In the April 2019 Pharmacy Bulletin I talked about ditching the mum and motherhood statements in writing a Mission/Service Statement. Here is a case study as an example… A progressive, medium sized, neighbourhood shopping centre, branded pharmacy recently shunned its brand’s mission statement as meaningless and set about articulating its own.  Why?  This particular […]

The truth about open vs closed questions…..and the application in health customer conversations. A recent AJP Daily article posed the question, “What error makes up 10% of incidents reported to PDL?” Advice offered in this article includes ……… “Open questions, as opposed to closed, should always be used and are designed to draw information from […]

In recent bulletins I have outlined the notion of the total engagement ; complete solution conversation customer experience and the types of service models and skills required to successfully execute such an offer. This month I would like to cascade the imagery of this customer experience down to granular levels to assist in the understanding. […]

“Mary” (a pseudonym) is employed as a “forward” pharmacist at Upper Utopia West Pharmacy (another pseudonym!). In her heart and mind, she perceives herself as a “forward” pharmacist, believing that her best value to her employer is in engaging with customers at the service counters, offering health advice and solutions. Not processing scripts in the […]

  Too often when I ask an owner to have a look at their mission/vision statement, if they have one, it will often be a hand-me-down from their brand or group head office.  Straight away, it is by definition going to be generic.  Secondly, it will often be replete with “Mum and Motherhood” statements about […]

Maybe you are switching brands…moving premises…gearing up for a significant refit and investment. Maybe you have dusted off your original sketches, looking to see the degree to which your current design and configuration meets your current service needs. Any of these scenarios, and more, should lead you to take a step back and think deeply […]

I would like to remind you of a consultation model I have developed to underpin a wholly different type of conversation at the health customer serving counters. A conversation, led by the dispensary team member that expands the typically narrow perceived customer need to a broader, more complete health consultation. Why is this? Now I […]

    Readers of the trade press over recent months will have had the opportunity to digest the nine pathways espoused in CP2025.  One of which describes the importance of improving business operations and in particular, observing workflows and reviewing procedures to look for opportunities for improvement.  In considering how you might apply this to […]

“Sell the benefits not the features!”…..but are you REALLY making the emotional connection? Selling features-advantages-benefits has been around since Noah came off The Ark. Most folk in retail pharmacy seem to at least be aware of this concept. But couching the benefit in a way that truly and uniquely connects to the customer’s emotional reality […]

To diagnose ……….. or ascertain the root cause of the patient’s condition? Tautology?  Most likely, yes.  That said, there seems to be quite a dichotomy in the thinking around the pharmacist’s role in “diagnosing” in the retail pharmacy setting.  Which seems curious given the apparent inexorable trend towards pharmacist prescribing functions and role in minor […]