While we can quantitatively point out that having a customer service attitude benefits us in public support, there should be a much more altruistic reason for our embracing that belief.

I have found, for example, in the individual with a dozen patches on his or her coat, an inverse relationship between the “advertising” and how much I trust their “experience” on the scene.

Firefighting isn’t Jackass: There is a serious difference between taking stupid risks and calculated risks.

When your organization is experiencing such dysfunction that it is obvious even to the newest recruit, then how clueless are you to insist that everything is coming up roses?