![]() Be sure to make these notes available for any crewmember to give out, not just the officer. Your concern is greatly appreciated.” Put these notes in an envelope and keep them in the glove box on the rig. The note can say, “The fire department would like to thank you for helping your fellow citizen. Most common situations for this would be motor vehicle accidents. Thank You Notes-On department stationary, write a short thank you note that can be given to bystanders who have assisted at an emergency scene prior to first responders arriving on scene. Here are some simple ways to enhance your customer service: I can tell you from firsthand experience based on these examples how a simple act of kindness can provide an exceptional customer service experience to your citizens. But it is the everyday routine situations that can truly have the most impact of someone’s life. We buy gifts for the kids and assist the family in getting back on their feet. Most of us have been involved in high-profile situations where we band together as a department or a union to help a family in need during the holidays after a destructive fire. You see someone struggling, either a fellow firefighter or a citizen, you reach out. He instilled in all his personnel that the most important thing that we can do is be nice and always go the extra mile to help those in need of assistance. Retired Del Mar Fire Chief Jim Baker is my mentor and a strong believer and practitioner of Chief Brunacini's “Be Nice” customer service philosophy. This article is simply a reminder of the principles that he taught us. ![]() The fire service owes him a great debt of gratitude for all that he taught us about the real meaning of being a firefighter. With his recent passing, the fire service has lost a true visionary and legend. The pioneer of customer service was Chief Alan Brunacini. Take a moment to think about the impact this simple conversation could have with a new hire who is fresh, highly motivated and untainted by many years of service on the job. I would venture to say this is not a common occurrence. We have all seen similar signs in our stations, but how many of us sit down with our new hires and simply ask them, “What does that sign mean to you? How can you provide the best customer service to the citizens who you respond to 10–15 times a day?” In my fire station, we have a banner over the door leading to the apparatus floor that reads “Let's Make A Difference.” It has been there for 20 years. Yet few terms in the fire service have the ability to reach so many different and varied levels and interpretations. In its most simplistic form, the definition of “customer service” is straight-forward-doing the best for the citizens you serve. But what does it really mean? Why is it important? It is often used as a question on interview panels and in mission statements. For all of us current and former firefighters, we have heard the term “customer service” since our first day on the job.
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