It's starting to look that way. If numbers go down and people aren't going to the doctor, it's being suggested that we've got to take pains to bend over backwards for the customers.
Sure, normal customer service is expected. But I do not feel any more compelled to figure out someone's insurance plan who doesn't have the card and doesn't have a clue. I do not feel any more compelled to try and counsel a patient who is talking on his cell phone through the entire transaction and glares at me for the interruption. I do not feel any more compelled to tiptoe around a customer who I know to be getting his narcotics from several sources, and who has hopelessly duped his doctor.
Yes, they might go somewhere else. And with the number of copies I'm giving out lately maybe they are -- although I believe the gift cards are playing the biggest role there. But I'm not going to kiss butt to anyone who's being rude, sneaky or just downright lazy. And I'm going to feel the same whether the economy is up or down. Enough said.