--- title: What to Do When You Don’t Know What To Do description: This past weekend I visited our local BBQ festival. It was an amazing day sampling all kinds of delicious food. I’ll be working off the extra calories for weeks, and I got a little sunburned, but it was definitely worth it.  Yummy, BBQ aside though, something about the event left a sour taste in my […] --- [![Retail Management Solutions - Pharmacy POS Built for Success](https://www.rm-solutions.com/hubfs/RMS%20Full%20Logo%202-Color%20SVG.svg) ](https://www.rm-solutions.com) - [SOLUTIONS ](https://www.rm-solutions.com/pharmacy-pos) ## [Point of Sale (POS)](https://www.rm-solutions.com/pharmacy-pos) ### [POS Hardware](https://www.rm-solutions.com/pointofsalehardware) ### [Multi-Store & Enterprise](https://www.rm-solutions.com/star-link) ### [Payment Processing](https://www.rm-solutions.com/rmspay) ### [Training Programs](https://www.rm-solutions.com/customersuccessprograms) - [FEATURES ](https://www.rm-solutions.com/blog/what-to-do-when-you-dont-know-what-to-do#) ### [Inventory Management](https://www.rm-solutions.com/inventorymanagement) ### [Will Call Management](https://www.rm-solutions.com/bin-management) ### [Customer Loyalty](https://www.rm-solutions.com/pharmacy-customer-loyalty) ### [Mobile POS & Delivery](https://www.rm-solutions.com/mobile-pharmacy-pos) ### [Meds to Beds](https://www.rm-solutions.com/meds-to-beds) ### [Nutrient Depletion](https://www.rm-solutions.com/nutributler) ### [eCommerce](https://www.rm-solutions.com/ecommerce) ### [Digital Couponing](https://www.rm-solutions.com/8112-digital-coupons) ### [NPLEx](https://www.rm-solutions.com/nplex) - [LEARN ](https://www.rm-solutions.com/blog) ## [The RMS Blog](https://www.rm-solutions.com/blog) ### [Did You Know?](https://www.rm-solutions.com/did-you-know) ### [Biz Quiz](https://www.rm-solutions.com/biz-quiz) ### [CLIMB](https://www.rm-solutions.com/climb) ### [Testimonials](https://www.rm-solutions.com/testimonials) ### [eBook Library](https://www.rm-solutions.com/rms-library) - [ABOUT ](https://www.rm-solutions.com/about) ## [About RMS](https://www.rm-solutions.com/about) ### [Contact Us](https://www.rm-solutions.com/contact) ### [Upcoming Events](https://www.rm-solutions.com/events) ### [Our Team](https://www.rm-solutions.com/employees) ### [Careers](https://www.rm-solutions.com/employment) ### [Our Partners](https://www.rm-solutions.com/partners) ### [Order Supplies](https://www.rm-solutions.com/rms-pharmacy-point-of-sale-supplies) - [SUPPORT ](https://www.rm-solutions.com/support-services) [CLIENT PORTAL ](https://acct87349.app.netsuite.com/core/media/media.nl?id=36450&c=ACCT87349&h=87bc9ee6b61042bcf658&_xt=.html) [BOOK A DEMO ](https://www.rm-solutions.com/book-a-demo) Patient Care # What to Do When You Don’t Know What To Do This past weekend I visited our local BBQ festival. It was an amazing day sampling all kinds of delicious food. I’ll be working off the extra calories for weeks, and I got a little sunburned, but it was definitely worth it. Yummy, BBQ aside though, something about the event left a sour taste in my […] [ user ](https://www.rm-solutions.com/blog/author/user) Jul 10, 2017 --- This past weekend I visited our local BBQ festival. It was an amazing day sampling all kinds of delicious food. I’ll be working off the extra calories for weeks, and I got a little sunburned, but it was definitely worth it.  Yummy, BBQ aside though, something about the event left a sour taste in my mouth that’s had me thinking about the importance of knowledgeable staff all weekend. You see, the event staff was unable to answer even the most basic questions. And instead of being helpful, my friends and I were met with a deadpan “I don’t know” to every question. “How many tickets does each vendor charge for a sample on average?” received an ” I don’t know”. Even worse “Where can we find restrooms?” You guessed it.. they didn’t know.  Now there’s nothing wrong with not knowing the answer to a question. But leaving a customer hanging is never the right answer. Yet it can be tricky to navigate scenarios where a customer is asking a difficult or new question. There’s a desire to appear knowledgeable so you can earn trust. But there’s also fear of answering a question wrong and looking like you don’t know what you’re doing. So, here are a few tips to help your pharmacy staff deal with unknowns a little easier.  1) Never leave it at “I don’t know”. If you or your staff don’t provide a customer an answer to their question, they’re going to go somewhere else where they can get an answer. Try “I’m not 100% sure but I bet my manager knows so let me go confirm with her.”  2) Don’t provide an answer when you’re not sure it’s correct. We all know why this is detrimental. Especially in the pharmacy industry. But even something as simple as “Which aisle are bandages on?” can damage a customer relationship if the wrong answer is given. So if you don’t know, try “You know, I think they are on aisle 10, but I’m not sure so why don’t I go look with you.” Easy, simple, and personal. 3) Don’t make the customer run in circles. It can be really frustrating to a customer if they’re told to go talk to this person, and then that person. Try, if at all possible, to maintain the same point of contact throughout the conversation. They feel more comfortable, and you get to learn something new in the process. Of course, the best way to deal with unknowns is to try to eliminate them as much as possible. Train your pharmacy staff on how to use the technology tools available and make sure they’re educated on processes, procedures and basic store information. In my situation this weekend, you can bet that event planners had the information their booth staff was being asked about. 15 minutes of training would have alleviated a good deal of frustration on both sides. Just remember that no one person has the answer 100% of the time. And part of being knowledgeable is knowing what to do when you just don’t know.   [Patient Care](https://www.rm-solutions.com/blog/topic/patient-care) [Training](https://www.rm-solutions.com/blog/topic/training) ## Similar posts Customer Loyalty ### [Pharmacies: What to do with the last 3 weeks of the year](https://www.rm-solutions.com/blog/pharmacies-what-to-do-with-the-last-3-weeks-of-the-year) Yes, you read that title right. We’re closing in on the last few weeks of 2018. Well 3 weeks and some change, but we’ll round down to allow for at... user Dec 6, 2018 Training ### [What to do as the Holiday Season Comes to an End in your Pharmacy](https://www.rm-solutions.com/blog/what-to-do-as-the-holiday-season-comes-to-an-end-in-your-pharmacy) Confession time. This post comes to you from the past, as the 26th of December is a day I’ll be spending at home, eating leftovers and taking some... user Dec 26, 2016 Patient Care ### [Here’s What to Do with Extra Funds in 2019](https://www.rm-solutions.com/blog/heres-what-to-do-with-extra-funds-in-2019) I’ve got a full calendar for the last few weeks of December. Dinners with friends, a trip to the zoo for the annual light festival, picking up... user Dec 5, 2019 ## Subscribe to the RMS Weekly Newsletter Be first to know about new blog posts, special announcements, product launches, upcoming events, **CLIMB **content, and more from your favorite pharmacy POS partner. 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