We're hoping she can represent Coachella that she can increase the level of service we provide (our) members and therefore partner with the city to really enhance the business community.

That's not much of a reward for 30 years of service.

It really boils down to giving users a choice in how they access your service. There is no one-size-fits-all with customer service. You have to meet each client on his or her own turf.

Self-service is a fine option that can help reduce costs and is great for convenience. But brokers typically want to be able to pick up the phone and call someone if they need service.

There is inevitably tension between cost and service, and the trick is to give clients the sense that you value the relationship without spending a fortune on staff and other tools. That's what is great about self-service tools.

This is Internet technology. This is not a cable service, and therefore we don't need a franchise to be able to deliver this service.