POS POV
The Retail Management Solutions Point-of-Sale Point-of-View

Building on Trust for a More Successful Pharmacy

Posted by Karen Deckard on Thu, Feb 02, 2017 @ 07:00 AM

In 2016, pharmacists were once again labeled as the second most trustworthy professionals. Further proof that people in general understand the same things that we at RMS, and pharmacists all over the country, do. Pharmacies are more than a pit stop for prescriptions.    

This article takes a closer look at the reasons that consumers place so much trust in pharmacies.  While nothing here may be news to a pharmacy with staff that understands their innate value to patients, there are some key facts that can help you elevate your pharmacy to the next level.   

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Tags: pharmacy, frequent shopper, customer loyalty, pharmacy pos, Ortho Molecular Products

Pharmacies: Things you Need to do Now Promote Small Business Saturday - Nov. 26

Posted by Mike Gross on Mon, Nov 14, 2016 @ 08:44 AM

In under 2 weeks, American Express is once again promoting Small Business Saturday.  Why is this important to you?  Last year, retailers saw 95 million shoppers on Small Business Saturday.  $14.3 Billion is spent on Small Business Saturday.  You're going to be open anyway, so why not promote it and get your piece of the action?

How? Spread the word in your community.  Run some specials.  Merchandise some impulse items at your point-of-sale counter.  Display holiday gift items on your end-cap displays.  

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Tags: pharmacy, pharmacy point-of-sale, frequent shopper, customer loyalty, OTC, Pharmacy Profitability, pharmacy pos

The Key to Repeat Pharmacy Business

Posted by Karen Deckard on Mon, Jul 11, 2016 @ 12:12 PM

If a new customer walks into your pharmacy today for the first time, what will happen?   Will the transaction be like any other or will an effort be made to turn this first time customer into a returning customer?  

Having a new customer walk through the door is, without a doubt, a victory.  Attracting anyone's attention with all the noise in the world is tough.  But that first step in the door is only half the battle. The second half?  Keeping that customer's attention long enough to create a loyal, returning customer.

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Tags: pharmacy, frequent shopper, customer loyalty, customer service

3 Easy In-Store Marketing Hacks to Use in Your Pharmacy this Fourth of July

Posted by Karen Deckard on Thu, Jun 23, 2016 @ 09:00 AM

Next weekend, a lot of people will be packing up and hitting the road over the long 4th of July weekend.   Your customers will be on their way to camp grounds, festivals, and family gatherings.  Which means over the next week, they’ll be stopping by the pharmacy to refill prescriptions and hopefully grab some other things they might need, like bug spray, sunscreen and basic first aid necessities. 

Whether your OTC offering is large or small, you can probably benefit from a few last minute marketing hacks to try and boost sales leading up to, and through, the holiday weekend.  Luckily, we’ve published a number of ideas over the past couple of years.  But since time is of the essence,  here’s a quick summary of a few of our favorite easy to accomplish (and inexpensive) in store marketing concepts.

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Tags: pharmacy, frequent shopper, customer loyalty, incentives

How to Act on Inspiration to Improve Your Pharmacy

Posted by Karen Deckard on Thu, Apr 14, 2016 @ 07:00 AM

On Monday, I shared some quotes from Mark Cuban.  They’ve definitely been food for thought for me all week long.  But liking these sentiments and actually taking action on them are two very different things.  How does one even go about it?  The answer is never going to be simple, but there are ways that you can start to move forward with some things that will make your pharmacy better.  Let’s talk a little bit more about each of the quotes I shared and how you can used technology to make it happen.

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Tags: pharmacy, mobile pharmacy pos, frequent shopper, pharmacypos, employees

5 Ways to Optimize the Space on your Pharmacy Receipts

Posted by Karen Deckard on Mon, Feb 22, 2016 @ 09:43 AM

With very few exceptions, customers that walk into your store all walk out with at least one thing in common.   Their printed receipt.  And whether they file it, crumple it in the bottom of a purse, or put it into their back pocket, chances are that they will see this receipt again. 

The receipt you give to your customers can be more than just a record of the purchases they made at your pharmacy.   You can utilize the space at the top and bottom of your receipts by customizing the messages printed there.  Use your Pharmacy POS system to easily update this information anytime.  Here are a few ideas for information that you can print on your receipt headers and footers.

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Tags: pharmacy, frequent shopper, customer loyalty, incentives, pharmacypos, pharmacy pos

4 Ways your Pharmacy Can Make the Most of Small Business Saturday

Posted by Karen Deckard on Thu, Nov 19, 2015 @ 07:00 AM



At RMS, our world pretty much revolves around community businesses.  Specifically local pharmacies.  Whether you operate a small apothecary pharmacy, a large retail pharmacy, an independent chain or hospital outpatient pharmacy, we believe in keeping it local and working together to win out over box store competition.  

That’s why on black Friday, you won’t find me fighting the crowds for the best deal.  I’ll be sitting at this desk just like any other Friday. (Although fair warning... I will be fighting off a food coma) The Saturday following Black Friday, however, is another matter.  That’s because the day after black Friday is officially designated as Small Business Saturday.  An event meant to promote and encourage holiday shopping at local independent businesses.

I first wrote about Small Business Saturday in 2014.  And the phenomenon has only grown.  In 2012, an estimated 5.5 billion was spent at local businesses on Small Business Saturday.  In 2014 that amount grew to an estimated 14.3 billion.  So it seems that the question is no longer “should your independent retail pharmacy participate in small business Saturday?” but “How can you make the most of Small Business Saturday?”

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Tags: pharmacy, frequent shopper, customer service, OTC, Pharmacy Profitability

3 Little Things that will Make a Difference in your Pharmacy

Posted by Karen Deckard on Thu, Sep 10, 2015 @ 07:00 AM

In the category of things my mother told me (that I didn’t believe at the time, but now completely understand) is this saying: “It’s the little things that make a difference.”  She probably said this to me after I’d misbehaved and tried to make up for it with a grand gesture.  That was all well and good but it’s not usually the big things that stick with us when all is said and done.  It’s a bunch of little things that don’t’ really seem to be a big deal on their own, but altogether, they make a big impact.

Take my blog from last week and that great customer service experience I had at Nike.  It wasn’t just that the sales rep used my name to personalize the interaction, or that she was efficient without rushing me, or even that she was able to use mobile technology to ring out my transaction.  Those are all relatively little things.  But put together as a whole, they amount to something that’s really pretty awesome.

I’m sure that your pharmacy’s customer service is already top notch.  But there are some little things that just aren’t quite as common that might help to elevate your pharmacy to the next level. 

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Tags: pharmacy, frequent shopper, customer loyalty, customer service, Efficiency

Why H2H is so Important in a Pharmacy

Posted by Karen Deckard on Thu, Sep 03, 2015 @ 09:05 AM

In the pharmacy world, there are more acronyms than one can easily keep track of.  And new ones pop up every day.  So while I’m reluctant to add another one to the growing list, I heard a new acronym last week that I think is really important to share. 

We’ve all heard of B2B (Business to Business) or B2C (Business to Consumer) but I’d never really thought about a much more important dynamic, Human to Human or H2H.  In one of our daily meetings here at RMS, our hardware manager brought up this new acronym as a growing trend in retail.  We talked about how this was so important with the ever increasing prevalence of smart phones in everyone’s pockets, or more accurately, in the palms of every person’s hands. It can be hard to get past the technology to provide that great customer experience. I immediately thought about how this is the perfect acronym for a lot of the advice that we provide in this blog and that every time we talk about the customer experience, we really are aiming for a human to human interaction.  Personalized one on one encounters. No assembly line “do you want fries with that?” here.  I also thought about how technology and H2H really do go hand in hand despite the fact that it may not seem that way at first.  I then started thinking about how RMS’ pharmacy POS solution can help customers provide a true H2H experience.   

While I offer advice on the ideal customer interaction on a regular basis, I have to admit, I don’t often experience it.  Perhaps I have high standards, but I tend to be really hard to impress when it comes to customer service.  But this past weekend, I actually was impressed.  Very impressed.  So rather than giving you a checklist of ways to tie an H2H customer service model together with some top tier pharmacy technology, I thought I’d share my great experience and let you be the judge. 

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Tags: pharmacy, frequent shopper, customer service, Pharmacy Profitability

Different Ways to Implement Customer Loyalty In Your Pharmacy

Posted by Karen Deckard on Thu, Aug 20, 2015 @ 07:00 AM

"Loyalty programs cut in to already thin margins."  That’s the perception that so many independent businesses have, but the potential benefits and business generated by a customer loyalty program can greatly outweigh the costs associated with a traditional loyalty program. 

If concerns about cutting into your margins are why you don’t have a customer loyalty program, be grateful you’re not in the same situation as Bloomingdales this week. A glitch in their system ended up giving loyalty members thousands of dollars (in some cases tens of thousands) of unearned rewards.  Of course now they are pulling those rewards back, causing a whole different type of controversy. But rather than using this minor retail scandal as yet another excuse to continue ignoring the necessity of a good customer loyalty program, I’m hoping it can help us get the wheels turning about the right way to approach loyalty. 

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Tags: pharmacy, pharmacy point-of-sale, frequent shopper, customer loyalty, pharmacypos, Pharmacy Profitability

"RMS' [pharmacy POS system] has increased our efficiency, which means less customer confusion and more time for other things. RMS employees are excellent, responsive, and quick – which makes us very satisfied. RMS has improved both our customer service and our business, every year.." – Jim Smith, Owner & Pharmacist, The Medicine Shoppe, Shelton, WA 

 

Retail Management Solutions is the industry leader in pharmacy point of sale technology for retail and outpatient pharmacies. having installed more pharmacy POS systems in the independent and outpatient pharmacies than any other company, RMS has become the industry standard. Whether you operate a single register pharmacy, 15 register superstore, or have multiple locations, we have a fit for you. You can count on us for prompt service in all 50 states, 24 hours a day, seven days a week. RMS is proud to be the only pharmacy POS provider in the nation that focuses strictly on the pharmacy market.