Retail Therapy – God is in the Details

HERD Pharmacy division offers a wide range of goods other than medications and health products that are all offered at retail pricing. The expanding workforce is provided with training, business information and advice as to how to go about making sales that hit the roof. The recent Maha Bachat Mela at the pharmacy located at Khamla is a case in point. Newly set up a few months back, the team needed to build up a retail customer base.

We have learned it along the way that retailing cannot be looked upon at, on an as-is-where-is basis. Proactive customer service to create a positive retail customer experience is going to be vital for establishing presence in an open market. And completion is right across the street and everywhere. This is why the focus has always been on a coherent and practical retail service model that would differentiate us from the others.

The sales staff at the front-end and back-end as well as from management level from top to bottom follow the essentials to help deliver exceptional customer service experience. We continuously drill the minds of our sales staff to exert themselves to befriend and convert customers who walk in through the door. Our salespeople have been ingrained to not just inform but also inspire, educate, and instill confidence in them so the next time round they want to walk in for another wonderful shopping experience.

We do not allow disengaged employees because such will become risky propositions. What we aim for is that when a customer walks in our sales staff should push himself/herself out of their comfort level. Whether they want general medicines, cosmetics, or a health product sales staff should be helping them make their purchases in a manner that will make them return back for more shopping later.

So how do they do it? Staff puts on a supportive attitude and encourages shoppers to try out new things apart from what they actually came in to buy. Overtime they have been trained to learn how to form customer-centric relationships. Offering the team members a certain leeway to chat up with clients, we know for sure this little bit of extra time acts as a fillip to approach and engage often times with total strangers!

New shoppers who venture into the store are happy about the exceptional experience. They are instantly at ease with the friendly atmosphere, attitude and manners of the attending staff. Soon in good time we hope to make them regulars. The Maha Bachat Mela held last week brought in very many new customers. The success of the three day event makes us plan for more such events on occasions.

HERD Pharmacy has been offering very simple concessions to drive home the point that we mean business. The one way in which we engage with them is over the counter or through a call to engage with them and assist them make their purchases. Simple gestures and free home delivery is to really attract them to respond to our customer service. We follow the simple dictum – make the customer happy.

Staff has been trained to employ measures that ensure a few norms in place. Like for instance greeting customers in a way that makes them want to buy and keep coming back. We pay attention and let repeat customers know that we recognize them. Anything goes to start a conversation – politics, cricket and the weather! And a bit of conversation is always good to set the ball rolling.

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