This is just a little something for all you fellow retail people. I got to thinking about it tonight at work while talking with a customer:

Everyone always says "the grass is always greener on the other side of the fence" and things are "easier said than done," but here's a chance to spout off on how you would do things if you were in charge of the pharmacy.

I'll start --

I'd outlaw cell phones. Surely the best time to answer it is while the pharmacist is counseling you on how to use your suppositories.

I'd get rid of the drive-thru or at least have the window in a more private place. Nothing like hearing the pharmacist counsel a patient with crabs via intercom.

"Sir, you may need to shave..."
"WHAT?"
"You may want to consider shaving..."
"WHAT???"
"YOUR PUBIC HAIR!!!"

<cringe>

I'd get rid of the drive-thru or at least have the window in a more private place. Nothing like hearing the pharmacist counsel a patient with crabs via intercom.

"Sir, you may need to shave..."
"WHAT?"
"You may want to consider shaving..."
"WHAT???"
"YOUR PUBIC HAIR!!!"

<cringe>

ROTFL, that is too funny

I couldn't agree more!! Our store doesn't have a drive-thru, but I've worked with techs from drive-thru stores, and I've talked to a number of customers that transferred to our store, and you lose so much on personal attention and customer service....

...as the crabs anecdote is a perfect example of why. :p

I'd get rid of the drive-thru or at least have the window in a more private place. Nothing like hearing the pharmacist counsel a patient with crabs via intercom.

"Sir, you may need to shave..."
"WHAT?"
"You may want to consider shaving..."
"WHAT???"
"YOUR PUBIC HAIR!!!"

<cringe>

At a new store where I worked temporarily (they opened in 2004), they have phones instead of intercomes at the drive-thru. So when someone comes up, you pick up the phone, and the conversation is held on the phone. (Whatever they speak comes to the receiver.) It was really nice...I did not have to yell, two people could take the drive through at once. I loathe drive thru, but it's necessary for some stores to bring the business in.

Phones would be a great idea instead of the intercom. While working at Eckerd over the summer, the intercom and microphones in the drive-thru needed repaired almost weekly. I have no idea how they kept breaking, but when they were broken it was almost impossible to hear the person outside. I remember telling the pharmacist that it probably would have been easier if we could just open the window and yell out to the customer.

I'd have it so that pharmacists and techs could work at the counter sitting on stools. My feet hurt!

I'd have it so that pharmacists and techs could work at the counter sitting on stools. My feet hurt!


great idea!!! my feet hurt too, and i am getting varicose veins!!!! yuck :(

id kill off the drive throughs, makes the pharmacy feel like a mcdonalds.

Ive never worked pharmacy retail, but I think Id kill off the drive thru too.

But I would also make everyone take customer service training, the case in point is my local Walgreens:

I stood at the counter for 5 minutes one time, while a tech repeatedly walked back and forth in front of me, never made eye contact or acknowledge that I was there and helped at least five drive thru customers that got there AFTER me. Finally the pharmacist had to come over and help me when she saw I had been standing there so long.

Another time, also with no one else in line, an Intern seemed extremely put out (eye rolling) that my insurance provider had changed and I gave him my new card so he could update my file so my next months autofill would charge properly. He was reading a magazine when I walked up, so he couldnt have been too busy.

Dont they screen for these rude people? There was one particularly nice Walgreens tech but he doesnt seem to work there anymore. Now I know why they havent hired me, Im too nice. ;)

But I would also make everyone take customer service training, the case in point is my local Walgreens:

I stood at the counter for 5 minutes one time, while a tech repeatedly walked back and forth in front of me, never made eye contact or acknowledge that I was there and helped at least five drive thru customers that got there AFTER me. Finally the pharmacist had to come over and help me when she saw I had been standing there so long.



Sadly, that's how they are trained to do work. Busier stores have designated cashiers, but most slower stores do not. The primary job of the person at the drive thru is to serve drive thru customers; and when they get done, then their second job is to do cashering. They are trained to finish their primary job before they help out with other things. Usually, the tech who fills do the cashering. It would make sense from the customer's viewpoint that if you come first, you get served- but it is not how they are trained, actually. [At least around here.]

I would not require ties for all male employees.

People mistake me for the pharmacist every day... :rolleyes:

Sadly, that's how they are trained to do work. Busier stores have designated cashiers, but most slower stores do not. The primary job of the person at the drive thru is to serve drive thru customers; and when they get done, then their second job is to do cashering. They are trained to finish their primary job before they help out with other things. Usually, the tech who fills do the cashering. It would make sense from the customer's viewpoint that if you come first, you get served- but it is not how they are trained, actually. [At least around here.]

Yeah. But there were only two people there that day. The cashier and the pharmacist (who was filling). If I had just gotten a "hello Ill be right with you" instead of pretending I didnt exist it would have made me a lot less upset.

Yeah. But there were only two people there that day. The cashier and the pharmacist (who was filling). If I had just gotten a "hello Ill be right with you" instead of pretending I didnt exist it would have made me a lot less upset.

Ahh. If there was only 1 tech...then he should've helped you :) Most stores around here have at least 2 tech all the time...so wasn't thinking about that.

I would eliminate all those crazy "free giftcard" coupons.

I would stop accepting prescriptions at the drop off window 20 minutes before close. I'm sick of people dropping off 4 or 5 at a time right at closing time....especially because it is the same people doing it over and over again.

I would eliminate all those crazy "free giftcard" coupons.

I would stop accepting prescriptions at the drop off window 20 minutes before close. I'm sick of people dropping off 4 or 5 at a time right at closing time....especially because it is the same people doing it over and over again.

Don't get mad, just tell them that it's gonna be ready tomorrow morning ;)

If someone really wants something done right at closing, they get to stay put in the seats instead of browsing through the store. I have never had recurrent last minute people.

I would eliminate all those crazy "free giftcard" coupons.

I would stop accepting prescriptions at the drop off window 20 minutes before close. I'm sick of people dropping off 4 or 5 at a time right at closing time....especially because it is the same people doing it over and over again.

The gift card has no place in retail pharmacy. They are the bane of my existence. You're not supposed to use it to pay for prescriptions (at least not ours, anyhow), but no store wants to have the a-hole manager that enforces that rule.

If someone really wants something done right at closing, they get to stay put in the seats instead of browsing through the store. I have never had recurrent last minute people.

We have one guy who ALWAYS comes in at 8:58 (sometimes after 9) and is always out of his medication (and usually doesn't have any refills on at least one of the six either). He's the exception, though.

We had one lady drop off five about 3 minutes to close and wanted to wait. Being the friendly pharmacy that we are (and because she was a regular customer), we went ahead and filled them. The lady, in the mean time, had disappeared. We paged her and waited till 9:10 for her to get her stuff, then we locked up and walked out when she didn't show. She passed us at the door on the way out and demanded to know why we didn't wait for her. The pharmacist in turn asked her why she decided not to wait for us. :meanie:

Now she comes in during the afternoons, and ALWAYS waits for the prescriptions.