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a speaker for the next staff meeting, or helping them understand your capabilities will go a long way toward building client relationships. 6. Other Responders Paul Maniscalco, a former deputy chief with FDNY EMS, has one of the best quotes I’ve ever heard on this subject: “How can you expect a guy to help you out if you don’t even know how he likes his coffee?” Treat your mutual aid and other community responders as customers by asking yourself, “What do they need from me? How can we work more efficiently together?” 7. Governmental Agencies and Regulators I recommend that services provide at least quarterly reports to the governmental leaders in the communities they serve. At a minimum, these reports should include responses, transports, average response times, and presentations or classes completed. If you’re a volunteer agency, the calls handled between 5 p.m. and 6 a.m. (when the politicians are home with their families) and the number of volunteer
hours provided to the community (including calls, drills, classes, and any other activities) are particularly important. Create a value statement showing your worth. 8. Media Organizations The media can be a valuable tool in your effort to build your community image. They need news to cover, and you respond to news events. Work together, meet with them, feed them news, know and respect their deadlines, and if an issue arises, deal with it immediately. If you are not actively creating opportunities to interact with your customer groups and the media, you’re not going to get the visibility you need. To take your organization to the next level, start by crafting a positive image. Go to Holdsworth.com/marketing to take the Community Awareness Marketing Quiz and see where you stand.
3. Other Managers You need to begin to look at coworkers as your customers also. Every leader in your organization has expectations needing to be met so that they can do their jobs properly. Building internal relationships using a customer service model and forming multidepartment project teams to solve business problems will go a long way toward achieving a team-oriented workplace. 4. Community Leaders/Special Needs Working with community groups, church leaders, and school officials on events like Project Prom or DARE allows these influential members in the community to form opinions of you and your agency. 5. Health Care Facilities Even if you’re the sole EMS provider in the area, facilities can be fickle about who transports their patients. Don’t assume no news is good news. Periodic calls to check in on how your crews are performing, providing
From Jen’s Kitchen
CREAM CHEESE ALMOND COOKIES WITH CHERRY PRESERVES
INGREDIENTS
Where’s the Fun?
Filling and Glaze • 8 ounces cherry preserves (or any flavor you like) • 1/2 cup of confectioners sugar • 1/2 teaspoon of vanilla or almond extract • 1–2 teaspoons of water
Cookie • 1 cup of butter (room temperature) • 8 ounces cream cheese (room temperature) • 1 cup of granulated sugar • 1 egg • 1–1 1/2 teaspoons almond extract • 2 1/4 cups unbleached all-purpose flour
DIRECTIONS
1. Beat together butter, cream cheese, and sugar. 2. Add egg and extract until well-combined. 3. Slowly add in flour until all ingredients are incorporated. 4. In a small bowl, mix together confectioners’ sugar, extract, and water to make the glaze. 5. Mold the dough into small balls and place them on an ungreased baking sheet. 6. Dip a teaspoon into flour and press an indentation into the center of each cookie. 7. Fill indentations with preserves and bake at 350 F for 12–15 minutes or
Aquarius Chocolate February Leap Roses Year
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until the cookies start to brown. 8. Cool cookies on cooling rack. 9. Drizzle glaze over each cookie and enjoy.
*Adapted from an old family recipe
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