Fire Rescue International (FRI) for 2012 has concluded in Denver, the host city this year. FRI is the annual conference of the International Association of Fire Chiefs (IAFC). It was a good conference but it showed the sign of the times in two ways- the education topics and the (smaller than usual) vendor show. First, the topics were all timely: the dismal budget situation departments face… doing less with less vs. doing more with less… challenges of keeping up with technology and the cost associated… and my presentation on Customer Service. I purposely capitalize the C and the S because Customer Service is no longer the nice to have icing on the cake. It is very necessary in terms of survival. One to two decades ago, it was rare for public safety levies, initiatives and propositions to fail. Today, it is the norm. Fire stations are closing and public safety personnel are being laid-off. The public sector is painfully learning the lessons from the private sector: competition and value for the product. If your organization is NOT marketing, re-branding and providing outstanding customer service, you will fail. Realize that the underlying public sentiment is still, “it’ll never happen to me”. You have to reach the voting populous that may never have personal need or contact with your department. When asked to spend their hard-earned tax dollars on fire services, law enforcement, roads and freeways, water treatment and sewer treatment plants, schools, community colleges, etc… you bet there is competition! This is not “smile training” customer service we are talking about—it is survival Customer Service.
Leave a comment
Today, September 11th, is our generation's Pearl Harbor. And now, some 70+ years after WW-II, we consider the Japanese allies, commerce partners and the country, a nice place to visit. Can you imagine a day when we will have a change of heart and feel that way about the middle eastern countries that have harbored terrorists? I can't. Once your soul is tattooed with the images of such a horrific event, it changes you forever. My 88-year old father served in WW-II and was part of the second wave of soldiers on to Iwo Jima. He will never get past what the Japanese did to the USA. In that war the enemy was well defined and easy to spot. In our war on terror, our enemies are not easy to spot and are hidden amongst us.
The point of this blog is to remind us all that vigilance is necessary and on-going. Preparedness is something that gets a lot traction right after an event. Don't let your guard down. Dust off those WMD and mass casualty plans-- update them and refresh your training on them. Being aware and prepared-- wouldn't we all be a lot safer if everyone was?
Leave a comment
Latest Emergency Management News
Experts in emergency management say Albert Ashwood’s long experience and innovative thinking have helped ease those recoveries.
Students at the Oklahoma State University Department of Mechanical and Aerospace Engineering designed preliminary storm drones that could someday gather data that saves lives.
The test program equips SWAT officers with computers and cameras so when out in the field, trauma surgeons can help them respond to critical injuries.
- Most Popular
- Long-Term Recovery Planning: What You Need to Know
- What You Should Know About Emergency Management Degrees
- Emergency Managers Prepare for a Changing Disaster Paradigm
- Major Earthquake Scenario Tests California’s Response Capabilities
- Social media replacing 911?
- Dallas Emergency Management Summit 2013
- Most Commented
Does social media monitoring belong in Planning or PIO?
"I am PIO on a Type 1 IMT. Our team has streamline the process of information sharing and vetting and"
Emergency Managers Prepare for a Changing Disaster Paradigm
"An excellent article; it clearly presents the situation (acknowledging Rob's comment). ... I see a/t"
Tornado 'Safe Room' Plans
"Pete, I remember being in the basement as a young boy in the early evenings when there were tornadoe"
Social media replacing 911?
"Frightened troubled and shocked!Techno-laggards! Embrace SMEM, you laggards. May be and might be? Co"
L.A. Prepares the Next Generation of Emergency Managers Through Internships
"wow nice and good share"
- Does social media monitoring belong in Planning or PIO?