Effective Outcomes & Customer Service

This episode features Nick Brunacini, Terry Garrison, and John Vance.

We push past acronyms and politics to center customer service as the fire service’s true north, linking training, staffing, and culture to outcomes for Mrs. Smith. We call out FINO departments, hazing, weak command presence, and political gamesmanship that erode trust and increase risk.

• customer service as the organizing principle for chiefs and unions
• training tied to standard problem-solving outcomes
• tactics anchored to life safety through fire control
• FINO departments and response time realities
• overtime, constant staffing, and budget politics
• using mayday and fatality data to defend night staffing
• on-scene education to convert angry customers to allies
• hazing, misconduct, and decisive leadership in crises
• NIOSH lessons, lawsuits, and predictable, preventable failures
• inside–outside culture alignment and whistleblower safety
• influence over control as a leadership stance

Make sure to subscribe and tell your friends.

This episode was recorded at the Alan V. Brunacini Command Training Center in Phoenix on December 4, 2025.

For Waldorf University Blue Card credit and discounts: https://www.waldorf.edu/blue-card/

For free command and leadership support, check out bshifter.com

Sign up for the B Shifter Buckslip, our free weekly newsletter here: https://lp.constantcontactpages.com/su/fmgs92N/Buckslip

Shop B Shifter here: https://bshifter.myshopify.com

All of our links here: https://linktr.ee/BShifter