Some of my regular readers may remember Ron Snow, Manager of Professional & College Relations at CVS Caremark. I wrote awhile back how Ron had a problem that he just couldn't seem to get a handle on. It bothered his brain enough that he wrote an article in the Indiana Pharmacist’s Alliance quarterly magazine looking for an answer. Ron you see, just couldn't understand why today's smart young men and women seemed a little less than enthused with a career with his type of company:
I am not sure when the change started, but over the past few years I have noticed an inferiority complex growing among community pharmacists. For many years the proud neighborhood pharmacist was known as the most trusted professional, but now he/she has turned into someone with self-image issues. Why has this change taken place? The way I see it, this is a complicated issue with no easy answer.
Ron, the day The Drugmonkey came across your words was a very lucky one for you indeed, because there is indeed an easy answer. Take a look:
Subject: Pharmacy Service real time update *URGENT*
Date: Fri, 25 Mar 2011 10:20:12 -0400
· We are self destructing this week on rx service!!!! 84.7; two days left let’s pick it up TODAY!!
· 59.2 on addressed by name, 63.6 on wait time- Are we serious??? Do you think I will accept results like this?
· Wake up and start delivering excellent service results NOW!!! You’ve worked too hard this month to throw it all away
· If you’re not able or willing to lead your team to deliver excellent service to each patient each time please let me know so we can discuss your exit strategy- one thing I won’t accept are poor service results &; neither should you
That's an actual, real email from someone in your own company Ron. His name is Ryan Barna, a CVS District Manager from New Jersey. Maybe you've met him. If not you can certainly write to him. That's his real email address up there. Ryan sounds like the type of guy who likes to get emails. Maybe you could talk about his part in the looming federal investigation of CVS' apparent habit of enrolling customers in an automatic prescription program without their permission.
Ryan Barna seems to be awful upset that only 59.2% of customers that responded to a company survey said someone used their name. He sounds like he's blue in the face and maybe his head's gonna explode. Kinda seems like he's totally ready to fire people for not using people's names.
Almost like to him that is the most important thing in the world.
Back to what you wrote Ron:
What prompted me to think about this image problem was a recent conversation I overheard between a couple of new grads that was centered on their career choices. The first grad talked excitedly about his choice of starting a career with a hospital where he was confident that he would eventually get the opportunity to move into a “clinical” position in the not too distant future. The second grad sheepishly commented that he was “just going to work for so-and-so pharmacy” because he did not want to give up his 3 years of service with the company. I did not hear any passion of excitement in his voice about his future career plan.
Ron, imagine you are a college student, and a pretty damn good one. Pharmacy school isn't easy to get into, you know that, and it's even harder to get out of. Years and years of fighting to fill your brain with pharmacology, biochemistry, microbiology, kinetics.....the Krebs cycle. The Krebs cycle can still give me nightmares to this day.
You remember what it's like, don't you Ron? That sense of accomplishment when you finally walk across that stage to get your degree, the gradual seeping in that you really are a drug expert, the first time you knew something a doctor didn't!! And now you can take a position where you're gonna put that knowledge to work in a clinical hospital setting making a real difference in patients health outcomes.....
OR ELSE YOU'RE GOING TO GET THREATENING EMAILS AT WORK FROM SOME NEANDERTHAL WHO SAYS THE MOST IMPORTANT THING YOU NEED TO CONCENTRATE ON IS USING A NAME!!!!! NOW!!!!! DO IT DO IT SO IT DO IT OR I'LL FIRE YOU!! I SWEAR TO GOD I WILL YOU PIECE OF SHIT!!!!!
Ron.....really....the answer is pretty easy now isn't it?
I'm glad I could help.
Once again, that address is RBarna@cvs.com