Scott Speaks,
Public Affairs Officer
Eisenhower Army Medical Center
If you have attended Eisenhower Army Medical Center's customer service training, part of the Hospital Education and Staff Development's curriculum, you have most likely been asked the following questions:
What sets one business apart from another? What makes the difference?
Here is a hint: people. People like Natalie Tracy who has instructed those customer service classes, among others, to hospital newcomers at Eisenhower for the past 16 years or so. In fact, Tracy has been teaching, coaching and training in some form or fashion for more than 30 years.
However, in March, Tracy hangs up the instructor role along with the business suits and PowerPoint slides to start in a new class of her own: Retirement 101.
"I am excited, to the point that I'm blessed to have this opportunity. I still have my health and strength. It is a time for a new change and a new season. And I'm happy about it," Tracy said. "It has been a privilege and to say for 30 plus years I have never worked a day in my life."
I got to sit down with Natalie to ask a bit about herself, her philosophy and what she plans to do next. Here is what she had to say:
Where are you from?
"I am from Savannah. I grew up there and love it. I left at 18 to go to school here in Augusta and met my husband, Tim, while working at my favorite place on earth, McDonald's. It was in June 1980 and I'll never forget what he ordered; Big Mac, large fry and a large Coke. Now, 38 years, two children and a grandchild later, the rest is history."
What has been the most rewarding part of your career?
"Knowing that I had a chance to serve. You hear that a lot, but it has truly been an honor. It is a part of me. My dad and husband served in the Army and I had two brothers who were Marines. It was as if everything I've done was for them.
"No matter how big or small. Don't be so concerned about your position, but your purpose. What is your purpose? Mine was to serve and I'm proud that I did that well."
What mantra keeps you going?
"Stay on the journey, don't focus on the destination because you will miss things along the way. Some good things are in the getting there part."
What are you known for?
"Encouraging people. As folks are finding out I'm leaving they have been coming up and telling me thanks for the encouragement. That is encouragement to me."
What do you want your legacy to be?
"That I was real and what you saw was what you got because I genuinely cared. When I hugged and when I helped, it was real.
"If you go with the mindset, what am I going to put on the table, make sure you have done all you could and be accountable for yourself, that was always my goal."
Thoughts on your Eisenhower experience?
"We are all valuable pieces to the EAMC puzzle. We can't forget the main pieces that keep that together. We have some really good people here and we need to continue making the investment in them.
"When they (patients) come in and are not in a good mood, you are the professional. Raise that up. Make it better for them. Make it a little sweeter. You might be the only smile or hug they receive. First impressions still count and help should not be astonishing."
So what is next for you?
"Spend some time with my dad. It is a good feeling to know I can call him, shoot over to Savannah for lunch and come back.
"Do some volunteering here at Eisenhower and just enjoy life. I love to volunteer. It is rewarding because it gives me something to do and be of some help.
"I am so completely satisfied with my life. Now if I had to do it all over again I would, but because I have this opportunity granted to me, I'm going to enjoy it."
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