| Last week I went to a local pharmacy to have a | | | | "Let's talk." |
| prescription filled. As I approached the prescription | | | | Again stone cold, icy silence followed by " Can I help |
| counter I noticed a sign beside the cash register that | | | | you?" If you can't beat them, join them so I too |
| said, " Let's Talk." Considering it an invitation I said in | | | | became cool, abrupt, assertive and said, " Mike Moore |
| a friendly, cheery voice, " OK let's talk." and | | | | Doctor Quinn/ asthma medication/ repeat required |
| proceeded to say " How are you today?" The | | | | please. She checked the computer and found that I |
| woman waiting on me was not amused. She looked | | | | did have 4 repeats left. I told her that I would be in |
| at me in frigid, non-responsive silence and finally said | | | | at 10:00 a.m. the next day to pick it up and I left. I |
| cooly, " Can I help you?" | | | | know I shouldn't have responded in kind but I was |
| It didn't take a degree in nuclear physics to figure out | | | | ticked off at the way a paying customer was being |
| that she was totally ignoring my humble attempt to | | | | treated. |
| be friendly so I too immediately responded to her icy | | | | I wanted to hand the woman my card and tell her |
| tone with one of my own. I gave her the information | | | | that I spoke to companies and organizations on |
| regarding my prescription and was told curtly that I | | | | customer relations and would be more that happy to |
| was at the wrong counter. I was at the | | | | conduct a seminar for their employees on the topic. |
| "PRESCRIPTION OUT" counter when I should be at | | | | But I didn't. |
| the | | | | I'm not saying that dealing with the public is easy. It |
| " PRESCRIPTION IN " counter. How silly of me to | | | | isn't. In fact it can be very stressful but you can |
| make such a mistake. Maybe that's why she was so | | | | neutralize the stress with a simple smile and a bit of |
| unfriendly to me. I had committed a huge | | | | humor. All these people needed to do when I |
| unforgivable sin in Pharmacy Land. | | | | responded to their invitation to talk was smile and |
| As I approached the proper counter I once again | | | | say in a friendly tone, "OK. Let's talk. What can I do |
| saw the sign, " Let's Talk." and decided to give the | | | | for you?" |
| place a second chance. I looked at the lady waiting | | | | Simple, easy, effective and it leaves your customer |
| on me and said once again in an upbeat and friendly | | | | wanting to return to do business with you. Isn't that |
| tone, " The other woman who waited on me wasn't | | | | what customer service is all about? |
| really in the mood to talk so I came down here. So | | | | |