From the Mayor’s Desk: WAYMISH – “Why Are You Making It So Hard?”

A Lesson from WAYMISH

In 1995, I sat next to retail consultant Ray Consodine on a flight. He was working on his book WAYMISH: Why Are You Making It So Hard…for me to give you my money? I later hired him to emcee my company’s Users Conference and traveled to Denver with him. When the book came out, it featured a chapter about me—specifically, my intolerance for inefficiency after an arrogant rental car agent delayed my team’s business trip in Denver. That experience led me to drop Budget from my company’s list of approved vendors—a sizable revenue loss for them due to poor service.

Carmel’s WAYMISH Moment

So how does this apply to Carmel? Our village is full of passionate, creative people who launch businesses, renovate homes, or upgrade properties. My wife and I experienced the intricacies of Carmel’s planning process firsthand through five major projects—four in Carmel-by-the-Sea and one on the Point. Over eight years, we learned how to navigate the system and overcome frustrating obstacles. These projects helped increase property tax revenue by nearly $250,000 annually—a win for both our schools and city budget. There is no question we could have done more if the process were easier.

Why Is It So Hard?

Since becoming Mayor, I often hear, “Why is it so hard to get things done in Carmel?” It’s important to note that City employees don’t report directly to me—I rely on our leadership team to manage operations. But, along the way, I continue to learn there are two sides to every story. While we can’t always assume the customer is right due to the regulatory role of public service, we should still strive to exceed their expectations.

Our regulations exist to protect what makes Carmel special—but the way we enforce them shouldn’t feel like an impossible test. Sometimes, in trying to preserve the Village, we unintentionally put up hurdles. That’s our version of WAYMISH.

Shifting the Mindset

To preserve our charm while moving forward, we might more often shift from “No, because…” to “Yes, if…” Creative ideas should spark conversations about what’s possible—not be met with a list of prohibitions. Some could lead to Carmel’s next beloved business or renovation.

What if, instead of “Code Compliance Officers,” we had “Business Liaison Representatives” whose role included helping residents and entrepreneurs meet our standards while maintaining charm and function? They could suggest alternatives for music, heaters, or lighting—rather than just issuing citations.

City Hall as a Partner

This isn’t about relaxing rules—it’s about improving the experience. Just as Carmel’s best businesses succeed through hospitality, so can City Hall. We’re fortunate to have a dedicated, knowledgeable staff who care deeply about this community. They’ve already taken meaningful steps—making documents more accessible, streamlining processes, and introducing automation.

With an even more collaborative and responsive approach, we can be a government that listens first and helps people move forward. Let’s assume good intent, communicate clearly, and work toward win-win outcomes.

Making Progress

The good news? We’re already making progress. I’ve had encouraging conversations with City staff about enhancing customer service alongside regulatory compliance. There’s openness, and we’re seeing real movement.

Invitation to Engage

Of course, there’s more work to do—and we need your help. If you’ve run into what felt like unnecessary red tape, share your experience. Let’s identify the pain points and solve them together. Rules should protect, not frustrate. Processes should support, not discourage.

Final Thoughts

So, let’s ask ourselves: WAYMISH? And more importantly—how do we make it easier? Carmel should be a place where creativity, community, and commerce thrive in the same space—not in spite of City Hall, but because of it. To hear a podcast generated from this column go to cli.re/waymish.

Dale Byrne, Carmel Mayor

dbyrne@cbts.us