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3 Important Tips for an Excellent Pharmacy Drive-Thru Experience
Posted By:  Bill Sieber
Friday, June 8, 2018

The impact of technology in healthcare is immense, and every day, technological breakthroughs are revolutionizing the health industry. Modern technology has completely changed the organization and structure of the medical field.

Like healthcare, technology has also improved the pharmaceutical industry and now independent pharmacies have improved customer satisfaction by providing drive-thru experience. However, the drive-thru window can sometimes create problems for customers. Short-tempered patients and those in a hurry can drain the staff working at a pharmacy and create problems for other patients. If the needs of patients are not met, there’s no point of having a drive-thru pharmacy.

We’ll present three keys to perfect the drive-thru experience of customers.

1. Lane-side Manners

Many customers use drive-thru primarily to save time, but this doesn’t mean that you should compromise friendly behavior for the sake of swift service. An amicable and accommodating attitude is a must when working to provide unrivaled customer service.

In rush hours, the staff should control their emotions and interact with customers in a friendly manner to reflect a positive working environment and provide excellent customer service. If your pharmacy staff treats each customer with respect and satisfies their needs, it will reinforce loyalty and help in building lifelong relationships.

2. Managing Drive-thru Speed

The purpose of a drive-thru is to provide faster service to customers and upholding this promise is essential if you wish to maintain strong relationships with customers. An advanced payment system that holds and recalls payment information of every medicine shortens the time at drive-thru. If your pharmacy doesn’t have this system, it is essential to have it developed to stream line the drive-thru experience.

While pharmacists should give high importance to interacting with customers, it is important to remember the ones who are waiting for their turn. Sometimes customers have questions and require extensive assistance, so to keep the line moving, they should be politely called in for clarifying their queries. This will ensure that there are no delays and customers can receive their medicine without waiting too long.

3. Customer Feedback

An effective way to ensure customer satisfaction is by asking them how well you’re doing. You should provide a platform to speak where disgruntled customers can voice concerns while happy ones can share constructive feedback. Another option is to use surveys that are not only cost-effective, but also give you an idea about what must be done to improve customer satisfaction. Often, customers don’t like to fill up surveys, so you should include a discount coupon with it that prompts them to complete the survey.

Through survey, you can find out if some customers have had a bad experience, and to ensure that they return to your pharmacy, you can call them and apologize for not meeting their expectations.

If you wish to improve customer satisfaction, it is important to follow the above-mentioned tips. But in addition to these tips, you should also have top quality drive-thru products to address the specific needs of customers. Meeting the needs of customers should be your No #1 goal and to achieve that, quality drive-thru products are important.

If you’re looking to improve customer satisfaction and wish to get your hands on pharmaceutical drive-thru products, get in touch with Bavis.


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