Fire Department Customer Service
(formerly Essentials of Fire Department Customer Service)
Alan Brunacini’s timeless guide to building a fire department culture rooted in kindness, empathy, and service. Long before “customer experience” became a buzzword, Chief Brunacini showed the fire service how to take care of the most important person on every incident: Mrs. Smith—the citizen we are sworn to protect.
This book breaks down simple, practical, and deeply human ways to serve the community while strengthening internal culture, team cohesion, and command confidence. From first contact to final wrap-up, Brunacini delivers a blueprint for doing the right thing, being nice, and treating people—inside and outside the organization—with dignity and respect.
What’s Inside
The philosophy behind “Mrs. Smith”Actionable customer-service standards for fire departments.
Simple, repeatable behaviors for firefighters, officers, and chiefs.
How compassion improves safety, trust, and effectivenessLeadership lessons that stand the test of time.
If you believe great service is as essential as great tactics, and that the best fire departments are built on humanity as much as horsepower—this is required reading.