Vegetables, timber and automobiles
February 10, 2014
IMAGINE you’ve just bought a
new car. It looks great. It’s shiny,
it’s got buttons. But it costs you
money, even if it’s standing still.
Then you’ve got to register
it, insure it, but it still won’t go,
even if you turn the key, because
all of that is for nought without
fuel.
In that sense, cars are a lot like
staff.
Our awareness of that
underscored how we approached
our innovation in pharmacy.
We realised we had to help
Pharmacy to get the best from
their people, so we created an
approach that didn’t just train
and inform, it does that and
two far more powerful things, it
engages and rewards.
Let’s face it, pharmacy
personnel are hardly highly
remunerated.
Yet, invariably, they have as
much or even greater influence
as you on customer engagement,
outcomes and sales.
But just expecting them to do
so isn’t going to cut it and history
proves it doesn’t.
Giving them the reasons to
get involved, the reasons to
engage with customers about
their health, the reasons to start
a dialogue beyond “nice day”, is
absolutely paramount.
We see it daily in the way
pharmacy personnel respond to
the carrot a whole lot better than
a stick.
This week’s
contributor is
Anthony Huxley,
Managing
Director of
Covad.
The above article was sent to subscribers in Pharmacy Daily's issue from 10 Feb 14To see the full newsletter, see the embedded issue below or CLICK HERE to download Pharmacy Daily from 10 Feb 14
