It's the Second Impression That Counts

摘要

At a time when the fire service is going to great lengths to explain to a very apprehensive and nervous public how valuable our services are to them, it is critical that we always remember the key elements of customer service. Chief Alan Brunaci-ni once said it best when he said that he never received any letters from any customers delighted with how technically efficient we were, how professionally we handled our tasks, or how wonderfully deployed and well-equipped our apparatus were at their home fire. No, quite the contrary! After the fire was over and our work was done, the chief pointed out that every letter he received talked about how kindly we treated the people at the fire, how empathetic we were to their concerns, and how much we went out of our way to make sure that they felt understood and cared for.