By Jen Johnston, CHHC, senior marketing services account manager
As an independent pharmacy owner, you know your customers are more than just dollars in the register, but have you communicated that message to your staff?
If not, inform your employees at your next store meeting that your customers expect more than good selection and prices. Ask them to think of their own shopping experiences and how they wish to be treated. Then discuss overall consumer expectations such as:
- Kind, courteous staff – Customers should never be made to feel like they are an interruption.
- Staff with a working product knowledge – they may not be able to give health advice, but your employees should have a working knowledge of what products do and where they are located in your store.
- Clean shelves – No one wants to pick up dusty product from a dirty shelf.
- Fully stocked shelves – Make stocking a priority – don’t miss a sale because you have the product they need in the back room.
Your shoppers are looking for a reason to come back to your pharmacy again and again. It’s up to your staff to give them a positive shopping experience every time they visit.