“Corey, will you tell ‘Junior’ here that I’ve been taking this medicine since before he was born?” Sandy Smith hollered across the room as if “Junior”, the bright young Pharmacist Intern (whose real name was Jacob), wasn’t standing right in front of her.
She was in a hurry, just wanted her medicine, and Jacob was trying to ram a consultation down her throat.
One of my favorite jobs as a community pharmacist is to help integrate “brilliant” students with real life customers who, contrary to what schools teach, are not necessarily interested in what WE have to say.
“Why would a PATIENT act like that?” Jacob asked me; totally shocked by her attitude.
“She’s not a patient, she’s a customer!” I said knowing that would run contrary to everything he was being taught in school.
“She won’t be a patient until you establish a relationship with her!” I added.
“Huh?” was his response.
“Why should she trust YOU?” I asked Jacob kind of having fun with him. I wanted him to learn about the law of influence.
“Well” he began thoughtfully. “I AM a 4.0 student”.
“I hate to break this to you, but other than to your parents, your GPA means absolutely nothing from here on out!” I told him with as much concern as one could say such a thing.
He just stared at me. I added:
“Remember yesterday when we met in the back room and I told you that it was the school’s job to teach you ‘PHARMACY’ and it was my job to teach you leadership and influence?”
“Yeah, I remember that.” he said slowly.
“Well, this is why I said that.” I responded. “Consider yourself lucky. If that would have been Ed Sowers the word ‘Junior’ would have been ‘idiot’ or worse. The answers to how to really improve patient outcomes is contained right here.” I told him pointing to the reading list I had given him the day before.
The top three items on the list were:
- How To Win Friends And Influence People – Dale Carnegie
- Becoming A Person Of Influence – John Maxwell
- The Go-Giver – Bob Burg & John David Mann
“Once you read these books you’ll understand that no one cares how much you know until they know how much you care. Always remember, they are PEOPLE and not CASE STUDIES.”
“Where was THAT class in school?” he responded thoughtfully!