I have been thinking and rethinking this subject. I dread to even start writing about it because it spiders off into many different webs and I know it’s going to get long. Let’s first start with this clip that just so happened to be on The Talk while I was trying to think about how to go about writing this.
First of all, I know it’s very hard to say you’re sorry. It’s just one of those things that most of us hate to say. It’s hard to admit you’re wrong and it’s hard to admit when you’ve hurt someone. Does it matter to you “how” someone say’s they’re sorry? Is any old “sorry” good enough or like the women of The Talk said, should it should be heartfelt and should it pertain to what was “really” the issue? I know a lot of us like to “defend” ourselves and therefore it makes apologizing hard. Some people will say they’re sorry and then go on and on “explaining” why they did what they did and it almost makes the apology void by the time they’re done. You can tell when someone means it and when they don’t but just “think” they should say they’re sorry.
I’ve had a really hard time in the last 6-8 months with people telling me they’re sorry and not giving one iota about it and they’re only saying it because they think it’s the thing to say. It happened to me 3 times in local eateries that we frequent in a time span of 2 weeks. The Triple R in Kimball and The Waterfront in Annandale. Both very nice places to eat and spendy. They’re not black tie but they’re not coffee shops either.
Last summer my brother was coming out and wanted to go to the Triple R for supper and golf afterwards so I said sure. I’d been craving a Strawberry Daiquiri. I’d looked forward to having it all day. Not a big deal but still, I was looking forward to it. They were out of the mix. “Oops, sorry, we don’t have that.” First of all I really had to question the person doing the ordering. This is a tourist town. It was the middle of July. There is a liquor store right next door and this waitress acted like “oh well, not big deal. Have something else.” Well if I wanted something else, I wouldn’t have ordered what I did I’d have ordered the alternative first. That was what I looked forward to all day.
The same thing happened to us at The Waterfront. We’ve really had such lousy service the last year that we’ve pretty much quit going there because when you spend anywhere from $50-$75-$100, they better have what you order but twice they didn’t have what I wanted to drink OR to eat and then they act like you’re the jerk when you say “no beef medallions? Really??? Oh, I’ve looked forward to having them for a week.” *SIGH*
Now this last one was more severe and happened to me just last week. I thought I was going to go crazy. Paul takes a LOT of medications and I take 2. Mine are every two months so I’ve been able to sync them so I can order them all at the same time. With Paul there’s no way he can do that. Some are 30 days. Some every 60 and so on. So needless to say he, we, Toby, make a lot of trips to Aronson’s Pharmacy in Annadale. Don’t even ask me why we go there but we do. We have gone there for 40 years and God forbid we change anything!! Did you notice the sarcasm key was on for that last sentence??? They never have prescriptions ready. No matter how far ahead you order them. They don’t fill them until you’re there 90% of the time which leads to a LOT of waiting. Then they go through Annandale every night at 4:45 and are there when everyone else is stopping and I’d say once a week, they’re half an hour late. Toby is the one I feel the most sorry for since he’s out waiting in the car.
Okay! Sidetracked!!!! I ordered my last prescriptions 6 days early. So when I went to get them they’d be ready. Two days before I was out, I asked Paul to please stop and pick them up. He brings home only one and I asked him where was the Spiriva? That’s the one I only have one more of and NEED tomorrow. He said he didn’t know so I called the pharmacy. I got some ditz who told me that they had to call my doctor to okay the refill since it ran out in November and they just haven’t called yet. I asked “why haven’t you called him yet? I got my flu shot in October and knowing it ran out I asked my doctor what to do since I have to go see him in February and he said the pharmacy would call and he’d okay it. This is why I ordered these a WEEK AGO TODAY.” The woman said “I’m so sorry. I’ll send a fax right now but they aren’t there now so he’ll get it in the morning and they’d fill it “tomorrow.” I’m getting REALLY mad now. I told her ” I NEED THIS TOMORROW” so what are you suggesting I do? She said she’s have it filled in the morning and bring it to my house! Really? I said. Okay sounds good. She asked me if I’d be here in the morning and I told her I would be.
I waited and waited the next morning and finally I got a phone call at 11:30 and she told me she hasn’t heard back from my doctor yet. WHAT I said to her! I asked her if I should call or should I come in. I’m FURIOUS NOW. She said “no, I’ve called and left a very detailed message and we’ll bring your medicine to you as soon as we hear from him.” I asked her what if they didn’t hear back from him? Then what? I have NO MEDICATION!!!
I called my doctor myself despite what this woman said and there were people FLYING around. First of all, there had been NO phone calls and NO fax’s from the pharmacy. I then proceeded to tell my doctors nurse what had gone on and I need my medication. I’ve never not taken it and was really scared. She told me she’d call me right back. I also told her I wanted it sent to the Target in Buffalo. I’m done with this pharmacy. What kind of incompetence is this??? So in 20 minutes I had my medicine sitting at Target.
Then I get another phone call from the pharmacy in Annandale and guess what?? They’ve been calling my GP and not the doctor I see on a regular basis. I said “why would you be calling Dr. Smith when Dr. Meier is the doctor I see?” She said “I’m not really sure. We just looked in your file and saw Dr. Smith was your primary physician so we called him and that must have been what the hold up was! So Mrs Erickson, we are VERY SORRY but your prescription is here, should we bring it out???”
I really didn’t even know what to say. Now I have two of them which to buy them both would cost $500! So I said to this woman, “why would it matter who you had to call? I ordered this 7 days ago. ONE WEEK ago and this is what you’ve put me through?” I told her I was finished with them and would now be getting my medicine at a pharmacy who would fill it when I call and it would be ready for me when I came to pick it up. AND I said my husband will be in to pick it up! Have it READY!” They tripped all over Paul when he went to get it but he said to her “what good does “sorry” do when you don’t have your medication” and walked out.
What’s wrong with customer service? Why do people make you look like the jerk to be disappointed when you order something that’s on a menu and they just glibbly say “sorry, we’re out of that” and giggle and sit there looking at you to order something else! Or what happened to me with this medicine. Why do people say they’re sorry without one single part of them meaning it and what good is saying how sorry you are when you aren’t sorry at all and what good is the “sorry” you get? Does it fix anything or do you have to say it?
I think people say this way too much and think it excuses everything. I’m so sick of “I’m so sorry” and then you have to act like it’s all fine and good. Don’t people who own restaurants know that we look forward to coming to their establishment for a reason?Something they make, we really love. Why is it our fault when they’re out of something? Why do they expect us to order something that we really didn’t want and if we act disappointed, we’re the ass hole?
How do you guys handle stuff like this? Do you voice your concerns? Do you just order something else even though it’s not what you want? Do you just take not getting what you order or do you speak up? Paul was giddy that I lost my temper with the drug store. We’ve been waiting for years. Why don’t more people speak up???