By Cat Renwick, category analyst, for the “Profits in the front end” blog series
A customer’s first impression is made within seven seconds of entering a store; within that short timeframe an initial opinion about your establishment and atmosphere will be made. At a time where customers are watching their dollars more closely and have endless options of where to spend those dollars, it is crucial to dedicate time and budget to the appearance and atmosphere of your retail space. Updating your pharmacy’s interior is not just about aesthetics — it’s about creating an inviting, functional, and efficient space for both your patients and staff. Here are some key initiatives that can make your pharmacy a sought-out destination.
- Fresh Paint: One of the quickest ways to transform your store’s environment is a fresh coat of paint. After time, walls can accumulate scuff marks, fading, and grime, which can appear as uncleanliness and carelessness to a customer. Try a new color scheme to bring your space back to life — a new palette can not only make the environment more welcoming but also revamp your brand identity. Choose colors that evoke calm, trust, and excitement! A well-maintained, freshly painted space can help establish a professional image and encourage a positive first impression.
- Flooring: Pharmacy floors endure heavy foot traffic, spills, and constant movement, making durable and safe flooring essential. Damaged and dilapidated floors can create safety hazards for both customers and employees while also distracting from the aesthetic appeal of your store. Look into flooring options that are heavy duty to withstand substantial use and high quality to improve the appearance as well as ensure safety. Updating your flooring to modern standards can also make cleaning easier which your staff will appreciate.
- Lighting: Most customers consider pharmacies part of their healthcare provider team, so you want to ensure the appearance of your store fosters that perception. Poor lighting can make a space feel dark, uncomfortable and unwelcoming, while bright, well-planned lighting highlights key areas like product displays and pharmacy counters. Upgrading the lighting in your pharmacy can also be financially beneficial; new LED technology can be more cost effective and energy efficient.
- Fixtures: Think of a time you were shopping and were unable to get the product you intended to purchase due to the lack of shopability of the store. (Hint: You probably haven’t been back to that establishment 😉) Outdated or poorly designed fixtures can impede traffic flow and make it more challenging for customers to get the items they need. Functional, durable, and visually appealing fixtures can improve customer satisfaction and assist your employees with meeting merchandising standards. Updating the fixtures can also tie into the refreshed color scheme chosen when repainting to give your rebrand a stronger impact. As always, ensure fixture layout and aisles are set to ADA guidelines to allow easy movability throughout the store for disabled customers.
- Directional Signage and Navigation: Directional and impactful signage may seem like something that would only be found in a mass retailer but the addition of clear, easy-to-read signs allows customers to quickly navigate your independent pharmacy. Creating impactful signage guides patients to where to go to drop off prescriptions, for consultations, or where OTC products/departments are, for example. This improves the shopping experience for customers and reduces stress, especially for those who are in a hurry or feeling unwell!
Regularly updating your pharmacy’s interior is an investment in both the patient experience and the overall success of your business. Not only do these changes foster customer loyalty, but they can also improve operational efficiency, reduce safety risks, and increase sales!
