Increasing revenue by getting people in your door is one of the biggest challenges of any business. Getting people to come back again is an even bigger challenge which can only be solved by delivering extraordinary customer service that large chain pharmacies can’t provide. Want to know more about how you can deliver exceptional customer service and improve patient satisfaction? Here are five tips:
1) Be helpful
For example, when someone walks into your pharmacy looking for a product that you don’t carry, do everything possible be helpful and direct them to a store where the product may be available. Even if you are sending business to your competitor this time, this person will remember your recommendation and willingness to help next time. They’ll be back to see because of how helpful you were last time. Never underestimate the power of being friendly and helpful to your potential clients.
2) Listen before you speak
Whenever a customer comes into the store, always take the time to listen to him or her. It doesn’t matter whether they’re asking you about one of their prescriptions or they just want to tell you about their day. It may not seem like much, but people appreciate when you listen.It can be frustrating when a customer asks the same questions over and over again, and it may be tempting to talk over them to get your point across. Instead, listen to what your customer is asking and find a way to answer it in a way they understand. It takes a bit of patience and practice but listening more than you speak goes a long way in providing excellent customer service.
3) Show your appreciation
Appreciation is an important element of customer retention and can be done in several ways. Whether you are implementing a rewards program or saying thank you as your customers leave the store, it’s important to show how much you appreciate their business. Consider sending birthday cards or cards that mark the anniversary of the day they made their first purchase at your store. Regardless of how you express your appreciation for their business, it’s the thought that counts and showing you care will go a long way.
4) Ask for feedback
While your customers don’t always tell you about their negative experiences, you should take the time to ask them how things are going before it is too late. Providing an opportunity for your customers to give feedback is an excellent way to improve your service. Customer satisfaction surveys (feedback cards, email surveys etc.) will help you identify areas that need improvement and will also let your customers know that their opinion is valued.
5) Go the extra mile
If you want to set yourself apart, you need to be willing to go the extra mile for your customers. If it means delivering prescriptions for customers without a car, compounding a medication, or special ordering a product, do whatever you can to make sure your customers have a memorable experience every time they walk into your pharmacy. Your customers will appreciate the extra effort, and it will never go unnoticed. A personal touch will always keep customers coming back time and time again and will create a positive and lasting impression in their mind. Providing extraordinary customer service doesn’t take a lot of time, but it does take some effort. By following the five tips above, you will stand out from the crowd and compete with the national chain pharmacies in your town.Looking for more ways to stand out in the pharmacy marketplace? Download our free eBook, 3 Innovative Ways to Compete in the Pharmacy Market