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“Nugget” Blast
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Estimated reading time 1-2 minutes.
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Quick Tip
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What does Customer Service Mean to you?
Many candidates are being asked this question in their interviews. Most
answer the question with giving the citizens great customer service,
being courteous, meeting the needs of the community, maintaining the
equipment and station, prompt on calls, educating citizens, yada, yada,
yada. Most of what they say are part of the job we are expected to do.
It’s going beyond that creates extraordinary customer service.
So do you have a story that relates to going beyond what is expected on
the job? It doesn’t have to be fire related. It could be a story from
your life experiences. As our son Rob says, “It’s something that
creates a WOW response when you hear it.”
My wife called that her car broke down 50 miles from our house in
110-degree weather. The car just came out of the shop. The shop guy
said if you can get it back he would take care of it. If the car went
to a dealer in the area, it could cost $1,000. I called our AAA tow
insurance. Denise told me that we didn’t have the extended tow service
on our membership and we would have to pay an additional $7.00 a mile.
Ouch. We could add on the extended tow but that wouldn’t take effect
for 24 hours. Then Denise said, “Wait a minute. You’ve been a member
since 1964. With that she approved the extended towing and my wife and
the car were back in an hour.” The word WOW fell out of my mouth.
That’s customer service.
I suggest you get a copy of Chief Alan Brunacini’s (Phoenix Fire) book,
Essentials of Fire Department Customer Service here:
http://www.nfpa.org/catalog/product.asp?pid=RES11296&target_pid=RES11296
&src_pid=156102&link_type=cross_sell&src=nfpa
Just being able to say you have read Chief Brunacini’s book on customer
service is convincing evidence that you are on your game.
A story in the book tells of a crew that responded on a medical call.
The guy in need was pouring cement and got chest pains. As the guy was
being loaded for transportation to the hospital the crew completed
finishing the cement job before it dried. Customer service? You bet.
The doorbell rings at a firehouse. Some guys trailer hitch ball broke
of. One of the guys went out to his truck pulled off the ball and gave
it to him. That’s customer service.
A crew responded to a diabetic. His house was a mess. The captain
first asked if they could clean up the kitchen before they left to make
it more livable. With the OK the crew got plastic bags and cleaned up
the kitchen. Yes, that’s customer service.
An elderly lady who often brought by cookies and was a big supporter of
her local firehouse was going out of town. She came by and asked if the
crew could feed you cat while she was gone. All three shifts went by to
make sure the cat was well fed. Get the picture here?
Stop the presses. This just in. Our newest badge:
There was a moment when this whole thing looked bleak.
Then..............it happened.
Capt. Bob Smith,
For 6 long years I have been in pursuit of this career. I have done
training, education, the whole 9 yards. I have been paid-call for 6
years. I have sent many apps out and taken many tests. I finally decided
to start my medic program.
Then I purchased your conquer the job interview Gold Package Program
http://www.eatstress.com/goldpackage.htm I learned a lot from it, I
might add. I used these "nuggets" on my last two interviews. One, I
wasn't sure where I stood on the list. The other, I knew I was number
10.
There was a moment when this whole thing looked bleak.
Then..............it happened. While I was at work at my full-time
garage job, my phone rang. It was a fire chief that I had tested for
last year. He said he was updating the hiring list and wanted to know if
I was still interested in the job. I replied yes. He asked a few more
questions and then we hung up. No job offer.
Four days later................he calls again. Wants to know if I am
still interested. Again I replied yes. This time there was a job offer.
Human resources was drawing up my papers and he was doing my background
check. I am very honored and proud to say that I start my job in a very
recognizable city in South Carolina in four and a half weeks.
I owe it all to you and your program. I thank you so much, and so does
my wife and my 9-month-old future firefighter. Thank you again Captain
Bob. Sincerely, Jason
Ah, yea, this keeps the passion alive.
More Oral Board tools here:
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Bottom line getting a badge is all presentation skills!
Click here for the 101 Inside Secrets How to Get a Badge!
http://www.eatstress.com/faq.htm
If someone asks you what you need to help you get a firefighter badge,
send them to the ultimate source here!:
http://www.eatstress.com/goldpackage.htm
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Code 3 Publishing. Fire Captain Bob Smith, Speaker, Author, Publisher
Information Products on How to Get a Badge.
Web site: http://www.eatstress.com
Over 300 pages of helpful
information.
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