On average, it takes eight to ten times as much to get a new customer for your pharmacy as it does to keep one. It is also a fact that your best source of new revenue is from your existing customer base. Considering these two facts, please dedicate some time to consider how you can better serve those who already trust you for their care.
My recommendation for you today is to gather your staff and ask them how your pharmacy can do a better job of keeping your current patients and how you can make sure they know about your other products or services that will benefit them. From your staff input, and the list below, I challenge you to pick three methods to improve retention and increase revenue to leverage your most precious asset, your existing customer base.
Keeping current customers satisfied and loyal is crucial for your success. Here are some idea starters to help you achieve this:
Excellent Customer Service: Your “brand” is created in many ways, and one of the most important is making your patients feel appreciated. This is accomplished by greeting patients warmly, addressing their concerns promptly and offering personalized assistance. Train staff to be knowledgeable, courteous, and empathetic towards patients and reward them when they are.
Convenient Services: Make it easy for patients to do
business with your pharmacy by offering time-saving services such as drive-thru pickup, online prescription refills, home delivery, and curbside pickup options. BONUS IDEA: If you’re currently delivering medications, use door hangers to promote your pharmacy. Have your driver put door hangers on three houses to the left of your delivery and three to the right. Reach back to me if you’d like the most effective messaging to be included on your door hanger.
Loyalty Programs: Implement a loyalty program that rewards patients for their continued patronage. Offer discounts, coupons, gifts or other incentives based on purchase frequency or total spending.
Medication Adherence Support: Offer medication adherence support services, such as Med Sync, refill reminders, and counseling on proper medication use. Help patients understand the importance of sticking to their treatment regimens.
Follow-Up and Communication: Follow up with patients after their visits or medication pickups to ensure they are satisfied with their experience and address any concerns they may have. Maintain open lines of communication through phone calls, emails, or text messages.
Community Engagement: Engage with the local community through outreach events, health fairs, and educational seminars. Demonstrate your commitment to community health and wellness.
Feedback Collection: Regularly solicit feedback from patients about their experiences with your pharmacy. Use surveys, suggestion boxes, or online reviews to gather input and identify areas for improvement.
Med D Reviews: Help patients and caregivers navigate through the confusing process of Medicare Part D Open Enrollment season by offering personalized Medicare Part D reviews.
Specialized Services: Offer specialized services that cater to the unique needs of your patient population, such as compounding, immunizations, durable medical equipment (DME), diabetic support supplies and education or medication therapy management (MTM).
Building Relationships: Build strong relationships with patients by getting to know them personally, remembering their preferences, and acknowledging important milestones such as birthdays or anniversaries. Try a personalized direct mail campaign to connect with your loyal patients, click here to learn more.
“Revolve your world around the customer and more customers will revolve around you.”
–Heather Williams
By prioritizing customer satisfaction and implementing three new programs, your pharmacy can cultivate loyal relationships with your current customers, leading to increased retention and long-term success.
