A patient walks into your OTC aisle, looking lost, face perplexed. You notice, and step out to greet them; not out of obligation, but rather personal curiosity.
“Can I help you find something?” you ask.
They reply with a problem and need, which you are able to dissect and unravel mentally. Little did they know who they were dealing with.
You smile as you carefully diagnose the problem out loud, carefully choosing your words to establish empathy and understanding.
Then you reassure this customer that you are the Service Champion, the soon-to-be subject matter expert of whatever they have questions about.
Your calming, yet confident, tone of voice, coupled with strategic inflection engages their mental faculties. You’ve got this patient hooked on your service pitch now.
At this point, they are nodding after each sentence, hanging onto every last word you say. This is how you sell ice to an Eskimo.
“If there’s anything else you need, please don’t hesitate to ask. I’m Mr. Corporate Pharmacist.”
“Thank you SO MUCH for taking the time to help me,” they say.
You understand what they really meant:
“Thank you so much to the pharmacist for caring about me, understanding what I’m going through, and making me feel special today.”
– Anonymous Guest Survey
Business Tips for The Corporate PharmD[sta_anchor id=”biztips21″ /]
- Patients appreciate a pharmacist who takes time to step out into the aisles
- Patients waiting impatiently in line will appreciate their turn with the coveted pharmacist
- Building rapport with patients enables us to better impact and influence their healthcare
- In order to influence someone, you must first be influenced by them