Customer Service in the Fire Service

The Fire Service has to change now if it wants to be the knight in shining armor that it has always been.  The Fire Service is built upon a lot of great ideals and some of them have been lost as time has gone on.  The one ideal customer service is one that departments are starting to work on again.  It is one thing to talk about customer service but it’s another one to make strides and to start delivering customer service.

Every morning in the Fire House crews get together and talk about the day’s daily activities, daily drills, and usually go over some continuing education topic.  I have yet to hear someone bring up a continuing education topic such as customer service.  Yet, the Firefighters will go over an LODD, ventilation topic, SOP, or something else.  Why don’t they throw in a topic such as, "What can we do to provide great customer service?" every once in awhile.  Some people are naturals in customer service and others need to be retaught.

Some simple ways to start working on your department's customer service:

• When the crew goes out for groceries, help someone put groceries into the car.  
• Opening a door for someone.
• Help make a bed in the ER, when the ER staff is overwhelmed.
• Patience, I know it's hard at 0330 waking up for the fourth time that night.
• Get out of the Fire House and go walk a block to see if people would like their smoke detector battery checked.
• Answer your phone with Good Morning, Afternoon, Evening instead of just Fire Station 47.

These are just a small start.  Brain storm about customer service and see what you can do to provide great customer service in your district.


Why don't you bring customer service up at your next morning line up? 
 

Listening to Directions Part II

Continued from the post on Thursday last week..

So we took off lights and sirens to our call. We had mapped it out and knew where we were going. Unfortunately, this was a frequent flyer con home with ONE drive way. The engine and ambulance always park in the same spot and have a certain way of doing things at this con home.

The engine was behind us and I noticed in my side mirror they had pulled over already. I was at the location but missed the driveway. I had to go down the street and make a u-turn. As I turned, I see the engineer standing on the sidewalk with his arms above his head with a disgusted look on his face. I turned beat red, we messed up. We ran the call and my partner made a few mistakes on an acute call.

At the end of the call and back at the station. We were told we were only going to be gurney men for the rest of the shift. They understood it was my partners first EMT position and that I had experience. The rest of the shift the Captain assigned me to work on my partners skills. My Captain also reminded me about following the rig out of the house for awhile until we knew the area. I responded with "Yes, sir." and did not give any kind of excuse.

I learned a lot and the crew understood it was our first shift and that we were excited. I have a great bond with my crew now and they always joke when tones go off and that address is said. They always ask me if I want directions on how to get there.  It was a great learning experience that I will never forget to listen to directions.  

Listening to Directions

Listening to directions is huge in the Fire Service.

I had just been hired and finished my mini academy with the department to work as an EMT. I finished my ride outs and did very well. I made an appointment to come meet with my captain at the station I had been assigned to.

I brought treats, a pen and notepad, and a great attitude. I met everyone and sat down with the captain. We talked about when to wear bullet proof vests on calls, station duties, expectations, AND that we should follow the rig out of the house for awhile until we know the area.

My first shift at my new station, I was paired with someone who was on overtime who had never been an EMT before.  This was his first shift off of ride outs, he did not know the area, and was in my academy. He is a great guy, a hard worker, and I enjoy working with him.

We called each other the night before and made sure we got to the station at the same time and went into the station and greeted everyone. We went out to the rig and spent a ton of time out there to learn where all our equipment was located.

We got a call, OUR FIRST CALL EVER with our engine. My partner ran over to the bay door panel and waited for them to come out so he could open the bay door for them. The engineer came out and said to my partner "What are you doing, we have a call, GO!" I was driving, my partner came over to the rig and said the engineer told us to go. Unfortunately, that meant go to our rig not leave.....


Continued on Monday...

Picture found here.

FDEMT IS MOVING

Please excuse the lack of posts.  My wife and I have been moving into a new place and we are still waiting on internet to get hooked up.  Also, there are a lot of things that need to get done around the new house.  I am setting up a nice new study/office room that we have never had, a garage that we never had, hanging up picture frames, moving furniture, and doing whatever other kind of honey-dos the wife needs.

I have a few posts on my plate that I have been thinking about and I will post those soon.  Be careful out there!

If you have time check out unofficial FDNY page and the Sergio Villanueva Soccer Foundation.  I am a big soccer fan and believe this foundation is doing some great things.