How To Take A Step Out Of The Crowd

Some things defy understanding--at least to me. I wish someone would give me some simple explanations.

Consider "Doris," our waitress on a recent trip to "Del's Deli." Intrigued by the marquee, we ask, "Well, Doris, what's in the Tomato Surprise Soup." Blank look from Doris. "I don't know. Ummmmm... tomatoes?" And what about this bowl of ham and beans? Is it big enough for a meal?" Blank look. "Yeah. Big bowl. Real big." We ordered ham and beans.

Doris was right. The bowl was big--but not even half-full. "Doris, there's sure not much in this big bowl." Blank look. "At least bring us some hot sauce." Doris disappears, never to return on her own. No tip for Doris. And no more trips to Del's Deli.

Connie at Pizza Inn couldn't have been more different. "Connie, this pizza is cold." "I'll take care of that right away." And she did, bringing us a hot, heaping portion with frequent checks to assure all was well. A big tip for Connie--and more visits to Pizza Inn.

Here's what I don't understand. Why would someone whose income depends on constant hustle not constantly hustle? If I worked for tips, I'd flit from table to table, making sure my customers were happy. Connie has the secret; Doris has no clue and surely suffers financially.

Another mystery is health insurance. I recently got a bill for $60 for some lab tests and noticed that the lab had filed a claim with my insurance company. When next month brings another bill for $60, I call the insurance company to see why the claim hasn't been paid. They tell me the lab never filed it. The lab swears, "Did too!" They promise to file again.

Another month, another bill for $60. I call the lab. No check from the insurance company. I call the insurance company. The check was mailed long ago. The missing check eventually arrives, and next month I'll finally get a final bill for $4.18.

Here's what I don't understand. The lab and insurance company have a contract with pre-negotiated rates. The lab's computer should know how much my insurance will pay--and by when. If payment doesn't arrive on time, the lab could sort it out themselves. This wouldn't take any more time than it now does to answer my questions month after month. Then just send me one bill for $4.18. Everyone would win with a better system.

Ralph Waldo Emerson supposedly said, "If a man can write a better book, preach a better sermon, or build a better mousetrap than his neighbor, and builds his house in the woods, the world will make a beaten path to his door. "

We could also add, "or serve a better table or design a better claim system." In an age where mediocrity and ho-hum mentality reign, anyone with the gumption to figure out a better way--whatever the job might be--will take a step out of the crowd.

Copyright 2001 James McAlister

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