ECONOMIC SUMMIT FOLLOW-UP MEETING SUMMARY Enhancing the Restaurant and Retail Experience 11-9-04

Attendees: Chad Jacobs Tom Boddie Stephanie VonMende Hillary Stephenson Bunny Spangler Kay Lorenz Carol Rinderknecht Mike Dunkle Ron Mitchell L J Werner Eve Dutka Lisa Faenger Resham Gurung Serene Karplus The goal of the group is to earn back the trust of local customers through improved levels of customer service and creative, attractive promotions. Reviewing the top three priorities based on flip charts produced at the Summit, the group decided on two action plans. Customer Service: Bunny Spangler will lead a committee to develop minimum expectations for customer service throughout Nederland. Participating members will post the requirements in a place visible to both customers and employees. Posters should be ready by mid-December. Bunny reiterated that customer service needs to be managed by each business owner. There was also discussion on how to improve customer service including group training, internal company reward systems, multi-company reward systems, employee-of-the-month programs, public ballots for best service, prize drawings, etc. Also discussed was the concept of mystery shoppers, but professionals are cost prohibitive and amateurs may be inconsistent or inadequately trained. Customer Service proposals will be reviewed and an action plan set when Bunny’s committee presents at the next meeting. A promotion to attract local patrons will be started after the customer service improvement measures are in place. Projections are to start a winter promotion after the holidays with donated prizes for drawings that a shopper earns entries into based on number of places visited and dollars spent. A committee headed by Mike Dunkle and Ron Mitchell will produce a proposal with details for the next meeting. Next Meeting: Wednesday, December 1, 10:30am Pioneer Inn dining room

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