Customer service priority for garrison

By COL. BRUCE JENKINS
Garrison Commander
Taking command of Fort Knox Garrison six months ago marked my first assignment at this installation. In the past, garrison commanders here were Armor officers, and thus, already had a familiarity with Fort Knox. So, my basis for getting a gauge on the installation and how its garrison services stacked up was to compare among the installations at which I’ve served numerous times—Fort Bragg, N.C., Schofield Barracks, Hawaii, Fort Lewis, Wash., Fort Leavenworth, Kan., Carlisle Barracks, Penn., and several others.
Early on in my time here, I realized that Fort Knox is, in many ways, superior in the delivery of services and quality of support facilities than other installations around the Army. Much of that credit goes to those who led Fort Knox during its recent transformation. The task of providing quality installation services can be a difficult task, especially with the myriad of organizations that now call the installation home. But the likes of former Fort Knox Commanding General Lt. Gen. Ben Freakley and former Garrison Commander Col. Rick Schwartz overcame those hurdles.
As the current Fort Knox garrison commander, I want to sustain what’s been accomplished in providing quality services for the Fort Knox community. However, I also know we can still do better, and so you have my commitment that, working as a Team, we can live up to the mantra that we are the “Nation’s Gold Standard Army Home.”
A priority of the new Fort Knox commanding general, Maj. Gen. Mark McDonald, that the garrison is taking on deals with customer service. It’s a simple, yet effective approach.
1. Always give a friendly greeting to the customer.
2. Give the customer your complete and focused attention.
3. Thank the customer at the end of the service or conversation.
We already take customer service very seriously, and these guiding principles will only serve to enhance the experience our customers receive when partaking in the leisure and recreation opportunities on Fort Knox.
Another area of focus is ensuring the garrison command sergeant major and I regularly keep the Fort Knox community updated on installation happenings. And one such approach will be through regular columns in the newspaper. The garrison team is constantly making improvements on post that boosts the quality of life for the community, but these improvements do no good unless there’s awareness and participation among Fort Knox’s customers.
And this brings me to my next point of emphasis, active participation from the Fort Knox community is essential to helping improve the Army post. I have the A-Team of garrison staff, but it’s the customers who oftentimes have the great ideas to take us to the next level.
I recognize we are operating in a time of fiscal restraints, but that should never be used as an excuse for why an organization can’t improve. My call to action is for the Fort Knox community to use what we call ICE, or Interactive Customer Evaluation. Send the  Fort Knox Garrison your ideas through ICE on how we as an installation can improve. The ICE link can be found on the Fort Knox home page.
The garrison command sergeant major and I read every entry. Get your ideas out there. You never know, your idea may be something we can put into practice that will benefit the entire community.
With this team approach, we will make Fort Knox a better place to serve, train, live and play—one Soldier, one Civilian, and one  Family Member at a time.
Defend and Serve!