EMS, Ambulance, Fire Division, 911 – Customer support is Part of Your own Mission


EMS, the fireplace Service, 911 marketing communications centers, what do each one of these emergency service areas have in common? What is the something that is routinely ignored by a majority of companies? It is of course support.

We are all in the services business

My goal in this article is to cause you to think, to problem your comfort amounts and to help you create a system to turn clients into clients. All through my 30+ yr career as an EMS professional and a advisor I have found that this procedure takes hard work, commitment and consistent work but the rewards great.

Some un-enlightened EMS leaders will not comprehend and will not hold the subtle but essential difference between consumers and clients. Actually , many of our colleagues possess yet to accept the fact that they are inside a service business.

At first the public simply known as and we came. Agreements with municipalities as well as healthcare facilities had been simple, if we experienced them at all. All of us collected subsidies, stipends or donations through our communities. We all did our work and that was sufficient. It is not nearly adequate any more.

Response times, requirements of practice, actively playing a very active part in the community, developing powerful relationships with the nearby governmental agencies, obligatory system reporting, coping with new privacy along with other federal compliance rules are just the starting place for the expectations positioned upon us. And that had been pre 9/11. Right now the roles and also expectations have improved, the readiness ranges are even higher along with communities look to all of us, the ’emergency assistance professionals’ to deliver with time of crisis.

For your remainder of this article, I shall be speaking specifically to EMS providers. But the correct measure of success associated with any emergency provider agency is once they have cultivated a sense community awareness so good that people in the community make reference to them as ‘our’ ambulance service instead of ‘the’ ambulance program. Cultivating this degree of awareness is what assists turn customers in to clients. How does your own community refer to a person?

Think about the term customer. Who has clients? Attorneys, tax professionals, therapists, consultants, and monetary planners just to identity a few. They know about long-term value of building positive customer human relationships. They are seeking recommendations and goodwill to improve business. You are trying to reap the benefits of goodwill in addition to informed support for the mission by the folks in the communities an individual serve

People request me all the time, “Why do I care? We don’t have time for all this ‘nice touchy feely stuff. I’ve obtained a service to run. inch My answer is definitely the same, “You may educate people one by one and develop plus informed army regarding supporters. Or, you can test and educate all of them as a group in crunch time, right after something has gone incorrect which is a much more difficult job. ”

Dedication to a long term system to develop client associations will insure the actual operation integrity and even long term viability of the service. This is valid for volunteer, city and county, hospital-based or trader owned services.

Think about any service in your town that is either in danger now or has failed.

I assure you that a minumum of one of the factors at fault is a failure in order to provider proper amounts of service to one or more client groups.

Before we are able to discuss turning buyers into clients we need to define the difference after which discuss what a great relationship should seem like.


cus-tom-er One that buys goods or services; 1 with whom one particular must deal

cli-ent One for who professional services tend to be rendered (Source: Us Heritage Dictionary)

These types of definitions couldn’t clarify the way many solutions view the relationships any benefit. Many look on anything outside the real provision of unexpected emergency care as something which must be dealt with, plus they certainly don’t view the need for a romantic relationship ‘after the sale’ when the patient beyond the ambulance together with off the stretcher.

Greatest practice agencies begin to see the value in offering professional services and servicing the client ‘after the sale’. They already know that a satisfied consumer can be developed into complaintant and become a positive tone of voice in support of their company. Every person who makes contact with your company starts the relationship like a customer, it is your current responsibility to turn these into a client.

A great working ‘client’ partnership should pass this particular Four Criteria Examination

· There is a continuous two way circulation of information.

· Each side see the value in the long run benefits of working with each other.

· Both parties see the other as a useful resource.

· Solutions are tailored to meet/exceed the clients’ requirements.

Reality Check

Can you term three different consumer relationships that you have which fit all four from the criteria listed above.

Folks who wants, don’t worry. Not many emergency service frontrunners can. Read on, we will develop the foundation for your changes you’ll need to create if you want to get there.

Since you have an idea involving what’s in my mind when I describe the, let’s talk about the various customer groups which will interact with your service plan and what you need to do to choose them into customers.

Eight Customer/Client Organizations

I have identified for you personally the eight fundamental customer/client groups that each emergency service office manager must learn to provide:

1) Employees/staff

2) Patients/families

3) Some other managers in your business

4) Community Leaders/Special Needs

5) Health care facilities

6) Additional responders

7) Federal government regulators

8) Press organizations (Print/Radio/TV)

There are a number of sub-groups that could exist in your support are but these would be the basic headers for that remainder of our conversation in this article.

A successful EMS leader today should actively work to satisfy the varied, and often contending, needs and anticipation of EACH of the organizations listed above. The purchase outlined above demonstrates my personal philosophy in the importance of each. Not really that each group is not really important in its personal right, but provided a conflict of your time, I would handle a good employee’s need prior to handling one taken to me by the press.

Employees / Personnel

I firmly think that the employees/staff will be the number one customer team that leadership acts. I WANT to turn the marriage with the employees right into a client relationship as fast as possible.

Reality Check

Does the connection with your staff the actual four criteria buyer test?

Very few organizations can honestly solution ‘yes’ to this issue. Most are dealing with bickering, conflict, recruitment or even retention troubles as well as unreasonable demands through employees or their own representatives.

As we start work with agencies within crisis and it is crystal clear that no clientele relationship exists, the very first steps to repair destruction is what we contact Hitting the RESET Switch.