Good leadership is an integral part of any successful pharmacy business. And not necessarily for the reasons you might think. Sure, the person who’s steering the ship is important because, well, without them, you’d crash. Or at least wander about aimlessly. But, there’s much more to it than a general sense of direction. The right kind of leadership builds trust and generates opportunities for your business that didn’t exist before. And it doesn’t just include pharmacy owners or managers. Every pharmacy employee can and should demonstrate good leadership skills in their own way.
This article discusses 7 characteristics of successful, barrier breaking, opportunity creating leaders. We all can probably say that we embody some of these traits. But how do they actually work to our advantage in the pharmacy industry? As with most things, when you’re talking pharmacy, there’s a whole other level of opportunity to consider, and pharmacy technology plays a big role. Here’s a closer look at these 7 characteristics, broken down for the business of pharmacy.
“They are confident in their abilities“– Confidence should be evident in any employee working in a healthcare related vertical. Even the slightest sign of an employee who is unsure can forever fracture a customer’s trust in your business. And it doesn’t matter where that unsureness comes from. Even if their product recommendations are solid but they show a lack of confidence during the checkout process, it will make an impact. That’s why it’s so important to have established processes and workflows, especially at the point-of-sale.
“They don’t get embarrassed easily”- There’s always room for improvement. It’s cliché, but in business it’s true. So don’t be afraid to ask for customer feedback. Seek it out, listen to it and respond to it. Make changes when it makes sense. Customer feedback is one of the major sources we use at RMS to make changes and improvements. Trust us, it really works.
“They value the relationship above all” – How do you show your customers that relationships are the most important thing to you? It’s easy with tools like EvolutionPOS V2 for more a more personal checkout process and expanded service opportunities, integrated customer loyalty, and supplement recommendations to combat nutrient depletion.
“They brand themselves and build credibility around their companies”- The article points out that investing in your brand allows you to “build familiarity with your audience and influence in your industry”. For pharmacies your brand encompasses a lot. The services you provide, the integrity with you provide them, the look and feel of your store, your website and your social media activities. So make sure you’re paying attention to all of it. Invest in key areas of your pharmacy like up to date hardware, employee training and the right POS system functionality. Make email marketing and social media effortless and cohesive with POS integrations to programs like SnapRX.
“They don’t think what everybody else is thinking”. Differentiating yourself from the big impersonal box stores is a sure way to build a stronger customer base. And all of those more personal services we’ve already talked about do just that. It’s a different way of doing business, but it’s definitely going to make an impact.
“They take risks”. Every worthwhile investment does come with risks. That doesn’t mean you decide to take them all on. But it also doesn’t mean you hide behind the familiar and change nothing. Here’s a previously posted article on deciding what to take on and what to let go.
“They have strong support”. This may be one of the most important things to consider. You need tools and support to achieve goals, build a happy strong customer base and still have time to go to your kids baseball games and get a good night’s sleep. Align yourself with the right vendor partners with the right resources and expertise to help you get where you’re going.
Remember that trust is one of the most important factors in a customer’s perception of your pharmacy business. Honing these trust building leadership skills, and then giving your pharmacy staff an edge with the right technology can do wonders for your business.