Marketing Strategy from the Masters (Collection)

8. Improving Customer Service and Satisfaction

“Keeping in touch with the customer’s needs will become an ongoing fire service challenge. The ability to continually repackage the organization and how we deliver service will directly regulate our survival in a rapidly changing future. Those flexible souls who can continually redefine their jobs ahead of the change curve will grow and prosper. Those who can’t, sadly will become roadkill on the employment highway—members who staunchly maintain ‘they hired me to fight fire (only)’ will become ‘sail firefighters’—occupational roadkill that is run over and smushed so flat they can be recreationally sailed like a frisbee.”

Alan Brunacini, Fire ChiefCity of Phoenix Fire Department

Although the focus ...