I was thinking about customer service in our profession and considering recent conversations by some of our colleagues recently who reject the term. A bit of enlightenment came to me while listening to a reading to a segment of the radio program This I Believe.
The subject was Ruth Cranston, author of World Faith: The Story of the Religions of the United Nations. She spoke of achieving the insight that all of the world’s religions, despite their differences, were united in very similar tenets of how to live with our fellow man. Even when there is constant disagreement with how we go about our daily lives, she posited this about the commonalities of religious belief:
They [the world’s religions] taught the unity of all life; the interdependence of all men; love and service to fellow man; help, not exploitation, of the weak and backward. They taught nonviolence and non-injury. They all taught purity of life and of motive, simplicity of life too, and that true riches are within. They taught the worth of individual man and the ability of every man to rise to higher states of development than we are now experiencing. They taught the immortality of the soul and the building of the Kingdom of Heaven here on earth.
Her suggestion was that despite the worship or belief in which we practice, we experience several common denominators that should bring us closer together rather than farther apart. While a lot can be taken from that paragraph, it seems that like I say constantly in my forum here is that we as emergency service providers have more commonalities than differences. In fact, those of us who are true believers in what we do as a profession probably understand that the phrase “customer service” is just a name we put on a concept in order to define it.
Of course, the belief of a higher calling to serve is about those who are truly in this and believe in this as a profession of service and enjoying the benefits of the occasional adrenaline rush, in contrast to those who are in this for the adrenaline rush and enjoy the occasional effort to serve, and even then, if that subject comes up at all. I say that because it is my observation that a majority (if not all) of the problems we have in emergency service can be traced back to those who fail to see this career, whether you are paid or volunteer, as one in which we should serve rather than to be served. It is this entitled mindset, that we are automatically due respect because we wear the badge, which causes problems.
The term customer service is probably pretty cynical, when you think about it, because it might suggest to the casual reader that the ideal we seek is all about making sure our profession enjoys the financial benefit of such service. In fact, as emergency response personnel, the term “customer service” embraces the concept of all that is considered good in mankind, in that we realize the worth of others and we seek to serve those in need of help, despite their social status. While we can quantitatively point out that having a customer service attitude benefits us in public support, there should be a much more altruistic reason for our embracing that belief.
There are two schools of thought in the “anti-customer service” camp. One, of course, is that the public doesn’t have a choice, therefore they are not customers. The second goes along with my statement that what we do is so much more than a client relationship. I have argued that the public does have a choice, as Chief Alan Brunacini did much more so before I have here. But the latter discussion bears some serious consideration. Is the concept of customer service too simplistic? Customer service could be construed as providing a real effort only when we stand to gain from that interaction. It might be perceived that the service we provide is done only because we expect a return on investment.
While remembering conversations with Chief Brunacini as he advocated the benefits of customer service mentality as a method for obtaining taxpayer support, I also recall that he never said that the concept was exclusive to that expectation. If you remember, the overarching mission was to “Be Nice”. While that’s good for marketing, it’s not something you can force down people’s throats and expect it to happen magically. He advocated a cultural shift in his leadership that was summed up in two simple words, therefore easy to remember and easy to implement. The customer service mentality, likewise, was easy to relate to.
Our job as leaders is to communicate our mission. That communication requires not only our shouting it out there, but the return acknowledgment that understanding has been achieved. The mindset of “customer service” is palpable. We understand it and we know what is good customer service and what is bad. We can easily empathize with a customer who is frustrated with a certain way in which their matter is being handled or appreciate the sincere gratitude experienced by a customer who is receiving excellent service. For the purposes of defining an accepted approach to interaction with the community, it helps to be able to frame those interactions in a manner in which we are familiar. So while, yes, our delivery of service is much more than the interaction of a salesperson and a client, it provides us with concrete objectives by which we can measure our outputs. It is pretty easy to say, “Fire Went Out” and check the “Good” box. It is much more difficult to say, “Obtained Confidence of Taxpayer”.
Our job can be seen from a purely pragmatic standpoint, one in which we have been tasked to provide a service and we must efficiently produce results. Or we can say that our job is that of serving humankind with compassionate and ethical assistance when they are most vulnerable. In either case, the ultimate measurement is the same; as Cranston implied, reinforcing “the interdependence of all men”; loving and serving fellow man; and helping, not exploiting, the weak and needy. It is our charge to insure whichever path we choose, we do so with the understanding that we are there to serve.
I can’t begin to name all the people who have shared their knowledge with me over the years. I have probably mentioned a time or two that I was fortunate to have been given an early education in the “family business”. While I have never fought a fire with my father nor my grandfather, I have heard the stories, and in fact, a few of the firefighters who have fought fire for both of them actually moved to Hilton Head Island and fought fire for me. I joked with one of our family friends who fit this description that he had the “honor of being a subordinate to three generations of the Mayers family”. If you can’t take that kind of love in a firehouse, you are doomed.
Conflict is inevitable. Conflict will come regardless of how much you try to avoid it. Because it is inevitable, as a leader, you need to know how to deal with it. There are resources out there to point you in a direction, but really, experience is an excellent teacher as well, provided you work hard at understanding the underlying cause of conflict, how each of the parties involved in conflict create escalation, and how conflict can be effectively be used to direct issues.
Don’t waste your time thinking that opportunity is going to come find you. The value of your network is extremely important. Many jobs in the private sector get awarded to people who know someone within the company. Referrals are worth their weight in gold. But this also goes toward obtaining opportunities to prove yourself.
Bravery In The Line Of Fire
2 commentsPlenty of blogs exist just for the sake of venting. The origins of the web log are in a diary format and meant as a way for the blogger to share his or her feelings and observations with others. My site was meant to be different, just as I would bet the rest of the blogs on the FireEMSBlog Network were. Mark’s efforts were pioneering like many of the rest of my fellow bloggers. Many of us saw this format as a way to immediately reach the masses with timely messages. But not only that, I think Mark set an example of a blogger that took the high road consistently, so much so that he and Justin at The Happy Medic were able to inspire Thaddeus Setla to team up for developing the Chronicles of EMS series.
While Mark and many of us chose to blog openly, for a long time I used to get a little frustrated sometimes with the people who choose to hide behind a psuedonym. Looking back on it, sometimes I wish I had stayed anonymous, since the longer I do this, the more I realize it’s probably not a bad way to be able to say your piece without being taken out at the esophagus. While I publish any comment for or against my views, except spam, there have been a few unnerving moments when I would read a comment and know a potential spark was heading toward the hot zone. The nature of my blog keeps that to a minimum, but I have read others that have turned pretty emotional.
The subjects of change and leadership cover some dangerous ground. You can be courageous and try to influence positive growth, but from time to time, leaders get attacked, especially if what they say is unpopular. Just ask Gandhi, or JFK, or Martin Luther King, Jr. how dangerous leading can be. While on this site I haven’t gotten into what I consider the “daily grind”, I have discussed some best practices that apparently don’t sit well with everyone. Some of my long-time readers might remember the series I began on credentialing that went south when a few individuals disagreed with my assessment of the current landscape. Not only did they choose to attack me, but my employer as well (they were pretty good natured about it, considering, which goes to show how supportive my bosses are of this endeavor). Likewise, I got an e-mail recently from someone I consider a friend, who, having read something I wrote, took it as an attack on him. Nothing could have been father from the truth. While there were others involved in the situation that I felt deserved some well-placed rage, I never meant to question this individual’s commitment or bravery. But like everything else, when you are enmeshed in a situation, no matter what side of the fence you happen to be on, sometimes the firing gets a little too close. If you happen to be standing nearby when the grenade goes off, just supporting the leader may blow up in your face, no matter how much you wanted to help and how good your intentions.
So to keep this from going on much too long, I’m reminded that I wanted to tell you all this story: I recall an event from my recent past where I was doing my station rounds; a firefighter, who obviously saw my “certificate book” years ago, when I happened to visit his station pulled out his similarly crafted three-ring binder which makes keeping track of certificates a little easier. While mine is pretty full after thirty years in this business, this young firefighter had a pretty impressive start and I congratulated him on the many trees that were killed in pursuit of personal excellence. Of course, this event became the equivalent of a measuring contest and soon the other crew members were bringing out their own versions, ranging from a file folder to what looked like a scrapbook. Thus, the Zen Master saw a little teaching moment.
I wished I had my book at the time, but when I took all of the other books and stacked them on top of one another, they made a nice pile. The crew members were laughing a little nervously (okay, where’s the chief going with this?) when I made a BIG deal out of this stack. Then I turned to the bunch and pointed out that while this was quite an assembly of awards, the entire pile was worth NOTHING if the knowledge and experience that the stack represented wasn’t shared, either by teaching, relating it to others, or simply by setting an example. Mark got that idea early on and decided he wanted to share his ideas, albeit in a method that many don’t understand or even try to appreciate.
Medic 999 was and remains an excellent blog. Mark did a great job with it and he deserved the honor of Fire/EMS Blog of the Year he got last year from a popular vote. As I mentioned earlier, Mark and Justin’s story of reaching out to one another across the pond and a continent (depending on which direction you flew, I suppose) was inspiring and certainly newsworthy. And above all, the situation he finds himself in now, I have been close to before and there but for the grace of God go I. I’ve been fortunate to have an employer who, while keeping their distance and reaffirming their legal requirements to maintain privacy, have also been supportive of my need for creative expression (so long as it is done off-duty and on my own computer). It is here in which we have our last leadership lesson of the day.
Every now and then I have to endure an occasional comment from the “less-than-enlightened”; or “LTEs”, as I like to call them. Like as in “Battalion Chief Lite” or “Firefighter Lite”- you know, looks like one, MAYBE tastes like one, but we all know somehow, when you turn it to the side, you see it is just a facade (or like in beer, it never tastes as good as what it is advertised to be). When you have a lot of these Lites hanging around, it really makes it hard to do your job. While it gives those of us a never-ending source of material to write about, these individuals can quickly make your life miserable and wear you down. If they are your boss, they can make it impossible to be innovative and visionary. I have been fortunate to work with people who realize the power of knowledge and desire for us all to share (appropriately) what we know. Others aren’t quite as fortunate. If you find yourself in the position of being the big cheese and you have some real go-getters, do you want to be known as the chief that took off the leash and encouraged facilitated excellence? Or do you want to be known as the Stalinist who shut down all original thought, suppressed creativity, and required everyone to march in lock-step? In this day and age, we should all be reaching out to not only understand where we have been, but where we need to go. Mark was reaching ahead of himself, not behind. If you can honor his decision to make the choice, the best way is probably to learn from his experience, share it with others, and to strive for excellence. While you may not be able to choose to blog, you can teach, you ca mentor, and you can certainly patronize those of us who can bring it to you.
Good luck, Mark. Vaya con Dios. Visit often and know that I’m hoisting a drink in your direction. Cheers and thanks for leading.
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