The Story of Irma
- Pathways of Possibility
- Sep 25
- 3 min read
Here Lisa Marcus tells us how a routine stop at her local FedEx office turned into a memorable encounter and a valuable life lesson.
Irma
I first met Irma in 2021, at the local FedEx office in Austin, Texas, a place I visited often. At the time, the world was shifting in countless ways. Life was unsettled, routines were changing, and even “my FedEx office” was in transition. Familiar staff had disappeared, and the smooth efficiency I relied upon seemed to vanish with them.
One morning, I arrived with a package, expecting the usual quick service. Instead, I was greeted by a new face: Irma. She began the standard process of printing my shipping label, but was having difficulty. The system seemed foreign to her, and what should have taken five minutes dragged on... ten minutes ... then twenty.
Irritation began to rise in me. I had places to be, tasks to complete. The clock ticked louder with every passing second. Where was management? Why hadn’t she been trained properly? Why would they place someone so unprepared in this position?
Just as I was ready to erupt in frustration, something shifted. Something came over me and I looked at Irma—not as an obstacle in my day, but as a human being. There she was, a gentle soul, clearly doing her best in a difficult moment. I felt my impatience dissolve, replaced with compassion. I saw her as a life worthy of kindness, patience, and understanding.
And in that moment, as if by grace, Irma completed the task—the label printed. She then shared a little about herself. After being out of the workforce for ten years, she needed an income and had found her way to FedEx.
From that day on, Irma and I became friends. Whenever I entered the store, I hoped she would be at the desk. Over time, she grew confident and efficient in her work. I remember one day after Christmas, when I asked about her holiday, she told me warmly of celebrating with her sister. These small exchanges became moments I looked forward to.
Years later, at a UPS store, I found myself again in the hands of a new, inexperienced employee. I laughed to myself—here we go again. But this time, there was no frustration, no rising impatience. Instead, I smiled. It felt like a gift from the Universe, reminding me: Lisa, you’ve learned this lesson. Offer patience. Offer kindness.
Eventually, I learned that Irma had been transferred to another FedEx location. I told the staff, “There is no one like Irma.”
And then, just a few weeks ago, life came full circle. I stopped into the FedEx store, and there she was—Irma, filling in for the day. We laughed as I reminded her of her very first shift and my long wait for a label. She told me how, in those early days, she had begged for training but was simply thrown into the job. Now, she herself trains new employees—her patience and kindness making her the perfect teacher.
And so, the story of Irma reminds me: Life has a way of circling back, teaching us again and again through the people we meet, reminding us that compassion offered to one person can ripple forward in ways we may never imagine. And that it is up to each one of us to choose who we want to be and how we want to be in the world.
And there you have the story of Irma.
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