By request, we are making a top level post around this rather bizarre letter that was sent to all staff last week by Larry Freestone, Group Leader, Personal Security.
Here's the letter, which was posted to the Don't plan on going anywhere, anytime soon post:
Serving close to 2,500 employees per week, the Laboratory's Personnel Security Group is a hub -- helping Lab staff address clearance issues, resolve badge-related problems, process classified visit requests, respond to drug tests, and so on.Few Lab employees engage Personnel Security by choice, and our staff periodically sees some unprofessional behavior that should not be present in any workplace. Fortunately, these people represent a small percentage of personnel security customers, but the numbers seem to be increasing."Customer service is not easy. Few people have the temperament to be successful in this type of job. However, every single person working at Los Alamos National Laboratory provides some level of customer service."People seem to be less tolerant and more vocal in ever-increasing numbers both here and across the country. Common courtesies are giving way to rude, sarcastic, cutting, or belittling comments. What perceptions does this behavior create in other Laboratory workers and in our visitors?Although we are unsure why some choose to behave badly, we hope that it's not the result of perceived inefficiencies by Personnel Security. We strive to make every customer's visit as pleasant as possible given the conditions and procedures over which we have control. When any customer service agent, not just those in Personnel Security, fails to meet expectations, please patiently seek to understand why.Customer service is not easy. Few people have the temperament to be successful in this type of job. However, every single person working at Los Alamos National Laboratory provides some level of customer service. It may be behind a counter dealing with walk-ins, observing a procedure to ensure it is being done safely, troubleshooting an equation, or courting visitors who have programmatic funds to spend.I am proud of Personnel Security Group employees for their pleasant and professional behavior day in and day out. There is no place for rudeness; patience and understanding should be the norm. In other words, please treat others as you would want to be treated.Larry Freestone, Group Leader, Personnel Security
This is one of the comments that discusses the letter.
The trouble with Freestone's letter is that it was driven by a single incident in the personnel security department. Also, while in general personnel security have provided good customer service, unfortunately, there have been a few incidents where they have provided very poor service, particularly in the past. There have been incidents where they have treated my military (Air Force and Navy) customers without any care or patience. In fact, one my key customers from the Air Force Weapons Laboratory (AFWL) indicated he had never been treated so disrespectfully. The other problem I have with this letter, is that I'm sure Anastasio gave the approval to send this to All Employees. Will this be a pattern of hammering all employees every time Mike get's an opportunity? It was "poor customer service" in itself to send this letter to us. LANS wonders why they have not yet "commanded" any respect from us when they send us letters like this one.
Sounds like we may be hearing more about this.