Chipper’s finished putting up Holiday Lights in Woodstock Village yesterday. Last night the very dark November streets were all aglow. It took several guys several days to complete this intricate work so we can welcome our friends, family and visitors.
Speaking of welcome, we have a few thoughts as we move about the cabin. We met a fun lady from Montreal who came to visit Woodstock this past weekend, happy to embrace all manner of Vermont experiences: driving back roads, eating at diners and staying at the Woodstock Inn.
However, we hear that her welcome to the Village was seriously tempered from the get-go by a negative interaction with Woodstock Police. While our police department has new cruisers, new assault rifles and new commando-style outfits at some great expense, we wonder how much training our young recruits are getting in the “softer” — and less expensive — side of their work. Because we think an essential element of their job in this Village is purely public relations. It’s important. How our police department deals with the non-criminal public is as important as how they deal with the criminal public. We welcome visitors with lights, are we welcoming them with our powers of consideration, kindness and helpfulness?
A visitor from Montreal enjoys a great breakfast of huevos rancheros and great customer service at The WASP Diner in Woodstock
This woman from Montreal reports that as she came into town there was confusion as to how to get to accommodation of choice at The Woodstock Inn. She, with friend, saw a police cruiser and slowed to a stop in order to ask for directions. “Officer, how do we get to the Woodstock Inn?” The response, from our Montreal friend’s point of view and report, was curt, dismissive and bordering on insubordinate. Perhaps the officer was stressed, focused on another situation. However, a simple, “I’d be happy to help you….I’ll be with you in a minute.” would have been a nice start to the conversation.Woodstock Early Bird concedes we weren’t there to know the full back-and-forth or situation. However, it is worth asking at all levels (including our own): Are we doing everything we can to welcome people whether it’s their first time or their hundredth visit to town?
The National Park Service is known for the positive reputation of its rangers posted around the country. That is no accident. The NPS spends an exceedingly large amount of time and money with training its park rangers — weeks at a time before they are allowed “into the field” in something very simple: CUSTOMER SERVICE. What stuck with Woodstock Early Bird following her NPS training is this idea: While it may be the 500th time you are asked where the bathrooms are or where the Woodstock Inn is or how much is your coffee, for the visitor or guest or customer it is THE VERY FIRST TIME. We shouldn’t take it out on folks who generally need some help that their question is one that makes our eyes roll back into our head.
Woodstock Early Bird has been known — on more than one occasion — to lose patience with a guest or a customer and has been called out on it so we “get it” about the stress of trying to serve every single member of the public equally well. Sometimes we have taken out our tiredness or stress on them.
Pretty much this is the end of our holiday customer service primer: If someone asks for help, let’s try to help them, EH? Our new friend from Montreal would sure appreciate that. It’d also be nice if the Woodstock Police Department’s younger and less experienced recruits “got it” that policing is not just about preparing for intense, dangerous black-suited SWAT-team commando operations but also “gettin’ with the people” one person at a time. There is — luckily — still a perception among many that police are actually here to help. Woodstock Early Bird has had wonderful assistance from WPD public servants. Let’s capitalize on that perception and keep it that way.
(One aside on customer service OVERKILL: Keep it real, people. Woodstock Early Bird was on the line with AT&T yesterday and found the greeting from the call center person incomprehensible: “How can I put a SPARKLE in your day?!” Say WHAT??? Please, many of us don’t want a “sparkle in our day” we just want some reasonable service. Upon giving the call center operator a credit card number, said operator reads from text: “Oh, that’s is just AWESOME!” Gag us with a spoon. No sparkle, just service, please — especially from PUBLIC SERVANTS.
Julia Carlisle
Woodstock Early Bird 
Posted by Corwin Sharp on November 21, 2012 at 09:47
Perhaps a bit “preachy,” but then I suppose it is the season…That being said, is there anything more welcoming than a non-smiling, early 20 something police officer, in a black swat suit carrying an assault rifle?
Just like TV except that I always thought Woodstock to be somewhat different from LA. “…and the times they are a changin’.'”
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Posted by A. E. Norton on November 21, 2012 at 11:41
Hate to say it but I am not surprised by the cop’s behavior. I am always amazed at the (rare) times in my life when I have received actual politeness from a cop (though it has happened). There is no excuse for his behavior. Pardon me, but how stressed can you be around here? This is not New York, where police lives are in literal danger virtually 24/7 (as is true in every large city, for that matter). If enough citizens complain — publicly and often — then their behavior might change. If you’ve ever encountered a London bobby, you know what a cheery, helpful attitude on the part of a police force looks and sounds like. Cops in the USA, for the most part, have a suspicious, “us agin them” attitude. It might be good for them to remember who pays their salaries. Memo to police in Woodstock: we rely heavily on tourism and visitors in this town. Please do your best to be polite and helpful.
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Posted by wendy starr on November 21, 2012 at 19:40
Department
of Public Safety
103 S. Main St.
Waterbury, VT 05671
802-241-5000
Should be reported to DPS
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Posted by vermonterforliberty on November 22, 2012 at 13:08
How about a new rule: if you’re rude to a tourist, you lose the right to have an assault weapon in the trunk of your police car.
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Posted by Jen Hutchins on November 30, 2012 at 00:46
As a Patrolman here in Woodstock for the last 7 years, I was ALWAYS taught to be courteous to the public – locals and tourists. I have also experienced, that perception is EVERYTHING. No matter what I say, or how I perform, someone is bound to be offended, and or unhappy, whether it is with my performance, or a previous negative experience with law enforcement.
As many of you have noticed, I have been sporting my black tactical bullet proof vest. It is the reccomendation that ALL law enforcement officers wear a vest on duty – regardless of how rural or “quaint” the local. It is becoming a norm that vests be manditory for all officers nationwide. To be considered for grants, departments must have a policy indicating mandatory wear. For those of you who have never donned a vest, I invite you to come visit me and try one on. To be able to function and move, wearing my vest on the outside of the uniform is the only option.
The bottom line is that I am still “Officer Jen” and still consider serving and protecting my community a priority. I am here to do the job, and perform the duties I have sworn to do.
I encourage the public to interact with the PD in a proactive manner. If you have questions and concerns, ask.
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Posted by Jason Brooker on November 30, 2012 at 07:31
Well said Jen!! People don’t understand that the times aren’t “changing”, but have changed! Long ago are the days that you can leave your house or car unlocked, that you know (and trust) all your neighbors or that you can actually feel 100% safe in your small, quaint town….meth labs, random shootings, theft, lies, deceit and so much more are now in our very own back yards and neighborhoods. With that being said I feel as though Woodstock PD has always done a great job “keeping up with the times”, whether with new gear/equipment, but also with making EVERYONE feel comfortable (locals and tourists)
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Posted by A. E. Norton on December 1, 2012 at 09:03
My one dealing with Jen some years ago, about a local dogfight issue, was very positive. She was extremely helpful and polite. The police have a hard (and sometimes dangerous) job. They deserve our support 100% of the time. But the “pr” aspects of being on a police force are important, and politeness to all, I would say particularly to tourists, is important.
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