The counter experience.
WHAT CUSTOMERS WANT
The product they need, available Correct advice To be treated with discretion Reasonable price Quick service
WHY AVAILABILITY DOMINATES
A pharmacy without the item sends them elsewhere, and they may not return.
WHAT TO ENSURE
That common items never run out.
HOW
Reorder points, set from actual sales rates.
WHAT TO DO WHEN AN ITEM IS UNAVAILABLE
Offer to obtain it, with a time Suggest an appropriate alternative, where the pharmacist can Direct them elsewhere if urgent
WHY DIRECTING THEM ELSEWHERE BUILDS TRUST
It demonstrates that their need comes first.
WHAT TO TRAIN
Greeting promptly Knowing where products are Recognising when the pharmacist must be involved Handling sensitive requests without comment
WHY THAT LAST POINT
Discretion is what brings people back.
WHAT TO ESTABLISH ABOUT QUEUES
How waiting customers are acknowledged How dispensing and retail sales are separated
WHY SEPARATION HELPS
Retail customers should not wait behind dispensing.
WHAT TO DO ABOUT REPEAT CUSTOMERS
Recognise them, and know their regular items.
WHY
It is what a pharmacy can offer that larger operations cannot.
WHAT TO CONSIDER
Reminding patients on long-term medicines before they run out.
WHAT TO MEASURE
Out-of-stock occurrences Complaints Whether customers return
