BY BARRY HENBY AND TOM KIURSKI
FIRST ESPOUSED BY CHIEF (Ret.) Alan Brunacini of the Phoenix (AZ) Fire Department, customer service was introduced as a means to take care of Mrs. Smith, the legendary face of the public we serve. Many have taken his ideas and added some of their own. These days, we are not faced with how to do customer service but with the need to choose from among the myriad ideas those we want to include in our fire department practices. Time and space do not allow us to hit on every customer service idea out there, but perhaps some of the following ideas from the Gurnee (IL) Fire Department and Livonia (MI) Fire & Rescue may spark your interest.
电台和设备维护
路易斯安那州什里夫波特（Shreveport）的酋长凯文·科克伦（Kevin Cochran）曾经说过：“您没有第二次机会给人留下第一印象。”走到车站的前面，然后回头。作为普通公民，这种视线会留下深刻的印象吗？
Nothing looks more impressive than a fire station with its doors wide open, massive fire engines ready to respond, and the American flag flying proudly in front. But, you need to keep your station looking good by making sure it is free of trash and clutter and that it is landscaped properly. This sends a strong message to your citizens. It also helps firefighters with their pride factor. You can see the pride in your people when citizens comment on how clean the trucks look.
In Lewisville, Texas, Chief Rick Lasky added park benches in front of the fire stations and encourages his firefighters to use them. This connection to the community helps everyone feel more a part of the neighborhood.
下降中心
消防局可以用作二手眼镜，旧手机，服装或罐头食品驱动器以及其他各种物品的正式下车中心。在这里，一个带有友好消防员的好看消防局在使双方都愉快的相遇方面有很长的路要走。
wAVING
长大后，我们所有人都可以记住会向所有人挥手的人。开车时，他们的手臂在空中比方向盘更多。他们会对所有人微笑，每个人都会微笑。这是一个真诚的友谊姿态。
why don’t we wave at people anymore? Not the one-finger wave, but the “how are you doing?” wave or the “glad to see you” wave.
想象一个三岁的小型货车杂货店骑车。突然之间，他看到了一辆21吨，红色，强大的大声消防车，设备悬挂在各处，三名消防员认为英雄坐在10英尺高的地方。想想如果他的“英雄”向他挥手，他会感觉如何。您可以执行凉爽的双指浪，游行波或短暂的半波。尝试一下。这个孩子转向爸爸妈妈，兴奋地告诉他们他的英雄向他们挥手。第二天在学龄前，他将重复这个故事。
You might need Mom and Dad’s help in the future, and maybe the only experience they will have had with the fire department was the day the firefighters made their child feel special.
场合卡，泰迪熊
人们喜欢获得卡。在我们打电话给居民的救援电话之后，我们向该人发送了一张由护理人员和酋长签署的井井式卡片。它只需要几秒钟。
当我们重新审视重复疾病的患者时，我们发现像小学生报告卡一样在冰箱上自豪地展示的卡片。
当地机构将泰迪熊捐赠给消防部门（照片1）。我们使用玩具来减轻紧急情况下小孩的恐惧。如果一个小孩卷入事故或有医疗问题，我们会给孩子一个泰迪熊。这使孩子平静，使孩子更容易。
 (1) Photo by Tom Kiurski. |
有一次，我们不幸经历了一场房屋大火，其中两次丧生。一个母亲和一个小女孩。消防员进行了快速救援，并尽一切可能使他们复苏，但为时已晚。在医院，我们的一名消防员将其中一只熊放在小女孩的手臂下方。它帮助他解决了损失。急诊室没有干眼睛。
Ask around. There are agencies in your area that would be willing to help with this project.
每月报告
让您的官员了解部门的行动。这包括为他们提供培训，公共教育活动和有趣的电话的照片。我们在指挥和发动机公司中携带数码相机。如果发生有趣的事故或大火，我们将照片放在每月向村庄和地区受托人报告中。他们很高兴看到如何使用这笔钱以及为什么重要。
我们还介绍了有关该部门通话量的这些报告统计数据；我们强调它正在增加。当赞赏信给该部门时，我们还会副本并将其放入月度报告中。
当救护车将亲人带走时，外地家庭成员正在寻找指示。我们将它们递给展示地标和当地医院的地点的地图。这些地图便宜且易于制作，家人感谢您的帮助。
FLAG BOX
The Gurnee Fire Department, in conjunction with the Gurnee Breakfast Exchange Club, placed a box at the fire station for discarded flags (photo 2). The box, obtained from the post office, was painted by a local accident repair shop. The box proudly sits in front of the fire station, where citizens drop off their used and torn flags. The fire department takes the discarded flags to the local American Legion Post for proper disposal. This customer service is a very inexpensive but effective endeavor.
 (2) Photo by Barry Henby. |
无效的
网页
这些天，每个人都有一个网页。古尼（Gurnee）上有一些很酷的东西，例如对设备的互动游览。单击鼠标，您可以轻松打开火器设备门，并在内部找到工具选择。在线的另一个有趣的想法是消防安全着色书。查看其他机构的网站以获取更多想法。
慈善卡车乘车
一个儿子患有肌肉营养不良的当地人组织了一场筹款高尔夫郊游。当他要求利沃尼亚消防局的捐款时，我们决定将两人拍卖在我们的一台消防车上。获胜者希望她的孙子们去兜风。我们定制了这次旅行，以便两个孙子可以和祖父母一起给一个祖父母和孙子一个15分钟的车程，然后捡起另一个祖父母和孙子。
During the auction, we distributed some handout goodies such as plastic fire helmets, stick-on badges, and coloring books. We took plenty of photos. We helped a very worthy cause and gave some kids a once-in-a-lifetime experience. Since our first charity ride, we have been approached numerous times. It may be necessary to establish a selection committee to help you decide which charities to support.
令人鼓舞的话
我们在利沃尼亚（Livonia）的一所学校有一个活跃的PTA成员，他希望在学校的孩子们更多。她要求老师推荐一生中可能需要“老大哥/大姐姐”人物的学生的名字，并在此过程中给予鼓励和赞美。需求可能与该地区的离婚，收养或最近搬迁有关。她与家人联系，看看是否可以尝试让他们成为“令人鼓舞的话”伙伴。如果他们同意，他们将继续下一步。
Twenty of our firefighters each “adopted” a child. We were provided with a generic description of the child, including grade level and interests. Once we chose a child, a supervised lunch date was arranged at the school so we could meet our new friend.
Throughout the school year, we get weekly progress reports from the child’s teacher about some of the child’s good and bad moments. The child also writes us a weekly note. We write back, taking into account the child’s letter and the teacher’s comments. We usually meet with our child a few times during the year, such as at the school Christmas party and Spring Festival.
几年前，我们有一个居民来，问我们是否可以开玩笑。她想让我们获得假的“开放式燃烧”许可证，她可以在生日蛋糕上点燃蜡烛时向家人介绍。我们只花了几分钟才能设计和产生漂亮的许可证，并带有酋长签署的“生日快乐”愿望。
鲸鱼的程序
亨里科县（VA）消防局多年前建立了鲸鱼计划。鲸鱼是“weH大街ALittleEmergency.” This is a car seat identification program and includes pertinent emergency information and contacts in case of serious injury to a child when emergency workers need information quickly.
该程序由一个贴纸组成，该贴纸被填充并固定在孩子安全座椅的背面或底部。如果父母不可用，则有父母的姓名，电话号码和其他联系人的空间，还有相关的医疗信息。尽管该贴纸应用于孩子座椅的背面或底部，并且不在大多数人的视野中，但较小的贴纸附着在座椅的两侧，以用作视觉指示器，以提醒消防员警告孩子是鲸鱼计划的参与者。
这些想法可以针对该国的任何消防部门量身定制。使用您在这里学到的材料，与您的同事交谈或在附近的消防部门询问，您将提出一些其他有趣的想法。您不必全力以赴。选择一两个。开始。好处值得您努力。
巴里·亨比（Barry Henby）是Gurnee（IL）消防局的营负责人，在那里他已经服役了27年。他拥有西伊利诺伊大学的学士学位，两个副学士学位和几个伊利诺伊州的认证。他是伊利诺伊州消防局的讲师，也是伊利诺伊州消防服务教练协会的主任。
汤姆·基斯基（Tom Kiurski）是中尉，护理人员，也是利沃尼亚（MI）消防与救援的消防安全教育总监。他的书Creating a Fire-Safe Community: A Guide for Fire Safety Educators（188金宝搏是正规吗Fire Engineering，1999）是将安全信息带给社区的所有领域的指南。
