A kind word about - say what? - the Naperville driver's license center

This is a salute to the people at the State of Illinois Driver's License Center in Naperville.

Say what?

OK, I know that when it comes to kudos, we are not accustomed to thinking of State of Illinois employees. In fact, most of my experiences with the state bureaucracy have tended to be less than pleasant - being put on indefinite hold when calling for information, being directed to a dozen different offices just to get one simple piece of information, computer records that never get corrected no matter how many forms I fill out, standing in line for an a half-hour or so only to be told I'm in the wrong line, and so on.

All in all, I do not usually look forward to my dealings with any branch of our beloved state government.

Which makes my experience at the Naperville facility all the more remarkable. I'd gone along with a friend of ours from abroad who needed to get a driver's license while she was in the U.S. She was naturally more than a bit anxious, and I was less than excited about the prospect of once again negotiating the Byzantine maze of state policies and procedures.

The fact that we were going to do all this the week before Christmas (not exactly a low stress period) only added to my anticipation.

My worst fears seemed to be coming true when we were told that we had to produce all sorts of documents that I had no idea how to find. I began to feel that old familiar frustration (including fantasies of climbing up on the counter and leading a revolt of disgruntled citizens, or chaining myself to a computer terminal, or perhaps a Sixties style sit-down demonstration).

Then, before our very eyes, the state bureaucracy faded away and a real person appeared. She smiled, talked to us about what we could do, and then, as if by magic, summoned an "administrator" who actually solved our problem on the spot.

As it turned out, my friend had to go through the entire driver's license exam and road test, so I had a chance to spend some time watching these state employees in action. And, much to my surprise, people were consistently treated with respect, consideration and empathy. It was as though the staff really saw their jobs as helping us.

No matter how busy they got, no matter how befuddled (and sometimes rude) their "customers" got, and in spite of the fact that it was one of the more stressful times of the year for everyone, they persisted in this rather unique approach to public service.

All sarcasm aside, I was genuinely impressed by the caring communicated in the simple acts of courtesy and caring shown by these civil servants. And I was reminded just what a difference we all can make in the little things - a smile, a polite word, an offer of assistance, etc ...

It's even contagious. I noticed myself being a little more polite, a little more patient, and a little more positive in my own dealings with people for the rest of that day, and all that week, too.

• Dr. Ken Potts is on the staff of Samaritan Counseling Center in Naperville and Downers Grove. He is the author of "Mix Don't Blend, A Guide to Dating, Engagement and Remarriage With Children."