Difficulty when refusing OTC sales

[stawberry]

I do not know if some of you do agree with this. Sometimes I encounter problems with refusing sales to certain people and quite afraid they will get annoyed or agitated when I do so. Some patients are really nice and they do listen your explanation. But sometimes people hardly listen to what you would try to explain.

I have few examples here:

A patient buying cold and flu products - containing paracetamol and phenylephrine. When I started to ask the first question: "Is this for yourself?" and he replied it could be for him or somebody else. When I ask is anyone of them on any medications or any medical conditions, he seemed not bothered to tell. I then went on explain the importance of the process and we need to do so for the safety, and he just said he can get the medications from some other shops anyway, ended up leaving the shop furiously.

Another example,
A man wanted to buy Benadryl cream for his wife. It's for facial allergy after using a facial cream. I explained that the product is not licensed for that and he said that she used before and never have any problems. I then go on there is other option such as antihistamine tablets and should leave the situation for couple of days after stopping the cream. He then started to shout at me by saying that the cream will not kill her. I explained to him over and over again but he did not listen. He finally gave up but I was quite upset while he threw his card at the counter and paid for the rest of the items.


I would appreciate if you have any better words when refusing sales to these people. Thanks.

[admin]

I explained to him over and over again but he did not listen.

As I see it this is your problem - you are over explaining it. If somebody wants to buy something for an unlicenced use, I simply say something like "sorry the product is not licenced for that" and basically leave it at that. Don't be rude, but if anyone ever starts shouting at you just leave it and walk away from them. If anyone ever starts to threaten you don't give them chance to finish, just say "I'm going to have to stop you there as I'm not listening to any more threats" and if you can call the store security. If you are in a small store and there is no security just say you'll call the police - nobody has to put up with threats at work.

I've found it helps if you practice what to say in a stressful situation. I have a few phrases I automatically call upon when in this type of situation. A few that come to mind are: -

The product is not licenced for that - would you like me to suggest an alternative for you?
I am going to have have to interrupt you there - I am not going to listen to any more threats from you.
I will call the police (or store security) if you threaten me again.
I have to stick to protocol.
I do not make the law - I have to follow it though.
If you have bought product this from elsewhere then it's their responsibility - I will not break the law.
I could understand you being angry if I were breaking protocol - but not when I'm sticking to it.
I have the law and a code of ethics to stick to - sorry, but I cannot break either for you.
I am selling drugs, not sweets. I need to ask some simple questions to ensure it's appropriate for you.

Having said that, remember your tone of voice is important too. Please remember this happens to us all and some people come into a pharmacy looking for a fight. This happened the other week where I was working: -

A man came in and asked for a product. the young man at the front counter was still in training, was very polite, and said "Good morning Sir - is this for yourself?"
The man said "for God's sakes I haven't got time for this"
The young assistant looked at me with a worried face and said to him "but I have to ask you a few questions"
The man said "you're a boody idiot - I am in a rush"
I stepped over and asked what the problem was as the young man was following protocol. I commented it would be easier and quicker if he just answered the simple question. He started to shout at me and I raised my hand up to him and said "I'll have to stop you there sir. I am not listening to your threats." The man stormed off and reported the pharmacy to customer services. They phoned us and said a man had been shouting at them for a couple of minutes or so. They asked what the problem was. I told them he had been asked if the product was for him and that had set him off.

In summary, a guy had spent over ten minutes arguing, shouting and he then had to go to another pharmacy to buy a product because he was politely asked if it was for him. The time scale alone doesn't add up. He was looking for a fight, and you can't win them all.

Good luck and stay calm!

[johnep]

Some multiples would automatically blame you and send the pt a standard apology note and vouchers.You would have a black mark against you.
johnep

[stawberry]

Thanks guys for the prompt response. Your words certainly help!

p/s: Forgot to put that I did apologise when refusing sales.

[Defblade]

There's always one.

They are, quite simply, bullies. They expect that by being aggressive, it will cause you to change your mind.

To me, the most important thing in these cases is to stick to your guns. If someone can in a reasonable and rational way explain why they feel that their case is an exception to the rule, then I may consider it on those grounds. Anyone simply trying to shout me down has no grounds, and will continue receiving a "no".

If other pharmacies are less ethical; well, that's their problem. The patient should appreciate the care you're taking of them - but they won't Also, it's always seemed to me that when patients tell me of other pharmacies who "break the rules" for them and that they'd therefore much rather use and are off to now..... shouldn't the patient worry that the other pharamacy might be breaking other rules, too - maybe reusing returned meds, buying conterfiet stock from unlicensed wholesalers, removing expiry dates from expired products - I'm sure that the pharmacy won't be asking the patient for a list of rules it's OK to ignore!



The other side of this topic is people who are "rehearsed" in their answers, so you suspect they are lying. I've given this some thought over the years and decided for myself that if the product is not massively abusable (eg codeine containing, sudafed) then if people are going to straight off lie in order to obtain the product, they have placed themselves outside the realms we can reasonably be expected to look after them. Tha abusable stuff means they go into my "watch out for that again" file (in my head) and I ask the staff if they recognise them as well, so eveyone keeps an eye.

[johnep]

Every Lloyds pharmacy now displays an 'Abuse of staff' notice. Get one and point to it when necessary.
johnep

[Pharmanaut]

Every Lloyds pharmacy now displays an 'Abuse of staff' notice. Get one and point to it when necessary.
johnep

Pharmacy is the last bastion of personal service. We are expected to have time for everyone.
If someone gets abusive, just say "I've got your best interests in mind, not just taking your money off you".
Everyone seems so angry these days about something.
People also resort to swearing too readily.

[stawberry]

Everyone seems so angry these days about something.
People also resort to swearing too readily.

Thank you for your reply.
I admitted that some are quite awful. But I do come across very nice patients who are really kind and polite, that really makes my day.
I believe that no one likes to swear too, they shall be treated with more love as they must be quite upset or stressed with something.
I just hope I can handle the difficult situation appropriately and professionally and not lose my cool or get angry easily with them.

[whiteaurora]

I hate the fact that some multiple ALWAYS agree with the customer and give pharmacists grief and customers apologies and vouchers! Customers then get the message that they can be as rude as they wish and will get away with it plus a voucher. I just don't think we're supported enough. I simply refuse to serve an abusive customer and would tell them if they are rude cos no one should be talked to like a slave when they are trying to do a good job and help.