Taking Time to Give Thanks
I remember clearly the day that I arrived for work on my hospital unit to find a thank you note and teddy bear from a patient I had cared for. The teddy bear was extra special since her grandchildren had given it to her as support as she went through a total laryngectomy (surgical removal of her larnyx -voice box- and she left with a tracheostomy, a poor diagnosis and no voice)
The fact that with all that she was dealing with as she faced a challenging future, this patient had taken the time to write me a note and leave me with her special bear was significant to me. It made my day – and still is a special memory to me 11 years later.
The nurses on my unit worked hard as we cared for patients with radical surgeries. It was a stressful environment and many patients were difficult to care for due to the severity of their diagnosis. However, when one of them complimented a nurse or talked to the nurse manager offering a compliment to the staff, it was uplifting to all of us.
But reality was that most of the time our nurse manager received complaints from both staff and patients as well as their family members. Life in the hospital is stressful and people react in a variety of ways under stress.
I recognized that these moments of praise were valuable as an employee and oftentimes offered a much needed boost.
I keep this in mind when dealing with people. I take the time to compliment those who are calm and kind, even under stressful conditions.
On a flight out of Burbank, CA I was observing a TSA airport security agent interact with the passenger in front of me. She had a full bottle of water in her bag and when asked about it she wanted to just dump it out there. The agent spoke quietly to her and was professional. He did not embarass her or make a big deal, but instead informed her of her options and explained the rules.
I was impressed enough to comment to him as we went through the line that how he handled it was professional and kind and then asked for his name. He wrote down his ID number and name (which I lost on my trip) when I told him I wanted to contact his supervisor.
When I returned home and wanted to write to TSA, I only remembered that his name was Matthew and what airport he was at. I wrote through the TSA website.
Here is my email with the reply from Matthew’s supervisor:
Category:
Compliment
Message:
I had to take the time to compliment Matthew, the TSA agent in the Burbank, CA airport. (please make sure that he gets this)
The lady in front of me forgot to take her full water bottle out and instead of treating her like a criminal, Matthew calmly and pleasantly explained why she could not empty the bottle out there and gave her tips for next time.
He was professional, serious, and yet it was apparent that he cared about safety as well as the passenger.
Thank you Matthew – I appreciate your hard work and attitude!
Anya Clowers, RN
www.JetWithKids.com
I was surprised that his supervisor wrote back. This was his reply:
Anya,
Initially, I am enjoying the opportunity to say thank you for your kind comments and the time you took to recognize our officer. It is uncommon for anyone to take time out to compliment someone. Complaints are easy but compliments take time that too many busy people cannot spare. The officers have a hard job and are not recognized for their dedication and efforts nearly often enough.
We have several officers named Matthew working here at Burbank. If you can let me know approximately what time and date you came through the checkpoint and which air carrier you used, that will help me track down and extend your kind remarks to the correct individual. If you can provide a short description of Matthew it would also be very helpful. Recognizing him for proper customer service will help ensure his peers recognize and follow the role model he obviously sets.
Thank you again,
Joe Mills (Customer Service Manager, Transportation Security Administration)
Bob Hope Airport (BUR)
Take the time (especially during this busy Holiday Travel Season) to compliment airline employees, TSA agents, even those who clean the airport restrooms! Especially those people who are usually bombarded with negative comments or difficult schedules.
It really can make a difference and is an often overlooked act of kindness.
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