The Top 10 Things Your Customers Want From a Pharmacy

The pharmacy industry is always changing, and it's easy to get lost in all the changes. To help you keep up with everything that's happening, we've put together a top 10 list of what your customers want from their local pharmacy. These are the things that will make them loyal to your store. No matter if they're looking for customer service, supplies, services, or equipment - they'll find what they need at your store!

1. Caring customer service. Make an effort to make your customers feel like family - literally. You want people to come into your store and be comfortable discussing health issues with you or other staff members (if that's what the customer prefers). They should not be intimidated by any means; instead, they will feel like they're part of your team. This includes having open communication with customers and staff about new products/services offered at the store. They'll want to try them out because they trust you as a knowledgeable source of information on all things pharmacy-related!
   
2. Good selection of supplies and services. Having a variety of over-the-counter first aid supplies, as well as other health and wellness services that your customers will find useful builds loyalty. Imagine the loyalty you'll gain by offering flu shots or weight loss programs! You should also offer alternative supplies like easy-open pill containers for customers that have different needs.
   
3. Organization in store. This means having the technology to help fill prescriptions quickly and safely without making mistakes. You'll need to have up-to-date equipment to ensure this as well. The pick-up process should also be seamless for customers. This can start with something as simple as color-coded baskets.
   
4. Convenient hours of operation and location. Customers will want to know what time the store closes, as well as where it's located. You'll need to have easy-to-find locations that are open at convenient times for your customers. Advertise in local newspapers or magazines; you should also try and get your name out to local doctors.
   
5. "WOW" factor like a drive-through pharmacy window or video kiosk, etc. It's not enough to just have a pharmacy unless you’re the only one in town. You'll need something extra that your customers will appreciate and it will make them return again and again! Convenience ranks highly for pharmacy customers and you want to be the most convenient choice.
   
6. Good prices on all products and services (no hidden fees). Customers want stores that offer fair prices on everything - including prescriptions! Offer generic prescriptions as an alternative to more expensive medications. It should be easy for customers to understand what they're paying for and why, which is why it's important that you take the time to explain your prices when asked about them. Also, competitive coupons are a big deciding factor for some customers.
   
7. Easy refill process. Customers don't want to take time out of their day to go pick up prescriptions at the pharmacy; make it easy for them! Offer online services, text alerts when refills are due, or email reminders so customers can keep track of medications easily and conveniently. Don't forget about patient profiles either (this is where your pharmacy software comes in!). You'll want to make sure all information is accurate and up-to-date.
   
8. Safe, secure storage of medications. Customers want to know their prescriptions are in a safe place before they leave the store! Having an organized system with medication dispensing areas that are separate from waiting/checkout areas will help with this as well. Having the proper seals on medication can be super important as well. Also, make sure you have security cameras throughout your pharmacy and parking lot to keep everyone safe.
   
9. Extras in the store. Customers will also appreciate having other items available in your store that they may need. Have fun with these extras - make sure there's something people can come into your pharmacy for even if they don't need their prescription filled! Candy, coffee, or household supplies are easy items to keep in stock. You may also want to provide services like faxing, printing, copying, and notary.
   
10. A welcoming environment. Clean and organized is a must, but you also want to make your pharmacy inviting. You want people to feel comfortable in your store and with the staff. Have clean, bright stores that are nicely decorated for holidays or other events/periods of time during the year (i.e., back to school). Some pharmacies have also now begun offering private consultation rooms for customers who prefer to talk to a pharmacist privately.

These are just a few of the things that can help your pharmacy stand out amongst the masses and gain loyalty from your customers. How well pharmacies deliver on convenience, prescription filling, and pharmacist/pharmacy staff engagement have the greatest impact on overall satisfaction with customers’ primary pharmacy, according to a Pharmacy Satisfaction study.

Your customers want to feel valued by you and the services your pharmacy provides. Make it easy on them and make them feel like family. It will take time to build up a community but if you provide the 10 things we discussed, it won't be too long before you have a bustling pharmacy of loyal customers.