Services

Customer Service is Part of Your Mission

EMS, the Fire Service, 911 communications facilities, what do those emergency carrier specialties have in common? What is the one element that is routinely ignored with the aid of a majority of agencies? It is of path service.

We are all inside the carrier enterprise.

My objective in this article is to make you observed, undertake your consolation degrees and help you increase a machine to turn clients into customers. Throughout my 30+ year as an EMS professional and a consultant, I have found that this method takes complex paintings, willpower, and constant effort, but the rewards are exquisite.

Some un-enlightened EMS leaders will not apprehend and will not grasp the diffused but essential distinction between customers and clients. In truth, many of our colleagues have not begun to embody that they are even in a commercial provider enterprise.

In the beginning, the general public called and we came. Contracts with municipalities and healthcare centers have been easy if we had them in any respect. We amassed subsidies, stipends, or donations from our groups. We did our activity, and that became enough. It isn’t nearly enough anymore.

Response instances, requirements of exercise, playing an active role in the community, growing solid relationships with the local governmental agencies, obligatory machine reporting, managing new privacy, and different federal compliance regulations are just the start line for expectancies. And that was pre 11th of September. Now the roles and expectations have increased, the readiness stages are even higher, and communities look to us, the ’emergency service experts’, to deliver in time of crisis.

For the remainder of this text, I’ll be talking especially to EMS carriers. But the actual degree of success of any emergency service business enterprise is once they have cultivated a experience of community awareness so excellent that humans inside the community refer to them as ‘our’ ambulance carrier as opposed to ‘the’ ambulance provider. Cultivating this level of focus is what enables flip clients into clients. How does your community consult with you?

Think approximately the term patron. Who has clients? Lawyers, tax professionals, counselors, consultants, and financial planners, just to name a few. They apprehend the long-term cost of growing high-quality consumer relationships. They are looking for referrals and goodwill to increase business. You are seeking to reap the blessings of friendship and informed aid for your mission through the people inside the communities you serve

Duane Simpson

Internet fan. Zombie aficionado. Infuriatingly humble problem solver. Alcohol enthusiast. Spent several months exporting UFOs in Jacksonville, FL. A real dynamo when it comes to exporting gravy in Tampa, FL. Spent 2001-2004 implementing saliva in Edison, NJ. Had moderate success getting my feet wet with junk food on Wall Street. Practiced in the art of building Virgin Mary figurines in Tampa, FL. Practiced in the art of marketing Roombas in Phoenix, AZ.

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