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 […]

Stripped of urine strips?  Carpe diem!   Avid readers of the trade press will have doubtless seen coverage over the past month or so surrounding the short supply of urine strip products.  And the connection between this and “fad” dieters who are buying them up, denying diabetics in greater need.  One such editorial urged pharmacists […]

The Next Level Australian service standard industry data reveals that the average script customer stands (or sits!) disengaged, waiting for their script to be processed on average for 2m 32s.  And this stat accounts for the fact that 52% of them choose the inconvenience of making two trips to the pharmacy, punctuated by a trip […]

Amanda Seeto – Community Pharmacist and Pharmacy Owner; Branch Committee Member and Professional Practice Pharmacist, The Pharmacy Guild of Australia, Queensland Branch with Glenn Guilfoyle – Principal, The Next Level   Part 2 From conversation to conversion: Seamlessly linking the supply of advice to the supply of  medication In the first article of this two […]

Amanda Seeto – Community Pharmacist and Owner; Branch Committee Member and Professional Practice Pharmacist, The Pharmacy Guild of Australia, Queensland Branch with Glenn Guilfoyle – Principal, The Next Level Seamlessly linking the supply of advice to the supply of a medication A common presentation to my pharmacy is a customer holding a wad of prescriptions, […]