Why Excellent Customer Service Is Critical to Excellent Emergency Response


Blog by Bill Sturgeon
Retired Division Chief

As professional responders, we all feel burned out at times. Some grow unhappy with this profession. Some neglect giving their very best effort during calls for service.

If you feel this happening, it’s time to stop and think about what you can do to serve your citizens better. The answer may be to look at how other industries, which have nothing to do with emergency response, handle their customers.

The cruise line industry is a perfect example. If you’ve ever been on a cruise, you know how positive and upbeat the crew treats everyone. You know that if you need anything, someone will provide it without question and with a smile.

During these tough economic times, it’s extremely important that we treat citizens like they are on a cruise. Granted, emergency response situations are far from a vacation, but the need for first-rate customer service is just the same.

Always be professional, compassionate and kind to your customers. If you treat everyone well, you will feel a sense of pride that will pay dividends in the future when emergency services need public support.

Most of the staff on a cruise ship barely earns a surviving wage. But they still provide a high level of professional service. They work long hours, and most of them have more than one job aboard a ship. That sounds kind of familiar, doesn’t it?

Low pay, long hours and more than one job is standard for most emergency services workers. But our job was never intended to make us rich. Emergency service has always been about putting the needs of others above our own.

To operate in this profession at the highest level, you need to take care of the details. Make sure your appearance is professional, make sure your equipment is clean and functioning properly, and most of all, make sure your focus is on the needs of your victims.

Times are tough. We can read stories on a daily basis about government officials cutting services. Even emergency services are not immune to the budget axe. Many corporations in America have become extinct because they lost focus on the customer. We need to learn from that.

We shouldn’t forget who our customers are and why we exist. We need to remain above reproach in everything we do and provide customer service in emergency response. We need to be prepared to respond by maintaining a high level of readiness, competency, and cruise ship customer service during calls for service.

Integrity is doing the right thing when no one is watching, but it’s important to remember somebody is always watching your actions.

>> This blog was originally published with TargetSolutions in March of 2011.

About the Author
William Sturgeon is a 30-year veteran of the United States Fire Service. During his career, he served as a volunteer, military, municipal, and county firefighter and held many positions, including paramedic, EMS supervisor, company officer (special operations), safety officer, battalion chief, assistant chief and division chief.

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