Just recently the group R.E.M. announced that they were calling it enough. One of my favorite songs by them was "It's the End of the World As We Know It", mainly because it was fun to yell out LEONARD BERNSTEIN!! Still one of my favorite bands and definitely enjoyed the time I was able to spend with Michael Stipe and Mike Mills in Cincinnati.
Anyway, the Oklahoma State Employee and Educators Group Insurance Board (OSEEIG or Satan's Army) recently announced the changes to the health care plan offered to their members. One such change was requiring maintenance medications to be filled in 90-day supplies by mail order rather than at the local pharmacy. Now sure, they could get their meds at the local pharmacy but they would have to pay for half of the cost of the medication, rather than their usual co-pay for a 30-day supply. That's why I said required earlier, because it's a no brainer as to which to choose.
If this is allowed to happen, 1 out of every 5 retail pharmacies in Oklahoma will close. OSEEIG has over 700,000 members in the state. It will cost the state's economy over $75 million in revenue. Community pharmacies donate 350% more to local nonprofits such as schools, fire departments, police, parks and much more.
Now think about this, they are giving you a 90 day supply of MAINTENANCE medication. When you maintain something, you monitor it- you evaluate it. They call blood pressure and diabetic medications maintenance medications. So many things can change in a 3 month period that if you were having any problems or side effects from the meds, who do you call? I asked that very question to a member of Satan's Army and her response was that it was up to the prescribing physician to go over all side effects of the medication. Well, I pursued, what if the patient goes to many doctors and one physician prescribes something that causes severe interactions with another one of the patient's medications? The patient needs to know what they are taking said Sgt. Lucifer.
Folks, I'm here to tell you that even though I have been working with Mr. Satchell for over a year and read and conduct research on my own that I cannot tell you all the possible interactions or side effects of the medications I take, much less an elderly person who is taking many different meds.
Mail order can't provide service like a local pharmacy can. Mail order can't take you your medications on the day you ask for them like a local pharmacy can. Mail order can't correct mistakes (which happen more frequently in mail order companies than brick and mortar pharmacies) in a timely manner. Mail order doesn't know your history, or for lack of a better word, your HERITAGE like a local pharmacy does. Mail order can't possibly tell you about your families health history. Mail order can't open up at all hours of the night to fill an order that was forgotten for your 3 month old baby that can't breathe. Mail order can't tell you how a vitamin you have in your hand will interact with your blood pressure medicine, or how since you are diabetic you need to be careful with what cough medications you take.
So why, why, would Satan's Army choose to go with a mail order requirement?
Money
Oh, I failed to mention this. The mail order company? The very same company that sells the insurance plan. The insurance company tells Satan's Army that they can save so much in premiums by going with mail order. Although the members won't feel it because according to the insurance plan, other aspects of health care costs have skyrocketed. In actuality, those savings are lining the pockets of Satan's Army. Don't believe me? Well, this "deal" was made without required documentation that the program was completely vetted. Not one of the members of the board has any medical or pharmaceutical training or background. You be the judge.
As far as the world ending? This is just the first domino that is poised to topple the lines that are already treacherous to begin with.
How can we stop it?
Communication with your plan administrators, your representatives in Congress BOTH state and federal.
The best way is to keep your eyes open and think. With the strength and amount of drugs becoming available, you want to have someone knowledgeable about them at your disposal.
Not answering a phone in the Philipines.
Thursday, October 27, 2011
Tuesday, September 27, 2011
Trying to Save on Prescription Medications
This article was published recently and also discussed on Good Morning America today. Some of the things that people have been doing in an effort to save on their prescriptions is dangerous and could even be deadly.
We have implemented a system here called Medication Therapy Management (MTM) which is where you would sit down with Dennis and go over your prescriptions. He will explain to you all that the medication is expected to do for you and any possible side effects or interactions. From there, you can take the information paperwork to your doctor(s) and perhaps can find a plan that would not only assist in your health but also be a little easier on the pocket book.
The review takes 15 minutes at most and if you give us an idea of the time you would like to have an MTM visit with Dennis, we can have everything ready to go for you.
We have implemented a system here called Medication Therapy Management (MTM) which is where you would sit down with Dennis and go over your prescriptions. He will explain to you all that the medication is expected to do for you and any possible side effects or interactions. From there, you can take the information paperwork to your doctor(s) and perhaps can find a plan that would not only assist in your health but also be a little easier on the pocket book.
The review takes 15 minutes at most and if you give us an idea of the time you would like to have an MTM visit with Dennis, we can have everything ready to go for you.
Wednesday, August 17, 2011
Vending Machines and Pharmacies
While reading a trade publication recently, I read about a drugstore chain in New York City was about to open its largest store on Wall Street. According to the New York Times blog it is "the most exciting drugstore in the world." It features a grocery market, smothie bar, a hair salon for shampoos, blow-dries, and blowouts, a nail bar for manicures and massages, and - get this - a sushi bar!
Now, I for one, would love to see good sushi bars in just about all the places I go, but maybe not a pharmacy. It's scary enough to see them in malls, but maybe that's just me. If you notice though in most new stores being built, they carry more than one line of products. Wal-Mart, as an example, has a pharmacy as well as in some stores a McDonalds, bank, hair care, and even clinics! One stop for all of your needs is their goal which I suppose they have done so in certain respects.
Now though, in some clinics, there are vending machines that dispense prescription drugs. This, in my opinion, is pretty scary. While it can be argued that a pharmacist is an old-fashioned type of a vending machine, how many vending machines can give advice on what you are taking or what type of side effects can be expected from the medication.
The company that owns the vending machines defend its use as a time-saving mechanism. We here at Heritage Pharmacy do our best to make sure you are not having to endure long waits and have taken measures to avoid such instances. But tell me, how can a vending machine provide potentially life threatening advice on your medications?
There is no substitute for face-to-face consultations when dispensing medication and the focus should be on you the person, not yellowfin sashimi.
Now, I for one, would love to see good sushi bars in just about all the places I go, but maybe not a pharmacy. It's scary enough to see them in malls, but maybe that's just me. If you notice though in most new stores being built, they carry more than one line of products. Wal-Mart, as an example, has a pharmacy as well as in some stores a McDonalds, bank, hair care, and even clinics! One stop for all of your needs is their goal which I suppose they have done so in certain respects.
Now though, in some clinics, there are vending machines that dispense prescription drugs. This, in my opinion, is pretty scary. While it can be argued that a pharmacist is an old-fashioned type of a vending machine, how many vending machines can give advice on what you are taking or what type of side effects can be expected from the medication.
The company that owns the vending machines defend its use as a time-saving mechanism. We here at Heritage Pharmacy do our best to make sure you are not having to endure long waits and have taken measures to avoid such instances. But tell me, how can a vending machine provide potentially life threatening advice on your medications?
There is no substitute for face-to-face consultations when dispensing medication and the focus should be on you the person, not yellowfin sashimi.
Monday, August 1, 2011
Rise Up!
The Beatles had a hit song "Revolution", if you haven't heard it- stop now and go listen to it. iTunes has the Beatle catalog finally so it shouldn't be too hard to find. This is a very appropriate song for this blog post dear reader, because I for one, am ready to start a big one.
It has to do with insurance companies and all the little hoops we all have to jump through in order for them to do what they are supposed to do.
In its early years, insurance was a wonderful thing. It created a large pool of funds and paid out the claims when one of the members had an occurrence. Since then, it has become an enormous beast that has more legal mumbo jumbo than Harvard's School of Law.
Here are just a few examples of some of the things some insurance companies do to their members:
"Well," they say, "you can have your doctor fill out a prior authorization form and we will take a look at it and see if you really need it."
It's almost criminal in my opinion. The sad thing is that I was one of those people who sold the policies. I went through all the things that the policies did for people, but never did I talk to them about what it didn't cover. Hindsight being 20/20, I should have given both sides of the coin and let the customer make their own decision. Of course, if the people I worked for at the time heard me doing so, I probably wouldn't have worked there much longer, but at least my conscience would be clear.
Because of my experience with insurance, I generally take it upon myself to contact the companies to see exactly what I can do for our patients when co-pays don't look right or medications aren't covered. Believe me when I say that I fight, I fight hard for our patients- so much so that I find myself having to walk around the building a few times to cool myself off.
One of the problems is that when we call in, we are talking to people in Bangladesh, Phillipines, or some other exotic location- a few though are in the United States but this problem doesn't have anything to do with the nationality of the people. The problem is that the companies are too big. Too many people that are really doing nothing but what the computer screen tells them for 8 hours a day and a paycheck. They can care less if Joe Blow here in Kingfisher gets their medicine, much less if they are paying too much. So in a nutshell, problem number one is no accountability for the insurance companies.
Problem number two is that there are too many plans with various exclusions. In my opinion, if you have prescription coverage, it should cover all drugs for as long as the physician prescribes for you. No more of this crap (pardon my language but I am censoring myself quite a bit here) of saying that a drug isn't on a plan or the plan recommends using another drug. THAT'S NOT THEIR BUSINESS, THAT IS BETWEEN THE PHYSICIAN AND THE PATIENT!!
Problem number three is no consistency with their plans. One company can offer hundreds of plans, all with their own little bells and whistles. Forget that-one company means one plan.
This is the core problem with health care people, forget the whole "Obama-care" aspect, the problem is with the insurance companies. They have huge lobbying budgets that sway our legislators votes. Just look at the mess we have gone through with the budget, our government wasn't looking out for the common people- they were making sure they didn't upset their pet projects/donors.
We need a revolution, and the best way we can revolt is with our power and right to vote. Contact your leaders and let them know about your situation, organize a group of people to make phone calls, send letters, emails, tweets, anything you can think of to the people that make decisions about the type of medical coverage you have available.
We can do it, it won't be today, and maybe not tomorrow- but it can be done. Do it for our kids, grandkids and so on. Teach them how our government works or at least how it should work.
Power to the people!
It has to do with insurance companies and all the little hoops we all have to jump through in order for them to do what they are supposed to do.
In its early years, insurance was a wonderful thing. It created a large pool of funds and paid out the claims when one of the members had an occurrence. Since then, it has become an enormous beast that has more legal mumbo jumbo than Harvard's School of Law.
Here are just a few examples of some of the things some insurance companies do to their members:
- Spring a deductible on brand name medications even though there is not a generic available.
- Require a member to use mail order rather than the pharmacy after two prescriptions have been filled.
- Change tiers of medications on a certain date, but begin charging higher co-pays weeks before the tier change date.
- Require prior authorizations from the doctor on the day supply available based on the drug.
"Well," they say, "you can have your doctor fill out a prior authorization form and we will take a look at it and see if you really need it."
It's almost criminal in my opinion. The sad thing is that I was one of those people who sold the policies. I went through all the things that the policies did for people, but never did I talk to them about what it didn't cover. Hindsight being 20/20, I should have given both sides of the coin and let the customer make their own decision. Of course, if the people I worked for at the time heard me doing so, I probably wouldn't have worked there much longer, but at least my conscience would be clear.
Because of my experience with insurance, I generally take it upon myself to contact the companies to see exactly what I can do for our patients when co-pays don't look right or medications aren't covered. Believe me when I say that I fight, I fight hard for our patients- so much so that I find myself having to walk around the building a few times to cool myself off.
One of the problems is that when we call in, we are talking to people in Bangladesh, Phillipines, or some other exotic location- a few though are in the United States but this problem doesn't have anything to do with the nationality of the people. The problem is that the companies are too big. Too many people that are really doing nothing but what the computer screen tells them for 8 hours a day and a paycheck. They can care less if Joe Blow here in Kingfisher gets their medicine, much less if they are paying too much. So in a nutshell, problem number one is no accountability for the insurance companies.
Problem number two is that there are too many plans with various exclusions. In my opinion, if you have prescription coverage, it should cover all drugs for as long as the physician prescribes for you. No more of this crap (pardon my language but I am censoring myself quite a bit here) of saying that a drug isn't on a plan or the plan recommends using another drug. THAT'S NOT THEIR BUSINESS, THAT IS BETWEEN THE PHYSICIAN AND THE PATIENT!!
Problem number three is no consistency with their plans. One company can offer hundreds of plans, all with their own little bells and whistles. Forget that-one company means one plan.
This is the core problem with health care people, forget the whole "Obama-care" aspect, the problem is with the insurance companies. They have huge lobbying budgets that sway our legislators votes. Just look at the mess we have gone through with the budget, our government wasn't looking out for the common people- they were making sure they didn't upset their pet projects/donors.
We need a revolution, and the best way we can revolt is with our power and right to vote. Contact your leaders and let them know about your situation, organize a group of people to make phone calls, send letters, emails, tweets, anything you can think of to the people that make decisions about the type of medical coverage you have available.
We can do it, it won't be today, and maybe not tomorrow- but it can be done. Do it for our kids, grandkids and so on. Teach them how our government works or at least how it should work.
Power to the people!
Thursday, May 26, 2011
Little Things.....
"Show me a man who cannot bother to do little things and I'll show you a man who cannot be trusted to do big things."
-- Lawrence Bell
Sometimes people say that it's the little things in life that matter most. I'm sure we can all think of examples of that, be it the way a toddler's hand fits around your pinkie finger or the smell of freshly cut grass and so on that gives us fond memories of days ago.
Little things can mean a lot in the retail world as well. Have you ever been at a store and asked someone where a particular item was and they just point in the general direction and say "it's over there." Couldn't that person have taken the little bit of time and walked you to the location and made sure that you found what you are looking for? Just a little thing, but it means a lot.
I know personally that I received the best customer service ever at one of the most unexpected places ever- the Oklahoma Tax Commission, yeah blew me away too.
Another aspect of "little things" are the ones we start learning from day one in our lives that help us prepare for the future. Think about going through kindergarten, we learn letters, numbers, colors and why? Most of us already knew them before going into the class anyway. But, what it also taught us was how to behave and interact in different situations as well as laying the foundation for the next grade where we would learn how to put letters together to make words and how numbers can be used for various equations and applications.
Sports are the same way. The little things like putting your pinkies together when catching a baseball below your belly button or stepping to your target when you throw all lead to more advanced instruction later.
Some of the little things in the pharmacy that we strive to pay close attention to are obvious- the right drug, the right directions and doctor. But there are a few more little things that we provide that we are proud of as well.
One would be dealing with insurance companies. Whether there is an issue with a prior authorization or day supply, we do all that we can to make sure you are getting the medication and care you deserve.
An example of another way we deal with insurance companies happened just the other day. One of our patients had recently changed jobs, he had new insurance but didn't have the card with him. Because of our experience, we were able to locate that person's insurance information and had his prescription ready to go without having the person having to wait while the new information was put into our system.
Perhaps its when a patient calls about some possible side effects of a medication, its not unusual for us to print out a sheet describing the medication, showing its purpose and then explaining what they might feel after taking said medication. Then, the next day, following up with that person to see if they are feeling any better or if there were any problems.
Why do we do this? Good business practices? Maybe. Because we care? Definitely. Either way that question is answered it can be best defined as making you the patient our number one priority. Please note that we, of all people, know how various medications can interact with individuals and want to be sure that their needs for those medications are working. The key word there is individuals, you are not a statistic but rather a person that has your own body chemistry and ability to tolerate various medications and combinations thereof. While we are not able to tell you immediately what the medicine will do for you, we will be able to provide information that can let you know what to expect. Not only does it make our job much easier, but also helps you-the patient- get the best value for your time and money. Let's face it, we all have busy lives and don't really want to spend it in doctor's offices or pharmacies.
That being said, we strive to provide the highest possible service and value to our patients so that they can get the most of the medication their doctor has prescribed for them and you can get on with your own life feeling as well as possible.
So the next time you are in a store, ask around and see if you feel you are being taken care of, then come on by Heritage Pharmacy and experience the difference.
-- Lawrence Bell
Sometimes people say that it's the little things in life that matter most. I'm sure we can all think of examples of that, be it the way a toddler's hand fits around your pinkie finger or the smell of freshly cut grass and so on that gives us fond memories of days ago.
Little things can mean a lot in the retail world as well. Have you ever been at a store and asked someone where a particular item was and they just point in the general direction and say "it's over there." Couldn't that person have taken the little bit of time and walked you to the location and made sure that you found what you are looking for? Just a little thing, but it means a lot.
I know personally that I received the best customer service ever at one of the most unexpected places ever- the Oklahoma Tax Commission, yeah blew me away too.
Another aspect of "little things" are the ones we start learning from day one in our lives that help us prepare for the future. Think about going through kindergarten, we learn letters, numbers, colors and why? Most of us already knew them before going into the class anyway. But, what it also taught us was how to behave and interact in different situations as well as laying the foundation for the next grade where we would learn how to put letters together to make words and how numbers can be used for various equations and applications.
Sports are the same way. The little things like putting your pinkies together when catching a baseball below your belly button or stepping to your target when you throw all lead to more advanced instruction later.
Some of the little things in the pharmacy that we strive to pay close attention to are obvious- the right drug, the right directions and doctor. But there are a few more little things that we provide that we are proud of as well.
One would be dealing with insurance companies. Whether there is an issue with a prior authorization or day supply, we do all that we can to make sure you are getting the medication and care you deserve.
An example of another way we deal with insurance companies happened just the other day. One of our patients had recently changed jobs, he had new insurance but didn't have the card with him. Because of our experience, we were able to locate that person's insurance information and had his prescription ready to go without having the person having to wait while the new information was put into our system.
Perhaps its when a patient calls about some possible side effects of a medication, its not unusual for us to print out a sheet describing the medication, showing its purpose and then explaining what they might feel after taking said medication. Then, the next day, following up with that person to see if they are feeling any better or if there were any problems.
Why do we do this? Good business practices? Maybe. Because we care? Definitely. Either way that question is answered it can be best defined as making you the patient our number one priority. Please note that we, of all people, know how various medications can interact with individuals and want to be sure that their needs for those medications are working. The key word there is individuals, you are not a statistic but rather a person that has your own body chemistry and ability to tolerate various medications and combinations thereof. While we are not able to tell you immediately what the medicine will do for you, we will be able to provide information that can let you know what to expect. Not only does it make our job much easier, but also helps you-the patient- get the best value for your time and money. Let's face it, we all have busy lives and don't really want to spend it in doctor's offices or pharmacies.
That being said, we strive to provide the highest possible service and value to our patients so that they can get the most of the medication their doctor has prescribed for them and you can get on with your own life feeling as well as possible.
So the next time you are in a store, ask around and see if you feel you are being taken care of, then come on by Heritage Pharmacy and experience the difference.
Friday, May 6, 2011
Organic vs. Conventional, Brand vs. Generic and other things
Ahh, spring is here. Birds are singing, days are warmer, flowers blooming, baseball season opening up and so on and so on. Many people are starting or already have started their own vegetable gardens to enjoy produce grown by themselves. For those who don't have a garden but still want to enjoy fresh and delicious vegetables, they sometimes find themselves in a quandry in deciding between organic vs. conventional at the local supermarket. Both sides make valid arguments, personally it doesn't matter to me, just as long as it is fresh. I can tell a difference in how I feel personally when I eat whole foods as opposed to processed. I feel better, have much more energy and seem to not have too many aches and pains.
Sometimes though, we don't get enough of the necessary vitamins and minerals. For that, there are supplements that are available. Here at Heritage Pharmacy, we carry a wide selection of supplements ranging from the various B vitamins to Omega-3's, glucosamine, zinc, etc. and if we don't have specifically what you are looking for, we will do our absolute best to have it in for you on the next business day if possible. Plus, Heritage Pharmacy has a wealth of information in the form of Dennis Satchell. He is able to answer almost any questions regarding supplements and how they may interact with any prescription medication you may be taking at the time.
On some occasions, customers will ask the difference between name brand and generic drugs , thinking that one might be better for them than the other. The answer that we provide is that all brand drugs have a generic name, but a generic option may not be available at this time due to patent rights or just decisions made by the manufacturer. As far as whether one is better than the other, the generic drug has the exact same ingredients as the brand name and it is up to you as to which option you prefer. More often than not, the generic version is less expensive than the brand name, but the final decision is ultimately up to you. Depending on your body chemistry, you may metabolize certain brands or types differently than others, which is one reason why it is important to have a knowledgable pharmacist and physician who you are comfortable dealing with for advice on your medication.
On another note, May 6-12 is National Nurses Week. If you are a nurse, thankyouthankyouthankyouthankyou for all that you do. If you aren't, thank the nurse you know. Speaking from experience with the ones we have around here, they are all dedicated, hard working people who want to make sure that you get the best care possible. Once again nurses, THANK YOU!!
Finally, the U6 Little Ponies (aka Little Pills) sponsored by Heritage Pharmacy finished another successful season. They ran into last year's championship team in the quarterfinals of the tournament and put up a valliant effort against a very good team. All of the kids did a great job this year and the coaching staff of Brian Gilles and Stephen Osterholt did a superb job of not only teaching the kids the game of soccer, but also making it fun for them as well.
So now it is time to bid adieu, and thank you dear reader, for reading our latest entry to the internet. We hope that you find these tidbits informative and somewhat enjoyable. If you have any questions at all, please do not ever hesitate to give us a call at (405) 375-6300 or shoot us a message on Facebook or email at heritagepharmacy@pldi.net We also would like to thank you for your support in our effort to provide quality service from people you know and ask that if you have any friends or family that have not paid a visit to us here at the "pharm", to let them know that our doors are always open from 7:30 am- 9:30 pm Monday-Saturday and from 9-6 on Sunday.
Thanks again and we hope to see you again soon.
Sometimes though, we don't get enough of the necessary vitamins and minerals. For that, there are supplements that are available. Here at Heritage Pharmacy, we carry a wide selection of supplements ranging from the various B vitamins to Omega-3's, glucosamine, zinc, etc. and if we don't have specifically what you are looking for, we will do our absolute best to have it in for you on the next business day if possible. Plus, Heritage Pharmacy has a wealth of information in the form of Dennis Satchell. He is able to answer almost any questions regarding supplements and how they may interact with any prescription medication you may be taking at the time.
On some occasions, customers will ask the difference between name brand and generic drugs , thinking that one might be better for them than the other. The answer that we provide is that all brand drugs have a generic name, but a generic option may not be available at this time due to patent rights or just decisions made by the manufacturer. As far as whether one is better than the other, the generic drug has the exact same ingredients as the brand name and it is up to you as to which option you prefer. More often than not, the generic version is less expensive than the brand name, but the final decision is ultimately up to you. Depending on your body chemistry, you may metabolize certain brands or types differently than others, which is one reason why it is important to have a knowledgable pharmacist and physician who you are comfortable dealing with for advice on your medication.
On another note, May 6-12 is National Nurses Week. If you are a nurse, thankyouthankyouthankyouthankyou for all that you do. If you aren't, thank the nurse you know. Speaking from experience with the ones we have around here, they are all dedicated, hard working people who want to make sure that you get the best care possible. Once again nurses, THANK YOU!!
Finally, the U6 Little Ponies (aka Little Pills) sponsored by Heritage Pharmacy finished another successful season. They ran into last year's championship team in the quarterfinals of the tournament and put up a valliant effort against a very good team. All of the kids did a great job this year and the coaching staff of Brian Gilles and Stephen Osterholt did a superb job of not only teaching the kids the game of soccer, but also making it fun for them as well.
So now it is time to bid adieu, and thank you dear reader, for reading our latest entry to the internet. We hope that you find these tidbits informative and somewhat enjoyable. If you have any questions at all, please do not ever hesitate to give us a call at (405) 375-6300 or shoot us a message on Facebook or email at heritagepharmacy@pldi.net We also would like to thank you for your support in our effort to provide quality service from people you know and ask that if you have any friends or family that have not paid a visit to us here at the "pharm", to let them know that our doors are always open from 7:30 am- 9:30 pm Monday-Saturday and from 9-6 on Sunday.
Thanks again and we hope to see you again soon.
Thursday, March 24, 2011
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.
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.
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