In my job, I have a lot of interaction with the public. I deal with people with all levels of education and income and differences. I strive to treat every person who calls, e-mails or comes into our office in such a way as to make them feel welcome — I want to help them and provide outstanding customer service.
If people are not polite or welcoming to me, I try to remember that they might be having a bad day, just like I do sometimes.
It is extremely important to me that those who call or visit feel that I truly want to help them — not that I am just doing my job but that I am doing my job because I want to help. When I cannot help, it is my policy to always make a referral to another person who can answer the question or provide the service. I never want anyone to leave my office or end a phone call feeling that I was not helpful or sent them in circles or was unkind.
I also try to be this way in my personal life. I try to treat others as I want to be treated. Life is less stressful if we remain calm and don't let the little things interfere with the big picture.
Another thing I value and strive to make a part of my life is inclusion. While that is a part of treating others as I want to be treated, it is also bigger than that.
It is very important to be sure to include those who are traditionally underrepresented, whether a public entity is conducting a survey, seeking input on policies or just trying to communicate with the public. Outside of work I also try to be mindful of those who might not have a friend or relative to listen or help out or with whom to spend a holiday. If I can't help I try to find someone who can.
Passing these values on is as important as living them. I do this through my work. I have participated in multicultural leadership and diversity programs and try to take the lead in inviting underrepresented groups, in marketing all our programs and events to all segments of our community, and setting a good example.
I do this in my personal life by striving to live my beliefs — explaining, setting examples and making suggestions whenever it is appropriate with friends, family and volunteer activities.
It is important not to do so self-righteously but in an easygoing quiet manner as part of conversations, not as lectures.
I really believe that living one's values is the only way to pass them on to future generations. I want to be an example of what I believe.
Aristotle said, "We do not act rightly because we have virtue or excellence, but rather we have those because we have acted rightly."
