Hearing the Message, Not Just the Words | Pharmacy Success

Welcome back to the Pharmacy Success Strategies Podcast. In this episode, we delve into Chapter Five of the UpSolutions book, exploring the crucial skill of truly listening to what customers are communicating, beyond just the words they use. I’m joined by Hugh Chancy, a distinguished pharmacist and influential community pharmacy leader, to share his insights and experiences. About Hugh Chancy: Hugh is a co-owner of Chancy Drugs, a family-owned business established in 1966, as well as a respected leader in the pharmacy field. With a history of involvement in the NCPA including as President, and over two decades on the board of the Academy of Independent Pharmacy in Georgia, Hugh brings a wealth of knowledge and experience to our discussion. Episode Highlights: 1. The Importance of Listening: - Hugh emphasizes the significance of not just hearing the words customers say but understanding the deeper message behind them. This understanding is crucial for providing true value through personalized pharmacy care. 2. Exceptional Customer Service: - Known for exceptional service, Chancy Drugs competes with the likes of Chick-fil-A in customer satisfaction. Hugh discusses how his team achieves this through what they call "the Chancy way," focusing on understanding and meeting both expressed and unexpressed customer needs. 3. Active Engagement: - The episode explores practical strategies for engaging pharmacy staff in actively listening to customers. Hugh shares how fostering a culture of inquiry and attentiveness can uncover deeper customer needs, leading to better service and innovative solutions. 4. Real-Life Impact: - Hugh recounts a story where effective listening and problem-solving led to a long-term business relationship with a local company, highlighting how understanding customer needs can have substantial business benefits. 5. Creating a Culture of Continuous Improvement: - Continuous improvement and innovation are themes Hugh revisits throughout the episode. He advocates for a workplace culture that sees complaints and feedback as opportunities for growth and enhanced service. Why You Should Listen: This episode is packed with actionable insights for pharmacy owners looking to elevate their customer service and operational excellence. Hugh's experiences and the strategies discussed can help you transform how your pharmacy listens to and serves its customers, making every interaction count. Tune in to learn from Hugh Chancy's extensive experience and discover how you can apply "the Chancy way" to your pharmacy practice for better customer relations and business success. Stay tuned for more episodes from the Pharmacy Success Strategies Podcast, where we continue to explore innovative strategies to empower pharmacy teams and enhance patient care.