Episode 183 of The HaltingWinter Podcast
Citizens, Not Customers
(Part 1 of 5: "The New Public Service" Series)

In this opening episode of our latest MLDC series, Seth Winterhalter challenges one of the most common assumptions in local government leadership: that residents are customers and cities are service providers.

Drawing from The New Public Service by Janet and Robert Denhardt, Seth explores how this mindset, while well-intentioned, can unintentionally reduce civic participation, strain trust, and disconnect leadership from the very people it serves. In contrast, a citizen-centered approach invites collaboration, dialogue, and shared responsibility.

This episode will reset your frame and offer practical ways to lead with your community, not just for them.

• Residents are not consumers of city services—they are co-creators of community

• Treating people like customers centers transactions; treating them like citizens centers shared values

• “Public interest” isn’t discovered through surveys—it’s shaped through dialogue

• The goal of government isn’t just efficient service—it’s meaningful engagement

• Leadership in this framework shifts from “fixer” to facilitator of shared purpose

• Real trust is built when people feel included early, not just consulted late

Monday: Citizens vs. customers
Tuesday: Serving, not steering
Wednesday: Valuing people over productivity
Thursday: Engagement over control
Friday: Integrity and trust as culture-shaping leadership tools

This week only, unlock:

• All 5 podcast episodes in The New Public Service series

• Daily written reflections to help you implement what you’re learning

• Friday’s Virtual Book Club for live peer discussion

• Full access to the MLDC platform + national leadership network
  → Start your 7-day free trial now at HaltingWinter.com

• Book: The New Public Service by Janet & Robert Denhardt

• MLDC: The Municipal Leadership Development Circle

• Weekly Newsletter: The Leader’s Lens

• LinkedIn: www.linkedin.com/in/sethwinterhalter

• Website: www.HaltingWinter.com