Bringing Hero Home

20/20 had a great segment this past Friday called, "Bringing Hero Home," a very touching story about a soldier killed in the line of duty and how they were able to bring a dog he cared for over in Iraq, back home. His father can be seen here wearing the blue t-shirt with one of the 9/11 Patch Project designs on it.

Seeing this story Friday night along with the 9/11 Patch Project design on the fathers t-shirt, reminded me how our U.S. Soldiers began participating in the 9/11 Patch Project back in 2002.

Many of our deployed troops have been wearing one of the 9/11 Patches since March of 2002 when a Navy Pilot and Navy SEAL introduced them while deployed in Afghanistan. The soldiers wanted to wear them alongside U.S. Fire and Police personnel as a sign of unity. LTJG Everett Alcorn can be seen wearing one of the 9/11 Patches in this photo, flying a mission somewhere over the waters of Afghanistan. Alcorn was assigned to the Helicopter Combat Support Group- HC6. He bought 200 patches and handed them out to his fellow pilots stationed on his Air Craft Carrier.

Shortly after Alcorn brought the 9/11 Patches to his fellow soldiers, a Navy SEAL from Team 1 Hotel Company, added the 9/11 Patch to his military issues. A San Gabriel Firefighter, who participated in the project back in 2002, was good friends with the SEAL and sent him the patches.

Over the years, the 9/11 Patches have become very popular gifts for soldiers deployed overseas. Like the dog in the story, soldiers are always looking for things to increase their morale. To order the patch that can be seen in the photo at the top, click HERE to get a huge discount. To order a t-shirt with the patch design on it, click HERE.

There's no pleasing Ms. Brody

WHERE IS MY ORDER??????????? This was the exact title of an email sent to me yesterday along with the exact amount of question marks. Upon opening it, the body of the email went on to say she had ordered 3 patches on September 26th, the money was out of her account, she sent three emails and she was tired of getting my stupid newsletters. She ended with "and I still have not got them - WHY NOT???????????" 

Funny thing is I had deleted her first email after responding but then received this near duplicate even after I had asked for additional information and why her address in Ireland did not have a house number or street. This is almost the exact email she had originally sent me--there were no responses to the questions I had asked in two previous emails. Is this how most people inquire about their order? I would stick my neck out and say...no way! Having no record of any prior emails sent from my Gmail account, I told her that and expressed my concern about her address seeming incomplete.

Getting no where with her, things escalated where my response to Marion included phrases like, "Stop being rude and act like an adult" and "Calm down...I am trying to work with you." She analyzed the phrases and responded back to me, "I must say its no wonder nobody is buying from your site, you have no customer service skills and you seem to be running a one man shop answering your e-mails through your Blackberry!! Have a read back over your reply again - my god you are the rudest, most arrogant, patronising man I have ever come across. How dare you tell me to 'act like an adult' - is that what you are doing by speaking to a customer like that? You are a joke!!!"

Emails are a very imperfect means of communication and I have to admit, this is not the first time someone has misinterpreted my email. Three is no misinterpreting Marion's email--it was pretty clear. Phone calls are always the best methods for communicating between a buyer and a seller--but a phone call to Ireland was not in the budget for this $10.38 purchase for 3 decals (not patches).


So, after checking the paypal database for her order, I found it was actually made under someone other than herself. But it was filled and sent to Ireland within 24 hours. Why it didn't get there, no one really knows. Had I actually heard from her sooner, I would have bent over backwards to please her because that's how I feel about all customers. Occasionally an order does not find its mark and I will re send. In this case, I got frustrated and refunded her friends account because she never answered my requests. Before this email came today, I even sent another order to the same address (she insisted it was where she received mail the past 3 years) just to see if there was any way to make this lady happy.

So the last part of her latest email read, "I work in a company and had an order for 78 of your decals from my staff, but because of the way you treated me I won't be placing that order now - so its your loss for being so arrogant. I will be highlighting your web page to all my contacts and telling them not to order from you. Now you 'calm down' and try and be nice to people in the future."

Lessons learned: The customer is not always right. I do have to take responsibility for the statements I made out of frustration but I am human and like customers, my buttons can be pushed as well. I am a one man show but take pride in making the happiness of my customers the most important part of what I do. The reputation of the 9/11 Patch Project the past 10 years is impeccable--there should be hundreds of you out there willing to come forward to speak to that.

In the end, I have lost a customer but I am convinced that there is nothing more I can do. Emails are not the best means of communication and this case history is a testament to that. If Ms Brody wants to make her ambition bad mouthing the 9/11 Patch Project, there is nothing I can do. After serving over 15,000 customers these past 10 years, losing one is something I can get over. There is nothing that I said that called for the demeaning response I got from her. I have run this project the past 10 years to help folks remember the heroes of 9/11 and raise funds. This is what I do and the support I get from 99.9% of folks out there is what fuels me.

Brett Hill- Founder
9/11 Patch Project

A 9/11 Uniform Patch That Traveled Around the World

Belgian Firefighter "Bob"

Meet Bob, a firefighter from Belgium. Although, I have recently been corrected to refer to Bob as a "Belgian Firefighter." Bob supports his brother firefighters by wearing the 9/11 Patch on his Class-A uniform--a purchase he made nearly 10 years ago after the tragic events of 9/11.

No politics--no cultural differences--no boundaries, just a firefighter honoring the loss of hundreds of FDNY firefighters many thousands of miles away. Even though the patch bears the image of our U.S. Flag, he wears this patch from another country right on the front of his uniform.

Bob is not alone. Even today, nearly 10 years later, orders from Belgium come into the 9/11 Patch Project regularly. And Belgium is not alone, as orders from Germany, Sweden, Japan, China, Italy, Malta, Australia, New Zealand and many other countries continue to come in as firefighters and citizens alike, from these other countries, want to show their support for the lost heroes of 9/11. 

Italian Father and Son Firefighters

Ten years later, the 9/11 Patch Project reflects on the work the project has done. You see, it's been about more than just a patch. It's been about bringing both public safety and citizens from all countries back together--it's been about unity. The patch traveled around the world and has shown up on uniforms everywhere--making this project the largest and farthest reaching 9/11 Project in the world.

No back slapping and celebrating here; whether it's one of the 4 patches, decals, pins or flags, that people wear or display, it sends a clear message to folks around the world: We are united, strong, tenacious, enduring...WE ARE ONE!

With Bin Laden dead and forever lost at sea, we can move forward this 10th Anniversary of 9/11/01. We will still not forget the brave sacrifice our heroes made nearly 10 year ago but the patches, decals, pins and flags sends a message to the world that despite the time that's passed--the resiliency of our nations--WE WILL TRULY NEVER FORGET those that perished at the will of the most hated evil doer in the world.

So do you have your patch? Does your organization wear it already? There's no sunset to this project--remembering is forever. So pick your patch or decal up now and be counted.

Release of new full size 9/11 Flag

The 9/11 Patch Project has just released this full size flag (3 foot by 5 foot) that bears the image of the 9/11 Patch worn by over 5000 organizations in 22 countries.

The flag is a strong polyester material, printed on both sides and screen printed to resist fade.

The flag can be purchased by fire departments and flown on their apparatus or station and purchased by the general population as a flag that can be flown on their homes.

This custom flag will most likely sell for $59.95 each. As is the case with the patches, portions of the proceeds from the sale of the 9/11 Flags will benefit the FDNY's Bravest Scholarship Fund and the Terry Farrell Firefighter Fund.

Please watch our order page as the flag will be up on the website very soon. Here is the link to the order page: 9/11 Patch Project ORDER

Here is a video news story from the founder of the 9/11 Patch Project, Brett Hill, former Firefighter-Paramedic and IAFF Local 3657 President.