I know all you northerners are really tired of hearing about Atlanta’s recent snowstorm that delivered a measly couple inches of snow but shut down the city. I remember when I just moved to Bowie, MD in 1986. It took FEET of snow to shut down school for 3 days. And we had a blast sledding down hills. But a few inches would have done nothing. It seems the major difference is that they treated the roads there. Not here in Atlanta. For whatever reason, elected officials chose not to treat the roads. My normal hour-long commute took five hours, and there were a few times I didn’t think I would make it. And it’s not just that we can’t drive in the south. Semi trucks that drive all across the country are still stuck on those roads 24 hours later.
I’ll spare you all the details, but want to share one story. I was stuck in the middle of a very congested intersection; I had to stop because the car in front of me started sliding and there were cars all around. The light turned green, and the car on the cross street started into the intersection, even though the stuck car ahead was clearly unable to move. The passenger of the moving car, rather than try to help the lady who was stuck, got out and started screaming obscenities at the lady who was stuck. Then she got in her car and left. As my car began to slide I realized I needed to get off the main road and on to the side street.
I was doing fine on the less-traversed road until I came upon a steep hill. I could see cars in front of me stuck at the top of the hill. I chose to keep pushing forward instead of going back to the mess I just got out of. I saw several people walking up and down the street, and thought perhaps they came out to watch the festivities. As I got closer, I realized something much better was happening; there were 8-10 neighbors outside with shovels helping to get motorists on their way again. I could hear tires spinning as fast as they would go. Steam was billowing up from the street, brake lights turning white to pink. Shovels were making loud scraping noises on the asphalt. One by one, these good Samaritans must have helped a dozen or more cars. When it was my turn, it took a good 10-15 minutes. There was pushing and pulling and yelling. I told one man how fantastic it was that he was helping. He said “Look at all these cars! What else can we do?” They got me all the way to the top of that hill, and I never looked back. I made it all the way home after that.
Those neighbors could have chosen to stay in their warm homes, or perhaps come out to have a laugh at our expense. They might even have chosen to scream and curse like the one passenger. But they chose instead to help. Because they could. Because they wanted to. And it made a huge difference.
Think of the difference compassion like that can make in your customer service. Your company does not have to go out in the street with shovels and heroic efforts to help people make their way home. It can just stand by and do the minimum required. It can point and laugh from the sidewalk. Or, it could even get out of the car and yell obscenities and someone in need of help. But think of the difference some shovels and some compassion make. Dig it?