I know I have written on this subject before, but it really bears repeating given yesterdays events at the store. I never cease to be amazed at how completely rude and obnoxious one human can be to another when one is “serving” another in some capacity. I have observed it at restaurants, on airplanes and if any of you have ever stood in a line at a checkstand, you probably have observed it there too.
We had given Ms Biachi a 20 minute wait time for her rx. That was appropriate for the time of day and when she came back in 15 minutes, it was nearly ready but just waiting for the final check. “Its NOT READY?? I Dropped it off 15 minutes ago and you said it would be ready in 2o minutes..YOU HAVE 5 MINUTES LEFT!”… and she stomped off..
Well…at least she can do her f’n math. Yes we do..we have 5 minutes left..and we used every second of it…all 300 seconds of it to do that final check. Thank you very much. Have a nice day and please, may the fleas of a thousand camels infest your tent this evening.
We cant react..We can’t talk back. We are expected to smile and act as if this behavior is perfectly normal and acceptable. Bullsh*t…thank you very much. Just because you are a customer and passing some money across the counter doesn’t buy you the right to treat me or my staff like a indentured servant.
I called a Dr last week to clarify a script he signed off on (can’t say “wrote” because it was an computer written script). It was Bactrim DS, No. 20, 1 tab TID. Anybody worth his/her salt would look at it twice because, while 1 bid and 2 bid are relatively common (especially with MRSA infections), seeing a TID script made me wonder if a keystroke error was at hand. It was an Immediate Care center so I rang them up, asked to clarify a sig and was given to the Dr directly. ( I’m stealing from Dr Grumpy here…) ” Dr Pissy, can I HELP you?”
“Hey, its Pharmacy Chick here and I just wanna check on this sig, did you intend to dispense Bactrim DS TID?, I usually see it 1-2 BID so I am just making sure”…
“ARE YOU KIDDING ME?” and I got a barely polite dressing down for wasting his time. “Are you aware how large these tablets are?” Um, well, since I have been dispensing them for 23 years, yes, but what has that got to do with the sig Dr Pissy? Just.Plain.Mean. Was this necessary? Was it appropriate? He could hide behind his relative anonymity (and the phone) and be a jerk. He hung up before I could say thank you.
Whoever bought into the line “the customer is always right” probably never had to wait on them very often. I am a customer too. When I take off the white coat, I become one of the masses who needs to buy groceries, get my hair cut, fix the car, etc… I know what its like to be on both sides of the counter because I have spent my life doing retail type work.It takes a whole lot before I somebody can get my goat. I have just been around the block WAY to long, so I cut slack where it needs to be cut and I rarely get my feathers in a knot when some customer is a brat. What I become is STOIC to the situation.
BUT, It always steams me when a situation arises and for whatever reason, if I am not able to do what a customer asks of me..some will decide to move to higher ground and try somebody above me…and play the R card..”oh she REFUSED do X and she was “RUDE“. The mere act of saying “no” makes me rude. Guaranteed to get anybody’s attention in management…and immediate assumption that if I CANT do something, that I REFUSED to do it..and I am immediately RUDE. And because whiners are rewarded in our corporate culture, this person will usually walk away with 1) and apology, 2) a promise to beat me to a pulp for my insubordination, and 3) some kind of gift card.
It is extremely rare that I have been in a store where the employees were rude….disinterested maybe, uninformed, lazy or clueless, but honestly, rudeness is quite rare from my personal view. I see more CUSTOMERS taking the RUDE route way more often. From talking on their cell phone while I am trying to counsel, to walking away in mid sentence, I am dissed almost daily. “It will take THAT long to fill the script?”…”I can get it cheaper at Big Box, but they are out…” ” What do you mean my insurance it terminated..you dont know what you are talking about”.
I was at a pizza place during lunch once and this guy was about to pop a vein because the staff made his pizza and missed some topping he claimed he ordered. OMG, it was embarrasing and I wasn’t even involved. You’d think it was his final meal or something. He got his pizza free..makes you kinda wonder if that wasn’t his plan in the first place.
The culture of manners, courtesy and kindness has been killed..may it RIP.