The MVP of the BMV

Admit it. Of all the places in your town, their aren’t many more people dread as much as the BMV. Nobody likes to go to the Bureau of Motor Vehicles for a new driver’s license, an auto tag or any other service. Heck, I’ll bet the only place less popular than the BMV is the dentist’s office. Or maybe the morgue.

Today I had to take my mom to the BMV. She wanted to get the new Federal ID that everyone will soon need come October 2020 if you want to travel by air, access federal buildings, or enter into a military base. I travel a ton for my speaking engagements so I figured I’d get mine too. I gave Mom a “head’s up” that you needed more than just your old driver’s license to get the new one. You needed to bring a few more forms of ID to prove who you were and where you lived. I even double-checked her forms when we picked her up so she wouldn’t be turned away.

We arrived 30 minutes before they opened because when have you ever been to the BMV when there wasn’t an exceptionally long wait? Even at 7:30 AM, we were the third and fourth people in line. Now, our local BMV does offer an on-line option to check-in before you arrive but that system doesn’t become available until the Bureau opens for business. By the time the doors opened at 8:00 AM, there were 17 people lined up outside. For the record, none of them looked excited to be there.

Once inside, the first 6 people in line were assigned a window where an employee was ready to assist us. I went to window #4 and Bertha said, “How can I help you?“

“I’d like to get the new Federal ID’s for myself and my mother so we can travel.“

Bertha asked for our documents and I handed them over, one pile for my stuff and one pile for Mom’s stuff. Bertha quickly checked Mom’s pile so she could go sit down and then she started looking through mine.

“Do you have your Social Security card or a 1099 or a current W2,” Bertha asked me.

“No ma’am,” I replied. “I brought this tax return document” and proceeded to point to the document I had pulled from my file cabinet. Bertha shook her head and nicely asked again if I had one of the three documents that were acceptable; SSN card, 1099, or W-2?

This is the moment people realize they hate the BMV but I quickly realized that this wasn’t Bertha’s rule so why should I get mad at her. She’s not the one who didn’t follow instructions. I’m the one that messed up. And to think, Mom had me double-check her preparation when it should have been her making sure I had my sh*t together. Sure, the rules might be overly-detailed and a bit confusing, but Bertha was simply doing her job. There wasn’t really a way to “let it slide” this time with a wink and a fist-bump. Trust me, I tried.

Bertha could sense my frustration – my guess is all the employees at the BMV are good at sensing customer’s frustration. It probably happens daily. It’s not like the BMV will ever be confused with Disney as the Happiest Place on Earth even though they do both have long lines and are great places to people-watch. Bertha said, “Why don’t we take care of your mother first and then we can figure out how to help you, okay?”

And then Bertha looked up at me from behind the counter and smiled. I smiled back. This wasn’t Bertha’s first rodeo and I certainly wasn’t going to be her toughest bull. As she finished up with Mom, she handed me my incomplete paperwork back and on the top was a yellow post-it note with something hand-written by Bertha. She told me if I could go get one of the needed documents, I could come back today and skip the line, no matter how long it was. She said, “Don’t check-in when you come back and don’t use the website. Just come back in and make sure I see you and as soon as I’m done with the customer I am helping, I’ll take care of you.“

Mom and I both thanked Bertha. Mom walked out with her completed paperwork and I walked out with my personal “Bertha Fast Pass” for my return trip.

When I returned later in the afternoon after a few meetings at the office and an appointment with clients, there must have been 40 people in the waiting area. As soon as I approached the counter area, Bertha saw me and winked. She motioned with her head for me to sit down and gave me an assuring look that she would be right with me. About 5 minutes later, as she said thank you and goodbye to her last customer, she waved her hand at me and said, “I’ll help you now.”

I confidently handed over my Social Security card to Bertha as she expeditiously completed my application. As I waited for the final documents to be authorized on Bertha’s side of the counter, I looked to my right and left at the other customers being assisted and waiting to be assisted. I could feel tension, anxiety, and frustration and thought to myself, “maybe they’ll get Bertha as their rep when I am finished. Bertha eats frustration for lunch.“

As I sat for my new driver’s license photo, Bertha prepared the camera, pointed at the lens and said, “Look here Sean and feel free to smile if you want to.” She smiled from ear to ear as if to help remind me to smile. I smiled back at Bertha. “Click!” went the camera. Bertha looked at the proof and said, “Oooh, that’s a nice smile.”

“Bertha,” I asked. “Can I take a photo with you? You have been awesome today.”

Walking out of the BMV for the second time today, I tried to remember the last time I left there feeling happy? Could it have been 36 years ago when I had just earned my first driver’s license?

The next time I have to….no, change that…the next time I “get to” go to the BMV, I’ll be prepared and I’ll hope that Bertha is working. I’ll have the required documents and an extra bright smile ready.

Bertha won’t accept anything else.