Tuesday, March 2, 2010

 

CVS continued

CVS corporate bimbo "Rhonda" finally returned my call. Her position is what is known as a "corporate decoy," a person whose job it is to prevent customers with concerns to actually speak to a person who makes the policies and decisions that have caused the customer's concern in the first place. This prevents the corporate overlords from ever having to be held responsible for bad decisions and/or policies. If no one is held accountable, they can do pretty much whatever they want.
The corporate overlords kick the complaint back to the store, and cause an additional headache to their already overworked people. The pharmacist called me to apologize. I've never met the man. I asked what he felt he needed to apologize for. He said the corporation tells him he has to. Ultimately, both Rhonda, corporate lackey, and the pharmacist asked were the same thing, "what can I do to help you today?"
In the case of the pharmacist, nothing. It's not his fault. It's not the fault of the employee mentioned in the previous blog. They are overworked, underpaid, short-staffed, and emotionally abused. Said one 10 year veteran of CVS "I didn't used to hate my job."
Talks with other employees confirm my suspicions as stated above. The employees can't even get to a responsible person at the corporate headquarters. How can you effectively manage a giant corporation if the "feedback" is all one way? You can't. Period.
Way to go, CVS. You've lost 2 pharmacy managers and one pharmacist from that one store in a very short period of time. Isn't that indicative that you might be doing something wrong?
I want to talk to Rhonda's boss.

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