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for those of you working in a retail pharmacy, how do you deal with people with nasty attitudes? i work in one and sometimes i just want to reach across the counter rip some people's heads off. it seems like when some people see you behind the counter in the white coat, you're fair game for them to treat like dirt for the littlest things. it's like they don't realize pharmacists are like any other people with feelings that should be treated with respect. and yeah i know for every one a-hole there is there are 10 good people you meet. but it only takes one to ruin your day. sorry...it's been a bad few days and i just gotta vent
 
bananaface said:
I act pleasant anyway. It usually rubs off on them or makes them neutral. Over time, I have acquirted magic "smash your grumpy vibe" skillz.

What?!?! You want to be cranky in my store! Too bad! Mwahahaha! :meanie:
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Anna & I occupy different spots in the spectrum on this issue.

My pharmacy serves a tough crowd. I am not afraid to run the really bad ones off. It has been my experience that this segment of the population will run up and down the street anyway. Success in this environment has ment being firm in a professional manner. School teachers and pharmacists don't smile until after thanksgiving. Keep in mind that it is your pharmacy and you
are in control. It is your job to be the final authority on whatever the dispute
is about. It is your job to stand up for your technicians, and it is your job to end a confrontation and keep peace in your work environment. Make it clear that you and your staff will not tolerate abuse. Make your best offer to solve the problem, then stand firm and do not budge one iota from your position. When it degenerates to simple ranting and wasting your time, hand them off or walk away. Make it clear the conversation is finished by calling the police if necessary to encourage the offender to leave. Draw your boundries (such as cussing) then be prepared to take the heat when corperate won't back you up. That is the job.

Or as Debs granny used to say; "Don't get annoyed, annoy right back"
But do it politely. The mark of a master is to never lose your cool and never raise your voice.
 
I don't think we are on opposite sides of the spectrum, really. I think we have similar standards, but view them a bit differently. I tend to give people the benefit of the doubt. But, I know when they are being dinguses or trying to take advantage. I just "don't put up with it" in a different way.
 
bananaface said:
I don't think we are on opposite sides of the spectrum, really. .
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Have you gone soft on me cutie pie? 😎
 
Make it clear the conversation is finished by calling the police if necessary to encourage the offender to leave.
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I'm a soon to be pathology resident, not a pharmacy person, but I considered pharmacy for a while and used to work in a pharmacy as a tech while in college. Once we had a lady come in who completely went APE **** and started screaming at everyone in the store. Actually, it all began when someone accidentally skipped her in line! I think she obviously had other issues though; I'm not sure what meds she was waiting on, but maybe she needed a higher dose! Anyway, we had to call the police to escort her out, and the pharmacists refused to fill her script. The manager of the store wanted him to, and so another argument broke out between them! Pretty exciting stuff for pharmacy! I'd keep some knumchucks (sp?) handy!
 
Nunchucks...Nunchucks...Nunchucks

One of those words that if you say it over and over eventually makes no sense at all.

Knumbnuts....Knumbnuts....Knumbnuts

That one works too.
 
I have not worked retail in pharmacy, but I have managed a computer store, and as they say .... "people's is people's.

What I did, and taught my CSMs to do, is to come up with a code phrase. Mine was "have a wonderful day" .... which decoded to "go away you *&^%&*&^ idiot and get the (*^&%$ out of my store". Silly? Yes. But it made me feel better. :meanie:
 
Smitty said:
Nunchucks...Nunchucks...Nunchucks

One of those words that if you say it over and over eventually makes no sense at all.

Knumbnuts....Knumbnuts....Knumbnuts

That one works too.
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You obviously don't have nunchuck skillz! GOSH! 😛 :laugh:
 
Grin and bear it, just like anything else in life, you have to deal with the bad to appreciate the good.

I've been having a few bad days myself lately. I was at the In Window of my Walgreens pharmacy this morning when a couple came to me asking for my pharmacy manager. I figured they wanted to complain. I informed them that she wasn't available and asked what I could do to help...

To make a long story short, they had come to town for a sick relative, and ultimately, had to stay for a funeral. They had left their medications at home and needed a transfer. I got it transferred and covered by insurance, and they were thrilled. I insisted I was just doing my job. They got my name and the store number to call me into corporate and presumably brag about me. I don't really care about that though. What I do care about is the fact that I really got to make a difference, and they were really, truly happy. They expected to get, for lack of a better term, screwed, and surprise - they didn't get screwed at all but instead got exactly what they wanted.

I serve a tough crowd out there. It's a wealthier area of the city, and don't they know it, and shouldn't you respect it. But after a while you get used to the attitudes and you appreciate those customers whose days you make a little better, and who brighten yours with their appreciation of what you do.

I guess all I can say is, "every cloud..." 🙄
 
BlueOasis said:
Grin and bear it, just like anything else in life, you have to deal with the bad to appreciate the good.
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I think folks sell retail short. When it's good it can be very good and when it's bad - well, y'all know about that already. So you bag some Cheetos, it is
an opportunity to give everything a quick last check. In hospital you might get drafted to help get that 300 pounder up off the floor or help restrain an old lady who is throwing **** out of her diaper. Been there done that got the tee shirt. Retail is every bit as challenging but in a different way. I didn't know you can use flavanoids for tinnitus till last week - and neither did griffith's five minute consult. If you need a break TAKE ONE and stuff any manager that has a problem with it.

Yes it is hard work, but don't ever doubt for a second that you are needed if not always appreciated.
 
baggywrinkle said:
I think folks sell retail short. When it's good it can be very good and when it's bad - well, y'all know about that already. So you bag some Cheetos, it is
an opportunity to give everything a quick last check. In hospital you might get drafted to help get that 300 pounder up off the floor or help restrain an old lady who is throwing **** out of her diaper. Been there done that got the tee shirt. Retail is every bit as challenging but in a different way. I didn't know you can use flavanoids for tinnitus till last week - and neither did griffith's five minute consult. If you need a break TAKE ONE and stuff any manager that has a problem with it.

Yes it is hard work, but don't ever doubt for a second that you are needed if not always appreciated.
Click to expand...


Which flavonoids, or do you remember the product name for tinnitus? We had a lady come in asking about something she heard could be used over the counter for "ringing in the ear". The pharmacist didn't know, and I couldn't remember which natural product that supposedly could be used. The only thing I remember about flavanoids from my complementary and alternative medicine class is that they have a lot of pharmacologic acitivities including antioxidant.
 
Sosumi said:
Which flavonoids, or do you remember the product name for tinnitus? We had a lady come in asking about something she heard could be used over the counter for "ringing in the ear". The pharmacist didn't know, and I couldn't remember which natural product that supposedly could be used. The only thing I remember about flavanoids from my complementary and alternative medicine class is that they have a lot of pharmacologic acitivities including antioxidant.
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I'm skeptical. One of my customers ran in asking about a product she saw on TV then came back later with flavanoids and another natural product from another pharmacist. To the best of my knowledge all you can do is mask it with music or white noise at low volume.
 
ROFL :laugh: you guys are too funny.


At the beginning, (while working as a tech) I used to take them screaming at me personally...sometimes I would go into a corner of the pharmacy and cry after they screamed at me.

Some people are very rude and would even call you bad words...all because the insurance didn't cover their medicines...

they take the meaning of the word "don't shoot the messenger" to a whole other level.

But then I realized not to take it personal...these people are frustrated with their lives...and this is just one problem that they don't know how to solve.

I find ways that they could solve this problem. And when I tell them that their insurance doesn't cover it...I then tell them what they can do to correct this (either that month...or for the next month)

When you say to them,

"i'm sorry Mr. Lopez. Your insurance company only covers 30 pills for this month. what? The doctor increased the dose? Well, what you can do is ask the doctor to write a prescription for you for the changed dose...than we can type it up for next month and you can have the 60 pills and your insurance will pay for it"

you would be surprised how many bombs I've defused with statements like that....or by just agreeing with them

"i know sir...the insurances can be so unfair. yes, they rob you of everything.."

okay....but i'll admit...there are some people that are just looking for a fight...and will ALWAYS look for a fight. in fact, you'll know who these people are by the end of the month...I know all of the ones in my store (about 11 of them)...that will fight with you because it is raining...and then fight with you because it stopped raining.

Those people you just try to get them out of your face as fast as you can....then give faces to the other pharmacy coworkers (who will probably acknowlegde with a sigh, a laugh, or another funny face)...laugh it off, and go to the next customer.
 
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