When a customer walks into a pharmacy, they aren’t just seeking a remedy, they are looking for quality connections and engagement; with this in mind, the Pharmacy Guild of Australia has invited back UK-based pharmacy change expert, Glen Savage, to speak at APP2016.
Focusing on connecting with pharmacy customers, Savage will discuss how owners and managers can increase their customer return rate and their bottom line.
He will offer insights into creating quality customer interactions, with the aim of leading to greater customer engagement and ultimately improved business results.
“Pharmacy customers often have unique and sometimes specialist needs, so a one-size-fits-all approach does not work,” Savage says.
“Recognising the tell-tale signs of how customers think through what they do and say can help you connect with them.
“A deeper understanding of how people think, what their motivations are, and how that impacts what they need, allows a pharmacy team to develop a powerful connection with the customer.
“The customer feels heard and understood, emotions subside, a relationship builds, the customer is satisfied and they will return to your pharmacy,” he says.
Mr Savage has more than 38 years’ experience in the pharmacy industry, including owning a Brisbane pharmacy and working with British Pharmacy group, Alliance Boots.
In addition, he is a qualified business coach; an NLP Master Practitioner; a member of the Association for Coaching and the Royal Pharmaceutical Society of Great Britain; a qualified levels A and B psychometrics practitioner; a psychotherapist; a hypnotherapist; a LAB profile practitioner; and pharmacist.
Savage will present at APP2016 on Sunday 20 March at 11am.
APP2016 will be held from 17-20 March 2016 at the Gold Coast Convention and Exhibition Centre. The conference will feature an exciting line-up of over 70 international and Australian speakers, covering topics from cutting edge industry issues and clinical updates to finance and business management.