Bloopers 'n' Blunders

Making the Best out of a Bad Situation

I recently got a text from my pharmacy that a prescription was ready for pickup. My husband, running errands, stopped by to grab it but was told there was no prescription available—that I had just received one a couple of weeks ago (which wasn't true). We all then got sick at home, so we couldn’t go back to pick it up. Once we were better, I went to the pharmacy and showed them the five text messages (three of which were sent after my husband’s visit, including a "final notice—must pick up today").

The pharmacy tech helping me asked for my birthdate and name. As I was spelling my difficult-to-understand last name, she interrupted, saying there was no prescription. I showed her the five text messages, and suddenly her tune changed: "We sent it back. Today was the last day to get it." I pointed out that today wasn’t over and asked how she could have sent back a prescription she didn't have. She walked to another register without responding, then said, "You got your last refill at another location, in Arizona" (we were in Illinois). I confirmed that was true, and she said the script is there. I joked that it was too far to drive to pick it up (hoping to ease the tension). She didn't smile or laugh. She then said they'd have to transfer it, which would take several days.

At this point, the pharmacist walked in and said, “Would you mind coming back tomorrow? We’ll have it ready for you then” (with a smile).

BAD SITUATION:  The pharmacy tech gave a different excuse at every turn, never addressing or correcting her mistakes. Her tone was rude, condescending, and unhelpful.

SAVIOR:  The pharmacist who quickly caught on to what was happening and solved the problem immediately.

Customer Service Opportunity
Don't rely on "saviors" to fix what less-than-stellar employees have created. Everyone in your business represents your company and must uphold a standard of respect in every customer interaction.

J. Z.—Illinois

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