WRPA 2019 Annual Conference and Tradeshow



Boost Your Customers’ Perception Through Hospitality 

Thursday, April 11 | 1:00pm - 2:15pm 

Session Description:

Many factors affect customers’ perception of products and services. Quality and safety are often on top, but hospitality is becoming increasingly important. Utilizing hospitality principles from the experts in the lodging industry, the City of Richland has begun integrating these ideas into their daily interactions with customers in an effort to grow positive perception and satisfaction This session will share their lessons learned and several practical concepts that participants can apply to their own agencies. 

  • Learn how to determine how products are perceived by customers.
  • Where do participants’ agencies fall in the game of public perception?
  • Learn theories and concepts and how to put them into practice.


Joe Schiessl, Director, Parks and Public Facilities, City of Richland
Shawn Harper, Parks & Facilities Supervisor, City of Richland

About the Speakers:

Joe has 20 years of municipal experience in city planning, economic development, capital planning, special projects, including seven years as director of parks and public facilities including oversight of a public library. Joe has a bachelor’s degree in WSU Environmental Science and Regional Planning and a Master of Urban and Regional Planning from Eastern Washington University. 

Shawn has more than 19 years of coaching, mentoring, and Little League Board representation and has worked for the City of Richland for the past seven years.  

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