Tag Archives: customer service

Today's firefighters face a multitude of situations daily that require knowledge, skills, and abilities far beyond those required to fight fires, provide medical care and rescue entrapped victims. Many of those situations require skills more akin to a social worker than that of a firefighter.

Delivering outstanding customer service is not a “nicety” for your department; it’s the key to its survival. The successes I just described did not occur overnight or in a “vacuum”; they were earned one customer interaction at a time.

A Fire Medic Perspective: Delivering Customer Service with Lights and Sirens. Rom Duckworth discusses how a culture of customer service can work in the real-world with retired Battalion Chief (and prolific author) Rob Avsec.

Once upon a time…with a beginning like that you just know this is going to be a good story, right? Well the good news is that it’s not a fairy tale. It is, however, the fictitious story of how a fictitious municipal fire department, the Cutting Edge County Fire and Rescue (CECFR) Department, created a non-profit organization (NPO) to provide financial support to its customer service efforts. It serves as a model for actual departments to follow.

There is a lot more that can be done to use social media in a community emergency, but this should be a good “starter kit”. So what are you waiting for? Your community emergency, either man-made or naturally occurring, is “just around the corner”.

Not so fast! Are you still telling your stakeholders what YOU need or are you telling them what THEY need? In his best seller, The 7 Habits of Highly Effective People, the late Stephen Covey calls this “seeing the issue from the other person’s frame of reference and crafting your message so that it comes back to them through their frame of reference.”

So I did, and the CEO of the company picks up my call! Great customer service and I’m not even a “buying customer”! I can only imagine what you folks do for the people who buy your products!

Every engine, truck and ambulance in the CFEMS response fleet has hotel voucher forms on board that are honored—through prior agreements with the establishment—to provide immediate lodging for one night. The officer on-scene completes the voucher and then a staff officer on scene is tasked with “resident relocation”, i.e., going to the hotel with those folks—and providing transportation if necessary—to ensure that everything goes smoothly.

Reminds me of the story of what happens when you throw several lobsters into a lobster pot to cook. When one of the crustaceans tries to climb out of the pot, the other lobsters pull them back into the boiling water.

When you take action to help the citizen, ask yourself, “If called upon to do, can I honestly say that I would have done the same for any member of my family?”