“I said to the receptionist, ‘Do you even know the Wonderland in which you work?’”
She smiled knowingly. And nodded yes.
Let me back up.
Today was my fourth visit to the allergist—for allergy shots. Which might sound like a casual Wednesday… unless you’ve had a decades-long phobia of needles like I have.
The last time I had allergy shots, I was a child. It traumatized me enough that I’ve avoided needles ever since. No flu shots. And I faint at blood tests. So starting them again, decades later, with full-grown anxiety and white-knuckle fear? Let’s just say I wasn’t skipping into that waiting room with joy.
But something happened that changed everything.
Actually, a thousand little somethings.
Four weeks. Three shots a week. And every single time, I’ve cried—not out of fear, but from the unexpected gentleness, tenderness and genuine care I’ve witnessed in that office. The kindness. The humor. The way they go out of their way to make every single person feel seen, heard, and cared for.
We live in a world that feels increasingly transactional, especially in high-volume businesses. And yet this office—probably the busiest, most popular allergist in the D.C. area—is an oasis of connection and relationship.
Every visit, they:
- Smile. And greet me by name.
- Know what matters to me.
- Tease me about being a “fashionista” & come to see what I’m wearing (because I like to dress to match my insides with my outsides LOL)
- Remember things I’ve shared previously.
- Help me with things that have NOTHING to do with allergies.
- Treat the WHOLE person. And understand that your mind, body & spirit all work together.
- Make time to see everyone—including the doctors themselves, who constantly come through the waiting room to personally greet patients.
Today, the cutest specially abled gentleman was there, positively beaming as both doctors came out separately and hugged him like an old friend. “Hi John, I am SO happy to see you“. “I love you Doc”. “I love you too John“.
Another time, two diaper-clad toddlers were running wild through the offices during HOURS of allergy testing (imagine THAT circus), and not one person was annoyed. In fact, the whole staff delighted in it—engaging the toddlers and supporting the exhausted mom like she was royalty.
They have a train running along the ceiling from room to room—yes, a literal train, with a tunnel through the wall. I once saw Dr. Miller (the founding doctor) teaching a two-year-old about the train while they waited on test results. The doctor. Talking serious train talk. With a toddler.
And me? I received a follow-up phone call recently—because I’d asked if anyone could recommend aging resources for my parents. The doctor didn’t just listen. She showed compassion, shared her experience with her parents. And followed up the next day with multiple referrals.
Last week, I overheard a young Mom in the lobby sharing with the doctor that she was so happy to be getting results because her 4 year old was picking up anxiety about food allergies and starting to refuse to eat. And now, because of the work they had done with the doctor, her daughter would be healthy and free again. Dr Mackie’s response was “THAT is why I became a doctor. For moments like this.”
This place? It’s not a doctor’s office.
It’s a Wonderland.
And that’s when it hit me like a shot to the arm (pun fully intended):
Do we make our real estate clients (and agents on our team!) feel like that?
Do we make them feel like:
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We have all the time in the world for them?
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They’re important, not annoying?
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Their questions are valid—not a burden?
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We anticipated their fears?
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There’s magic going on behind the scenes just for them?
Or are we too busy “getting through the transaction”?
As operations professionals—Directors of Ops, EAs, Admins, Leaders—it’s our job to engineer that kind of magic. Not just to handle logistics and keep trains running (although yes, please do that too). But to be the invisible force of joy, calm, and trust that turns what can be an overwhelming experience into one of comfort, confidence, and even—dare I say—delight.
Because you know what?
That’s what an Ops Boss® does.
We build Wonderlands.
Want help creating a Wonderland of your own? We coach the best in the business. Let’s Talk.