By Rick Combs, OKDHS Volunteer Chaplain

Business consultant and motivational speaker Sidney Hurlbert observes something very interesting. The top four complaints from customers and patients are: Employees are rude. Employees are demanding. Employees are impatient.  Employees are abrupt.

And yet, the top four complaints from employees are: Customers and patients are rude. Customers and patients are demanding. Customers and patients are impatient. Customers and patients are abrupt.

At the same time, managers are saying they can’t find good employees who are loyal ... and employees are saying they wish they could find a job where they are appreciated and respected.

With this statistical observation, there is obviously a breakdown in our workplace relationships which result in poor customer service. What’s the solution? Tom Rath, the author of Vital Friends, writes, “people who have a best friend at work are seven times as likely to be engaged in their job.” In short, they are happier at work. This is an innovative thought that is shaking up the business world. Relationships at work do matter and do affect the quality of our work which in turn affects the quality of service to our customers. We who are employed by OKDHS are no different. 

So, what are some positive and healthy ways we can relate to one another as co-workers? Customer service expert Bob Farrell defines teamwork in his book Give ‘em The Pickle! as “looking for ways to make each other look good.” As OKDHS employees, we are all interconnected. I like to think of this as a team of horses pulling a stagecoach. They are all attuned to the driver with the reins and then working together so the wagon goes in the direction the driver wants…forward. The passengers or customers inside the stagecoach arrive at their destination. The driver is happy, the horses are happy and most importantly, the customers are happy. Let’s take care of one another so we all pull in the same direction under our leadership. Our OKDHS customers, those whom we serve will arrive at their intended destination. 

What are some practical ways we can care for each other as co-workers?

A word of encouragement throughout the day is very effective. Anytime you have an opportunity to brag on one of your co-workers, do it. Catch someone doing something good and say something about it. Not a speech, just a word. Also, “Thank You” is not used nearly enough. We all need to feel appreciated and valued. This is a good way to convey that. Another powerful method of caring for your co-worker is to give them a note of appreciation. In fact, this would be a worthy thing for each of our employees to do sometime this week. It is almost magical how the environment in the office and the quality of our work will improve immediately. 

Good co-worker relationships take work. It does not happen automatically. But the rewards are abundant to both us as OKDHS employees, and our collective service as an agency to the good people of the State of Oklahoma.