Turning Dread into Delight: How a DPS Visit Reminded Me What True Service Looks Like

Quatima

Let’s be honest: I was dreading taking my mom to renew her driver’s license.
You know how these things usually go — long waits, grumpy crowds, confusing instructions, and a general sense that you’re trapped in bureaucratic purgatory.

But then I met two women who completely changed the day — Quatima and Nicky.
(And I hope I spelled their names correctly — we were too busy visiting for me to do a proper spell check with them!)

If you read my recent post about the Pillars of Human Connection, you know I've been thinking a lot about how small actions create big loyalty.
What a stroke of luck to see those ideas in action — and so soon — thanks to two amazing people who turned a dreaded errand into a truly delightful experience.

Here’s what happened — and what every business can learn from it.

1. Making People Feel Understood

Quatima had worked in teaching, banking, hospitality — you name it.
Now she’s at the DPS, smiling at every single person walking through the door. She didn’t just process people; she listened.

Even when folks showed up without the right documents (and you know how that usually goes...), she didn’t scold or dismiss them.
She genuinely apologized for the inconvenience — even when it wasn’t her fault — and focused on what they could do next.
People left feeling seen and heard.

2. Creating a Sense of Belonging

This wasn’t the usual grumble-fest you expect at the DPS. Thanks to Quatima, the waiting room actually felt cheerful.

• When new drivers passed their test, the room celebrated.

• When someone handed her the clipboard directly instead of using the basket, she smiled and thanked them.

• No appointment? She graciously walked people through how to get one and wished them well.

Everyone felt like they belonged — not just like numbers being processed.

3. Helping People Feel Cared For

When our number was called, we got Nicky — and she was every bit as wonderful.

Friendly, happy, and patient, she made what could have been an intimidating paperwork process feel easy and relaxed.

When my mom had missed parts of the form, Nicky didn’t scold or sigh.
She simply helped fill in what she could, gently guiding her through the corrections with patience and kindness.

It felt less like checking a box and more like someone rooting for you.

4. Giving People a Sense of Control

Both women did this so well, in different ways:

• Quatima gave clear choices when things weren’t going perfectly (no appointment? Here’s how to fix it. Missing docs? Here’s your next step).

• Nicky made sure my mom understood what was happening at each point — no confusion, no stress.

That sense of control made a huge difference in how positive everything felt.

5. Inspiring People to See Their Potential

Most people expect government offices to be miserable places — Quatima and Nicky flipped that script.

By showing up with joy, empathy, and pride in their work, they left every person a little better than they found them.
Quatima even cheered on new drivers about to take their tests, offering encouragement and sending them off with a smile — and when they passed, she led the whole room in celebrating.
It was impossible not to get caught up in it.

Even small moments — like using people's names, making introductions, and thanking folks for coming — made the day feel special.

They didn’t just get us through the day. They changed the day.

Takeaway:
If someone can transform a DPS visit into something you’re still smiling about hours later, imagine what’s possible in your business, your team, or your client experience when you lead with real human connection.

The real magic isn’t in a title or a process — it’s in how you make people feel.
And imagine the results if your company was filled with people who show up this way, every day.

The real magic isn’t in a title or a process — it’s in how you make people feel.

If you'd like more ideas on how to bring true human connection into your leadership, culture, or client experience, visit kellyhaynie.com or reach out. I'd love to help you create something unforgettable.