A few weeks back I caught a stomach virus. I needed to pick up some medicine at my physician’s office – Dr. Planck. It was a Friday afternoon. I did not have an appointment. His office, in the middle of Bonn, is small, with just Dr. Planck and his secretary/office manager. It’s next to impossible to just drop in, but my schedule that week gave me no other choice.
I entered his practice, walked passed the waiting room nodding to the five or six folks reading magazines or scrolling up and down on smartphones, then popped my head in the secretary‘s office. “You don‘t have an appointment, Herr Magee.”
There was no smile on her face. In fact, she rarely smiles. Gruff would be the right word in English. Gruff is often the right word for Germans who Americans believe should be happy, shiny, smiling, friendly, and customer-oriented.
“No, I‘m sorry, Frau Schmitz. I simply couldn’t find the time to call. And my schedule ….” She interrupted me in a kind of complaining tone. It wasn’t clear exactly what she said. “Please wait in the waiting room, Herr Magee.” I smiled and thanked her.
Twenty-five years I had lived in Germany. This type of interaction I’ve experienced more than a thousand times: twenty-five years times twelve months times four times a month. I am very familiar with it. In my early years my reaction would have been: “Typical German. Unfriendly (gruff). Rules-obsessed (no appointment). Not customer-oriented (“Don‘t they want me as a patient?”)
I don’t think like that any more, though. Frau Schmitz got me in within forty-five minutes. Dr. Planck was happy to see me. He asked not only about the virus, but about other aspects of my health, then wrote out the prescription. Frau Schmitz handled the paperwork very quickly and efficiently, then recommended what apothecary I should go to. She also had a few other tips about what I should eat and drink over the next few days. All the while she began to smile and engage in some very pleasant small talk.
Frau Schmitz appeared at first to be Frau Gruff, but then was in reality Frau Competent, Frau Caring and Frau Pleasant, all in one. Whenever people ask me to recommend a good physician in Bonn, I always recommend Dr. Planck (and Frau Schmitz).