Today I went to the Department of Motor Vehicles (DMV) to renew my license. When I arrived, a cue of anxious customers stretched out the door and far around the corner. The line alone was enough to cause anxiety, but I had an appointment. I sped past the cue like I was carpooling at rush hour.
Then I noticed one employee was servicing both the long cue and my fast lane. His job was to answer questions and direct customers to their appropriate destinations. During my short wait, I witnessed him face everything from language barriers to harassment. He was having a bad day. Unsurprisingly my subsequent interaction with him was underwhelming. His directions were abrupt, vague and delivered with an attitude. Although my need was met, I left dissatisfied with the experience.