|By Lt. Gen Mike Ferriter, Commanding General,
Installation Management Command
Every day across our installations, members of Team IMCOM, or the
Installation Management Command, are working hard to provide world-class
customer service and make it a great day to be a Soldier, Family member
or Army Civilian.
A prime example is when a 71-year-old retired sergeant first class
visited the Fort McCoy ID card office to renew his card. Mr. Ken
Quade, a separation and retirement services specialist, noticed the
retiree needed a different kind of card. He was not receiving all
the benefits he should have.
Mr. Quade could see the customer needed help, and so he took
corrective action. Incredibly, with Mr. Quade’s help, the retiree
was eventually able to recover more than $41,000 in back pay and
receive other benefits he had earned.
Just imagine the impact of this on the sergeant first class and his
wife. They returned to the office to tell Mr. Quade in person what a
big difference it made in their lives.
We in IMCOM are charged with delivering the majority of installation
services and Soldier and Family programs, and we know that a
critical element of service delivery depends on our people.
World-class customer service depends on making connections with the
customers across the counter — listening to them, working to find
solutions, and saying thank you. It doesn’t cost a penny to make
someone feel like a million dollars. It does take a commitment to
serve and provide leadership at every level.
Our focus on customer service is a promise of predictable service.
It is a promise that customers will always be treated with courtesy,
respect and an attitude of let’s-make-this-work.
We can see many other great examples of customer service across
IMCOM. There’s Ms. Carol Pryer, a survivor support coordinator with
the Florida Army National Guard, who with great persistence and
compassion has built a strong network for our most revered members,
Or, Ms. Robin Greene at Fort Sam Houston, Texas, who has worked hard
to streamline the process for providing housing for Soldiers with
medical needs. Or, Ms. Jessica Zagelow, Family Child Care director
at Fort Bliss, Texas, who goes above and beyond for children who
need extra care. Or, Mr. Nick Overstake and Mr. Pat Fielder at
Campbell Army Airfield, Ky., who came in Christmas Day to repair
runway lights and make sure a flight with redeploying Soldiers could
land. There are way too many great examples to name them all, and to
that I say, Go Team!
Thank you, IMCOM personnel, for setting the standard for customer
service. I am extremely proud of our team and what you do for
Soldiers, Families and Civilians every day.
And thank you, too, to our customers for your feedback. Keep sending
us those ICE (interactive customer evaluation) comments. Visit the
IMCOM Facebook page and tell us about our team members who deliver
excellent customer service. We want to know how we can improve, and
just as much, we want to hear about our stars.