all in a day's work

A lot of people think that firefighters are in the fire business.. or rather, the putting out fire business. But actually, we are, at the simplest level, customer service representatives. Philadelphia Fire Chief Alan Brunacini literally wrote the book on it and I came across this blog that explains it rather well. We often meet people on the very worst day of their lives and our job is to try to help find that tiny ray of hope and light to make a bad situation come out better. Every fire station in our department has a copy of Brunacini's customer service book. It's a great read and I highly recommend it to everyone since it's applicable in every walk of life.