8. Create Value at the Register
Position items that demonstrate a commitment to “treating the whole patient,” such as tissues, hand sanitizer, and vitamin C near the pharmacy counter. This can illustrate that your pharmacy provides comprehensive care beyond filling prescriptions. It also anticipates ancillary customer needs, creating convenience, and reinforcing the relationship between pharmacist and patient.
9. Schedule Surge Support
During the times of the day or week or year that increased traffic is expected, pharmacies should increase the number of experts that are available to work with patients. By having extra staff on hand, wait times and customer frustration will be limited. Anticipate surge events, such as the beginning of the year when health insurance plans change and people need help. Scheduling additional support will build loyalty with customers who know they can receive help in a timely manner.
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10. Carry Products that Appeal to Your Customers
Sometimes, patients will ask a pharmacy to carry certain products—something especially true in ethnic communities that may look for products that meet their specific needs. You may want to include a Kosher foods section or a section with Latino or Asian products if your customers might be looking for such items.