I don't often write reviews for government offices, but the staff at the Texas Department of Public…read moreSafety in Plano absolutely deserve one.
My appointment was scheduled for 1:20 p.m., and through pure operator error (completely my fault), I accidentally went to the wrong location. I had went to the Texas department of transportation. Then I drove to McKinney location only to realize my appointment wasn't there either it was in Plano, about 30 minutes away. Talk about panic mode! I had been waiting for this appointment since last August and thought I had completely blown it.
By the time I arrived in Plano, I was late, stressed, desperately needed a restroom, and was convinced I'd be marked as a no-show.
That's when I met Ms. Mona.
She greeted me with kindness, directed me to the kiosk, and when my ticket showed "No Show," she didn't just send me away. She calmly suggested I speak with the representative at the window because they might still be able to work me in, even though they were very busy. That little bit of encouragement gave me hope.
Then I met Ms. Esther, and she was nothing short of an angel.
Everything that could go wrong seemed to go wrong. My utility bill had the wrong address, so I had to email new proof of residency. I realized my vehicle registration was still in my car, so I had to run back outside to get it. Then I needed my veteran's proof of service...another trip to the car. I was definitely getting my steps in that afternoon!
To top it all off, I accidentally emailed my documents to the wrong email address because I forgot part of the address and even misspelled "department." I was rushing, overwhelmed, and honestly on the verge of a panic attack.
Through every bit of it, Ms. Esther never once acted frustrated. No eye rolls. No impatience. No attitude. She was patient, professional, encouraging, and genuinely kind. She gave me until 2:40 p.m. to get everything submitted, and thanks to her grace, I finally got checked in at 2:49 p.m. My number was called at 3:28 p.m., and I walked out with my new Texas driver's license at 4:09 p.m.
Looking back, every single problem that day was my own doing. Had I slowed down, double-checked the address, and organized my paperwork before leaving home, the appointment would have been smooth. But instead of making me feel worse, the staff treated me with compassion and respect.
The facility itself was clean, with plenty of parking, clean restrooms, ample seating, and friendly employees throughout the building.
Thank you, Ms. Mona, for giving me hope when I thought I'd lost my appointment.
Thank you, Ms. Esther, for your patience, your professionalism, and your kindness. You probably don't realize it, but you saved me from a panic attack, a migraine, and a whole lot of tears that afternoon.
Customer service like yours deserves to be recognized. Thank you for turning one of the most stressful days into one I'll actually remember with gratitude
