I will be discussing and analyzing a time when I had an experience with a public
organization. My experience was not positive, and it dealt with the DMV of Warrenton, Virginia.
I went to that specific DMV because it was the closest in the area where I was living. I had been
using that DMV for many years, and many reasons. I had previously experienced bad customer
service before, but recently experienced it again while going to help my husband get his driver's
license. It had been years since I obtained my driver's license, so there were many questions on
my end. The person who was supposed to help us out was very rude and got upset when I asked
questions. That person did not answer politely and kept rolling her eyes. My husband was very
nervous, and the people who helped us out were always passive, aggressive, and rude, giving off
bad vibes. After several attempts of my husband trying to pass his driver's license exam, we
decided to go to another DMV, where he successfully passed.
What is very ironic about that negative experience was that the manager of that DMV
was very nice. My mother and I personally know the manager, and she has very good leadership
skills. On other occasions, where my experience was negative, that manager had helped us out.
Noble states, “Caring about people isn’t just for the people you lead; it’s good for you, too”
(Noble, 2016, pg.32).
Based on all the course resources, my biblical worldview, and my own research, the
manager of the Warrenton DMV demonstrated to have ethical standards and good leadership
traits. However, many of the employees of that DMV lack motivation, good morals, and love for
their job. “It’s simple: the most excellent way is leadership by love” (Noble, 2016, pg.17). To
know the Lord is to have a decent understanding of his desired principles. The employees who
engaged in poor customer service lacked an emphasis on Biblical principles. Hosea 4:6
proclaims, “My people are destroyed from lack of knowledge. ‘Because you have rejected
knowledge, I also reject you as my priests; because you have ignored the law of your God, I also
will ignore your children” (New International Bible, 1978/2011). Those who know of God and
the word of God would not engage in such behaviors. If that DMV was a for-profit business, my
experience might have been worse. Leadership in for-profit businesses is focused mostly on
profit. Private businesses have their way of leading and managing, and are not willing to change
their habits for unhappy customers.
In my opinion, what was done well was the fact that my husband and I decided to look
for another DMV. The person who helped provided information that instructed us on what we
needed in terms of documentation for my husband's driver's license application. I believe that
there should be more floor managers who supervise customer service interactions. If I were a
leader, I would focus on feedback. Thomas states, “Agencies cannot address service problems
unless they receive feedback on where and to what extent problems exist” (Thomas, 2012,
pg.69). I would lead in such a way that the Lord would be proud. A recent article states, “Leaders
play a significant role in the psychological conditions that influence employee attitudes and
performance” (Oorschot et al., 2021). I would have approached the situation at the time and not
after the fact.
References
New International Bible. (2011). The NIV Bible. https://www.thenivbible.com/Links to an
external site. (Original work published 1978)
Noble, Perry. The Most Excellent Way to Lead : Discover the Heart of Great Leadership,
Tyndale House Publishers, 2016. ProQuest Ebook Central,
https://ebookcentral.proquest.com/lib/liberty/detail.action?docID=5395453.
Oorschot, J., Moscardo, G., & Blackman, A. (2021). Leadership style and psychological
contract. Australian Journal of Career Development, 30(1), 43–54.
https://doi.org/10.1177/1038416220983483
Thomas, John Clayton. Citizen, Customer, Partner : Engaging the Public in Public
Management, Taylor & Francis Group, 2012. ProQuest Ebook Central,
https://ebookcentral.proquest.com/lib/liberty/detail.action?docID=1900143.
