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February 28, 2013

Customer, Value, Service

by EKwon

Though CVS Pharmacy was originally founded under the name “Consumer Value Store,” recent CEO Tom Ryan has come to consider the company name to stand for “Customer, Value and Service.” Twice this semester, I have had experiences that embodied this mantra. The most recent (this past weekend) reminded me of my prior encounter, which prompted me to write this blog post.

During my quick trip to the Barracks Road CVS this past weekend, I was picking up a birthday card and decorative bag for my baby cousin’s birthday. As I was checking out, the cashier asked me if I knew the price of the bag because the tag had fallen off. I hadn’t looked at the price so I couldn’t tell him. Instead of making me go back and find out, or making me wait while he did it, he decided to just charge a little over a dollar for it (though it probably cost more) because I “seemed pretty cool.” Given the fact that I was in a rush to get to my cousin’s house, I was grateful that he made my shopping experience as efficient and convenient as possible.

Like I said, this reminded me of another time I had great customer service at CVS in the beginning of the month. I went to the Barracks Road CVS to get my passport photos taken for my GIE visa applications. It was my fault for not checking in the store, but I later realized when I got home that they only gave me 2 copies even though I ordered 4. Though they didn’t charge me for 4 copies, I was annoyed that I had to go back and get my photos taken and ordered again. For convenience’s sake, I went to the CVS on the Corner the next day since I was there already and ran into some friends who were also getting their photos taken. The employee told us a sheet of 2 photos was around $10, whereas every additional copy was only a couple cents each. Obviously, I was frustrated that I had to pay $10 again for 2 small photos. The CVS employee heard me explain to my friends why I had to come back and get more, and she asked if I had my receipt from the previous day’s purchase. Luckily, I did, so she told me she’d only charge me the couple cents per photo if I promised to use their CVS next time for my photo needs.

While the employee maybe shouldn’t have explicitly stated her expectations of my reciprocation, I still appreciated her effort to provide me with a positive customer service experience and add more value to my relationship with CVS. From these two experiences, I definitely got a better sense of the company’s dedication to Customers, Value, and Service, and will continue to patron their stores because of it.

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