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Eat an Elephant, Choke on a Gnat

BY ALAN BRUNACINI We recently have conducted an ongoing discussion about fire department customer service. Last month, we described how the combination of core service and added value creates the most complete way we can relate to the situation and the customer. We are typically called to deliver a service that somehow solves a basic fire or medical problem the customer is confronted with. We extend core service to solve that problem. The relationship we have with these basic disruptions in the customer's life is what "gets us in the door." Once we have responded to and hopefully solved the problem, we then (once we are in the door) have the opportunity to look at the customer's...

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