Why would you put your crankiest employee at the first point of contact with the public?
I had to go to the DMV the other day because my drivers' license expired on my birthday. (Yes, I could have gone before I left on vacation. Details.) On Monday night I checked the website and there was an appointment available for 7:50 in the morning. Even though I'm not so much a morning person I went ahead and took it, knowing that the DMV has a reputation. You know what I mean.
So I got up early, put on some make up, (summer is make up optional around here,) and went down to the office. I arrived between 5-10 minutes early-I thought I was doing ok. <-- Mistake #1 I grabbed my to-go coffee mug and headed inside expecting to have to wait, regardless of the appointment. <-- Mistake #2 I was promptly told that there are no beverages allowed besides bottled water with reclosable lids. Damn. Out to the car I went to put my life-blood away. When I finally got back in side I had to get into a line-of people WITH appointments- that was about 30 people long. (So much for making an appointment.)
Here's where my question applies. When I got to the front of the line to just check in, the woman treated me like I had 4 heads and tried to bite hers off. I even started out with a smile, which, if you know me is kinda hard to get at 8 am. (I think it was actually 8:15 by then, but still.) She was rude, and short, and generally unpleasant.
I get it that "everyone is fighting their own battle" and that bad days happen, but with all of the people milling around in the office that morning couldn't she have traded her station? Couldn't she have said to someone that she needed a break to compose herself? If she treated me, someone who was smiling, like she did, how did she treat someone that was already in a bad mood or needed more help than a simple check in? I shudder to think.
So, to the California DMV office: You might not have such a bad reputation if you would put someone with a sunnier disposition in your #1 customer contact spot.
Just sayin'.
Thursday, July 19, 2012
Just a Suggestion
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4 comments:
Ugh, how annoying. It's like the DMV works to maintain their bad reputation.
Have never enjoyed my time at the DMV.
How do these people keep their jobs? there are so many unemployed people why are they not moving on to the next available "wants to be employed" person.
Ugh, I hate going to the DMV, however, this last week, I was pleasantly surprised at how nice they were at the desk. They must have been the replacement crew?!
The guy testing me for my motorcycle endorsement, however was a little intimidating. He wore his "Top Gun" mirrored sunglasses and was all business. When he asked me if I had any questions, I asked him if he'd give me a thumbs up or a thumbs down; just so that I'd have some indication as to how I was doing. He didn't crack a smile not once.
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