I know – you never thought you’d hear the words “DMV” and “efficient” in the same sentence. Well let me be the first to tell you….it’s true. They are too efficient now, and it’s leading to poor customer service.
Today I went to the Department of Motor Vehicles (at an undisclosed location in the greater Greenville area) to renew my driver’s license for the first time (hard to believe I’ve been on the road that long). As I walked in I was greeted by a very friendly, fast-talking woman. Before I could even answer her first question she had taken my driver’s license, told me which forms to fill out, and given me a ticket for the line. I was impressed. I sat down to fill out the forms, and before I had written my name down they called my number to head to the counter. I was even MORE impressed. No more long lines and waiting until you’ve missed a whole day of work.
That’s when I met the worker at the counter. I placed my form on the counter to continue filling it out…then I heard it. Click. Click. Click. Click. I looked up in horror to find the woman clipping her nails a foot from my head – fingernail clippings falling on the counter next to my form (no lie). Can I hear a hardy GROSS? Even after I finished the paperwork she continued to clip her nails while asking me questions in between typing answers into her computer. GROSS. I left mortified (I think you can tell by my driver’s license picture).
So you might say – it’s not that the DMV is too efficient. It’s just this worker’s lack of common sense in using her time. I might agree with that. However, the bigger point is this. No matter how fast or efficient you become at your job, you still need to provide quality customer service and engage the customer even if you find a little bit of extra time in your day. Don’t sacrifice quality for speed.
I’m just thankful I won’t have to see that worker for another 10 years.
