In this episode of the "Calm the Pharm" podcast, host Sarah Stoddart explores the concept of service delivery through her experiences during a trip to Japan. She emphasises the importance of not just the transaction itself, but also how that transaction is presented and delivered to the customer. Drawing on her observations, Sarah provides insights that can help pharmacy businesses enhance their customer interactions.
Sarah begins by highlighting that service delivery involves more than just handing over a purchased item. In her encounters in Japan, she observed that retailers treat each transaction with great care and respect. This attitude transforms a simple exchange into a memorable experience for customers. Key to this approach is the way items are handled during the sale process, reinforcing a sense of value in the transaction.
One particular experience at a shop called Strawberry Mania stood out to her. After ordering a piece of strawberry sponge cake, Sarah expected a straightforward transaction. To her surprise, the presentation and care taken with the packaging were exceptional. This experience prompted Sarah to reflect on how similar principles can apply to pharmacy businesses. She suggests that pharmacy owners assess their own service delivery processes. Are they simply sliding prescriptions across the counter, or could they incorporate thoughtful touches to enhance the overall customer experience?
The podcast episode serves as a reminder that excellent service delivery isn’t necessarily about spending more money, but rather about investing time and thought into how customer interactions are managed. By adding a touch of care, pharmacies can create a more positive and memorable experience for their customers, ultimately strengthening their business relationships and brand reputation.
Calm The Pharm is brought to you by your host, Sarah Stoddart. Sarah is the founder and director of Vitality Law Australia, a boutique law firm which provides small business owners and healthcare professionals across Australia with clear legal pathways and peace of mind. She is recognised as a leader in the healthcare industry and is one of only a few lawyers in Australia with specialist experience working with pharmacy businesses.
In 2021, Sarah was named the Lawyers Weekly Women in Law Australian Sole Practitioner of the Year. She was also named as a finalist in the AusMumpreneur Business Awards. In 2022, she was named as a finalist in the Women in Business Awards for The Hills and Districts Chamber of Commerce, the Australian Law Awards and again in the Women in Law Awards.
Sarah is the co-author of business book, “Courage and Confidence”. The book is a collection of inspirational stories combined with practical tools, tips and advice written by a small group of Australian women in business. She is also a non-executive director of MS Queensland.
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