When Ann Marie Johnston became a pharmacy technician seven years ago at CVS #06231 in Oklahoma City, Oklahoma, she says she had no idea how much she would end up loving the job.

As someone who likes a lot of action, she knew she would enjoy its fast pace: processing prescription pickups and drop-offs, dealing with the insurance issues, and handling the phone calls. But it’s the people, she says, that have become her favorite part of her work. 

“I love to see people,” she says. “I love to see people happy, and I love to help people. I think I have found what I’m supposed to be doing.”

And people love her. Customers praise her for her professionalism and top-notch service. Johnston says it’s the simple things—remembering their names and asking about their kids or their pets—that helps put people at ease and create a bond. 

“It’s hard work,” she says, “but it’s really rewarding. I try to be empathetic and help my customers have a better day.” 

That’s why Johnston has been named the 2022 Most Empathetic Pharmacy Technician. Here, she explains more about what drives her to go above and beyond for her customers.

What gives you such empathy for your customers?

I try to live by the golden rule and treat others the way I’d like to be treated. I’ve always been very open-minded, and I try to see things from another’s point of view. I try to be empathetic, kind, and professional, and help my customers have a better day.

Can you share any examples of going above and beyond for customers?

There was an elderly woman who would come in. She lost her husband and she needed someone to talk to. We got close, and when COVID happened, she was freaking out about having to go out in public. I said, “Do you need me to get you groceries?” So that’s what I did. I shopped for her after work and dropped the groceries off at her home.

I try to live by the golden rule and treat others the way I’d like to be treated.

Another time, I had a customer who was on a particular medication that he was paying over $100 every month. I found a manufacturer coupon card and got it for him for $10 a month.

What do you think are the attributes of a top pharmacy technician?

You have to be good with people, and you have to be patient. You also have to be understanding because you don’t know what’s going on with someone else. So I recommend keeping an open mind, keeping calm, and carrying on.

What has surprised you about your job as a pharmacy technician?

The only thing that has really surprised me is that I didn’t realize how much I would love it. I feel like I found what I am supposed to be doing. It’s different from other jobs where you sit behind a desk all day. It’s hard work, but it’s rewarding to see patients come up and have a smile on their face when they see you. They want to talk to me about how my kids are doing. Or, I’ll ask them about their families. You create a bond. 

You have to be good with people, and you have to be patient. You also have to be understanding…

I try to remember every customer’s name, and I do pretty well most of the time. You know, what they say is true: If you love your job, you won’t work a day in your life.

What do you think sets you apart from other pharmacy techs?

That’s a good question. I don’t really know. I do my job—which is helping people—the way I think it needs to be done. I’ve heard lots of stories of people saying, “Oh, this pharmacy was so rude to me and you guys are so nice.” I hear that all the time. And it’s great, but that’s just what I do!

What does this award mean to you?

I was shocked when I heard I was nominated. I do this every day because it’s what I’ve always wanted to do. I wanted to be a pharmacy technician so I could help others.