Typical Corporate gobley gook
I know, not a meme but should be. This email from corporate is sent out just after the request for every rx department to cut hours.
Doesn’t matter how busy you are, doesn’t matter that you’re headed into cough/cold/flu season. Arguably the busiest season all year. It is so busy no one can get winter leave because we’re short staffed.
But please make sure you do everything you can to kiss the members ass. Oh, they aren’t members? Kiss the ass anyway.
Patient yells, swears and threatens you? That’s ok have someone else talk to them.
The place is going downhill fast.
“Thank you all for your hard work and dedication to our members each and every day. During our recent location walks and review of member feedback, we continue to see wonderful examples of compassionate care, efficiency, and exceptional service across our Northern Division pharmacies. Your commitment during this busy season makes a huge difference.
As we prepare for increased patient volume during the peak of this season, we want to address a few key areas where we have an opportunity to elevate our service standards and ensure a positive experience for every patient. Per page 91 of the 2025 Employee Agreement regarding Member Service standards, our primary duty is to treat our members in a friendly, courteous, respectful, and expeditious manner. These are the most common areas of opportunity we are seeing recently:
Employee Attitudes & Greetings: First impressions are key. Cashiers, In-Window Technicians, and Counseling Pharmacists are the greeters for our departments. Please ensure team members make eye contact, offer a warm smile, and sincerely greet each member using their name and position. Phone calls must follow standard etiquette—answering promptly, using full greetings, asking before placing callers on hold, and thanking every member.
Line Management: We must actively manage both Pay Ahead and non-Pay Aheadlines to maintain our "2's a crowd" standard. When a second member joins either line, immediately call for assistance to open additional registers or step in to facilitate. Pay Ahead lines must be staffed at all times. Pharmacists should keep a watchful eye on waiting areas and step up to assist whenever backups begin to form.
Proactive Communication: Given our high volume of vaccinations and prescriptions, clear communication is essential. Clearly inform patients where to wait for vaccine appointments and check in with those in the waiting area. If a prescription promise time will be exceeded, ensure patients are contacted immediately. When members seem unsure or are lingering, proactively approach them to offer assistance.
Please take the time to review these expectations with your teams as soon as possible. Thank you for leading by example and showcasing the very best of Costco Pharmacy!”