Automated And Medicated

(We are the busiest pharmacy in the area, and this day is no exception. To make matters worse, we are short-staffed and our delivery truck is several hours late. I am running the drive-thru at about 6 pm, which is about 10 cars deep.)

Me: “Hi, how can I help you?”

Customer: “I’m here to pick up a prescription for [Name].”

Me: “It looks like we were out of stock of that medication, but let me check to see if it arrived on the truck.”

(I check the delivery record and we did receive the medication. However, because none of the boxes are put up, and it is the middle of the evening rush, we won’t be able to fill the order for a few hours.)

Me: “Ma’am, we did receive the medication on the truck, but we haven’t had a chance to unload the boxes yet, so if you would like to check back this evening…”

Customer: “I was told it would be ready this afternoon!”

Me: “I apologize, ma’am. Normally we would have it ready then but our truck just arrived less than an hour ago and we haven’t been able to put away the medication yet.”

Customer: “Well, someone should have called me to tell me it wasn’t ready! I drove all the way from [20 minutes away] to get my medicine and it’s not even ready!”

Me: “Are you signed up for our automated calls and text messages?”

Customer: “Yes!”

Me: “…and you got a call or text telling you your prescription was ready?”

Customer: “Well… no…”

Me: “…”

(The customer gave me a dirty look as she angrily drove away.)