Creating a good impression
Creating a good impression
Often, you may not know whether a customer has had a good shopping experience. Not all customers complain - many simply vote with their feet and shop elsewhere. Aiming to create a good experience for every customer is about trying to meet his or her expectations. A good first impression will encourage customers to return, establishing a loyal customer base. Click the boxes to find out how you can help to create the right impression.
Welcome
Is the pharmacy a welcoming environment? Think about appearance and ease of access. How are customers greeted? Are they offered a basket? Customers may be tempted to spend more with a basket.
Products
Is there a good range of products stocked? Are the shelves clean and well signposted? Is your team confident to recommend the products and give associated healthcare advice? Are you familiar with current trends and recommendations?
Feedback
Are customer feedback questionnaires and responses used to make changes? Are you aware of the online presence of reviews for your pharmacy - is this checked? Are there any comments in the reviews on the NHS direct website that need addressing?
Recommendations
Are product recommendations clear? Is the customer made aware of product features and benefits? For example, 'I recommend using this for your hayfever. It is a once daily tablet that can give symptom relief.'
Advice
Are customers given appropriate advice? Do the team all know when to refer to you? Spend time listening to customer consultations and giving feedback to the team on the advice that they give.
Service
This includes handling transactions politely, offering to order or source products a customer is trying to get hold of, thanking the customer at the end of a transaction, using appropriate body language and tone of voice, and asking questions appropriately and sensitively.