Best Laid Plans
Recently a friend living in the Caribbean asked if I could do her a big favor. Her friends and contacts in NYC were all out of commission and she needed copies of her marriage certificate and her divorce decree for immigration purposes. This favor would entail going to the County Clerk and another office to get certified copies of both documents. I said sure. She offered to pay for my car service both ways and reimburse me for the fees I’d have to pay at both offices.
I had a car pick me up at 8:15 AM. My appointment was scheduled for 10:00 and it was suggested I get there 30 minutes prior for security. When the car entered the highway the driver immediately moved into the Express Lanes. I hadn’t planned on this, instead estimating we’d be in traffic for 20-30 minutes. We were out of the tunnel in no time, which had me thinking I’d be very early and wishing I would have arranged a pickup at least 20 minutes later. I was wrong! Lower Manhattan was a bitch, causing me to arrive five minutes late. Upon entering the building, I was greeted by a Security Guard, who asked if I had an appointment. Yes, I said, but my name was nowhere to be found. Kindly, he told me that I was not on the list for 10 AM or 9:30 AM. Fortunately, I brought the email my friend sent indicating the time of the meeting.
I then entered Security. Even after telling them I had a metal bracelet on, it set off the device and I had to have a wand scan. Directed to another, the employee there insisted I had to fill out details about my friend’s marriage that I didn’t know. After about 10 minutes of this, I simply wrote her name on the form, signed my name, and was granted access.
Sitting, waiting for my number to be called, I reflected on the experience. I had provided each person I’d come in contact with, specific details. I may as well have been speaking Greek, because none of them was listening. Not one of them exercised interest or judgment. The last person in that office seemed to be on top of everything, with no support from coworkers or management.
Leaving the first appointment, I had to walk to the other end of the building, a city street, and backtrack for my next appointment. (Readers, are you as unsurprised as I am?) This time I entered the Manhattan Supreme Court Building. Court Officers manned the entrance. It went smoothly. I had a first floor room number but couldn’t find it. Upon asking an Officer I was told to take the elevator to the basement.
I walked into the Clerks room, a huge dreary place. About five people were at desks far away from the reception area. A young man, who I learned later was a trainee, greeted me at reception. After telling him what I wanted he said I have to ask my supervisor about this. I was an unusual case. It took awhile, as the documentation letters giving me the ok to receive this information had to be microfiched into the system. The trainee kept me informed along the way, which I appreciated. I met another person who seemed to know everyone and asked her if she worked in the building. She said no but told me about the expertise a couple of the workers had ie. knowing where everything was. It was time to pay and another woman came over to me and escorted me to another room. You would have thought a veil was lifted.This room was full of lively employees, engaging with their coworkers and with their work.The energy was high. The walls were painted the same drab eggshell color, but the employees seemed happy and engaged in their work.
So what was the difference? Management, or in this case, supervisors. I couldn’t believe my eyes. Early in my career while taking the OSD course at the Gestalt Institute of Cleveland I was assigned to analyze an organization without saying a word. I was asked to walk around and observe. What could I learn? That assignment never faded from my memory. Here I was, decades later, using my skills of observation. I could have made a report about both offices I had visited that day, which served as a stark reminder of the importance of supervisors and managerial accountability.
My report would no doubt have highlighted the trainee. I hope the young man’s natural abilities to serve customers continues to be nurtured.
Readers, have you experienced a disempowering supervisor or manager? Have you seen a new supervisor or manager reignite a lackluster team? I welcome your thoughts.