Performance Prescription

Recently, I had to renew a medication prescription at a Pharmacy which my wife and I would frequently use.

Their customer service is usually polite and friendly, and they have a good handle on product knowledge of the items they dispense.

However, something occurred very recently which was an eye opener!

When one of the Pharmacists was filling my prescription, in the process of handing over the medication, she simply asked with assumption if I know the consumption directives for it.

This was because I regularly have it renewed.

- She said “Well, you know how to use it…right?”.

- I said “Yes, I do”.

And that was it.

I then paid for it and left.

What had me concerned was her unintentional familiarity and assumption of me, even though she did ask if I did know what to do.

She should not ask IF I know how to use the medication, but just inform me how to use it!!

This whole scenario reminded me of Cabin Crew of an airline. They dare not ask the passengers if they are familiar with their in-flight regulations for safety, where for example, the fastening of seatbelts are concerned.

They would go through that safety process before every flight departs and then walk through the isle, looking left and right, to ensure the passengers complied with this strict requirement!!

In the same vein, no employee should have the assumption when treating with their publics (internal and external), that they know what to do or how to use their product or service.

Of course there are variables and leniencies. You will not ask a customer if he knows how to drink a soda or eat a burger and fries or if he know how to toilet paper at the grocery store. Of course not.

Let’s rightly divide. We should not be assuming but exercise diligence in our professions at all times.