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VolunteerFD.org Member News Sept. 29, 2006 Volume 1 |
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Jason Zigmont, the founder of VolunteerFD.org, delivers a thought-provoking analysis of the importance of quality customer service in volunteer fire departments. |
| Volunteer Professionals | |
Serving Our Customers |
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By Jason Zigmont, FireRescue1 Columnist |
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When a volunteer fire department thinks about customer service, often the only customers we consider are the ones buying raffle tickets or pancakes at our yearly fundraisers. In doing this, we forget that the general public — or “Mrs. Smith,” as Chief Alan V. Brunacini would put it — are our everyday customers. How we serve them affects every area of our department, from funding to recruitment and retention. While our customers may not be able to choose another department, they do chose where their tax money goes, and that directly affects what our future will be. The public has an expectation of a certain level of customer service and professionalism from the fire service, and it does not matter to them if you are a paid or volunteer firefighter. This expectation is often heavily influenced by our customers’ first impressions and the way we handle the more "routine" emergencies.  Read "Serving Our Customers" in its entirety |
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