This idea sprung up from an incident where a customer somehow perceived that we treated her incredibly rudely and wrote a letter to our corporate office chastising our rude and unprofessional behavior. She vowed to never use our pharmacy again because of the incident.
I don't want to go into specifics, but let me assure you that her entire basis of being "humiliated" was a blatant lie on her part. However, her letter made an impact on corporate because they wanted our pharmacy manager to respond to it in some way. I think he called the patient, but I don't know what he said to her or what her reaction was.
In any case, this got me to thinking: It seems pretty common place that customers can write a letter to a manager or supervisor over anything that they perceive to be rude behavior. Usually these letters result in store managers or supervisors kissing the customers' asses and handing out gift cards to try to right the alleged wrong that was done. Well, how come customers are the only ones that can write letters? Why can't we write a letter to a rude customer calling them out for being an asshole to our staff?
How awesome would that be?!?! Can you imagine it? A pharmacy customer acts overly rude and obnoxious to the pharmacy staff. A couple days later, that customer finds a letter in the mail:
Several days ago, you came to pick up a prescription at our pharmacy. The technician told you that your doctor had not yet called a prescription into us. At this time, you loudly proclaimed that it was the pharmacy's fault your prescription was not ready for you. You called the technician and pharmacist working that day incompetent. You were loud, overly rude, and your tantrum over something that the pharmacy had absolutely no control over unsettled several other customers who were waiting in line.
This kind of behavior will not be tolerated at our pharmacy. We strive to treat everyone with decency and respect, and we expect the same in return. If you are unable to act in kind, you will no longer be welcome to fill your prescriptions here.
We strongly believe that an apology is in order.
The staff of Your Pharmacy
Now, is that not a great idea???