Dan the Early Retired Man Embarks on a Search for Decent Customer Service
My cousin Dan from Minnesota, who retired early from the U.S. Postal Service this year at age 53, has more gripes about bad customer service.
Customer service continues to elude me.
The label clearly stated, “To refill this prescription, call (phone number).” A computer answered, of course. I punched in my prescription number, birthday and zip code then the computer proudly announced, “Your prescription will be ready for pickup at 10:30.”
I arrived at the counter, gave them my name but there was no bag for me. “Our central pharmacy refill service has refilled your prescription but it missed the truck. You will have to come back.” And then I’m lectured, “You should call us directly when you need a prescription the same day!” “Well I’m only following the instructions on the bottle,” I responded.
Then it hit me. Why don’t you just fill the prescription now, while I’m here waiting (You know the old joke, take the pills out of the big bottle and put them in the little bottle). “Your prescription is already marked refilled so you will have to come back.”
That’s when I lost it.
“There is a pharmacy in every grocery store, Walmart, Target, Sam’s Club and Costco.” My rant continued: “And since you all have the exact same drugs and you all charge me the exact same co-pay, the only thing left you can sell me is SERVICE!” I returned that afternoon and picked up my drugs.
I called the home office to explain why I was changing pharmacies after 15 years, but I couldn’t get close to the vice president of pharmacies, so it’s off to Walmart or Target or maybe Home Depot in search of good customer service.
November 4th, 2009 at 10:08 am
Don’t go to Walmart, Uncle Danny! Walmart is evil!
November 4th, 2009 at 10:40 am
Rachel, I agree!
November 4th, 2009 at 12:01 pm
The best customer service comes from a locally owned pharmacy. Forget the big guys.
November 4th, 2009 at 6:21 pm
If the service is better at WalMart, better take it. I’ve never thought the WalMart concept was per se evil. They need to treat their workers better, but I must say the people who work there are always as nice as they can manage to be, which is not always the case at other stores.
And let’s face it: every store you go to sells the same merchandise, as Dan points out.
November 5th, 2009 at 8:29 am
Catch Her, I agree. I am lucky to live in an area with a lot of independently owned businesses. Do you?
November 5th, 2009 at 11:33 am
I am laughing as I read this, but isn’t it sad? Seems we have become such an automated world, there is no room left for common sense.
I look at this and see an opportunity. If you run a business, make sure you give GREAT customer service and you will be way ahead of others. We have really lost “the customer is always right” mindset, so if you offer that, you are bound to stand out.
November 5th, 2009 at 12:22 pm
My suggestion: Write to someone really high up in the company. Not an e-mail, but an actual letter. Taking the time to do that, and being even-tempered (but specific concerning your problems) will almost always result in a real apology and perhaps even some sort of freebie being sent your way as a make up. It works because so few people take the time to do such a thing, and many who do are foul-tempered and obscene. Be a squeaky but pleasant wheel!
November 5th, 2009 at 1:55 pm
I agree, Laurie.
Suldog, absolutely. A real letter with an envelope and a stamp can go a long, long way. Also, as I learned recently, complain online via Twitter. You will probably hear from the company that offended you.