This article summarizes the various in-service training program strategies employed by Carrolton, Texas City Manager R. Michael Eastlund and Escondido, California City Manager Douglas K. Clark, recipients of ICMA's 1992 In-Service Training Award in Memory of Clarence E. Ridley. ICMA's In-Service Training Award is presented to the administrator or administrators who have developed and implemented highly effective in-service training programs for local government employees. The article discusses how Mr. Eastlund developed a four-tiered program administered through the human resources department, encouraging excellence in local government through training and professional development. Mr. Clark initiated a customer service program named "I'm First," an acronym for integration, mission, feedback, interviewing, reward, support and training.