This year for Customer Service Week we solicited customer service stories and testimonials that show the many ways that City departments and their employees deliver service excellence. We hope these examples serve to illustrate, inspire, and celebrate great customer service at the City of Round Rock.

From the Library

One of the services our Library provides is inter-library loan where we are able to request books that we don’t own from libraries all over the country. It gives our patrons access to many more books than we could ever own here at our library. Last September when an inter-library loan book was returned to us from one of our patrons, inside was tucked this handwritten note:

This is the best book I ever read and you in our library system made it possible. Thank you. And it is a special edition AND signed by the author. WOW! Thank you for shipping it about 500 miles from Wichita to Round Rock, TX just for my reading pleasure. With great appreciation, ER

It’s so fulfilling to help people get the materials they need or want from places near and far.

________

Hello, a couple weeks ago I was helping a lady who was interested in using our online services.  She had a lot of questions and we talked for awhile.  Because I had figured out she wanted to mainly read eBooks, I offered to check to see if her card was near expiring while she was there.  (People have to renew their cards in person.)  Amazingly enough, it was due to expire the next day!  I got her renewed for the next two years and sent her home with printed information about our online resources.

From the Fire Department

I am writing you today to discuss the Community Risk Reduction Program, and why I believe this program is very important to me and other older Round Rock citizens that are in the same or a similar position as I am. 

 I am a 62-year old lady that has lived in the same home in Round Rock for more than 20 years now. I have raised my children here, who are now 24 and 26 years old. My son now lives in Dallas and my daughter lives in Florida. I have been divorced now for 22 years and live alone. In the past 10 years, I have had 2 separate kidney transplants and numerous additional surgeries, the last one was October 15, 2020, two months ago. I’ve said all this to let you know physically, life has been very difficult. 

 The wonderful City that I call home has truly been a blessing to me through grants, that has made improvements to my home. In 2016, after having my second kidney transplant, I fell. Thank God I had friends visiting to take care of me though they could not get me up off the floor and I was too weak to help myself. My friend called the Fire Department and 2 firemen came to my house quickly and lifted me up without any pain involved for me. I was so grateful and blessed by those firemen, I didn’t document their names. They were very kind, caring, and gentle. They had great concern for my warfare and wanted to know if I needed an ambulance, I declined. 

 Late last week I contacted Elizabeth at The City of Round Rock and asked for help rotating the mattress on my bed. I really need a new mattress but the cost of that purchase is not an option for me presently. Almost immediately 3 of your firemen came to my door in full turnout gear and more importantly full-face mask and rotated my mattress so quickly that all I could do was thank them and sit down and cry happy tears. 

 I also received a ring camera-doorbell for Christmas and needed someone to install it. Once again the Round Rock Fire Department, under Captain Darwin Shell’s direction, reached out to helped me be safe and secure in my home, by installing this form of a security camera.  I’m very proud to be a citizen of The City of Round Rock where individual departments of this City provides assistance to it’s older residents.

 Thank you so much for allowing the Community Risk Reduction Program to help older residents continue to stay in our homes and live a safe productive life.  My most sincere appreciation for the Round Rock Fire Department.