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Tag Archive for: Pharmacy Owner

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Limited liability… What you don’t know will hurt you!

December 10, 2015/0 Comments/in All, Pharmacy Finances/by pdsmarketing

 

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As a business owner, imagine you are in the LLC and Corporation club. The club of Corporations and LLC’s can give you great benefits as one of its members.

Running a business is challenging and filled with the chance for big rewards, but if you make a mistake, isn’t it nice to know that the problem stays with the business? Your club membership says that the risk or problem stays with the business and does not affect you. You are not personally liable for any problems that occur in the business.

This is called limited liability

The liability or risk is limited to the assets of the business only. What a great benefit, and you get limited liability just by starting your LLC or corporation!

Just like any club you have ever joined, there are rules the members must follow. Limited liability only applies to club members whose companies are following these rules. In fact more than 90% of all business owners are in violation!

No one gave you a rule book when you started your LLC or corporation. So how do you “act” like one? That’s the problem. Attorneys and IRS auditors know you don’t know the rules. They know you didn’t get a set of instructions, and because you don’t know what to do, they are going to take away your benefits. What are the rules? One of them is to maintain a proper record-keeping practice. You must document, with a resolution, every time your company makes a major decision.

What should you be documenting? Here are just a few major decisions that need to be recorded:

  • S Corporation/2553 or 8832
  • Equipment Purchases or Leases
  • Acceptance of Accountant
  • Purchase or lease of Property
  • Qualifying to do Business
  • Issuance of Dividends/Distributions
  • Waiver of Notices to Hold Meetings

We’re willing to bet that some of you didn’t realize these were on the list.

What liability challenges does your business face? Let us know in the comments!

Subscribe to our blog to receive PDS news and updates! You can also find us on FacebookTwitterLinkedIn Google+.

 

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Happy Thanksgiving from PDS!

November 26, 2015/0 Comments/in All, PDS Super Conference/by pdsmarketing

 

At Pharmacy Development Services, Thanksgiving is an action word. In this time of gratitude, we are thankful for so many wonderful things!

First and foremost, we are thankful for the great opportunity to lead our devoted community of pharmacy members on their path to success. As John Quincy Adams once said, “If your actions inspire to dream more, learn more, do more, you are a leader.” We truly appreciate our members and the confidence you have placed in us.

We are thankful for our team. Throughout the years, we’ve developed strong bonds with each other and in this process, we have grown tremendously – both professionally and personally. By organizing priorities, setting realistic goals and motivating each other, we’ve developed a strong sense of accountability and created a great culture that inspires and leads independent pharmacy owners across the country.

We are thankful for the leading industry partners that propel our members’ businesses into successful, high-profit organizations, capable of implementing solutions to better serve their communities and reap the rewards of pharmacy ownership.

We are thankful for the economy that continues to improve, allowing pharmacy entrepreneurs to have the ability to pursue their dreams, which not only supports our efforts but also the economies of many local communities that our members serve.

We are thankful that the pharmacy industry continues to motivate us to be the best in our field by continuously evolving and presenting challenges that help us determine successful business strategies that propagate success for many independent pharmacies.

We are thankful for you, the Pharmacy Enterpreneurs who inspire us every day to forge the change needed to keep the industry moving. Through your courage to wake up every day to serve your communities, you keep us striving to fight for an industry that we want, rather than the industry that is given.

Together, we can make 2015 the best year of pharmacy and together, we can pave the way toward tomorrowWe wish you a lovely Thanksgiving and a joyous holiday season!

What are you grateful for this Thanksgiving? Let us know in the comments!

Subscribe to our blog to receive PDS news and updates! You can also find us on Facebook,Twitter, LinkedIn and Google+.

Interested in learning more about how we can help your pharmacy grow? We are happy to offer an advice!

Speak with an Expert!

 

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4 Leadership Skills Every Pharmacy Owner Should Master

August 25, 2015/0 Comments/in All, Pharmacy Growth Strategies/by pdsmarketing

 

leadershipRunning a successful pharmacy requires more than having a vision of what you want your business to be like. It requires strong leadership, endless motivation, and the ability to inspire people. Not everyone is a natural born leader, and you may not even think of yourself as a leader in your pharmacy. But if you’re not the one leading your team, who is?

The absence of leadership within a company creates numerous problems, from frustrated employees to unhappy customers, causing potential financial issues. Even if a role in leadership was not something you envisioned for yourself, it’s essential that you see yourself in one now. Although getting in the right mindset is just the beginning, it’s an important step in becoming a strong pharmacy owner and leader.

What skills does it take to become a strong leader in your pharmacy? Here are four leadership skills every pharmacy owner should master:

1. Effective communication skills

As a leader, it’s important that you know how to communicate effectively with different types of people in a clear and concise way. You need to communicate with your team and customers in a way that evokes motivation and results rather than resentment and anger. Always let your team know what’s going on within your pharmacy and what you expect of them. This includes letting them know what role they play in the company, when they’re not performing to your standards, and how they can improve in the future.

When it comes to your customers, do your best to actively communicate with them when there’s a problem. For example; don’t let a customer wait to come into your store to learn that their prescription isn’t ready or that there was a problem validating their insurance. Be proactive in your communication, and never allow your customers to feel as though you’re hiding something from them.

2. Smart decision-making

As a business owner and leader in your pharmacy, it’s important that you’re able to make quick, confident decisions. The most successful leaders understand the importance of considering many different factors before making a major decision. Whether it’s implementing a new program or adding new employee policies, it’s important to know how to make decisions that will benefit (or hurt) your pharmacy. Also, know when to makea decision on the spot and when to take time to think about it.

3. Active listening skills

There’s a fine line between being a leader and being a dictator. Being a great leader means that you listen just as much as you speak. When you take the time to listen to your employees and your customers, you’ll learn more about your pharmacy than you could ever imagine. When your customers are talking to you, listen to them instead of cutting them off. When an employee approaches you about a concern, spend some time listening to what they have to say instead of acting like it’s not a big deal. When you practice active listening skills, you’ll become a more successful leader for your team.

4. Forward-thinking

Where do you want your company to be a year from now? What about five years? The best leaders are always thinking about the future. It’s important that you think about what you want for your pharmacy and create a plan to help get you there. If you’re not looking forward, you will always be stuck where you are today, and you won’t be able to grow your business.

There are many leadership skills that, when combined, will help you lead your pharmacy unapologetically. By mastering the four skills above, you’ll be a stronger, more successful leader within your pharmacy.

Looking to take your leadership to the next level? Register for our free webinar, Pharmacy Leadership on Fire

Free Webinar: Leadership on Fire

 

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How to Cut Through the Compliance Chatter

August 25, 2015/0 Comments/in All, Pharmacy Growth Strategies/by pdsmarketing

 

complianceHow is compliance affecting your pharmacy business?

License credentialing, patient safety, HIPAA regulations, Catamaran audits …

…it’s hard to make sense of the noise for a pharmacy owner. On top of keeping your patients healthy, staff properly trained, and running your business effectively, it seems like new compliance regulations are being added and changed simply to make your life harder and more complicated. Every year, tens of hundreds of pages are devoted to compliance and who honestly has the time to read any of it!

How to Cut Through the Compliance Chatter

You get sent loads of information from your wholesalers, state associations, PSAOs, trade magazines, etc. How do you judge what’s actually priority? Pharmacy owners are hit with so many messages on new rules and regulations, many have admitted they’ve stopped opening the emails. The information that does get heard seems to come in the form of scare tactics and not everything can be that urgent!

It’s understandable that many pharmacy owners want to throw in the towel when it comes to compliance. Without help, it’s too overwhelming, too complicated, and too boring to feel any amount of confidence that a pharmacy can pass an inspection without some sort of repercussion. We’ve heard owners say, “Well… if they fine me or do anything else, I’ll just go out of business and give up.” It’s not too hard to feel empathy for these folks. None of these insurance provider manuals and regulation documents come with checklists on what needs to be done. They phrase compliance changes in a way that only a lawyer can understand.

But for those that aren’t ready to give up the fight and would rather thrive in their business, what do you do?

The answer… tap into an expert, that loves compliance, and who creates the checklists and action steps to get rid all the fluff and bottom line that needs to done for our business.

Accessing the Best Compliance Resources

Every year, we are privileged to give you access to our Compliance Advisor and the leading expert in Pharmacy Compliance, Jeff Hedges from R.J. Hedges and Associates.

Recently, we hosted a webinar with PDS and asked Jeff to pick just three items that we had to share with our pharmacy owners right now. Three areas of compliance that you can take action and help you cut through the noise. Are you prepared for these top three changes?

Now you can access the replay! Watch it here.


About R.J. Hedges and Associates:

Most pharmacies are too busy to stay in compliance and up-to-date with constantly changing healthcare regulations. Unfortunately, this puts many at risk of large fines and being run out of business. As the nation’s leading compliance & accreditation experts, we’re here to help you stay stress-free and protected. We offer turnkey, easy-to-follow solutions for accreditation, HIPAA, Medicare Part D, OSHA, compounding, Fraud, Waste & Abuse, immunization, diabetic shoes and more. Feel at ease knowing your independent pharmacy is prepared from any government inspection or natural disaster with our custom programs, 1-on-1 personal support and documentation with 24/7 online accessthrough the Compliance Portal™.

R.J. Hedges & Associates is one of the outstanding vendors that will be in attendance at PDS 2016Make sure to attend and visit their booth!

To get more tips from Jeff and the R.J. Hedges & Associates team, go to  www.RJHedges.com or email info@rjhedges.com.

 

https://www.pharmacyowners.com/wp-content/uploads/2017/08/compliance.jpg 125 600 pdsmarketing http://www.pharmacyowners.com/wp-content/uploads/2022/01/PDS-logo.svg pdsmarketing2015-08-25 08:17:112018-04-09 17:53:43How to Cut Through the Compliance Chatter
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The 5 Critical Elements of Effective Pharmacy Goals

August 12, 2015/0 Comments/in All, Pharmacy Growth Strategies/by pdsmarketing

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Goals. We all know that they’re important, especially when running a successful business. But, how do we go about actually creating them? The process can be tedious, daunting, time-consuming and an overall challenging process for many independent business owners.

Regardless of the never-ending demand for your time as the chief of your pharmacy, dedicating the time and mental space to defining and outlining the goals you have for your pharmacy is vital.  Having effective goals help you prioritize the day-to-day business that happens around your store. These goals should drive revenue, increase staff and customer satisfaction, and ultimately make you successful. Not sure what makes a goal “effective”? Read on.

Your Goals Should Be: Specific

For goals to be effective, they have to be specific. When you set your goals, you must define the desired outcome expected from reaching each goal. For example, if you want to grow your pharmacy, a specific goal might be, “I want grow my pharmacy by hiring three new staff members by the end of 2022.” Goals should be succinct and phrased in no more than two sentences. They should establish what you’re trying to do, how you’re going to do it, and why you want to do it.

Your Goals Should Be: Measurable

Your goals should always be framed in definitive terms. Avoid using words such as “hope,” “try,” and “should” when setting goals for your pharmacy, as those terms give you too much wiggle room. As human beings, we’re much better at approaching tasks when they’re defined specifically. Instead, use words and phrases such as “will” and “are going to.” Also, include specific measurable numbers in your goals. Rather than saying “In 2022, I will increase my OTC sales,” take it one step further and say “In 2022, I will increase my OTC sales by 25%.”

Your Goals Should Be: Attainable

Although you want your goals to be challenging, they should still be realistic. If you currently have two staff members, saying that you want to hire 20 employees by the end of the year may not be a possibility. Don’t take the challenges too far, and make sure that you can realistically implement your plans. Otherwise, you will exhaust yourself and your team before you see your goals through to completion.

Tip: While everyone loves a good challenge; asking your team for something unattainable will hurt morale.

Your Goals Should Be: Relevant

When setting goals, it is important to make sure that your goals align with your pharmacy’s values and long-term objectives. Collectively, all of your short-term goals should be relevant to the overall vision you have for your business.

Your Goals Should Be: Time-Based

While nothing is written in stone, it is important that you put time parameters on your goals. By doing this, you help keep yourself accountable, and can better prioritize your daily activities in order to meet your goals on time. As with the goal itself, make sure you give yourself an ample amount of time to actually achieve your goals. For example, if your goal is to increase foot traffic in your pharmacy, your goal might be, “In the next 12 months, I will increase foot traffic in my pharmacy by 15%.”

Ensuring that your goals are specific, measurable, attainable, relevant, and time-based will give you the foundation for working towards your ultimate goal of growing your pharmacy business. By establishing parameters around your goals, you will be able to evaluate your progress and keep yourself on track.

 


Looking to implement goals in your pharmacy but don’t know where to start? Be sure to check out our upcoming webinar on January 13, 2022 at 7 pm EST as we discuss strategically setting goals for your pharmacy business.

Register Today: Proactively Planning the Future of Your Pharmacy

 

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[Drug Topics] Top 4 technologies for community pharmacists to watch

August 11, 2015/0 Comments/in All, Pharmacy Growth Strategies/by pdsmarketing

[Drug Topics] Top 4 technologies for community pharmacists to watch

 

The future of community pharmacy is a high-tech, connected world, where teleprescribing is common and pharmacists share information with patients via smart lenses. At least that is the vision of Dan Benamoz, RPh, CEO of Palm Beach, Fla.-based Pharmacy Development Services, a pharmacist training, consulting, and mentoring firm.

In an exclusive interview with Drug Topics, Benamoz shared the top technologies that will impact the way pharmacists work with patients in the future.

Information sharing via “smart” lens

Dan BenamozAlcon, a Novartis company, and Google are developing a “smart lens,” a contact lens with embedded sensors and microchips, to help diabetes patients manage their disease.  This innovative technology would provide “a continuous, minimally-invasive measurement of the body’s glucose levels via a ‘smart contact lens’ which is designed to measure tear fluid in the eye and connects wirelessly with a mobile device,” according to an Alcon statement.

Another “smart” lens product, Microsoft’s HoloLens, will allow pharmacists to access medical and prescribing information via eyeglasses, allowing them to counsel patients on-the-spot. “We can have access to all kinds of information while we are talking to them,” Benamoz said. “You can order those lenses right now.”

Telepharmacy

Telepharmacy will become an even more important service for pharmacists to provide. “Ten million people are already using it in this country. We need to become involved,” Benamoz said.

Major employers, such as FedEx and PepsiCo, are providing telemedicine at a low monthly rate to their employees. However, many pharmacies have not offered telemedicine services because many state pharmacy boards have not allowed them to.

“The Obama administration is encouraging telemedicine, but a lot of the boards are telling people, ‘If the doctor doesn’t see someone face-to-face, it isn’t valid’. It is holding back a lot of pharmacies,” Benamoz said. However, some pharmacy chains such as Walgreens have found ways to incorporate telemedicine services and other retailers should as well, he added.

Pharmacogenomics

Pharmacogenomics, genetic testing, and early disease identification will be much more prevalent. For example, the DNA Medical Institute created rHEALTH, a portable handheld device that can diagnose hundreds of diseases using a single drop of blood. “Now, we could be looking at biomarkers [to identify] early indicators of serious ailments. I think the technology will be used by national labs such as Quest Diagnostics,” Benamoz said.

“Pharmacies that embrace this new technology will be able to completely change their practices. This is the precursor to pharmacogenomics, the whole idea of testing to see how patients will respond to a particular medication,” he said.

Radio frequency technology

Radio frequency technology via beacons placed in drugstores and their parking lots will help pharmacies boost customer retention and profitability.

“The beacons will alert you on an iPad, for example, about how much that customer spends and the type of products the person buys,” Benamoz said. “The customer could walk up and you will have the products ready and you can greet the customer by name.”

Original article: http://drugtopics.modernmedicine.com/drug-topics/news/top-4-technologies-community-pharmacists-watch?page=full

 

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6 Reasons You’re Not Reaching Your Pharmacy Goals & How to Change Them

August 10, 2015/0 Comments/in All, Pharmacy Growth Strategies/by pdsmarketing

 

6_reasons_goals-501370-editedYou took the time to research, define, outline and plan your new pharmacy goals. The whiteboard in the breakroom clearly displays your goals for everyone to see, you are proud. Six months later, the goals are mostly erased, and everyone has given up trying to re-write them. The excitement of striving for something has worn off somewhere between the 14-hour days and the consistent stress headache.

American writer, Napoleon Hill famously said, “A goal is a dream with a deadline.” In his book, Think and Grow Rich, he lays the foundation that every goal needs to be successful. The importance of goals goes beyond a feel good metric, goals drive results. Goals gave us the Pyramids in Egypt, the Hoover Dam, the locally-owned coffee shop around the corner, and even your community pharmacy.

If you consistently find yourself erasing your long-forgotten goals from the board, take a look at these six reasons you’re not reaching them:

You’re Not Flexible

You set a goal to increase non-prescriptionsales by 50% in the next six months with the help of a marketing campaign for a new product. You’ve organized plans and just before making the final push to introduce the product to your customers, your marketing director quits and leaves you hanging. Everything comes to a stop, and it doesn’t look like the product introduction is going to happen. You can wait to hire another marketing person, but if you do that, you won’t meet your goal.

On the other hand, you can tackle the situation yourself, delegate marketing responsibilities and empower your team to make sure the marketing program still runs as planned. An inflexible pharmacy owner would push off the goal and blame it on the person quitting. A flexible owner, on the other hand, would adapt and change course, doing what is needed to make sure the goal and deadlines are met.

You’re Practicing Weak Time Management

There never seems to be enough hours in the day! Your to-do list is filled with pharmacy operational responsibilities, running errands, picking up the kids from school, time at the gym, and date night with your spouse. With all these daily tasks, how is it possible to meet your goals and move your pharmacy forward? The fact is, everyone has the same 24 hours in each day and prioritizing those hours is what makes the difference. Can your pharmacy manager handle the errands? Can you fit your workout in during the morning hours? Finding the extra time in your day will help you schedule tasks that effectively help you achieve your goals. This is why time management is a vital skill for accomplishing even the smallest goals and helping to push your pharmacy toward success.

You’re a Habitual Procrastinator

Setting goals and putting ideas into motion is going to change the way you do things. Sometimes the added stress of your daily activities will make you want to postpone the progress necessary for reaching your goals. Procrastination is the enemy of completing your goals, but it must be conquered. Pick a start and end date to accomplish your goal, and then make sure to hold yourself and your team accountable to achieving it.

You’re Suffering from Poor Planning

Let’s say you set a goal to open a new pharmacy location by the end of the year. That’s great, but how are you going to accomplish that? You’re at point A. How do you get to point B? You must plan a strategy for how you’re going to accomplish your goal. Break it up into smaller goals and assign each one a deadline. Budget money for the new lease, hire a contractor for building renovations, apply for your permits, and hire staff. All of these are smaller goals that will help you accomplish the larger goal at hand. These smaller bite-size goals will keep you moving forward and keep you on top of your schedule.

You Have a Lack of Clarity

Setting a goal is fantastic, but for it to be effective, you must be clear with your intentions. Goals like, “I want to make more money,” “I want to learn a foreign language,” or “I want to open a new pharmacy location” are too vague. Not being specific inhibits you from breaking down your goal into steps. How much money do you want to make? Which foreign language do you want to learn? When and where do you want to open that new pharmacy? Once you have clearly defined those goals, you will be able to create an action plan for their implementation.

Your Drive & Motivation Are Slowing

You’re a pharmacy owner. You work long hours, and you lead a great team of employees. You’ve done a lot in your career, and you are fairly satisfied with your life. Is it possible that you are not driven enough for accomplishing your goal? The difference between wanting something and having enough drive to see plans through to completion is in the ability to sacrifice. Do you want to extend the south wall of your pharmacy to make room for additional aisle space but don’t have the capital to make that happen right now? How are you going to overcome that obstacle? You could take on investors, throw a paid health fair, or sell additional retail products. If you want something badly enough you’ll find ways to make it happen.

If you aren’t moving forward, you’re falling behind. The pharmacy industry is highly competitive and as an owner, you should be continually improving your brand, your team, and yourself. Setting goals is the first step in that direction, but it’s not enough. You need to formulate a plan and break down your goals piece by piece, so they are easily digestible. Remember, a goal without action is a dream. Don’t be just a dreamer. Be the pharmacy owner who overcomes obstacles, has a plan, manages time, and puts the wheels of success into motion. For additional resources on how you can effectively achieve your pharmacy goals, download this free ebook, The Pharmacy Owner’s Guide to Exceptionally Effective Implementation

 

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Medicine Delivery by Drones

August 5, 2015/0 Comments/in All, Pharmacy Growth Strategies/by pdsmarketing

 

The Future of the Independent Pharmacy is now, and it’s more real than you think…

Hovering 20 feet above ground, drones hardly surprise anyone these days. You’ve probably seen stunning aerial footage of canyons, music festivals and city skylines captured and delivered by these camera-equipped, so-called “phantoms of the sky”. Today, drones are on a silent mission to expand our future.

Unmanned aerial vehicles (UAV), or drones, as we know them, have clearly ushered a brand new technology that will only continue to grow. By 2018 the Federal Aviation Administration predicts some 7500 small commercial drones will be present in the United States alone. While still in its infancy, commercial drone operation is limited and requires special approval from the Federal Government.

To date, only a handful of businesses in agriculture, real estate and cinematography have been granted approvals to fly UAVs commercially. A few healthcare companies are on that list too, including a pop-up health clinic in rural Virginia that experimented with the very first government-approved medicine drone delivery just last month!  Watch this video:

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The Importance of Upselling and Cross-Selling in Your Independent Pharmacy

August 4, 2015/0 Comments/in All, Pharmacy Growth Strategies/by pdsmarketing

 

upselling_crosssellingWhen you think about the word “upsell”, you may think of sketchy salespeople trying to fill their pockets by selling you things you don’t need or want. Unfortunately, this does happen, but it’s not a true reflection of what it really means to upsell and cross-sell with your customers.

Although your primary focus should be to provide extraordinary patient care, it’s also important that you sell to become profitable and to keep your doors open. The majority of what you sell are prescription drugs, but you likely offer other products such as, over the counter medications, vitamins, and convenience merchandise. So, how do you sell these products and increase revenue without your customers feeling like you’re pushing products on them? The answer lies in upselling and cross-selling.

But first, what do cross-selling and upselling actually mean? To put it simply, cross-selling is selling a different product to an existing customer, while upselling is offering more of the same product or a more expensive version. When used properly, both of these techniques help you customize your customers’ shopping experience to their specific needs and potentially boost your revenue.

Increase Customer Satisfaction

This isn’t just a sales tactic; it’s a part of good customer service that can help you build deeper relationships with your customers by delivering more value. Let’s say when they come in to pick up their monthly vitamins, you tell them if they purchase two months at a time they get a discount. Or, if you want to cross-sell, you remind them that it’s flu season, and they can get their flu shot in your pharmacy without an appointment. You just exhibited that you are committed to your customers’ needs.

Increase Customer Retention

Retaining customers saves you money, especially when compared to the cost of attracting and earning new ones. When your customers feel like they are valuable, they will keep coming back. Each upsell or cross-sell opportunity can increase the lifetime value of your loyal customers, paying off for many years to come.

Increase Your Revenue

This one is obvious. Selling more merchandise, and more expensive merchandise, is more profitable. Whether purchasing a name brand product instead of generic or adding a pack of vitamins to their cold medicine purchase, when your customers makes a larger purchase, your revenue increases. And that’s good news for everyone!

If you are not offering additional products or services to your customers, you are leaving money on the table. Upsells and cross-sells are an easy win for growing your bottom line and accelerating your path to profit. As an independent pharmacy owner, you need to do what you can to stay competitive with the larger chain stores. There are lots of upselling techniques out there, and determining which ones to use will depend on your style and your customers’ needs.

To give you some fresh ideas, download our free eBook “3 Innovative Ways to Compete in the Pharmacy Market.”

 

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5 Customer Service Mistakes Your Pharmacy Can’t Afford to Make

August 3, 2015/0 Comments/in All, Pharmacy Growth Strategies/by pdsmarketing

 

customerserviceblog-1You may not have had a course dedicated to delivering excellent customer service in pharmacy school, but it’s a critical skill needed when owning and operating a service based business. As an independent pharmacy owner, how you address customer complaints can directly impact your retention rates and ultimately your profitability. The concept of customer service is fairly straight forward, we all want to be treated well when being served as customers. But, actually navigating through unhappy customers, angry vendors, and even disgruntled employees ends up feeling more like a landmine than a day filled with shaking hands and kissing babies. Below are five customer service mistakes that your pharmacy can’t afford for you to make.

Don’t Use Jargon and Expect the Customer to Understand

The vast majority of your customers did not attend pharmacy school. Medical and industry terms might as well be a foreign language to them. Don’t assume that because you understand your instructions, your customers will as well. Train your staff to be mindful of the person they’re speaking to and keep things as simple as possible. A confused customer does not care about anything other than clearing their confusion and solving their problem. Help them do that by being clear, concise and kind when discussing any situation with them.

Don’t Appear Flippant About Your Customer’s Complaint

We’ve all been there, our order was wrong, the item we ordered took forever to arrive, or the movie we wanted to see was sold out, because only one theater was showing it. Running a business is busy, it takes a lot of time and energy and you may hear dozens of complaints each year. Approach each difficult situation with grace and show customers that you really do care and empathize with how frustrated they may be. Simply being human can be the difference between losing a customer and gaining an evangelist.

Don’t Argue with a Customer

The days are long and the weeks are even longer, you put everything you have into your  pharmacy and when a customer tries to discredit that or criticize your hard work, it’s not easy to keep your cool. But, when you stepped into pharmacy ownership, you accepted that you must rise above the frustrations and always put your customers and their business first. There will be a day when someone pushes all of your buttons, don’t let them. Understand that losing the battle today, means winning the war tomorrow.

Don’t Fail to Share Information Internally

Even if your pharmacy is small, it is very possible that your customers will interact with more than one person. Because of this, it’s vital that you create systems that allow for easy and fluid conversation between your team members, especially as it relates to your customers. This could be as simple as utilizing the Notes section in your pharmacy software to provide updates. Customers who feel appreciated by every member of your staff are significantly more likely to remain a customer and refer your services to their friends and family.

As you work to create the perfect experience for your customers, it is difficult to accept that you and your staff may be making customer service mistakes. The list above will help get you on the right track toward removing these common pitfalls from your daily routine and move you even closer to the experience you’re striving for.

For even more ways to help your pharmacy grow, download our free eBook 3 Innovative Ways to Compete in the Pharmacy Market.

 

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