Patch Blog: Trojan Service Takes a Holiday

Okay, by the time I’m done I’m gonna be more positive than Denver quarterback Tim Tebow after a game where God took the Broncos and gave points.

On the other hand, it’s amazing how negative folks can be even when they don’t follow bruin football.

Last night I actually heard some guy swear off New Year’s resolutions because “you’re just settin’ yourself up for failure.” Really?

Geez, what’s wrong with laying out some great goals, committing to ‘em by writing them down and then going exponential by sharing the vision with others?

Thing is, I’ve always done resolutions but wasn’t half the giant resolutionist I am today — until I started going public with the things. And this year I’m adding a bonus resolution. The newbie has to do with cleaning up the past and movin’ on (and I know; it might be confused with whining.)

So this year’s clean-up detail isn’t very lengthy. And why keep the toxic stuff to myself? Doesn’t sound very healthy to me. So here it is: my major issue is lousy service. And I’m not playin’ favorites here. I mean the service I give and the service I get.

Woody Allen had it totally right when he said “80% of success is just showing up.” Tragically, my top service no-show is my alma mater, USC aka the “University of Spoiled Children.” Hate to admit it but the spoiled children tag always bothered me. My typical response was always “Yeah, unlike the other school in town, over here, we have very high expectations (to add to Mount Everest type student loans.)”

But finally in 2011 it occurred to me that the spoiled children weren’t really the students; they were Trojan administrators.

My context for our patients is family; my goal is to see everyone as a relative walking in through the front door of our home. So when I screw up like all of humans do, I feel really awful but then work to see an opportunity to grow from the experience. We’re all fallible so why not learn something in the process.

Here’s my Trojan story Dragnet style: I paid $10K to be a Founder at USC’s Galen Center and holder of two basketball season tickets. Couldn’t have been more excited; the place is totally first class and I’ve been a fan since grade school.

My seats were changed for the second season. And this year I was reminded that if I didn’t continue donating $3,000/ year I’d lose the seats and my initial investment.

But…no one ever took the time to tell me my “Founder” seats had been changed (probably woulda been less painful without my amazing view of the back of the heads the friends I’d referred to the Galen.) And I don’t remember anyone ever apologizing; it took a season long battle of emails to get my original chosen seats back. And when I regained the seats it was as if someone from high upstairs had granted me some special favor (and I hope the ticket office didn’t pull a “hammy” bending backwards.)

A year later the chief ticket guy let me know my original commitment clearly stated I needed to add $3K to the pot again or I’d be an ex-Founder. My bad; the copy clearly stated the terms of the commitment and I missed it. My apologies. And I guess ten grand just ain’t what it used to be south of Jefferson. By the way, I had stopped my annual donation once the Athletic Department almost self-destructed mostly out of stupidity, arrogance, and a steroidal sense of entitlement. Hmmm.

Haven’t given a penny to the school since and doubt I will in the future. But I still love the Trojans, probably because I have ever since I could walk. I’ll never miss a game on TV but who wants to be part of a club that doesn’t want you?

And in the future when I screw up while developing relationships with my patients and co-workers, I’ll think about how the USC Athletic Department would handle it…and do the exact opposite.

Wheew! I feel better now; I’m smelling roses. Are those birds chirping? If I close my eyes I can actually see Tim Tebow…completing a pass. Thanks!

So here’s my upbeat mother of all 10 X 2012 resolutions. I resolve: patients and co-workers are synonymous with friends and family; that mistakes are opportunities to grow. I’m gonna embrace what I fear, double my Spanish vocabulary, and buy a Clipper t-shirt. I’ll see Moneyball every three months and lead the DDS League in listening AND providing patients with laughs and paraffin hand care. Oh yeah, and I’ll stop saying “almost done” too.

But…I’ll never ever ever give up saying…”Fight on!”

Have a great 2012!