Learning to Help Customers Part II

Every have an incident when a formula or product is out of stock or manufacture for a bit. I had this happen. A badly needed formula was offline for a short time. The infant in need didn't know this. All the infant and parent knew was the need was present.

What might you do? Turn them away and say it isn't your problem and there is nothing you can do? You are too busy to help them?

I know you are busy. Try this next time.

I am backed up now but I promise to check into to the best of my ability tonight and in the next day. I do not promise I can come up with anything but I will do my best. Mean time you do keep trying.

I had a patient that needed formula. The doctor was at his witts end. Imagine the parent. Think how you might feel. I always tried to practice pharmacy as if I wanted to be treated or might treat my family. If it were your child you would be going crazy.

I admit that my volunteering gave me access to more resources and ideas in these areas. The doctor and mother were amazed when I came up with about six weeks of formula and for free.

How did I do this? I called Skyline Urban Ministries, a food pantry where I volunteered. I asked if the Director could help me locate the formula. He did. He called around and found some at Presbyterian Urban Ministries.

The doctor and family were patient for life. Why do I go the extra mile? I guess it is in my nature. Why do I share this here? To show it doesn't take that much extra do a little more for you customers. I really was taught to use the term patient above customer.

Remember treat people like you want to be treated, you want your family taken care of and you will be one of the better pharmacist around. I firmly believe this will build your business more than prices or gimicks. Read the "Little Red Sales Book." Gimicks may get people in but it takes quality to keep a customer.

Learning About How To Help Customers

One time long ago a young couple had a bounced check. I knew they had only bounced one check in their lifetime. Yet, the store manager would not overide the check. This bothered me because they had done it for others that bounced checks many times.

The young couple had moved into another apartment and the deposits were the cause of the bounced check. This was when Ceclor was brand name and expensive. Their young baby had a severe ear infection. It was a choice between diapers/formula or ear infection medication.

I had learned that working in a small town and for a grocery store, most towns had a ministerial allliance committee. Basically, an interfailth council that adminsters funds for cases such as this.

I called them and asked them if they might cover the medication or part of it. The couple said they could pay for half if someone might cover the formula. I had also learned that that the group had a charge account at our store.

The end was the the alliance paid for the formula and diapers. The couple paid for half of the medication. This was all they could afford until pay day. I never understood why the store manager wouldn't overide this check when he had done it for others that bounced checks numberous times. I had almost paid for half of the medication myself. I had done this many times before.

Bottom line, pharmacists can go beyond to help their customers if they are willing to learn about things.