
A few weeks ago, the air conditioner at our house quit working. The company we normally use in such situations was backlogged, so—at the suggestion of a friend—we called another company who said they could come out the following day.
That next day, I was able to come home early from work, arriving just in time to hear the technician tell us what was wrong with the air conditioner.
“I’ve got bad news,” he said as he walked in the house. “It’s your compressor, which is one of the most expensive parts to replace on an air conditioner. In fact, when it breaks a lot of people just choose to buy a new unit. Tell you what . . . I’ll go get you a price for a new compressor and a new unit. That way you can figure out what you want to do.”
As he left the house and walked out to his van, my wife and I sat on the couch, both cursing the air conditioner that seemed to cause us problems every summer. Suddenly, my wife stood up and stared out the window with a puzzled look on her face.
“Well . . . he’s leaving,” she said, watching him pull out of our driveway. “I thought he was coming right back.”
We both decided that we had simply misinterpreted him. While we thought he was going out to his van to retrieve some pricing information, he apparently had to go back to the office to get the data. We shrugged it off to simple miscommunication, and decided we’d just wait for him to give us a call.
So, we waited.
And we waited.
And then around 6:00, we realized no one was going to call us. I called the company to see if they had an emergency phone number. They didn’t.
The August heat began to really take its toll, and that weekend without air conditioning was very hot and very uncomfortable. When Monday finally came around, I called the company first thing in the morning, explaining my problem to the receptionist who answered the phone. She assured me that someone would call me back right away. They never did.
As luck would have it, my wife never called to cancel our appointment with the company that we usually dealt with. They arrived right on time on Tuesday, and fixed our air conditioner that very day. And it cost much less than the first technician had alluded to.
I’m sure I would have paid for a new air conditioning unit from this other company. All they had to do was put forth the effort to actually do their job. The funny thing is . . . probably what bothered me the most was the fact that I couldn’t believe that anyone would run a business this way. I couldn’t believe someone would make it so hard for me to give them money. But then I realized that this very thing happens every day in my own profession.
Over the years, customer service has all but vanished in most pharmacies across America. And this customer service has withered away so gradually that most people aren’t even aware that it’s missing. I’ve seen so many things that actually make me embarrassed to be a pharmacist, such as:
- People waiting more than two hours to have a single prescription filled.
- Pharmacists refusing to accept new prescriptions because they’re going to close in 45 minutes.
- Pharmacies who tell people they need to call their refills in 48 hours in advance.
- Pharmacists who are too lazy to counsel someone on a new medication.
- Pharmacists who won’t even take a minute of their time to help someone out.
Even though customers are the ones who are ultimately responsible for a pharmacist’s paycheck, many pharmacists see every customer as just another inconvenience . . . another obstacle to going home at the end of the day. And because this unhelpful attitude is so prevalent at pharmacies across the nation, most people assume that being treated like shit is just a normal part of having a prescription filled. In fact, this has become so normal, that most people don’t even know they’re being treated like shit.
Although this blog is all about saving money on prescription drugs, sometimes there are actually other things that are more important than finding the cheapest prescription. After all, sometimes you do get what you pay for.