i just love a customer who complains and whines and threatens. where does she think this is going to get her? my favorite thing is when she calls up and pretends to be her granddaughter. seriously ma'am, i know the sound the of your voice AND the sound of your granddaughter's voice. maybe this makes me a bit of a bad person, but whenever she calls up and tells me that she is her granddaughter and asks where her medication is and starts threatening us i answer her with "well mrs. _____ we sent out your granddaughter ________'s medications this morning". her usual reaction is a moment of stunned silence followed by "oh" as she acknowledges that i've found her out. yesterday we went through this several times. each time i explained to her why her medication had not been delivered yet. apparently she thought that calling and harassing me and threatening to leave our pharmacy was the way to go. she was so mad that her order hadn't arrived and i explained to her AGAIN that we only had one driver and that he was out with thirty deliveries already and that if he stopped back for more i'd ask him to take her granddaughter's meds out BUT if she really needed to have them that night perhaps someone could stop in and get them. so she said she would send someone over and to hold the meds at the store for her. so i did. the driver came back in for more deliveries but she had told me she was coming in so i didn't want to send them out and then have her arrive angry that they weren't there. anyway i kept them...because she told me to. at 5 she calls me up and says aren't they sending them out? no ma'am i explain you asked me to keep them because someone was coming in. what? she says incredulous, you said the driver would be back in for more deliveries! why aren't they sent out? send them out now! well ma'am you told me to keep them and so i did and the driver already came back. she was so mad. i finally just told her outright, ma'am i did what you asked me to and now you are angry with me. (why i say these things i don't know....i should keep my mouth shut). she did acknowledge this fact and said she was sorry and that she was just frustrated. sigh. you might remember her from this story.
in other news i had a customer call me up and scream my ear off over her delivery and then accuse me of laughing at her. my laughter, which i explained was more like complete exasperation at the fact that though the medication had been filled by the computer, we had not received a label and somehow missed it showing up on the errors and so it was lost in limbo. so we had this big "discussion" about how she wanted her medication and it was important and how could i not know this and why can't i get the driver right now to take it over there....blahblahblah. so she's fuming mad that i won't get the driver to do it IMMEDIATELY while i'm busy explaining that he has 30 deliveries and is the ONLY DRIVER FOR THE DAY. ah. she called back and matter of factly told us that if we couldn't handle it, she could and SHE called the driver HERSELF and HE said he'd drive back to the store, get her meds, and drive them back to her. well good for you ma'am . HERE is the punchline: this entire conversation happened on speaker phone with the driver standing in her front door! all she had to do was call and tell me to get her med ready and he'd come pick it up! instead she puts up this whole facade about why can't i find the driver etc. oh my gosh lady, i've got better things to do with my time than argue about something that could have been solved without ten minutes of discussion and your yelling!
people, pray that i have patience. i get customers like this and my instincts are NOT always to be polite and serving. there is a fine line between not being made the fool and actually being rude. i ride that line. i don't think it's wrong of me to for instance call this woman out on acting like her granddaughter (or maybe it is i don't know), but i do need to treat her with some respect, even if she doesn't respect me. it's tough. i find myself with less and less patience for my customers and i don't like it. so if you could, pray that i would treat people with kindness, true kindness.
in other news i had a customer call me up and scream my ear off over her delivery and then accuse me of laughing at her. my laughter, which i explained was more like complete exasperation at the fact that though the medication had been filled by the computer, we had not received a label and somehow missed it showing up on the errors and so it was lost in limbo. so we had this big "discussion" about how she wanted her medication and it was important and how could i not know this and why can't i get the driver right now to take it over there....blahblahblah. so she's fuming mad that i won't get the driver to do it IMMEDIATELY while i'm busy explaining that he has 30 deliveries and is the ONLY DRIVER FOR THE DAY. ah. she called back and matter of factly told us that if we couldn't handle it, she could and SHE called the driver HERSELF and HE said he'd drive back to the store, get her meds, and drive them back to her. well good for you ma'am . HERE is the punchline: this entire conversation happened on speaker phone with the driver standing in her front door! all she had to do was call and tell me to get her med ready and he'd come pick it up! instead she puts up this whole facade about why can't i find the driver etc. oh my gosh lady, i've got better things to do with my time than argue about something that could have been solved without ten minutes of discussion and your yelling!
people, pray that i have patience. i get customers like this and my instincts are NOT always to be polite and serving. there is a fine line between not being made the fool and actually being rude. i ride that line. i don't think it's wrong of me to for instance call this woman out on acting like her granddaughter (or maybe it is i don't know), but i do need to treat her with some respect, even if she doesn't respect me. it's tough. i find myself with less and less patience for my customers and i don't like it. so if you could, pray that i would treat people with kindness, true kindness.
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