Tag Archives: policy

But in 2013, how many of our organizations are training their people from Day #1 to be their “face of customer service”? I’m not saying that the firefighting curriculum that constitutes the majority of entry level training is not pertinent, it is. I am saying that now, more than ever before, 24/7/365 organizations only have one chance to make a good impression…and in most cases we don’t get to choose who makes that customer contact.

I’ve always believed that people are more likely to comply with policy through their own individual effort—or through group persuasion—when everyone clearly knows what’s at stake.

While there are certainly many aspects of this shift that Fire & EMS leaders need to address, I believe one of the most critical is the communication of organizational knowledge from one generation of members to another.