Politeness and Patience

I was asked the other day by a manager of Walgreen's, ugh I feel dirty for saying that, what one my strongest aspects was. This is a total bullshit question as they have no idea who you are so you could say 'well I can cure cancer with my farts' and they'd have to take you at your word. For some reason my mind cleared and the first thing that came out of my mouth was my ability to have patience and to always be polite.

Now think how many times you'll call another pharmacy or doctors office and you'll have someone answer the phone with their spiel. Now think of how many times you'll hear someone kind of snarl or reluctantly pass off the call as if you just asked them to name the contraindications of Viagra and Nitrates. We've all done it, even on our worst days.

Now think of what happens when you call some place and the other person is polite and lighthearted. How much easier is it to talk to a person whom is like that? Every time I answer the phone, no matter what kind of shit we're dealing with, I do it in a happy and pleasant voice. If you're going to call and bitch at me because you're copay went up, I'll calmly and patiently discuss with you that it is not our fault but rather your insurance company.

A few weeks ago I had a gentleman literally screaming at the pharmacist and I calling us a racist and several other derogatory terms (speaking of which I need to blog about that) while calmly and politely took his abuse. Afterwords our newest future pharmacist asked me how I could take such abuse and still treat the man with respect. I replied that there would be no point in arguing with him as his point was set in his mind and it really wasn't worth my effort to try and change it.

I have had good patients come in who, this one time, are completely shitfaced and unreasonable. The next time I see them often they will thank me for not 'biting their head off' while they were like that. Every one makes a mistake and I generally allow patients one fuck up. Usually if you remain calm and patient you can eventually break through whatever problem you are working on and everyone is happy.

Obviously this does not work all the time. I have been very firm with patients, I have been very cross with patients. Usually this is only when it is warranted (i.e. telling me its not my business what medical condition you have when your insurance requires an ICD-9 code). There's a time and a place for such actions and when you know when to use them they are quite effective.

So those of you whom are embarking in the pharmacy world for the first time, take note. These two little things can make your life a helluva lot easier. Then you can start a blog and bitch about it when you get home like me! :)