There is a bad joke / semi serious statement amongst veterinary practice managers; “no good deed goes unpunished.” And while I see the reality in this, and have even said it few times, I ultimately do not subscribe to the point of view. What is wrong with being nice?
I get it, I really do, being nice is hard. But being polite and showing respect for your peers, those you interact with, those who report to you and those you report to is not only the right thing to do, it is in your interest.
Since being a manager, and someone who hires and fires, I have always been shocked at those who felt that just not turning up for work, and refusing to communicate was an acceptable way to hand in one’s notice. Despite the obvious impoliteness and unprofessional behavior of leaving your co-workers in the lurch, there is the added inconsideration of those who feel at least partially responsibility for your well-being. Stories abound, and I have personal experience of, employees with limited family in serious trouble at home which is only discovered when an employer starts inquiring after their well-being after they fail to show up for work. I never even considered doing this, and I’ve seen this behavior from young and old so the generational clichés don’t offer any answers.
As I discussed in another post, the superstar employee who feels they are above the general rules of behavior in the workplace is another example of a failure to be nice. I don’t have a lot of sympathy for this kind of behavior and generally find it to be counterproductive – the exceptions being just that and not proving anything.
And then there is the Dunkin Doughnuts Lady…
The following video is pretty offensive but it does prove a point. A customer feeling that they have been wronged videos herself claiming free food from the day shift of a Dunkin Doughnuts after she feels her receipt was not given to her in a timely manner the night before. While all the time informing anyone who will listen that she is filming the encounter, and that she is going to post it on Facebook, she delivers an avalanche of racial slurs, abuse, and is generally obnoxious. The employees, to their extreme credit, keep their cool, try to make the customer happy, and are professional throughout despite extreme provocation.
(WARNING: THIS VIDEO CONTAINS VERY OFFENSIVE LANGUAGE )
The story of the video however, does not end with the video. After being posted online last week it went viral, but not in the way that the original poster had hoped. A tirade of negative comments about the behavior of the customer led her to delete her Facebook account and one can only imagine the personal repercussions – the least of which is finding out that the majority of people do not think the way she does.
This incident also shows of the worst side of social media, where someone tries to leverage it for their own ends and as a shield for their own bad behavior or sense of being wronged. This can also be called the Yelp Effect. I am not a Yelp hater, but I do think it is a flawed system and one that rewards bad behavior from both businesses and customers with little recourse. The Better Business Bureau had its flaws but at least there was an attempt a resolution.
In the veterinary world, an often heard phrase is “you don’t care about animals” often paired with “it is all about the money.” Although uttered by people in difficult circumstances, and born out of frustration, it is still extremely hurtful for anyone who has choose to make their career working with animals and has caused more than a few sleepless nights for a lot of deeply caring people.
We all have difficult customers, employees, and colleagues – it is how we deal with them that counts and makes a difference from one business or organization to the next. The bottom line is that doing the right thing, being polite, professional and, I guess for want of a better word nice, is the only way to behave for your interest and for everyone else. It is the only way to guarantee that things will not get worse.
And you never know, it might rub off on to someone else.
Mike Falconer 