Last week I received the best customer service I have ever received in my life. I was so blown away that I thought I had to share it with as many people I could.
One of the prescription medications we use has been out of stock across the whole country. I tried my usual pharmacy and was told that they hadn't had it in stock for a while. I then tried the other pharmacies in the area, nothing. I started phoning wider - nothing. I eventually called the manufacturer in JHB and was told that there hadn't been stock in a while, it was a country wide shortage. I panicked! I suspected that some tiny pharmacy in some one horse town might have it, but how on earth would I find where that was?! And then I had a brainwave, why don't I try Clicks Pharmacy head office and see if by some miracle, they would be able to tell me where some stock was. I called the pharmacy head office and a really lovely woman answered to say that they were all on a course that day, but the person I should speak to was the chap called Waheed Aburahman who was in charge of the purchasing department for schedule-whatever medication and that she would leave a message for him to call me.
At the end of the day, after five, I got a call from Waheed himself asking how he could help me. He was super helpful on the phone and said that he would immediately pull a report and email it to me with a list of all the pharmacies in country who had stock. Which he did, PLUS he highlighted on the report which pharmacies were close to me, what stock they had AND a list of their telephone numbers. I was blown away. Just unbelievable. He didn't pass it off to anyone else, he took the time at the end of his day after a full day on training, to not only call me back, but also email me all the information (and more than I had even asked for) straight away. I have since googled him and I see he has a fairly senior position at Clicks Pharmacy group, and I think he is a pharmacist by profession. And yet he took the time to follow up and help one ordinary person who was looking for her medication. Just fantastic. So, so impressed. I was actually quite emotional afterwards at how kind he was (not in front of him, luckily). Medication is quite a serious thing and the thought of not having any made me feel incredibly anxious.
I told him how grateful I was and how impressed I was with his service and he was so humble about it. He shrugged it off and said he was happy to help. I said I was going to send a letter to his boss to tell him how fantastic he is. Which I am going to do right now.
(BTW, I found some medication in a next door town, thanks to the list Waheed gave me)
In addition: It appears that Clicks Pharmacy have some great staff in general. Another story to share....
The DAY before Marko and I were due to go overseas, Max was diagnosed with flu, the bad kind. We had to get Tamiflu (the swine flu medication) for the whole family as a preventative measure. The problem was that there was a bit of an outbreak in Durbanville so Clicks Durbanville was out of stock. But they kindly called all the Clicks in the area and found stock at three different pharmacies. The pharmacist then offered to drive to the other pharmacy on her way home and pick up the meds for me so that I could collect it from her the next day, which was the day we left for overseas. Which she did. Sorted. Awesome.
Loving Clicks Pharmacy right now. A lot.