When I walked in to Opticare yesterday morning something was not right. The only person behind the counter was Beth (the office manager); usually there are 400,000 employees behind the counter.
Beth was on the phone; clearly she was dealing with a serious matter. She still managed to acknowledge me and make me feel welcome.
When she got off the phone she checked someone else in and walked me to the exam room. I made the comment about her being alone.
Her response (in a sing-song like manner): “Well it’s Monday morning; this one is sick; this one’s kid has something going on; someone died over the weekend.”
I laughed. She laughed.
But here’s the great thing. Her laughter really was laughter. Beth wasn’t annoyed. She wasn’t troubled. She just jumped in and became SuperBeth!
Several years ago that place was a mess. Employees were miserable, backstabbing, incompetent; I could go on and on. I remember two employees fighting right in front of me. I told them I wasn’t coming back.
Apparently I wasn’t the only one who was having a horrible customer experience. Beth and the doctors worked very hard to find a team of people that not only work; but like working together. There was no room for even one person not being a fit.
So when a Monday morning like yesterday pops up…….you do what you gotta do and don’t get crazed over it. It’s one morning.
Can you say this about your organization? Be honest.
