Today my little girl and I got to spend some quality time with the folks at the Pediatric Urgent Care. No big deal, she just had a little blunt force trauma to the head. She is alright. It looked and sounded worse that it was.
While dawdling in the waiting room, I watched the clerk that was checking people in. He clearly did not know what he was doing. I know this because he had to turn around and ask somebody else a question before every mouse click. The most interesting thing about this clerk was watching how he managed to interact with scared and sick children, and parents that were on edge. He appeared to be the only one in the building that was completely indifferent to everything going on around him.
Maybe I’m wrong, Maybe he was passionate about his work and was genuinely concerned about the children and families that came through. If so, he was doing a masterful job of disguising his feeling with his irritated facial expressions, his monotone voice inflection, the blank eye gaze, and the flippant manner he used to toss a clipboard at a mother. The icing on the cake was the enormous full-body stretch he performed in his chair while conversing with the mother of an infant. Wow! All I could think was that this guy was a total loser and the hospital needed to set him free to find a vocation that was more suited to his unbecoming demeanor.
I share this story because it reminds me that serving others is about caring. The clerk was taking information from people and handing out forms but he was not serving. Serving involves caring. Those with the most tedious and low-level positions can make or break an experience with a customer, client, or family by caring. Care about the quality of your work, care about how you make others feel, care about how you are perceived, care about brightening someone’s day or lightening someone’s load. Serving is based on caring.
If you are a teacher, a therapist, a doctor, a nurse, or the clerk at a pediatric urgent care, you will do yourself and everyone else a favor if you start caring more, because true service starts with caring.
Please share this with friends, families, professionals, and clerks that work with children and their families. You can receive regular perspective, insight, and suggestions for working with children with special needs by “liking” this page or use your RSS reader to subscribe to Special Help for Special Needs.