Trickle-Down Customer Service

Customer service trickles down from leadership, through members, to customers. Photo by Kim Fitzsimmons.

Customer service trickles down from leadership, through members, to customers. Photo by Kim Fitzsimmons.

Every organization serves customers. Retail stores, governments, hospitals and restaurants they all serve customers, both internally and externally. So, shouldn’t meeting the needs of all of their customers be a top priority? Trickle-down service may be the most effective way to serve everyone.

Fire departments, like other organizations,  are trying to make their way through tough economical times while maintaining, or improving, their customer service. But operational decisions made while weathering a storm must not ignore your organization’s first customers, your members. Making drastic changes, even if needed, must be done with care in order to meet the service needs of your members first. Take care of your members first, and, as a result, they will feel better about what they do. Your members deal directly with the community, so customer service is a key part of their responsibilities. Here are some ways to trickle customer service down through your organization:

  • Customer service trickles down from leadership, through members, to customers. Bypassing your members will not improve your customer service. Your members are the people on the front lines with your customers. You have to go through your members first.
  • Happy members make customers and the organization’s leaders happy. When your members experience good customer service they are happy. When your members are happy they serve their customers better. When your members and their customers are happy, well then, your organization’s leaders have no choice but to be happy. Everyone is happy!
  • Happy members help the organization work better. Unhappy members do not make extra effort to help, and sometimes make things worse causing more financial problems and less efficiency. Whereas, happy members contribute and take responsibility to make their organization better. They take initiative and go the extra mile. To improve your organization, keep your members happy!

How is the customer service at your organization? How have you tried to increase it through your members? Are your members happy?

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