Angela Chalmers
Boots, Goodge Street, London

“I had a guy spit at me once, all because we didn’t have one of the items on his prescription. He started calling me all sorts of names; then, as he turned to leave, he turned and spat at me from a distance of about 6ft.

“It is amazing how violated you feel when somebody spits at you. I was traumatised – I think I had a bit of post-traumatic stress – and I didn’t sleep properly for a couple of months.

“I do reflect and think ‘Is there anything I could have done differently?’. But, to be honest, there isn’t. We spoke to him in a very low tone, and it was only when he started abusing us that I said ‘I think it’s time for you to leave, sir’. It was then that he spat.

“I heard later that he’d gone into another local pharmacy and acted as if nothing had happened to get the items for his prescription. That was how the police were able to identify him.

“I didn’t press charges, because he wasn’t a well man, but the police did go to round to his home and explained to him why what he did was unacceptable. His wife was appalled.

“In any situation with an angry customer, you need to seek to understand before seeking to be understood. Let them get it out of their system and don’t block any exits because, if they want to leave the store, they are going to leave the store whether you are in front of them or not.”

How I handle Mr Angry

“You just have to be patient – be very polite and clear in what you are saying to them. More than 95 per cent of our customers are fine – it’s just the odd one or two.”
David Badham, Stewart Pharmacy, Evesham, Worcs

“It’s best to think that they are always right, even if you don’t think they are. You want to do everything within reason to keep them happy and maintain a good professional relationship.”
Gordon Couper, Handbridge Pharmacy, Chester

“Take them aside and ask them what the problem is. If you can’t solve it at that time, explain to them that you are busy, but that you’d be very happy to make an appointment with them to try and solve things later.”
Jignesh Patel, Rohpharm Pharmacy, Plaistow

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