The Value of Quality Customer Service or How Change Can Be A Good Thing

I will admit, dear reader, that on some occasions I have way too many ideas running through my head.  Therefore, this post has two titles and subjects that will (hopefully) come together to make a single, logical (keyword) opinion.  Let's start with The Value of Quality Customer Service.

I don't think that I am alone in having the opinion that quality customer service is a huge advantage to businesses.  For example, Store A has a widget priced at $150.00, Store B has the same widget at the same price.  Store A has surly, immature clerks who are more interested in checking their phones for text messages and can barely grunt the total price to you much less say hello or good morning.  Store B has clerks that greet you when you enter the store, ask if they can help with anything else in addition to your widget and offers additional information regarding your widget at no extra charge.

On my score sheet, Store B gets one point. 

Store A- 0
Store B- 1

Since there is more to customer service than the clerks, let's look at a few other examples such as accessibility.  Store A is centrally located in your community on a major street.  Store B is centrally located on a major street.

Draw- no points awarded
Store A- 0
Store B- 1

How about when you visit either Store A or B, your widget isn't in stock?  Store A tells you that it isn't in and it might be in tomorrow and to check back with them later.  Store B offers to call the supplier immediately for you and asks for your contact information so they can contact you when the widget is available for you. (Man, I have to tell you- so far Store B is awesome!!)

Store A- 0
Store B- 2

Another comparison between Stores A and B is time.  Let's face it, we all have someplace else that we need to be and there never seems to be enough hours, minutes, or seconds in the day to get all that we want to accomplish.  Store A has a line of people 3-5 people deep waiting to get their widget, and their method to getting those widgets to you is to have you wait in line and taking up your valuable time to tell them what you want and their process begins.  It starts with the surly clerk who while is pretending to listen to your request, is actually checking a text to see where the party is that night or who is dating who.  That clerk then relays to another person, who relays to another.  Finally, your a widget is placed in a sack, payment is demanded and you are pushed out the door without so much as a "thank you" or a grunt showing that your business is appreciated.   Only once you get home, you realize that the wrong widget was given and you have to go back to Store A and start the process over again. 

Ever play the game where people whisper a phrase into their neighbor's ear and it is passed on to a number of people?  Generally the outcome is completely different than the original statement.  As a consumer, you deserve to receive the widget that you want and/or need and the margin for error should be as minimal as possible. 

Store B on the other hand has 3-5 people waiting  for their widgets, but the clerks come to you rather than serving one person at a time, causing you to wait in line.  The order for your widget is written down and repeated to you in order to check for accuracy and then delivered to the person who fills your order.  Your order is then triple checked for accuracy and you are back to your busy life with hardly any time wasted at all.

Store A- 0
Store B- 3

Of course, the above scenario is purely fictitious.  But yet, there are definitely stores that possess these qualities, both positive and negative.  Although, if price and location are the same and by some crazy coincidence the descriptions above were actual stores, which store would be the most logical (there's that keyword again) choice? 

In my opinion, it's a no-brainer.  Store B would be the one that gets my business.  Honestly though, I constantly find myself finding errors in the customer service at businesses that I visit.  And, if I am truly being honest, I am probably a pretty tough customer in that I believe that if I am paying my own, hard earned cash, I deserve to be treated in a polite and courteous manner and receive the proper items. 

I couldn't be the only one who thinks that way, could I?  Somehow, I don't think so....

So now, let's examine How Change Can Be A Good Thing.

Does anyone remember when Coca-Cola tried a new formula?  Coke fans strongly expressed their dissatisfaction  and quicker than you could have said "oops, maybe we shouldn't change a good thing here" Coca-Cola Classic was on the shelves and soon thereafter the "new" formula was nothing but a distant memory.  That, would be an example of when change isn't such a great thing.

But what if the change was taking a new job in a new city?  The new job offered better pay, benefits, bonus schedule, free child care...the works!  And along with the great changes in your job you get to move to a new city that could provide better schools for your children, more entertainment options, and a strong and vibrant community that has all that you could ask for! 

Change can also pay dividends in your personal life.  Be it changing your diet and exercising more or quitting a vice you may have like smoking or gambling.  Changing your diet and exercising could help you not only get into better shape, but also provide an improved feeling of yourself.  Quitting smoking could help you live a longer, healthier life and curbing a gambling addiction could lead to a few more dollars in your pocket and/or reduce stress in your life.

One type of change that gets under my skin is when one of my favorite establishments or sporting team changes management and/or ownership.  The new manager tries to keep everything the same but doesn't have the same "touch" that the previous manager had.  I'm sure we can all think of examples of those types of changes. A few that come to mind is John Blake and OU football.  Coach Blake seemed to have all the necessary qualifications to lead the Sooners to glory but yet he just couldn't do the job.  Same thing with the Dallas Cowboys and Wade Phillips or Time/Warner buying AOL,or even the decision to produce the Edsel and so on. 

The common denominator in most changes is risk versus reward.  How much risk are the companies, sports teams, and or even customers willing to risk in order to reap the benefits of the change being the right decision. Coke took a risk and they paid for it, however they are still doing pretty well today.  The new job and city could present risk in that you are leaving the place that you have always been, a comfort zone so to speak, in that you are leaving and have no idea of the possibilities that would be available to you.  The changes in your personal life would represent sacrifice which would require will power and intestinal fortitude in order to achieve the desired result.  OU took a calculated risk in hiring Bob Stoops that seems to have paid off while the Dallas Cowboys found that Wade couldn't accomplish the goals set by the ownership of the team.  AOL is still around (I think), but the reward for Time/Warner has not been anywhere near their expectations.  And the poor Edsel has become synonymous with failure.  Sometimes customers feel that change would be too difficult and are willing to sacrifice reward without knowing how little risk is involved.

Retail businesses deal constantly with change.  An example would be one of my favorite record stores (for the kids reading this- a record is a round piece of vinyl that had grooves on it and when a needle was placed on it in a record player...aww heck, I'm showing my age again- suffice to say it's a music store) changed managers.  The first manager kept a wide range of music and was extremely knowledgeable of not only new bands coming out but could also suggest some incredible music that was just under the radar of the Billboard Top 40.  Well, that manager was so good that he was offered and accepted a position in a completely different city and was replaced by someone who thought they knew music, but in the end really didn't know much more than what was the popular artist at the time and would try to pretend to be knowledgeable of the music scene therefore causing my experience to be less than satisfactory.  What I ended up doing was asking advice of fellow music lovers, saw various options and found the store that best fit my needs.

It reminds me of the following verse from Matthew 7:7:


"Ask and it will be given to you; seek and you will find; knock and the door will be opened to you."

Although the verse isn't talking about record stores or coaches, I think that it provides sound advice into many aspects of our lives.   It also reminds me of a song by U2 called, "I Still Haven't Found What I'm Looking For" where Bono sings about his struggles with finding a place in which he believes and feels comfortable and accepted in while listing the various options he took.  The song and the verse have more in common with each other rather than making consumer decisions but both speak about the apprehension of weighing risk versus reward when making a change.

Sometimes, the hardest thing we can do is ask someone else for help or advice but once we can do so, more often than not a more attractive option is presented.  Also, perhaps we are looking for the Store B or service as described above we find a familiar face behind the counter.  Or when we realize a potential opportunity- we need to possess the courage to walk up to that door and see what is available to us, perhaps the solution to our problem can be solved much easier than expected. 

Apples are apples and oranges are oranges and they can both be found in grocery stores but are quite often they have different prices.  Sometimes we go to the place that is more convenient to our location, sometimes we go to the place with higher prices because we receive better service or selection, or maybe we just go to the same store because that is where we have always gone.  People can become creatures of habit, and Coke was hoping that customers would continue buying their product even though it was a new formula, what they found was that their customers wanted the product that they have known and trusted in its quality for years.

But if you had the opportunity to choose between two stores that had the same prices and products but certain differences existed such as customer service or management that possesses the quality and experience that you are looking for, and quite frankly deserve...wouldn't it be logical to knock on the door of that establishment and see if and how you can get the highest possible value for your money?

The doors at Heritage Pharmacy don't have to be knocked on, they open automatically and welcome you in as you recognize the person behind the counter that represents the quality, experience and service that you deserve and have received since 1976.  From his beginning at the Wal Mart pharmacy to his recent opening of Heritage Pharmacy, Dennis Satchell has been and continues to be a trusted source of advice as well as a loyal friend to the families in the area who have received the value of his experience and generosity to those that have asked, searched, and found what they were looking for in a trusted pharmacist.

At Heritage Pharmacy, we strive to provide value to you and your family, not only in your pocketbook, but also with the knowledge that your satisfaction is our primary mission.  We invite you to stop by and let us show you exactly how important your well-being is to us and how easily your goal can be realized of receiving quality care that you deserve.

The Meaning of Heritage

Let's get a little philosophical today and look at the meaning or symbolism of "HERITAGE".  Dennis put a lot of thought into the naming of his pharmacy not only as a way to distinguish the business, but also as a way to show his appreciation for what the people and families in the area have done for him.

From the Book of Joel, Chapter 1 verses 2-3 (International version)

(2)Hear this, you elders;
listen, all who live in the land.
Has anything like this ever happened in your days
or in the days of your ancestors?


(3)Tell it to your children,
and let your children tell it to their children,
and their children to the next generation

For most people, the definition of Heritage is somewhat similar to the words of the Prophet Joel above where Heritage is something learned or taught which has been handed down from ones predecessors.  According to the Merriam-Webster dictionary, the English word 'heritage' has several senses, which are listed as follows:

1. practices that are handed down from the past by tradition- this is similar to what Joel had in mind.  Many of us do various tasks, use recipes etc. in a manner that would make our elders proud.

       
     2.  hereditary succession to a title or an office or property- the first thing that comes to my mind after reading this is the Walton family.  At the time of Sam Walton's death, he was the richest man in the United States.  After his estate was split, his heirs were either THE top five or in the top five richest in the U.S.

     3.  any attribute or immaterial possession that is inherited from ancestors- In my family, some of the kids will make a face or grin, sometimes even a statement that will make the parents say, "That's the PaPa Pete in you".

4. that which is inherited- This one basically speaks for itself and quite honestly is very similar to the second "sense" that Merriam-Webster provides.

As you may have seen in our recent ad, some synonyms for Heritage can include tradition, experience, family, law, or heirloom. More often than not, Heritage is something that a person or family is something to be proud of and held in high esteem. Listening to Dennis speak about his childhood and what he learned from his elders, one can definitely understand how proud he is of his heritage. 

Heritage is a word that is generally used in conjuction with family, so how would family come into the picture while deciding upon a name for a business?  The answer to that question is fairly simple if you, dear reader, have ever come into the pharmacy and had an opportunity to visit with Dennis, he can tell you stories about your own family that maybe you don't even know.  That doesn't come from being nosy or into other people's business- a talent like that comes from longevity and experience with people in the area. 

Heritage doesn't always have to do with family, as evidenced above, it can describe experience.  The world of pharmacology changes daily and it is one that accuracy and knowledge of the subject that a practioner needs to have an almost vice-like grip of in order to provide the best and highest quality service to his or her customers.  While your health care provider is extremely knowledgeable themselves on the subject, your pharmacist should be as well.  Be it drug to drug interactions or dosage instructions, keeping a watchful eye looking out for you is something that money can't buy.  While the subject of money is up, perhaps a new over the counter medication has come out that you have previously recieved only in prescription form is available which could perhaps either save you money from your co-pay or by possibly having to visit your doctor for an appointment to just see if you can get a refill (Note. in no way whatsoever shape or form are we advocating NOT consulting your physician regarding medication.  If you do not have a family physician we would be more than happy to provide you with contact information of ALL physicians in the area). 

Heritage can also symbolize 'tradition'.  Generally traditions are thought of around the holidays be it reminicing of Grandma's pumpkin pie or how Uncle Joe always had to eat in front of the t.v. to watch the football games on Thanksgiving.  Most traditions come from family recommendations or experiences.  Many times we find ourselves doing things because that was what Mom always did or we were advised by our elders the proper way to  conduct business.  More often than not, when Dennis is speaking to someone about their family that person will say "Well, <insert relative here> always said to come see you and I would be in big trouble if <that same relative> knew I was going somewhere else". 

Dennis has been in Kingfisher since 1976, born and raised in Lacy (east on HWY 51 from Hennessey in case you aren't familiar), so he knows the value of both family and heritage.  He also knows that any and all of his success as a pharmacist here has to do with hard, honest work and the families in the communities and surrounding areas.  Those people are a big part of Dennis' heritage, and the service he provided them and still provides today is something that gives him great pride. 

In the end, there are many meanings to the word "Heritage", and most can be attributed to family.  The word family can give us many different feelings, be it trust, security, or even a feeling of overall well being.  However you interpret the meaning of Heritage or Family, know that Dennis definitely had all those definitions or synonyms and more in mind when deciding upon the name Heritage Pharmacy.  We hope that if you are reading this post and haven't been in to see us yet you will do so soon because at Heritage Pharmacy we strive to provide quality service from people you know.

   

(All photos can be found around Heritage Pharmacy which are hand or footprints of Dennis' grandchildren or children of employees of Heritage Pharmacy)

Losing Weight and Keeping It Off

 

Could Drinking Water Before Meals Help You Lose Weight? (HealthDay News) -- Close the diet books and skip the pills. The latest weight-loss trick may be as simple as gulping a couple of glasses of water before you eat.

A new study found that middle-aged and older adults who drank two cups of water before each meal consumed fewer calories and lost more weight than those who skipped drinking water.
Researchers divided two groups of overweight and obese men and women aged 55 to 75 into two groups: one group was told to follow a low-fat, low-calorie diet; the other group was told to follow the same diet and to drink two cups of water before breakfast, lunch and dinner.
After 12 weeks, those who drank water before meals had lost 15.5 pounds, compared to 11 pounds for the non-water drinkers, a nearly 30 percent difference.
The researchers got the idea for the weight-loss program from their prior research, which found that when middle-aged and older adults drank water before meals, they ate between 75 and 90 fewer calories at the meal.
What they weren't sure about, however, was if water drinkers would compensate by eating more throughout the rest of the day, said senior study author Brenda Davy, an associate professor in the department of human nutrition, foods and exercise at Virginia Tech. But after 12 weeks of dieting, that didn't happen.
"Drinking more water is a pretty simple strategy that may be helpful to people trying to lose weight," Davy said. "We're not saying, 'Drink more water and the body fat will melt away'. But for people who are trying to lose weight and trying to follow a low-cal diet, it's something they can do as part of that."
The research was to be presented Monday at the annual meeting of the American Chemical Society in Boston.
One of the most vexing issues with dieting is how difficult it is to keep the weight off long-term, Davy said. After the 12 weeks were up, Davy and her colleagues have continued to follow the participants.
After one year, preliminary data shows that those who continued to drink water before meals not only kept those pounds off, but have even continued to lose a bit more -- about 1.5 pounds on average.
Yet pre-meal water chugging comes with one caveat: it may only work if you're middle-aged or older, Davy said.
Prior research has shown that in those aged 18 to 35, drinking water before the meal did not cause them to eat fewer calories at the meal, Davy said.
In older people, it takes longer for the stomach to empty, which may be why the water helps them feel fuller and less hungry, while in younger people, water begins leaving the stomach almost immediately, Davy said.
Barry Popkin, director of the University of North Carolina Nutrition Obesity Research Center, called the findings "promising." His research has shown people who drinks lots of water drink fewer sugary beverages, eat more fruits and vegetables and overall consume fewer calories throughout the day.
One culprit in the obesity epidemic is that Americans consume some 300 calories more a day in sugary beverages than they did 30 years ago, Popkin added. That includes soda, punch and fruit juices with added sugar, sports drinks and sweetened tea.
"If you drink some more water right before a meal and fill up a little bit right before, there is the potential you may reduce your food intake," Popkin said. "But what we're concerned with is encouraging people to drink water to replace all the caloric beverages we're drinking."
Another challenge to the water-before-meals weight-loss strategy is getting people to do it, said Carla Wolper, an assistant professor in the Eating Disorders Center at Columbia University and a research faculty member at the New York Obesity Research Center at St. Luke's Hospital in New York City.
"The question is, do people continue to drink the water in a non-study situation?" Wolper said. "We know there are a lot of simple things people could do to lose weight. Clinical trials have shown if people write down what they eat, they lost twice as much weight. Yet it's very hard to get people to write down what they eat. Or, if people would reduce portions just a little bit, they would lose weight. But people don't do it."
The same goes for drinking more water. Even seemingly small changes require commitment. "Changing a pattern of behavior is complicated, and requires time and energy," Wolper said.
Still, it could be worth a try, she added. "Unless people overload on water, it's harmless, inexpensive. And if over the course of the entire day, it reduces the amount of food people take in, then of course it's a good idea," Wolper said.
Dieticians often will suggest a non-caloric drink such as club soda with lemon, diet soda or tea to help resist the urge to snack after dinner, Wolper said.

Random Musings In and Around the "Pharm"

For those of you who haven't noticed, the weather has been doing some fluctuation lately. One day it's clear and 75, the next it's 43 with a strong north wind. Personally, it wreaks havoc on my allergies/sinuses. Perfect timing, Allegra thought anyway, for their over-the counter version to come available. If you have used Allegra before or are interested in what it is, come on by and we will be more than happy to show you information regarding the product.

On another note, Heritage Pharmacy is the proud sponsor of a U6 soccer team this spring. The team's nickname is "The Ponies" (although I think they should have changed to "The Little Pills") and they are coached by Brian Gilles and Stephen Osterholt. Last fall, the Ponies had a great season and ended up getting second place in the tournament. This year, the kids got off to a great start by defeating a very tough Enforcers squad by the score of 1-0. Hope Stafford was credited with the score and was assisted by the entire team. If you have ever seen a U6 soccer game, you know what I mean.

Finally, Maria lost one pound last week while Jon lost 6. They are going to re-visit the doctor next week so hopefully they have been progressing according to his wishes.

That's all for today web-surfers. Keep checking back for any new updates or news or better yet, just stop on by Heritage Pharmacy at 1309 S Main Street in Kingfisher.

Travel Tips for Spring Breakers (or for those who are just getting away for awhile)

It's coming to that time of year again where the weather is getting nice and we start to feel that urge to get out and see something new.  Maybe a trip to Colorado for skiing is on your agenda.  Perhaps a week at the beach is in the cards for you.  Either way, your friendly neighborhood amigos here at Heritage Pharmacy would like to provide a few tips for those of you jet-setters out there.

• Schedule an appointment with your physician well in advance of your trip.
• Have necessary immunizations for your destination.
• Check insurance coverage for travel abroad.
• Have your insurance information cards and claim form with you.
• Obtain a letter from your physician regarding your health history, medications, allergies, and immunization records.
• Have an emergency release form.
• Complete the inside page of your passport with important identification and emergency contact information.
• Have an ample supply of medication in original, labeled containers. Do not use pill cases or other unlabeled containers.
• Carry along extra prescriptions, as well as a letter from your physician explaining your need for the drug, as some countries have strict laws regarding narcotics.
• Carry along the generic names of your medications as pharmaceutical companies overseas may use different names from those in the United States.
• If you wear eyeglasses, take an extra pair with you.
• As an extra precaution, pack extra eyeglasses and medication in carry-on luggage in case checked baggage is lost.
• Consider wearing a "medical alert" bracelet if you have allergies or reactions to medications, insect bites, certain foods, or other unique medical problems.
• Pack a travelers' first aid kit for on-the-road emergencies.
• Discuss with your physician how you will take medication as you cross time zones.
• Water purification tablets
• Pack epinephrine (EpiPen) if you have severe allergies
• Check with the American Embassy or Consulate to inquire about the types of medications allowed into the country you are visiting.
• Stop by Heritage Pharmacy and have us print out a profile of your medications just in case it would be needed if you are seen by a physician while on your trip. Or, if you haven't already, add our phone number to your contacts in your mobile phone (405) 375-6300.

As the Boy Scouts say, "Be Prepared" and one way for you to do so is to carry a travelers' First Aid Kit. The American College of Emergency Physicians (ACEP) and the Centers for Disease Control and Prevention (CDC) encourage travelers to pack a first-aid kit or a travel health kit so that common medical emergencies can be properly handled should they occur. Pack the following items in your carry-on bag and keep it with you at all times:

• acetaminophen, ibuprofen, and aspirin to relieve headaches, pain, fever, and simple sprains or strains
• antihistamines to relieve allergies and inflammation
• anti-nausea/motion sickness medication (You may also want to include medication for altitude sickness if traveling to high altitudes.)
• bandages of assorted sizes to cover minor cuts and scrapes
• bandage closures, such as butterfly bandages, to tape edges of minor cuts together
• triangular bandage to wrap injuries and make an arm sling
• elastic wraps to wrap wrist, ankle, knee, and elbow injuries
• gauze in rolls, as well as two-inch and four-inch pads to dress larger cuts and scrapes
• adhesive tape to keep gauze in place
• scissors with rounded tips to cut tape, gauze, or clothes, if necessary
• safety pins to fasten splints and bandages
• antiseptic wipes to disinfect wounds or clean hands, tweezers, scissors, or other utensils
• antibiotic ointment to prevent infection in cuts, scrapes, and burns
• hydrogen peroxide to clean and disinfect wounds
• disposable, instant-activating cold packs to cool injuries and burns, as well as for use in strains and sprains
• tweezers to remove small splinters, foreign objects, bee stingers, and ticks from the skin
• disposable rubber gloves to protect hands and reduce risk of infection when treating wounds
• thermometer to take temperatures in case of illness
• calamine lotion to relieve itching and irritation from insect bites and poison ivy
• hydrocortisone cream to relieve irritation from rashes
• sunscreen of SPF 15 or higher
• insect repellent (Those appropriate for use on children should contain no more than 10 to 15 percent DEET, and 30 to 50 percent DEET or up to 15 percent of picaridin for adults, as the chemical can cause harm when absorbed through the skin.)
• medicine for diarrhea (Talk to your physician about a prescription for an antibiotic you can take in case of diarrhea.)
• cough and cold medicines
• epinephrine auto-injector for severe allergies
• list of prescription medications and generic names
• water purification tablets

Be sure to follow the same precautions with the medicines in your first aid kit as you do with all medications, and use only as recommended by your physician. Make sure children cannot get into the first-aid bag - use child safety caps whenever possible. Check expiration dates and discard medication that is out-of-date. And, if someone has a life-threatening allergy, carry the appropriate medication with you at all times.

Of course, all these items and more are available for you at Heritage Pharmacy located at 1309 S. Main in Kingfisher.

Our First Post!

Welcome to Heritage Pharmacy's blog!  The purpose of this blog is to provide information about what is going on in the pharmacy, to share information happening in the community and to provide a forum in which you, our customers/patients/friends/supporters/etc can provide feedback or suggestions that are essential for us to provide the highest quality service available.

One thing I would like to make aware to everyone is our texting and e-mail services that we have available.  We have a number of customers that take advantage of both which lets them know that their prescriptions are available for pick up.  However, our pharmacist and technicians also carry cell phones with them that are available to receive both email and text.    For example, if you, dear reader, have a question or happen to remember while you are in a situation where you cannot speak on the phone- you can simply send us a text message or email to us so that we can have your prescription refilled or question answered in a prompt manner.  Our contact information is as follows:

Dennis Satchell, Pharmacist- (405) 368- 6805
Laynette Harrison, Technician- (405) 368- 4035
Jon Friesen, Technician/CAO- (405) 368- 6810
Email- heritagepharmacy@pldi.net

Also, please know that we have a fan page on Facebook and you can join by clicking here where you can keep up on various events as well as sharing us with your friends.

As most pharmacies are doing these days, we offer much more than just filling prescriptions and providing over the counter medications.  Currently we have jewelry on display by the LKF collection, frames by M3 Designs, and crosses made by Ginger Snaps Decor.

In the pharmacy itself, we are going to let you in on a contest that is going on between Jon and Maria Reyes.  They are both currently on the HCG Diet which started on February 2nd. To date, Maria has lost 22 pounds and Jon has lost 31 pounds.  If you are interested in learning more about the diet and how it works, please come in and ask us about it and we would be more than happy to tell you all about our experience.  By the way, Jon and Maria have a little bet as to who will lose more and let's just say that if you don't know Jon, suffice it to say that he is one competitive individual.

Don't forget that we offer free blood pressure checks as well as glucose level testing here at our "coffee table" where you can come in and read the local newspapers.  We hope to make Heritage Pharmacy your home for your medicinal needs and that you will visit this page often.