Darrell Greer
Northern News Services

RANKIN INLET (July 14/99) - Even in smaller Northern communities, customer service has to be the number one priority for a drug store if it is to build upon its clientele, says the new head pharmacist at Rankin Inlet's Sakku Drugs Ltd.

Rod Kaufman brings more than 30 years of experience with him to his position. A graduate of the University of Saskatchewan, Kaufman spent the past 15 years moving about the western province doing primarily relief work.

"Altogether, I spent time at about 250 stores in Saskatchewan," says Kaufman. "I've had two stores of my own, including a Shopper's Drug Mart I helped set up in Regina, and one I helped set up in Moose Jaw."

Rankin marks Kaufman's second trip to Nunavut, having spent three months in Iqaluit this past year, and he finds the people in Rankin noticeably different than those in the territory's capital.

"I'd have to say I like Rankin better. I find people here a lot friendlier than in Iqaluit. That probably has to do with the number of government workers there."

Kaufman says in order to run a successful drug store, you have to be open-minded and aware of your customers' needs.

"Just before I left college, the dean told us we may have to deal with some crabby people, but we have to remember these people are sick. I know when I have a headache I'm not the easiest person to deal with."

Kaufman says it's a big advantage to have three Inuit on staff to translate for him and help ensure customers understand their prescriptions. He says the store is launching new initiatives aimed at making the lines of communication easier between store customers and staff.

"We're just starting to write everything in Inuktitut with our prescriptions, like any side effects, if they're to be taken with meals, that type of thing. We're also starting to get more Inuktitut signage up in the store.

"You have to be willing to chit chat with your customers and take the time to explain everything to them. They're genuinely concerned about the medication, especially if it's for their children."

Kaufman has seen his share of strange episodes during three decades, but two stand out in his mind the most.

"Years ago, I filled a prescription for an elderly gentleman. I noticed it was for suppositories, but in those days you didn't counsel customers like we do now. A couple of days later he comes back and he's pretty annoyed his prescription didn't work. He said to me, 'For all the good those pills did, I might as well have used them on my rear end.'

"Another time a young fellow came in looking for condoms, which weren't discussed as openly as they are now. We called one of our head pharmacists Mother because of her personality and, without thinking, I hollered out, Do we have any condoms back there Mother?' You never saw a person leave a store so fast.

"Mother came out and said to me, 'Now you know why I tell you to always do things quietly.'"