The Interactive Customer Evaluation (or “ICE”) comment system is one of my favorite things about services on military bases. Through it I feel like I have a way to voice my concerns over things that need to be addressed but may otherwise go unnoticed, or compliment people for a job well done.
This system, available for every service and every base across the military, is by no means new — but it is sometimes underutilized. And while it may not work quite as well on every base out there as it should, in my experience it is by far the most effective way to make stuff happen.
But some I talk to don’t see the value in ICE or are unsure how to use it in a way that brings outcomes. Others don’t even know what it is. To me, a world class ICE user, this is just a tragedy.
Using ICE is fairly simple. When you come across a service you’d like to make a comment on, simply follow these steps:
- Visit the ICE main site
- Locate your base or post
- Pick the category under which the service you’re looking for will likely appear
- Fill out the comment card
I have also found following a few simple guidelines brings the best results while helping you, the commenter, feel like you’re not just shouting into empty space. And so I bring you …
Amy’s ICE Rules
– Comment Often: I try to file a comment at some point about every on base service I use. What did I like about it? What did I not like about it? What is great and what can be improved?
– Develop a schedule: I make a list (whether hard or mental) of the services about which I need to leave comments. Then, instead of spending time messing with Facebook, once a week I write them up and send them in.
– Give the people you’re commenting about the benefit of the doubt. I never complain about something until I see the problem twice. Maybe someone is just having a bad day or the person who cleans the lockers called in sick. But if the locker room is disgusting two or three times in a row – it’s time to hit the ICE system.
– Don’t just complain – compliment! File ICE comments when you see people doing a great job, not just when they need a swift kick to the pants.
– Always give your name and contact information and request follow-up. I’m sure there are situations where you don’t want the person or service you’re commenting on to know who you are – but I’ve yet to personally come across one. By leaving your name and contact information and telling them you want a follow-up, you give the message that this is a subject about which you are invested. If you’re commenting on a problem you can use active help with, this will make sure you get it. If you are complaining about something less life changing – like a constantly overflowing trash can at the playground – you at least give the message to the reader that this is something you really want to see fixed.
– And, finally, remember that if someone doesn’t say something, the problem will likely never get fixed. Yes, it is the job of the Child and Youth Service’s director to make sure her people are doing their job. But she can’t be everywhere at once – you get to be eyes on the scene, too.
Now go and comment on something! And to those are already awesome ICE users — share some vicitory stories in the comment section.