just curious if a patient complained about one of rx staff, which side your rxm or store mgr would take? I heard stories that they always take patients side ( no matter if the patient was right or wrong).
It's going to vary.just curious if a patient complained about one of rx staff, which side your rxm or store mgr would take? I heard stories that they always take patients side ( no matter if the patient was right or wrong).
Which side your manager would take?This might be a little hard to understand but:
Patient right=you're wrong
Patient wrong=you're right
I know complicating right?
Which side your manager would take?
I have a good relationship with my store manager, I like him. But he did say clearly that at CVS, a store manager is only fired for two reasons. They either steal from the computer or get bad service scores.just curious if a patient complained about one of rx staff, which side your rxm or store mgr would take? I heard stories that they always take patients side ( no matter if the patient was right or wrong).
Wait, does RxM mean PIC?It’s funny how some of you **** heads want to just come to work collect a check and give no f*cks and go home. Yes, patients and your techs sense that. So when RXM gets complaints, yes sometimes they have to be an as.s before it goes up the corporate ladder and take care of complaints or it’s our as.s on the line. Don’t hate the player hate the game.
It’s funny how some of you **** heads want to just come to work collect a check and give no f*cks and go home. Yes, patients and your techs sense that. So when RXM gets complaints, yes sometimes they have to be an as.s before it goes up the corporate ladder and take care of complaints or it’s our as.s on the line. Don’t hate the player hate the game.
The answer is sometimes you have to "thrown somebody under the bus" If it makes the customer happy and it doesn't go to corporate who cares. If you did not treat the customer properly, I will apologize. If you did nothing wrong, but they want to bitch about what you did or what you said or how you said it , I'll still apologize in some way without agreeing with the customer. Unless the customer is acting out for nothing, your job is turn the frown around so they come back and put more money in your pocket. Now, it is different if they come back and chew you out when you did nothing wrong.
And sometimes you have to help the customer redirect the anger toward the responsible party. Many times that is either an insurance company or state/federal regulation.
This is a funny thread because it is corporate oriented. If I am a licensed pharmacist, why do I need to get my manager involved or why would a customer want/need to get a manager involved? Last 2 positions handled everything myself. One before that, management didn't want to get involved. Before that in a corporate environment management would say or do whatever to please the customer be it right or wrong and would place blame on anyone but themselves. Every rph for themselves.
Then you didn't do anything wrong, so how could I throw you under the bus? if the problem is the insurance what would I gain by blaming you?
Now, it is different if they come back and chew you out when you did nothing wrong.
Unless you are the owner, someone can always go over your head. When I was an intern I tried to strong arm a patient into getting the generic. I explained if everyone kept taking the brand the copays would go up. My boss made me apologize. Six mnths later his copays went up. He came in and apologized.......
Sad.u have to swallow your pride sometimes to keep your store and employees off the corporate radar.
Sad.
I told more than one person,
"We strive to provide every guest with amazing service, but we can only do what is possible within the law or what insurance allows.
If this is unacceptable we can transfer your prescriptions to another pharmacy"
I understand.With situations with the law and insurance, yea, I'm not saying you give customers whatever they want. You definitely have to put your foot down and I do. But sometimes when you have someone just looking to get upset over some stupid perceived slight, you just say sorry and move on.
It may be different depending on where you work (a super busy wags or cvs you can be a hard ass and lose some customers with no worries, but at a lower volume small town grocer like where I work, that attitude can quickly result in noticeable drops in sales and script count). I've also learned to never volunteer the "you can transfer out" line to people because that's just asking for a complaint where it gets twisted to you just told someone to go somewhere else/you don't want their business.
I won't convince jerks to stay if they use the threat of leaving to try and get their way, but not the best idea to just come out and say that if you're in a management position. In my case, our limited hours, lack of drive thru, lack of insurance plans to force funnel people to our pharmacy doesn't really allow for that. You have to try and retain customers under reasonable circumstances to compete against big box competition.
I ask for respect from customers and stand my ground, but it simply isn't worth getting into fights and dealing with complaints over ticky tack stuff. 30 secs of swallowing your pride and forgetting about that person 5 mins after they leave has greatly reduced my stress levels compared to always standing my ground over dumb arguments then worrying about explaining it to corporate.
I understand.
I guess from an independent rph point of view, if I know this patient only gets two Rx from us with a net profit of <$10 per Rx and we're gonna spend an extra 5-10 minutes of payroll on them compared to three average customer, then I don't want those 2 fills.
Yup.I like this perspective. At major chains sometimes it seems like you spend more time dealing with manipulative meaningless complaints that waste all the time you don't have. Customers know it and will take advantage of it. This is far from a business like environment.