Obtrusive store managers and drunk a**holes

Apparently, no one has ever pointed out to the managers at the store I've been working in for almost a year, that store managers have no professional authority or judgement when it comes to pharmacy patient matters. It saddens me a bit, but I think I now know why the store managers and owner adore the pharmacy manager so much and claim to have such a "wonderful working relationship", as the DM told me. ie bend over and take it. Don't get me wrong... I enjoy working with my partner, however, I think he could be a tiny bit less submissive. I understand a bit more about how the customers got to be so disrespectful and belligerent. Every time there's a disagreement these fools get rewarded with gift cards. Nothing like rewarding bad behavior. I'm no psychologist, but I think its got something to do with positive reinforcement...

The other day, approximately 10am, a man returned to the counter to pick up his Xanax & Lortab at the agreed upon time. This guy smelled as if he'd just left a breakfast buffet of beer, whiskey, and gin. I did not know this, yet, though. The technician rang up the 2 RXs for cash price, and this idiot slides a Medicaid card across the counter. Now why wait until after the RXs are filled??!?!?! This is common, though, so I hardly waste any energy getting upset about idiots like this.

SO the Rxs are rebilled only to find, you'll never guess, that the RXs are too soon to refill! Surprise surprise surprise... The technician explains this and that is the moment this fella who smelled like a fraternity house with the cocky grin went ballistic and starts dropping the F-bomb. "This is Fing ridiculous!" A whole sad story of excuses as to "why he needs the medication right now and why he cannot possibly fill it here tomorrow or anywhere else" ensues. I, using my years of experience and professional judgement, hear my BS detector going off loudly.

I do try to call Medicaid's help desk, only to get the "its either a holiday or were just too busy, call back later" message... gotta love government work. I try to call the doctor and it just rings and rings.. weird. Meanwhile this belligerent, impolite drunk is babbling the entire time, giving me those weaselly excuses and explanations, with the occasional "this is ridiculous!" "I need it!" "I can't get it tomorrow." I guess when you're on medicaid you've got places to see, people to meet with. Very tight schedule you know. Medicaid patients on narcotics go on vacation more often than I do. There must be a AAA travel planning component to the entire public assistance program.

Anyways, I'm fed up with the disrespect and annoyed, so I give the RX back to him and say, "I'm not filling these, take them somewhere else tomorrow when you get to where you're going." Totally reasonable, right? To a normal, sober person, but not this guy.
He starts demanding to speak with the manager.

"Sorry he is off."

"Well, there has to be someone else here!"

"Yes, ME! I am in charge in his absence"

"NO I want a store manager!" and he storms off.

I think, yea whatever, and go back to my regularly scheduled program. Thinking these store managers will do what they did when I was at all my other stores, throw up their hands and say "you'll have to contact pharmacy services. Nothing we can do, they just rent the space". Oh how wrong I was...

Within moments some semi-retired woman, who's name I know not, comes and gives me the "get over here" finger gesture and says "I need to speak to you". I feel as though Ive just been called to the principals office. Basically she wants to know what happened, what did the guy do, why can't I just fill the RX early. I simply say, "I am the pharmacist and I am not filling his prescriptions." and walk away. I do not need to explain this to some woman with an associates degree. I do not have time for this retardedness.

Well, long story short, apparently, Ms. store manager did not like my reply and went to the store owner. The store owner??!?! Can you believe this?? Some guy who just owns the stores, does no actual work in the store, does not deal with customer service. Luckily or unluckily I was off the next day. They call the pharmacy manager into the manager's office for a conference call with the owner about the incident. Even though I left him a note about the incident he claims he knows nothing. Great! I wish I had been there to make my case. On the other hand, I do not need drama.

Store managers, if you're reading this, what I expect when a customer complains to you about me is this.
1. Tell him you're sorry he is upset, but the pharmacy is a separate entity from your store.
2. Hand him a card to call the customer service center.
3. Send him on his way.

What not to do.
1. DO NOT embolden the customer by coming to me and questioning me about my professional judgement and things you know nothing about. Ask me later if you're curious, but not in front of the belligerent drunk guy.
2. DO NOT ask me to fill an RX early on a medicaid card. You may not give a shit about my license, but I sure as shit do!
3. DO NOT do that finger 'come hither' movement. You are not my mom.
4. DO NOT go crying to the store owner. He has more important things to worry about, I am sure.

On a separate, happy note, I am out of that place in one week. Therefore, I see no reason to go making this point to those managers. I do not want to create bad blood between them and the current manager. If he likes things that way, fine... I'll be sure to leave him a bottle of lube as a parting gift when I say my goodbyes.