CVS East Greenwich, RI: Dumb-Ass Stupid Management

CVS pharmacy, 507 Main St., East Greenwich, RI: Rudest clerks I’ve ever encountered. After I commented that she hadn’t said “please” or “thank you” after barking six orders at me (birth date? slide card, sign, hit button, then “here you go” after transaction, pushing bag at me), she said, “Why would I say ‘thank you?'” I said, “For my business.” She screamed, sarcastically, “Oh, thank you!”

Who hires these people with zero personality? Who manages them? What makes them so indifferent to customers? CVS/Caremark is the 12th largest firm in the Fortune 500, the CEO makes zillions and it has a near-monopoly. I can tolerate long waits, and high prices, and great care over prescriptions, and frustration over dopey insurance policies, but I can’t tolerate an organization that doesn’t respect its customers and tolerates lackluster, aggressively rude employees.

Hey, CEO Larry Merlo, are you at all interested in the outrageous rudeness of some of your people? She’s not the only one at your counters who acts this way in that same store. Or are we all just cattle to you while you count your money?


4 thoughts on “CVS East Greenwich, RI: Dumb-Ass Stupid Management

  1. CVS supervisor of pharmacy operation contacted me yesterday, apologized profusely, and said he would personally meet with people involved and correct attitudes. I told him the only way to correct the woman involved was to fire her. Let’s see what happens. Customer service rep also called to apologize.

  2. It’s hard to understand where the delusion comes from which does not allow managers to grasp the notion that some people are not cut out for dealing with other people in a service role. They can’t be ‘re-trained’ or indoctrinated or coached to be warm, caring individuals who truly get service. Managers either hire great service talent or they don’t. And when they don’t, it’s not the employees fault.

  3. I would agree that it’s a management responsibility, but I also have trouble with any employee who refuses to do a job he or she is capable (skills) of doing but chooses not to (attitude).

    • Agreed which is the trouble that sets all the other trouble in motion. But great service leaders can/should discern the difference and thereby hire for attitude and train for skills.

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