customer
Light bulb moment
In the face of declining customer numbers for traditional pharmacy, Bruce Annabel and Mal Scrymgeour provide 9 tips to keep patients coming back to your pharmacy As a rule, light …
Treat first, then relieve
A lot has changed in pharmacy during the pandemic, however Glenn Guilfoyle says many pharmacies may still not be taking every opportunity to ask patients the right questions After more …
Pharmacy’s COVID ‘high tide’
What will be revealed in pharmacy when the tide finally goes out after the pandemic storm? How should owners react to the changed situation? For many pharmacies, the windfall of …
Strip back to the basics
Recent debate over who is responsible for the short supply of urine strips reveals some truths about health communication in pharmacy, says Glenn Guilfoyle Avid readers of the trade press …
Minutes and seconds lead to dollars & sense
How can you add two and a half minutes to your customer’s experience, and benefit your business? Glenn Guilfoyle explains The Next Level Australian service standard industry data reveals that …
What’s in a name?
Words count. While the saying is ‘talk is cheap’, what you say and how you say it can actually mean a lot, writes Chris Brooker In today’s world we’re being …
Poll: which terminology do you use?
Patients, customers, clients or something else? What is the term you most commonly use to describe those who enter your pharmacy? There has been a gradual shift of opinion within …
I shall not tell a lie
Here are 8 patient fibs pharmacists hate to hear Writing in US magazine Pharmacy Times pharmacist Alex Barker has listed his eight pet hates among the not exactly correct information patients will …
Pharmacy retail ratings released
Discounters lead the way in pharmacy retail satisfaction survey The co-owned My Chemist and Chemist Warehouse chains have monopolised the pharmacy retail honours in the recent Roy Morgan Customer Satisfaction …
The best customer experience
Different indicators give a varied picture of pharmacy customer experience, so which one is right? asks Glenn Guilfoyle A recent edition of the Pharmacy Guild of Australia’s newsletter Forefront featured …
Customer engagement – where do I start?
These days, when a customer enters a pharmacy they expect to be greeted by an experience they can’t get anywhere else, says John Koot. If you don’t give them this …