Is it possible there is something to be learned from the Fire Service when it comes to handling customer complaints? I strongly believe so and share that learning here. Scenario: Imagine a car accident on a busy highway, multiple serious injuries and heavy traffic. You know there will be lots of screaming and emotion, and this really is a life and death situation for the people involved. The Question is ... What would you do? The amateur care giver rushes in looking for the sickest person, gets caught up in the emotion and most likely gets themselves injured or killed in the process. Not good To View More >>

For god sake ... if you are going to be in business have some courage. Without it you will die. Firefighters are the people running into a fire when everyone else is running out. They're being brave and courageous, but that's not the same as saying they aren't scared. Whenever you go on a call you never know what you're going to get until you're there. Will this be a false alarm or the big one? Adrenaline runs for a reason and that is to prepare you for the job ahead. A healthy amount of fear keeps you safe. As I am sure you have heard before ... Courage isn't not being scared, it's being scared To View More >>

Does marriage have a lot to answer for? Hmm, good question. Personally I don't think so, but it does bring its own set of challenges. My belief is that relationships, whether with family, friends or lovers, "ebb and flow", a bit like the tide, and this means they need constant attention and will change over time. Like everyone, Sonya and my relationship has had its high points, but also some low ones. Currently things are absolutely wonderful and the low points long forgotten. The interesting thing, however, is, at their 'worst' relationships have the opportunity to become their 'best'. Why? Well, To View More >>

Recently I wrote about mates being awesome, and the best thing about joining the Fire Service is the camaraderie that comes with it. Honestly, I have never been involved in anything that has such a strong sense of community, and that holds the value of "having each other's back" so highly. It is an incredible organization for that reason. Our company, Queensberry, also has an amazing culture that fosters the feeling of one family and of looking after each other. We are very proud of the fact that, in all the past entries we've had in the "Best Places to Work Awards" we have been in the TOP 10, To View More >>

To say I am inspired by this is not enough, not even close, moved to tears seems more accurate. What an absolutely incredible example of a mans commitment and love for his son. And a sons ability to look past his own challenges and become so much more than any of us would think reasonable. Dick and Rick Hoyt you will be my heros forever. YOU CAN TOO! To View More >>