Picture yourself entering a grocery store. Now think about what happens during your shopping experience that irritates you the most.
Is it a long line at the checkout counter? Is when you aren’t greeted as you enter the store? How about the employee who can’t tell you which aisle the pasta is in?
Everyone has pet peeves that can ruin their customer experience.
Don’t let your independent community pharmacy fall victim to these frustrating habits.
We’ve picked out some of the top patient pet peeves. Avoid them to give your patients a better experience.
Not recognizing patients’ needs
Patients visit your pharmacy looking for different types of shopping experiences.
For example, one patient may want to browse your selection of over-the-counter (OTC) products and consult with a pharmacist.
But another patient may be in a hurry to get what he needs. He’d prefer that an employee didn’t bother him.
The one-size-fits-all approach simply doesn’t make sense.
Instead, observe and listen to what each patient needs, and tailor your approach accordingly.
Uninformed employees
Patients find nothing more frustrating than not getting their questions answered.
Uninformed employees provide bad customer service, which can lead to diminished sales and patient loyalty.
Make sure your employees know your front-end products in and out and are familiar with your store’s layout.
Additionally, have a pharmacist available to answer questions your other employees can’t.
Being understaffed
Proper staffing is vital to running a successful pharmacy.
If a patient can’t get the assistance he needs, there’s a good chance he’ll leave your pharmacy empty handed—and never come back.
Know your pharmacy’s busiest times of day and schedule employee shifts accordingly. You should never be unable to assist a patient due to understaffing.
Neglecting your store’s appearance
When you see your pharmacy every day, you don’t notice the dings on the walls and the sparse shelves. But your patients notice.
Disorganized shelves, broken light fixtures and dust bunnies in the corners will deter patients from visiting your pharmacy.
Make basic upkeep at your pharmacy a priority.
For example, employees should constantly tidy front-end displays. And, cleaning and maintenance should happen throughout the entire store on a daily basis.
A painful checkout experience
Let’s face it. Long lines are annoying. Especially when they move slow.
A long line can ruin a patient’s checkout experience and cost your pharmacy business.
Upgrade your pharmacy’s checkout experience by using an efficient point of sale (POS) system, opening new registers during busy times and offering modern payment methods, like Apple Pay.
Not acknowledging patients
Greet patients when they walk into your pharmacy. It’s a no-brainer.
But you’d be surprised how many businesses forget to say “hello” to their customers. It’s a small mistake that can throw off the entire customer experience.
Acknowledge each patient who walks into your pharmacy to make him or her feel welcome and comfortable.
Nonexistent or hidden price displays
How many times have you considered purchasing a product, but changed your mind when you couldn’t locate the price?
Pricing greatly influences a patient’s decision to buy a product.
If the price is hidden or not listed, patients may decide not to make a purchase.
Display prices where they’re easy to see, and regularly monitor products and shelves for missing or incorrect pricing.
Now your patients will have a better shopping experience. No guarantees on your next grocery trip, though.
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