Lots of walk-ins, lots of e-scripts... your typical busy Monday. One new lady walks in with a new prescription for some Percocet. She's had knee surgery and it hurts me to see her walk.
"You want to give us 20 minutes?" the lead technician asks. "We have a waiting room over there."
The lady replies, "Yes, I'll go sit down."
We will the prescription. We fill more prescriptions. We keep filling and filling and before you know it, an hour has passed. The technician goes out to show someone where the laxative is located when she notices the lady still waiting in the waiting room.
It had been an hour. This poor lady just waited and waited and waited. The tech tells her the medication is ready and then tells me what has happened.
I grab the finished Rx and head to the register. I'm going to take full blame for what's happened because I'm the true leader of the pharmacy. The lady comes up and says, "Did you guys forget about me?"
"Yes, we did," I told her. I apologized profusely. As it turns out, the lady is not from Snootytown where my Goofmart Pharmacy is located. In fact, she's a sweet lady visiting from Bozeman, Montana. She tells me how her husband had passed away and her daughter said she should come live with her in Snootytown.
And here's the irony of why this happened: Snootytown people don't let you get away with this. They'll let you know they're waiting at least ten minutes before you told them it would be ready.
This lady was so nice and pleasant and forgiving.
Shhhhhh... don't tell anyone... I paid her $5 co-pay. It was the least I could do considering we forgot all about her.
It's nice to know that humanity still exists outside of Snootytown.
2 comments:
i had a new customer come in one day about 10am. told him his rx would take 10 or 15 minutes. around 1:30 i was on my way to the bathroom and i saw him sitting in the corner of the waiting area. you couldnt see him from the pharmacy and he never said a peep. i apologizeD up and down and really felt bad about it. he didnt seem to mind. said he had a nice time sitting in the waiting area and talking to all the nice folks who stopped by to chat for a while. he became one of my favorite customers. he's gone now but we still talk about the time we left him hanging out there. thanks for letting me know i'm not the only one who has done this to someone.
It's nice to know humanity exists within the walls of GoofMart pharmacy in SnootyTown. Nicely done, Crazy.
That was very kind of you to do :)
Of course, try not to do this too often. If management catches wind of this customer service act, it's only a matter of time before they start suggesting everyone "pitch in" a copay once per shift, or automatically deducting it as "customer service" satisfaction. Naturally, management will be excused from this. They ground-breaking decision-making skills naturally entitle them to their large salaries.
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