The conversation at the gate. The complainant who won't let go. The file that's been open for eight months. The line someone throws at you before you've even said hello.
We've been there. We figured some of it out. We wrote the book. And twice a week, we send what we know — free — to officers who are ready to close more files and dread fewer driveways.
Free. Practical. Written by someone still doing the work.
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What to say when someone's already angry before you open your mouth
Close more files without leaving your desk
Keep the complainant informed without letting them run the case
Position. Respect Their Reality. Ease.
A conversation framework for enforcement officers. Three steps that change the order of how you talk to someone about a violation — so the interaction starts with listening instead of telling.
Grounded in behavioural science. Built on porches.
Learn MoreA system for working enforcement cases from your desk.
Letters before knocks. Phone calls before visits. The homeowner reads your letter in their kitchen, thinks about it, and calls you back. By the time you talk, the hard part is already done.
Fewer visits. Better conversations. Same outcomes.
Learn MoreA framework for the other side of enforcement — the complainant.
The person who called it in thinks you work for them. Hold the Line is how you keep them informed, set expectations early, and stay warm even when the answer isn't what they wanted.
Three moves and a posture that runs from first contact to last.
Learn MoreI asked him once — we were in the truck driving back from a site — I asked him, "What's the worst you've ever gotten it from someone? Like the angriest anyone's ever been at you on a call?"
And he thought about it. He thought about it for a while. And then he said, "I don't think anyone's really yelled at me."
Now. I've been doing this work for a long time. And people have yelled at me. People have sworn at me. A woman once told me I was the reason her blood pressure was high and she'd be sending me the pharmacy bill.
So when someone tells me they've never been yelled at, I don't think, "Wow, he must be great at his job." I think, "What is he doing instead?"
Half-day workshops — virtual or in-person — built around your actual cases. Not hypotheticals.
Your stuck files. Your difficult properties. Your neighbourhood disputes that won't die. We work them together.
If you lead a team and you've watched good officers get worn down by the part of the work nobody trained them for — this is where you start.
Book a SessionOfficers bring the files that are stuck. We work them using all three frameworks.
Your officers leave with something they can use the next morning. Not next quarter.
Half-day format. Works for a team of four or a department of forty.
Free. Twice a week. Just the work.
There is a version of enforcement work that nobody trains you for. Ty Jones spent fifteen years finding out what it was.
He's a bylaw enforcement coordinator and officer with the Regional District of Okanagan-Similkameen in British Columbia — handling roughly two hundred cases a year across property violations, noise complaints, and regulatory matters that rarely resolve the way the manual suggests they should. Before enforcement, he spent a decade in local government planning. He holds a business degree from Simon Fraser University.
The PRE Method, the Desk Method, and everything else on this site came out of that work. Not a classroom. Not a consulting contract. A truck, a clipboard, and a lot of driveways.
He's been married twenty years and has four teenage boys — which, he'll tell you, is its own kind of enforcement work.
Got a case that won't close? A situation you've never seen before? Want to book a workshop? Or just want to talk about the work? Reach out.