One of my more difficult tasks as a pharmacy manager for the world’s largest retailer is to play “referee” between a customer and another pharmacist. However, on this day, the potential learning experience tipped the decision in favor of the customer.
I was singing “One Night In Bangkok” as I was walking towards the pharmacy to begin my 12pm-9pm shift. I was in a fabulous mood as it was the rare day this winter that I didn’t have to fight the snow and ice to get to work.
As a passed the health and beauty aids department, I could see that Rob, the substitute pharmacist who was covering my regular partner’s vacation was involved in a heated discussion with one of our nicest and most regular customers, Bill Edwards. In the 15 or so years I have been serving Mr. Edwards, I’ve never seen him even remotely upset. Today he was fit to be tied.
As I came around the pharmacy counter, my technician Joe walked past me and mouthed the words: “You need to fix this!!”.
“Corey, you need to talk to this joker, before I pull all of my business……” Bill shouted from across the room as soon as he recognized my presence.
Rob looked at me as though he was shooting laser beams through my chest. “Proceed with caution” was my interpretation of the message he was sending me.
Rob is a licensed professional. Even though I have the authority to override him, I had to be very careful to respect his position, whatever it was.
“I’ll tell you what Bill, could you maybe walk around for five minutes or so while I take off my coat and talk to Rob about the situation?” was about the only thing I could think of to say. Bill very reluctantly agreed. He wasn’t concerned about Rob’s feelings at that point.
As soon as he walked away, I simply looked at Rob with my best “Well?” expression.
Rob filled me in. “He picked up a bunch of prescriptions this morning and came back an hour later saying that his doctor ordered one that he didn’t want at this time, and he wanted me to refund it. I told him that since he had already left the store, I would have to throw it away if I took it back. Since it costs $179, I wasn’t willing to do that. That’s when he flipped out. IMAGINE THE NERVE OF THAT GUY, EXPECTING US TO LOSE $179!!!”
I looked at Rob with love and concern in my heart, searching for the patience it would require to “revise” his thinking. The truth was, I didn’t share his viewpoint.
“Rob, this is your decision to make, and I will back you up 100% no matter what you decide. But, will you please consider this…” I asked as calmly and respectfully as I could.
“Yesterday” I continued, “My wife spent $350 in this store on groceries and household supplies. She does that every week. By my math that works out to be roughly $1400 each month or nearly $17,000 every year. We are an average family in our forties. If we live to be 75-80 years old, that means we will spend, if we continue to shop here, approximately $500,000 in this store over the next 30 years. Bill Edwards is about my age, so I see no reason why the same math wouldn’t apply to him.”
I paused to let him absorb the figures I had just shared.
“AND here’s an amazing phenomenon that you also want to consider before making your decision. Studies show that the average ecstatic customer willingly refers 3 people to your business. However, the average angry customer tells 10 people at a minimum. Suppose only 3 of Bill’s friends or family members refuse to shop here on his advice, that means that by refusing to refund $179 you could potentially be costing our store TWO MILLION DOLLARS!!”
Rob was absolutely flabbergasted.
“But, it is your decision.” I said as I handed him the report I had been printing while I was talking to him. The report was the prescription total for Bill and Mary Edwards for the year 2013. The total was $10,300 and some change. They both have chronic health conditions.
Rob took a deep breath and blurted out: “What would I say to him now, so I don’t look stupid?”.
“Rob my friend” I said as I put my head on his shoulder. “You simply tell him that you thought it over, and you decided to do the right thing. STUPID is not being mature enough to reverse a bad decision in favor of saving face. Bill is a great guy, and he will think MORE of you for reconsidering and being genuine and honest. I promise.”
With that I put my coat away and went back to singing “One Night In Bangkok”.
Photo: Getty Images