Have you ever been to the Emergency Room? Now that’s a silly question. I used to live in the ER, it’s where I met my wife. But really, have you ever been there off duty? With a few exceptions, you need to have an advocate with you. You know, someone who speaks the particular dialect of that hospital or for that matter, department within the hospital. If you don’t have that person, you’re doomed. Not necessarily in the you’re gonna die way but your visit will undoubtedly be an exercise in misery. Long waits, reduced levels of service, and the issue of the service provider just not going the extra step to make you happy, feel secure or be comfortable in a situation you have little if any control over.
I’ve felt that way in a hospital situation and with the plumber. I’m not a handy person, so if I need repairs around the house I’m compelled to hire someone who knows what they’re doing. I’ll wait four, five or six hours and then the guy shows up smelling like the pet goat of a transient, without the proper parts, tells me to just shut the water off for a few days, he’ll be back when he gets around to it and still wants to charge me for a house call.
This is Toro Caca! What ever happened to people who take pride in their job? Where are the folks who really care and take the extra steps if necessary to make someone’s life a little easier? In either the ER or plumber situation we’re vulnerable. If we knew how to fix things we'd do it ourselves and be that much better off for it. But when we need someone, when things are out of our control and we don’t know how to handle it, we call on that nurse or plumber to care for us. And they’re fairly well compensated for it too.
If you’ve experienced this, then you know just how some of the people who call us feel when we get there. The tendency to wash out a report or shine on a victim because we don’t care for their life-style is exactly the same thing. Put yourself in their position for a second and remember, perception is reality for most people out there. Even if things are not exactly what they think they are, if they’re thinking they are that way, they are. Some may say that’s pretty much the stupidest thing ever written in this magazine but read it a few times and the meaning will magically appear — trust me — I was a sergeant — I’m here to help.
Don’t waste two hours washing out a report that you could finish in a half hour. Take a little time with people; they may remember it for the rest of their lives. They may even tell their grandkids about it. Yes we handle the same issue seven times a day but it’s a significant life event for them. Treat them like you’d want to be treated by that nurse, doctor or plumber.
