How do your patients feel when they visit your pharmacy? Do they fill their prescriptions with a smile—or is it just another errand they want to cross off their list?
It’s up to you to make sure your patients feel special, and that they know you appreciate their business. These actions will contribute to a positive customer experience, loyal customers and strong word-of-mouth for your pharmacy.
Here are five ways you can show your patients that you appreciate them. Incorporate these tips into your pharmacy and you’ll likely notice stronger relationships with your patients and more repeat customers.
1. Make patients feel important while they’re in your store
Treat your patients like celebrities from the moment they enter your pharmacy. Greet them with a smile and by name. Get to know them so you can recommend products based on their needs. Make their trip to your pharmacy extra special by handing out coffee, donuts or other treats a few times a month.
And, give your pharmacy a community feel with small touches, such as a community board, where you can post events or highlights from around town. Your patients will feel special each time they see themselves or their loved ones featured.
2. Make patients feel important when they’re not in your store
Don’t let your patients think you’ve forgotten about them between visits. Stay top-of-mind with patients by finding ways to show you appreciate them outside of your pharmacy.
Celebrate important events, like your patients’ birthdays. Send them a note (and maybe a coupon) for their special day to make their experience more personal. You could also feature patients on your website or social media profiles by honoring a “customer of the month” or by telling a story about a patient’s experience in your pharmacy. All with their permission, of course!
3. Value patients’ feedback
Giving your patients a voice is a great way to show that you value them. Provide them with as many avenues as possible to give feedback and to make suggestions. You could solicit their comments in-person, place a comment box on the counter or encourage feedback on your website and social media pages.
And, don’t forget to follow up! Responding to patients’ feedback is just as important as accepting it. Answering a complaint is an especially good opportunity to show your patients you care about their experience in your pharmacy. You could even display comments and testimonials publicly on your website and in your pharmacy, along with your responses, to show that you’re dedicated to perfecting the patient experience.
4. Start a loyalty rewards program
If you don’t already have a loyalty rewards program, implementing one is a great way to show your patients you appreciate their business. It also encourages them to keep coming back. (Here’s more information on how to create a successful loyalty rewards program.)
5. Give back to the community
What better way to show your patients you appreciate them than by giving back to the community they live in? Sponsor a Little League team or visit local schools and employers to show that you’re committed to your patients’ well being beyond when they’re in your pharmacy. (Need ideas? Here are some ways to get involved in your community.)
Build a culture of customer appreciation in your pharmacy, and you’ll build a customer base of loyal patients along with it.
