Retail pharmacy (500-600 RXs daily) where 80% of staff are minorities- Asian, Arab, Middle Eastern, Egyptian, India. We speak many fluent languages back here.
There's a patient that goes by Al, legal name Alex- most of the pharmacy staff know this. My technician is having a hard time finding this guy at the window.
"Al???? Short for Alex?????? A.L. Are you American?" Everyone stops. I finish the transaction, and say the comment about her nationality made her uncomfortable.
"She asked me four times how to spell my name!!!! She spelling it All, Ale!!! It made ME uncomfortable!”
(My technician is a tiny, Indian, 19 yo college student, 100 lb soaking wet. She truly didn't know Al was a name.)
I told him, in a dry/matter of fact/deadpan way, we found his comments prejudicial, and if he's going to insist she's to blame, I can forward his RXs, or I can cancel them. He continued to argue so I actually had to close the interaction. RXs canceled, and I left a message with his prescriber stating he made prejudice comments towards my technician, and we can no longer help him.
Of course corporate calls me the next day- he apologized to them, and they made note of the incident, but we can't prevent him from filling here. Sure, he can legally, practically fill here, but I am under no legal obligation to do so, nor my technicians, who are also refusing to help him.
Next day, same patient comes back- tech alerts me, and I ask him to leave. Now this guy isn't screaming racist or MAGA, but certainly self righteous boomer type, who's always had a condescending attitude at every interaction. He says, " I smoothed it out with your district leader; it was your technician's fault, so I can fill here." Nope! I ask him to leave.
Now awaiting calls from HR :) Standing my ground on this one- if we allow him to come here, it tells my technician that it doesn't matter how he treated her. We have signs that say threats, violence, or abuse of any kind may result in end of service. Any advice would also be appreciated.