Passport - Customer Service Lesson
Recently, I made an appointment to get a passport for my daughter due to the new restrictions about U.S. travelers vacationing in the Bahamas. If you have ever tried to call the Post Office, you can empathize. The word NIGHTMARE comes to mind. I can’t tell you how many times I had to call just to get someone to answer the phone. I finally got someone to answer the phone and made my appointment for the next Monday at 10:30.
I arrived at the Post Office at exactly 10:30. The passport office door was closed and there was already one person in line ahead of me. Soon after I got in line, a family got in line behind me with their paperwork in-hand. I just assumed that they were running behind in appointments.
The Passport Warden exits his office with a family in tow and asks, “Who had the 10:30 appointment?” Surprisingly, I raise my hand along with the gentleman to my rear. The warden excused himself to get his appointment book (a notepad). When he returned, he said, “Mr. Rose?” I replied, “Yes, that’s me.” He claimed, “I had you down for 10:45″ and ushers the other family in.
I looked to my wife who gave me an icy glare about obviously getting the time wrong. Reading her mind, I said, “I’m positive it was for 10:30.” Finally, we got called in at about 11:00 and started the process, which only took about 10 minutes or so. I had a bad feeling when the Warden mumbled a comment to himself about the Patriots beating the Giants a day earlier. I also noticed Giants memorabilia on his desk. Of course, I just happened to wear a Patriots hat that day.
What really got me upset was when I saw the Warden’s appointment book (remember - notepad) that had in writing “Tony Rose - 10:30″. If it hadn’t been for needing an expedited passport and him controlling the paperwork, I would have immediately called him on his mistake. I could imagine telling him that he was wrong and finding my daughter’s paperwork in the wrong outbox (recycle bin).
My message here is this; if he had said, “I’m sorry, but I have inadvertently double booked. Who was here first?” All would have been well, even if I got there after the other family and still had to wait. Everyone makes mistakes. But, when you lie, making someone feel stupid thinking they 
can’t record the right time, that’s flat out wrong! I have made mistakes (though rare), but always take ownership, apologize and never make that mistake again. It goes a long way when you don’t try to lie, finagle, back pedal or play the blame game. Be humble, honest and never compromise your integrity.
[Stepping off soapbox]
January 30th, 2008 at 6:40 pm
Honesty goes a long way. I think a lot of people are worried that they’ll be perceived poorly for having made a mistake. But lying is far worse, in my books.
January 31st, 2008 at 11:38 am
I absolutely agree Andrea! I learned early in life and in my career that you must always take responsibility for a mistake and never make the same mistake again. By being honest and accountable, you will go that much farther in life/work!
This isn’t rocket science… Integrity and strong ethics are not something that I believe can be taught later in life. You either have them or you don’t.
Honesty does go a long way!