THIS IS THE LETTER I RECEIVED FROM MIKE KELLER IN RESPONSE TO THE STATUS I POSTED OVER THE WEEKEND CONCERNING WOODBURNS PHARMACY.... Sherry- I heard of your Facebook post over the weekend and read it this morning at work. First and most importantly, I am very sorry that you had a bad customer service experience at the pharmacy. I cant emphasize how sorry I am for this. While our business depends on giving good customer service, I believe above and beyond that a personal calling to help everyone who walks through our doors regardless of who they are or what their particular situation might be. It is the right thing to do. It is the Christian thing to do. I want my employees to provide this as well. While I have not yet had time to read all of the comments to your post, I did notice that someone said you should have called me, and I want to agree that I always welcome and appreciate feedback on customer satisfaction or lack thereof. We recently made some adjustments in response to another call I had. After reading and rereading your post, I told the employees who were working this morning that there had been a post on Facebook about customer service at the pharmacy. I said I did not know who was involved and I did not want to approach it from that angle. I said I would relay the incident, and then ask for suggestions of how to better handle the situation. Before I could finish, the girl who waited on you immediately said that she had been the one who waited on you. Her version of the story agreed with yours. However, she indicated that she had not meant to belittle or offend you, and would like to personally apologize to you. After that, we discussed how we could have better handled it. I reiterated that we must recognize that people who come in our doors often have other things on their minds. They may be experiencing less than desirable situations, and some are, in fact, quite sick or are taking care of people who are. This is the nature of our business, and we must be mindful of it. In closing, I want to offer my sincere apology. I am very sorry. Even though you had a bad experience, it is my desire to use this to reemphasize the importance of good customer service and raise it to a higher level. Mike Keller Woodburn Pharmacy THIS IS MY RESPONSE.... Dear Mike, When I posted the status, I had no idea it would get so much attention. I accept the ladys apology and hope we can all turn this into a positive, for all concerned. In no way did I want to get anyone in trouble. You are right though, many people come into the store feeling sick or in my case, overwhelmed by the circumstances facing them. It is nice to be greeted with a smiling face. Thank you so much for contacting me. With your permission Id like to post your letter that you sent to me so everyone could see that it was a misunderstanding and has been addressed. Thanks again and I look forward to continuing to do business in your store. Sherry Vinson
Posted on: Mon, 21 Apr 2014 18:05:36 +0000