Yesterday was a “good” day. First, I woke up in a great mood, dressed my myself and my son, took him to daycare, then I went to work. While driving in the car, I can remember thinking, gosh I need a new vehicle! I get to work, grab a bagel and a cup of tea. Then, I hear my supervisor tell me, “were short staff today so your on the drive thru”! I hate working the drive but my positive attitude was not going to allow that to ruin my day. So after I have my bagel, I unlock my cash vault and begin my morning regimen to start the busy Friday.
I take a deep breath and say to myself, I feel good today so assuming attitudes are contagious my customers should feel good too, right?… Something in my mind told me that even though I was in such high spirits, some sort of catastrophe was going to turn my day from one extreme to the next. Optimism was no match for the obstacles to come my way on this day. I was not surprised when it went from good, to bad, to worst. Its 8:45, time for the morning huddle …“Good morning everyone! It’s a ten hour work day, were short staff and the lines are going to get tough.
Remember, referrals, smiles and gallop are our three focuses for today. Any questions? … well good luck and try to make the best out of today! ” While my manager graces the floor with her wo...
rds of encouragement, all I could do was think about starting work. After the huddle, I go back to the tellers side and turn on the green lights in the parking lot indicating the drive up window is open for business. A crowd is already starting to form. I take the first client at the drive up window, while my co workers tackle the crowd from inside.
We are all swamped and its only 9:15. The lobby empties long enough for us to breath and stretch. This is pretty much the pace all morning long. My manager leaves for an important meeting. A second mob forms, people are growing tired of waiting in line so the attitudes and temperaments begin to change a little. We have a system that’s working smoothly and were getting the people in and out as fast as the three of us are able to. Around 11:45 I get a call from the daycare. I wasn’t able to answer at that moment since I had yet another line to get rid of.
About ten minutes goes by and I get yet another call, this time from my mother. I take the call, … “Jayden’s teacher called me and said that your son has a fever, and he also had a few accidents and ruined both of his outfits and shoes. He has no more diapers and needs to come home. ” I now have another issue besides the bank crowd to deal with. While I take a few costumers, I’m also thinking about what I can do t
take care of my sons issue at school. His father is at work, my mothers car is in the shop, my aunt is not near her home and she said that she would not be back any time soon.
Those are my only options and when they fail, I know I have to speak with the supervisor about an alternative. I go to talk with her about the situation at hand and right off, I was dismissed. After she finished with her client I pulled her aside to explain my dilemma. I guess the crowd had her under a bit of pressure because without thinking about it she said to me that leaving was not an option. Now I’m angry and it’s hard to control. We get into a little spat. I found myself trying to explain why my son was my first priority, and that this was not a negotiation, that I had to leave.
After a few words were exchanged back and forth, there was not much more she had to say to convince me that she was not going to permit me to handle the situation, without thinking about what was the next course of action to take, I left my job to attend to my son. I picked up my son, took him to my mother and headed directly back to work. It was not a full hour before I returned. When I got inside I noticed our help had arrived. The crowd slowed down and my regional manager had been there for a while. When I returned to my work station, my things had been moved to another station which I had not had the key to.
When I ask the teller supervisor where the keys were, she told me that I had to get it from the regional manager. Before I could leave to get the key, he called me by phone from the office on the other side to come and speak with him. He told me that he had come to visit just to see how things were running at our branch, and finds it in an uproar . A shortage of staff, and long lines does not make for good service. He also explained to me that the supervisor gave her version of the story, and that he wanted to hear me explain as well.
I began telling him what occurred before he arrived. After hearing what happened and the manner that the issue was addressed, he wanted to have a short meeting with the three of us. Apparently the stories differed a bit. While in the meeting he allowed both of us to let the other hear the story from each others perspective. Of course the story was misconstrued to make me look like I abandoned the team when in fact that was not the case. I was angered by this and felt like all odds were against me.
Once the regional manager observed the interaction between the supervisor and myself, he realized that there may have been some exaggerations in the her story. She was rude to me in
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