- March 27, 2024
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The state agency that gives and takes away licensees to do business in a litany of professions, from real estate to cosmetology, has a message to its own employees: You work for your customers (read: Florida citizens).
Sounds obvious to Coffee Talk. But Charles Drago, the secretary of the Department of Business and Professional Regulation, has turned that concept into an internal program known as “You Save the Day.”
The gist, Drago says in a press statement, is to empower employees to help customers in need of immediate assistance by finding ways around the bureaucracy.
“By definition, government is bureaucracy. While defined procedures are necessary to run an efficient organization, they should never prevent an employee from providing fast relief to a customer who needs help,” says Drago. “This initiative is based on a simple foundation: our customers are people, people who are sometimes in extreme circumstances, and employees have a responsibility to step in and fix these situations. Sometimes this can make the difference between a business surviving or failing.”
A press statement from the licensing department says the program is modeled after Toyota, which allows assembly line workers to stop and fix production problems as they see them happening.
Coffee Talk welcomes the state bureaucracy to the world of having to do right by your customers to prosper, and wonders if it will catch on.