I think my resolution for this year is for me to start calling things as I see them. This mostly applies to the pharmacy. I'm just sick of having to kiss ass and be ultra polite and "professional" in the face of people who lack any form of common sense.
Take for example the woman from this past weekend who flipped out at the pharmacy counter when she came to pick up her birth control that she called in to refill Thursday afternoon (New Year's Eve) only to find that we didn't have it in stock and had to order it for Monday. She completely blew up on us saying that we should have called her to let her know we didn't have it. We were irresponsible, etc., etc.
Maybe she's right. Maybe the polite and customer-friendly thing to do would have been to let her know. However, if we want to talk irresponsible, why the fuck do you wait until the day before a long holiday weekend to call in a refill for a medication that you seemingly desperately need? If it was sooooo important to you to take that first tablet on time, why didn't you give us several business days notice?
The answer of course was that she wasn't thinking. Thinking customers are a rarity. Seriously, doesn't it blow your mind when someone actually says that they usually call in their medications a week in advance? Despite the fact that I tell just about everyone to do this, it happens so rarely that I'm literally overwhelmed with joy when a customer tells me they actually do it.
I'm sick of having to apologize for shit that doesn't really matter and isn't really our fault. My responsibility is to fill whatever prescriptions I am presented with safely and accurately. It is not my responsibility to ensure a product is in stock at all times just so one particular person can call in a script and pick it up in the same day. It's not my responsibility to be tracking down customers in order to tell them we had to order something for the next day. Honestly, I don't care.
There are some exceptions, of course. If the out-of-stock item is something that skipping a dose could be harmful for the patient(like antiepileptics or HIV drugs for example), I'll do my best to let the patient know we're out of stock. Birth control? Not that important. A person can go without for a day or two.
Then there was the moron who called up to see if a prescription was called in for her. It was, but instead of being happy that her doctor's office called it in, and it was ready for her, she questioned why we never bothered to call her to let her know the prescription was ready. Lady, we filled 500 prescriptions yesterday. How the hell are we supposed to call every single person who had a prescription called in?
So... My resolution is that if you say something stupid, I'm going to call you on it. To hell with the motto "the customer is always right." Fuck that. I'm right much more often than they are. I work 40 hours per week in the pharmacy. I think I should get the benefit of the doubt.