I went to CVS recently to pick up a prescription, going inside as the line at the drive-up window was snaking into the parking lot. I was number 12, so I settled in to wait. The line moved slowly as there was just one person giving out the medications. Although most transactions went smoothly, some prescriptions were not ready, and people were upset. Though the pharmacist was obviously working as fast as he could, he also had to give vaccines and take calls from doctors’ offices. The man behind the counter was at the end of this chain of activity. He could only produce completed orders. As I stood there in line, I was appalled at the behavior of many of the people who were waiting. In voices meant to carry to the counter, they vented their anger and frustration, commenting on the slowness, lack of efficiency and poor service and how inconvenienced they were. Some, after receiving news from this man that they would need to wait a bit longer, harangued him angrily before turning away. And yet, he remained calm and respectful, calling the next person forward softly, with no accompanying eye-rolling or signs of exasperation. He did his job quickly and efficiently, never showing an outward response to the hostile atmosphere. I understand that some of the people in line had reason to be upset. Perhaps they were late to pick up children or maybe they were late to work or missing an important meeting. But I couldn’t help but feel sad and ashamed to see such a lack of kindness, compassion and just plain courtesy. The man behind the counter was remarkable and that’s a bit sad, too. His behavior should be the norm.
Catherine Bartlett
Northampton