As an independent pharmacist the customers are the lifeblood of your business. You have some clients who are the reason you like to head off to work every morning and a smile pops on your face every time they walk through the door, others, not so much. Customers who are just annoying or abrasive […]
As an independent pharmacist the customers are the lifeblood of your business. You have some clients who are the reason you like to head off to work every morning and a smile pops on your face every time they walk through the door, others, not so much. Customers who are just annoying or abrasive are things you can deal with, and lots of clients are dealing with painful, stressful, health care issues that would put anyone in a sour mood. Occasionally though there may come a point where the customer crosses the line, and where it best both for your staff and your sanity to let a customer go.
We have been running Paulsen’s co-currently with the marketing firm for the last month, and today the time finally came for us to decide it was in both ours and the customers best interest to go our separate ways. He had been in the store multiple times make a scene when waiting for meds, and finally crossed the line and damaged some merchandise as well as really upset a tech, so for the good of all we need to make sure he isn’t back in the store. Here are some best practices for doing that.
- Explain clearly why this is happening
- Make sure you are not violating anyones civil rights, including the client you are turning away
- Help the customer find another pharmacy that will be a better fit for them than yours
- Debrief all your staff on why this occurred. You may have staff who weren’t there and may not know all the details.
Make sure you are not doing it for petty reasons. People have bad days, and some people are just curmudgeonly, or maybe just flip out once. If it is an ongoing drain on the staff though, the best thing is to help the client move on with kindness if possible, but in a stern manner.
Now that you fired that customer you need to make sure you find a good one to replace them. For more info on that you can check out this blog we wrote on finding your best customer last month, might have some things you can use if you didn’t catch it the first time!