Why is this important for your pharmacy?
Why is this important for your pharmacy?
Putting customers first in all transactions is important to help retain their business and provide a good service. Proactively understanding your customers' needs can be difficult, but having an awareness of the characteristics of different customer groups and what motivates them can help.
Standards for pharmacy professionals
Standard 1 of the GPhC pharmacy standards for professionals states that pharmacy professionals must provide person-centred care.2 Although these standards are aimed at them, all the team have a role in supporting the delivery of person-centred care by understanding each individual's needs.
What could this mean in relation to our customer types?
Click on each image for some suggestions
'Every contact we have with a customer influences whether or not they'll come back. We have to be great every time or we'll lose them.'Kevin Stirtz (Author: More Loyal Customers)
Assured quick-fixers
They may be well-informed from their internet research. Acknowledge this in your discussion but also check they have formed the right conclusion. If they want to use online information, direct them to quality healthcare websites.
Anxious investors
Understand how they want to use products to keep themselves well. Be aware of the potential health benefits of natural products. Be familiar with how you can support customers looking for advice on healthy lifestyle and foods.
Reference 2: www.pharmacyregulation.org/spp (Accessed Sep 2018)