Terry’s last post got us on a Customer (NO) Service line of thinking, so I might as well stay on course.
The photo is of my best friend, Boogie. He’s a 12-year old black (with a lot of gray, like me) lab and the best damn dog in the world. For years, from the time I got him, I worked from home and me and Boogie hung out together. He was my VP of Customer Relations. He thinks he is human, and sometimes I think he is.
Anyway, Boogie has slowed down a lot the last year or so. Had to quit walking 2 miles a day with me and the wife about a year and half ago. He was still making it a couple of blocks twice a day – morning and evening. He loves to walk. He had his annual checkup in October. We discussed his slowing down and how he seemed to be in a little pain. The Vet recommended Rimadyl. Rimadyl is a non-steroidal anti-inflammatory drug to help reduce pain. We tried it on Boogie and the difference in him was unbelievable. He is a new dog. The stuff worked on him. He’s back to walking about 1/4 mile in the morning and evening and he has his smile back. He is better!
Now his current Vet is his Vet by default. Boogie’s previous Vet was outstanding. Her name was Dr. Karen. He had her for many, many years. Due to highway construction, she lost her building. She opted to join a Vet practice outside Atlanta, where we live. We continued to go to her for a couple of years until last year, Dr. Karen opened another practice about 60 miles out of town – too far to drive for us. So we stayed with the practice she had joined. Now this Vet is OK but nothing like Dr. Karen. Boogie LOVED her – got excited when you said, “Let’s go see Dr. Karen.” He knew her name and he wanted to see her. How do they know? They just do.
Back to the Rimadyl. The new Vet OKs Boogie to stay on Rimadyl after some blood tests. We get the first prescription. The price floored us. About $2 a pill. Now, I don’t mind the $2 a pill if it makes Boogie feel better. But we checked with 1-800-PetMeds and found they had the same pills for about $1.10 a pill. So we tell the Vet. We would rather support your practice and buy the presription from you but your price on Rimadyl is a little high. The Vet won’t come off the price. So we ask for the prescription so we can send it to 1-800-PetMeds. The Vet did not like this request. But a buck is a buck, right?
We make an order on 1-800-PetMeds. They call the Vet to verify the prescription. The Vet tells PetMeds they don’t deal with PetMeds and hang up the phone. PetMeds contacts us and says we must fax them the hard copy prescription. We get the prescription from the Vet and fax it in. PetMeds calls the Vet again yesterday and they refuse to verify the prescription – stupidology. Now, we have to mail the hard copy prescription in so we can get the Rimadyl from 1-800-PetMeds. How stupid is this?
The Vet, Dr. Greedy, just lost a steady, paying customer. If she had offered the pills at a reasonable markup, I would have paid for the convenience and to support her practice. But double the price? No way. And the way they refused to assist PetMeds in filling our subscription – which they had given to us – is absolutely wrong.
I am a business person and totally understand how to run a profitable business. I understand markup. I understand a reasonable profit. I don’t understand ripping people off and not being helpful to long-term customers, or any customer, for that matter.
Dr. Greedy doesn’t get it – life ain’t brain surgery. Being nice to people and being cooperative will get you further than being mean and greedy. Good-bye, Dr. Greedy. Rot in hell!
Richard
Life Ain't Brain Surgery 