- Joined
- Apr 15, 2007
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or situations.
So, I've gathered some phrases and such that seem to work pretty well from various places across the net, so I figured a thread of comebacks could be useful. Plus, I need some more for my repertoire.
The one issue I could really use some help with is the people who refuse to budge from the drive thru - the "I'll wait RIGHT HERE!" people. We have parking spaces that are visible from the through window, and I always offer to wave at them when it's done if they wait over there. Every so often there is someone who is insistent that they are not going to move, and then it turns into a battle of me saying "You can wait over the to the right or inside the store, but I need to keep both lanes moving" and them screaming "NO!" I know the easiest thing to do is probably to just fill the damn prescription ASAP and get them out of there, but sometimes that just isn't possible and I don't think it's a good idea to let patients bully you into anything.
And a few ways of wording things that usually keep people calm:
It almost always seems to lessen the blow when we're out of something if I say, "We acutally are all out of XYZ. I can order it for tomorrow or I can try to locate it at another store, whichever you'd prefer." I haven't had anyone too pissed off at me for not having something in a while.
When trying to explain a prior authorization. "Your insurance company is requiring something called a prior authorization. Basically, that means that they want some paperwork filled out by your doctor explaining why he/she chose this medication. We have/will contact them to let them know. We can either wait to hear back or you can purchase the medication out of pocket now." If you just say, "This requires a prior authorization from your doctor" people almost always get pissy thinking that you're telling them it doesn't have refills or something.
So, I've gathered some phrases and such that seem to work pretty well from various places across the net, so I figured a thread of comebacks could be useful. Plus, I need some more for my repertoire.
The one issue I could really use some help with is the people who refuse to budge from the drive thru - the "I'll wait RIGHT HERE!" people. We have parking spaces that are visible from the through window, and I always offer to wave at them when it's done if they wait over there. Every so often there is someone who is insistent that they are not going to move, and then it turns into a battle of me saying "You can wait over the to the right or inside the store, but I need to keep both lanes moving" and them screaming "NO!" I know the easiest thing to do is probably to just fill the damn prescription ASAP and get them out of there, but sometimes that just isn't possible and I don't think it's a good idea to let patients bully you into anything.
And a few ways of wording things that usually keep people calm:
It almost always seems to lessen the blow when we're out of something if I say, "We acutally are all out of XYZ. I can order it for tomorrow or I can try to locate it at another store, whichever you'd prefer." I haven't had anyone too pissed off at me for not having something in a while.
When trying to explain a prior authorization. "Your insurance company is requiring something called a prior authorization. Basically, that means that they want some paperwork filled out by your doctor explaining why he/she chose this medication. We have/will contact them to let them know. We can either wait to hear back or you can purchase the medication out of pocket now." If you just say, "This requires a prior authorization from your doctor" people almost always get pissy thinking that you're telling them it doesn't have refills or something.
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