Managing My Business at the Pharmacy

I was at my local Kroger pharmacy yesterday and was reminded of how poorly a tech managed my business a couple of months ago, really meaning my prescription over the phone and in person. I asked for auto-refill over the phone and was told it would be taken care of right then and there. Great! Because I need it to be filled at certain time. Now mind you, Rxs will only be filled once a month per health care insurance to avoid abuse. Yes, I know this. However, when I realized I didn't receive a text about it being ready, I went in. The same woman I spoke with on the phone was the same woman at the register about to help me. She had a nasty attitude! I didn't appreciate it that already and explained to her my issue. Then she nicely cut me off! I gave her a rude look and proceeded to continue to address my issue. She then tells me that she can only fill my Rx once a month and will do it at that present time and THEN enroll me in auto-refill. I was furious because things were not occurring as they should and the tech acted as if she really didn't care that it was her fault and was going to do things how she saw fit and I just had to deal with it. ABSOLUTELY NOT!!!


I then asked for the manager, explained the situation, and then said how I will not wait hours for my Rx to be ready when it should have been ready about 2 weeks ago. I wanted them to stop what they were doing and fill my Rx right then. She apologized and hurriedly filled it for me so that I can be on my way. Well, yesterday, I went to the pharmacy and that tech was not there. Thank goodness! I didn't want to waste any more time on her and give her some choice words either. Moral of the story: Manage your customer's business like it was your own and you won't have an issues.


Signed,


Management!

When Managers Ensure Customer Satisfaction

In September, I had a bad experience with a worker at Dunkin Donuts. I paid for a twisted bagel that I asked to be sliced in half with a cream cheese spread. The worker told me twice that she would not cut the bagel because she said it was too hard for her to do. I was shocked that she yelled this at me and in front of others. I told her since that is what I paid for that she is suppose to comply with my request. Again, she said no. The other woman that took my order sliced my bagel as desired and apologized for the other worker.


I was extremely mad that I went straight to my computer to the company website and complained. Then I filled out a satisfaction survey where I complained again. Remarkably within 6 days, I received a call and an email from the franchise owner who continuously apologized for that rudeness of the worker and offered me a free meal and asked for me to continue my business with his location. Due to his approach, I stated I would return. When I did, the franchise owner was actually there. This was great because he was able to speak to me directly, apologizing again and he handled my order personally.


I was pleased with him and made the decision to continue to return to that location in the future. Sometimes management doesn't always behave so nicely ensuring that I know how customer satisfaction is important to management. He could have easily done nothing but understood the importance of the situation. The owner said he reprimanded the worker who was there when I returned and told me that I should never have had such an experience and I should not in the future from any of his employees.


I think my acceptance of his apology and pleasant demeanor aided in our positive encounter. I always believe that it is management's responsibility to ensure each customer has a positive experience when they patronize their establishment. It's good that there are managers that believe the same.

How Do You Feel About Your Manager?

I am sure we have all had managers that we liked and disliked and for various reasons. We like our managers because they are nice to us, motivate us, believe in us, and treat us well. However, we can dislike our managers for all of the opposite to the things I mentioned above. Some are micromanagers, have poor attitudes, belittle employees, and are just difficult to work with. Also, some just seem phony.

How you feel about your manager will affect how you view your working environment and how productive you are. If we see our managers in a positive light, we want to work harder, make them proud, excel and grow, and ensure our managers believe that we have value and they hired a great employee. Of course the opposite is true as well. When we don't like our mangers, we may perform at marginal rates, do the bare minimum, talk about them behind their backs, not trust them, and would overall, have steadfast negative feelings about this manager. Such negativity, will show through your work if you let it.

Never let a manager you don't care for know that you don't like them. They will then view you negatively (more if they do already). After all, we are all human and it is natural to feel in such a manner when you are treated poor and disliked by others. Your main focus should be working hard to perform well, growing with your position and company, capitalizing on the resources your company has to offer to your productivity, and having a positive attitude as much as possible to ensure happiness at work. Nothing will be perfect but it is all how you view things as well. Yes, we will have "bad" days but we can control how we feel too and can change our attitudes around.

So have a different attitude about your manager if you dislike him/her. Don't let them know how you feel. Meet and exceed expectations of that manager. Have a positive attitude and smile. Work hard and grow. Make your situation work in your favor. Then you may see more happiness at work.

Your thoughts?