S6:E18 - Municipal Hospitality: What It Is + Why It Matters More Now Than Ever with Chris Gilbert
What if we thought of residents of our communities as customers? And what if this is actually easier for small towns?
Well, today’s guest makes the case for both of those things.
City manager Chris Gilbert nearly walked away from 27 years in local government until a memorable birthday dinner showed him what public service was missing: gratitude. He joins Rebecca in-person in Aberdeen, South Dakota, to unpack municipal hospitality, the idea that residents are customers of place and that taking care of your people inside City Hall is how you take care of the community outside it.
About Chris:
Chris Gilbert has spent more than 25 years in local government and still believes there’s a lot to love about the work. He serves as Township Administrator and CEO of Springfield Township in Hamilton County, Ohio, and founded Municipal Hospitality to help other local government teams turn everyday interactions into moments that matter.
Spend some time with Chris and you’ll hear a few stories, have some laughs, and start seeing new possibilities in the work you already do. He helps teams create a culture where people feel seen, valued, and cared for. His goal is simple - help public employees enjoy the work, find deeper purpose in it, and make their communities feel more like home.
In this episode, we cover:
How a text from a restaurant owner kept Chris in public service and sparked the idea of municipal hospitality
Why residents are “customers of place,” and what that means for taxes
Why customer-first organizations have to be employee-first organizations
How to build the trust you need before you need it
The two interview questions Chris asks every applicant, from paramedic to public works director
Links + Resources Mentioned:
Municipal Hospitality: municipalhospitality.com
Chris’ LinkedIn: www.linkedin.com/in/christopher-gilbert-2494a098
Say hello to our podcast sponsor!
This season of the Growing Small Towns Show is brought to you by Ideal Soil Solutions.
Based in Ideal, South Dakota, Ideal Soil Solutions works alongside growers to build farms that are healthy, productive, and profitable, for this season and for the generations still to come. Their approach is built on the five principles of soil health: armor the soil, disturb it less, keep a living root in the ground, add diversity, and bring livestock back into the system.
They're also building their dealer network across South Dakota and North Dakota with local businesses that already have growers' trust in their communities. They bring the products, training, marketing, and support; you bring the relationships. Stronger soil builds stronger farms, and stronger farms build stronger small towns.
Find a dealer near you, or find out how to become one, at IdealSoilSolutions.com.
Ideal Soil Solutions: rooted in your community.
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