Walgreens becoming robotic and stale=...

Walgreens becoming robotic and stale=not good

Posted in the Walgreens Forum

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James

Manchester, NH

#1 Nov 21, 2012
Flu shots, balance rewards, suggested sells, PSC, medicare part d...rather than a friendly ring out with customers, it is now becoming a used car salesman like environment. You want this car? You want this insurance? What about the warranty? Except, the customer is not in the store to even buy a car. I don't see how these annoyances will encourage customer appreciation and LOYALTY, but what do I know.

Since: Aug 11

Location hidden

#2 Nov 21, 2012
"Thank you for calling Walgreens, where we give flu shots all day, every day, this is _______ how can I help?"

We have to say those words every time we pick up the phone, so does the rest of the district.

I've had customers hang up midsentence and call right back, you can hear their huffing and their puffing and their sighing until they wait for you to finish.

I've had one talk over me saying "I'm not going to wait for you to finish" and slam the phone down on me.

I've even had one go "la-la-la-la-la-la-la-la! !!" until I stopped talking.

Its been hell.

Since: Mar 12

Location hidden

#3 Nov 21, 2012
Hammer fell on the having to say "thank you be well" to every customer in person and on the phone. Management is dead serious. I can tell that hell has come to our pharmacy by the way people sprint out the door when their shift is over.

Since: Feb 12

Location hidden

#4 Nov 21, 2012
Im dead serious too.....and i refuse to say it.....happier customers because of it!

Since: Aug 11

Location hidden

#5 Nov 21, 2012
I've no issue with the "Be well" crap, I use it to distract customers when they're bitching at me.

Not a single customer has given me any issues.
Roles

Chicago, IL

#6 Nov 21, 2012
We all have different gifts. Some of us could spout out any kind of corporate dogma without a problem because we have backround in sales.
Some can not or do not feel comfortable doing this.
There is a point where corporate has to take this into account.
Some customers get upset when they are being told to "be well".
It is hard to overcome the objection they may raise that the very phrase implies they are unwell.

A study on customer feedback would be impossible.
Most customers don't give feedback on the survey.

They simply vote with their feet.

Why can't Wasson figure this out?
James

Manchester, NH

#7 Nov 21, 2012
Roles wrote:
We all have different gifts. Some of us could spout out any kind of corporate dogma without a problem because we have backround in sales.
Some can not or do not feel comfortable doing this.
There is a point where corporate has to take this into account.
Some customers get upset when they are being told to "be well".
It is hard to overcome the objection they may raise that the very phrase implies they are unwell.
A study on customer feedback would be impossible.
Most customers don't give feedback on the survey.
They simply vote with their feet.
Why can't Wasson figure this out?
I think most workers at walgreens cannot and will not do this. You don't get good sales people with 8 dollars an hour and bad incentives. Secondly, I am more worried about turning off customers from coming back to the stores. I just think upper level management at WAG is ludicrous and the whole 'wellness' direction is odd to say the least. If you want to promote wellness first stop pushing candy on customers as suggested sells :)

Since: Nov 12

Location hidden

#8 Nov 21, 2012
Frankly, I think this is much ado about nothing. At my last store, in the ghetto, where you can barely get employees to show up for work- these little "talking points" weren't something the employees would do. But my DM didn't bother me about them either. At my current store, the staff has no problem with these things.

I don't think 99.5% of the customers care about this stuff anyway. Studies show that suggestive sell works (for getting extra sales) and that's why many companies are doing it. Our customer service delight is going up, so apparently customers ARE voting with their feet...voting to come back.

Stuff like this is the way of the world now with the economy the way it is. And since America voted for 4 more years of the same, expect it to continue.

Since: Nov 12

Location hidden

#9 Nov 22, 2012
disgovernment wrote:
Our customer service delight is going up, so apparently customers ARE voting with their feet...voting to come back.
Is customer service delight sort of light sunny delight? I am not familiar with that drink. In any case, if you want to see where customers are 'voting' look at revenue and the stock price and overall market sentiment when it comes to walgreens. Do you think these parameters are doing well?

“The Papers said I was Truant”

Since: Nov 11

Location hidden

#10 Nov 22, 2012
Voting with their feet means they're coming back (into the stores).

CS delight scores going up is related to the surveys.

There's no way we'd be able to monitor customer returns through the security cams on a face-by-face basis, man.

As far as who was voted into (continued) office, here's a quote from Terry Pratchett's Discworld series, from the book "Small Gods." I hope you find it useful.

“The Ephebians believed that every man should have the vote (provided that he wasn't poor, foreign, nor disqualified by reason of being mad, frivolous, or a woman). Every five years someone was elected to be Tyrant, provided he could prove that he was honest, intelligent, sensible, and trustworthy. Immediately after he was elected, of course, it was obvious to everyone that he was a criminal madman and totally out of touch with the view of the ordinary philosopher in the street looking for a towel. And then five years later they elected another one just like him, and really it was amazing how intelligent people kept on making the same mistakes.”

Since: Nov 12

Location hidden

#11 Nov 22, 2012
Things like revenue and stock price fluctuate over time for any company. They are not a specific reflection of customer satisfaction. I've been reading predictions of this company's demise, due to poor service, on various message boards for over 10+ years. Life goes on and I'm still getting paid. Don't confuse your own job dissatisfaction with customer's satisfaction. If customerss are so dissastisfied, what is your proof of this? Just your feelings? The ESI situation is the only thing I'm aware of that caused significant customer loss and we will regain those customers in time.

LOL, the story of the Ephebians huh? What's the moral of the story? Is it a call for anarchy? Is the point that nothing changes no matter who is in office? Is it a lengthy way of saying: "Power corrupts and absolute power corrupts absolutely."
I tend to agree. One things for sure, as long as America keeps voting for one of the two big parties, things are not likely to change significantly. Regardless, economically, I generally find the Republicans to be (slightly) the lesser of two evils. A vote for Obama was like saying: "Give us 4 more years of bad news!"

Since: Nov 12

Location hidden

#12 Nov 22, 2012
disgovernment wrote:
Things like revenue and stock price fluctuate over time for any company. They are not a specific reflection of customer satisfaction. I've been reading predictions of this company's demise, due to poor service, on various message boards for over 10+ years. Life goes on and I'm still getting paid. Don't confuse your own job dissatisfaction with customer's satisfaction. If customerss are so dissastisfied, what is your proof of this? Just your feelings? The ESI situation is the only thing I'm aware of that caused significant customer loss and we will regain those customers in time.
I am not dissatisfied so much as dissatisfied with the current direction of the company. Your reasoning is Walgreen's problem, trusting some ambiguous surveys over revenue/profit which is why Walgreens stock price is challenged and in comparison to CVS, is not as favored when fear comes into the market.

Since: Nov 12

Location hidden

#13 Nov 22, 2012
I won't knock CVS, they are a well run company, and they have been doing well (stock price) versus us for last 9-10 years. But that has little to do with customer satisfaction. In fact, most national 3rd party surveys put our two companies as virtually identical in customer service.

Companies fluctuate over time. Unless most stock market analysts are predicting doom for a company, there probably isn't much to worry about for the near term. And, though I haven't searched, I'm sure there are 500 message boards out there with CVS employees groaning and complaining about how CVS is doomed to fail soon.

Since: Jul 12

Location hidden

#14 Nov 23, 2012
The mandatory displays kill sales more than anything else IMHO.

Balance rewards was initially a killer too. Time will tell if stores make it back up.
Wife

Metairie, LA

#15 Nov 23, 2012
joeybutterfucco wrote:
Im dead serious too.....and i refuse to say it.....happier customers because of it!
Seems everyone in all of the South Louisiana stores think like you since I have never been told to "be well" or offered a candy bar or even told "hi." I like it that way. When I walk in a Walgreens or any store, I want to get what I need fast and get out. I had a student bug me about a flu shot at one store and said my husband can do that as well, but there is no way I will voluntarily let him or anyone else give me a shot for the hell of it. I'd rather have the flu.

Since: Feb 12

Location hidden

#16 Nov 23, 2012
Wife wrote:
<quoted text>
Seems everyone in all of the South Louisiana stores think like you since I have never been told to "be well" or offered a candy bar or even told "hi." I like it that way. When I walk in a Walgreens or any store, I want to get what I need fast and get out. I had a student bug me about a flu shot at one store and said my husband can do that as well, but there is no way I will voluntarily let him or anyone else give me a shot for the hell of it. I'd rather have the flu.
Well said!
disgovt

Delaware, OH

#17 Nov 23, 2012
Wife wrote:
<quoted text>
Seems everyone in all of the South Louisiana stores think like you since I have never been told to "be well" or offered a candy bar or even told "hi." I like it that way. When I walk in a Walgreens or any store, I want to get what I need fast and get out. I had a student bug me about a flu shot at one store and said my husband can do that as well, but there is no way I will voluntarily let him or anyone else give me a shot for the hell of it. I'd rather have the flu.
uhhh...the flu shot is for your health. Not for the "hell of it." Not sure if you've read any health news in the last couple decades...?

The majority of customers, when polled, do NOT want to get in and get out period. They want attention. Walgreens develops their cust. svc. plans based on the majority of people.
Wife

Metairie, LA

#18 Nov 23, 2012
disgovt wrote:
<quoted text>
uhhh...the flu shot is for your health. Not for the "hell of it." Not sure if you've read any health news in the last couple decades...?
The majority of customers, when polled, do NOT want to get in and get out period. They want attention. Walgreens develops their cust. svc. plans based on the majority of people.
I hear you. Unfortunately, I am not the average customer. After the miserable experience folding t shirts at Macy's while I was in college, I take pride that I am the rare customer who keeps her kids from destroying the toy aisle, does not argue over coupons or sale prices, and actually thanks the robotic cashier who never tells me to be well or offers candy bars. I draw my line with flu shots. So sorry. That is where I refuse to be a part of someone's quota. Plus it might make my husband actually have to figure out how to get my kids to school if I actually do get the flu.

Since: Feb 12

Location hidden

#19 Nov 24, 2012
disgovt wrote:
<quoted text>
uhhh...the flu shot is for your health. Not for the "hell of it." Not sure if you've read any health news in the last couple decades...?
The majority of customers, when polled, do NOT want to get in and get out period. They want attention. Walgreens develops their cust. svc. plans based on the majority of people.
Oh yeah beause the customer service experience around here is oh so wonderful to be around......hhahahaha
super mgt

Dowagiac, MI

#20 Nov 24, 2012
disgovt wrote:
<quoted text>
uhhh...the flu shot is for your health. Not for the "hell of it." Not sure if you've read any health news in the last couple decades...?
The majority of customers, when polled, do NOT want to get in and get out period. They want attention. Walgreens develops their cust. svc. plans based on the majority of people.
thing is walgreens customer service is now the same as CVS. They now want to push. all these gimmicks for customer service. In the past walgreens customer service was exceptional, there were books written that told of how great walgreens customer service was. And the reason it was, because they treated employees well, had good benefits, promoted education and from within.

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