Health is our Heartbeat – how do you bring this to life in-store?
There are significant numbers of people who would see a pharmacy as nothing more than a shop with some medical based good available.
Our mission this year is to recognise that many communities in Australia may have come from a place where ‘pharmacy’ works in a very way than pharmacy does in Australia. And for these communities, to open up their appreciation of the role that pharmacy, and pharmacists play in meeting the healthcare needs. We want to build that connection and bring these along as customers of Cumberland Park TerryWhite Chemmart.
Exceptional Customer Experience
Share a time someone in your team went over and above for a customer
We see each and every customer interaction as an opportunity to go over and above and to provide that little bit extra, No need to take our word on this; please take time to review our google & Facebook page reviews, with close to 500 reviews and an overall rating of 5 stars.
We take pride that our google reviews are not just a static post on a virtual wall. We take time and focus on providing active responses and to ensure that any negative experiences and dealt with in a positive way and to a mutually successful resolution.
Always improving & growing
What do you as a team do to drive continued team engagement and moral?
Daily Flash Meetings: A simple way we get the team set for each day is to have a daily ‘flash’ meeting. Beginning each day with a short sharp get together to discuss the key expectations out of the coming day. These Five- or ten-min meetings set out any targets, promotions, offers and customer highlights we need to have the team across.
The pharmacy team are heavy users of social media and gain immense satisfaction as a team in posting regular updates, information, and stories to their various message boards. They use Facebook and Instagram at a master level, with huge focus of bringing the personality pf the pharmacy and the team out to the community, and making the community feel an active part of their pharmacy.
Irfan is a true cricket tragic and found an outlet for this love during the Cricket World Cup 2019 invited the Pakistani cricket team into the pharmacy for a visited in December 2019. The team ran a daily Facebook poll during the world cup on who would win each of the games and prizes were awarded to the winners. This proved an enormous success with over 1,200 people reacting to the posts.
This year Sponsoring seven local cricket clubs and one bowling club from TWCM Cumberland Pharmacy.
The team also make use of the local community group WhatsApp messaging and often piggyback these to outline the services that are on offer in the pharmacy and to generate interest in visiting the pharmacy to discuss health issues.
Please take time to review the sites above and see the level of connection we have with our customers and community. We try and keep the information fresh, relevant, and responsive. An example of this is having a weekly prize draw for all customers that spend over $10 in store and post on our site, between June and December this year.
Reliable & Accountable
Provide example/s of how your team are brand and industry advocates
Proud supporter of the TWC Brand: Cumberland Park is a proud member of the TWCM family and is keep promoting both the pharmacy and the TWC Brand at every opportunity. Irfan on behalf of Cumberland Park has been in discussions with Sport SA CEO Leah Cassidy regarding a potential partnership, initially a local store level.
The partnership gives access to up to 4,500 sporting clubs in SA to engage with their members – whether that be discounts on clinical suppliers such as hand sanitiser, bandages/tape, providing a $10 voucher as Irfan has mentioned or engaging with them for Flu Vaccinations in 2021.
Irfan then identified that there may be an opportunity for partnership on either a state or even national level. Irfan liaised with SA Sports and TWC management to broker the proposal for our consideration which is now with the management team for review over the coming weeks to see if there is an opportunity. Unfortunately, TWCM does not appear to have funds available in our national marketing budget to support something like centrally, although it is under further review whether it could work on a Stare level.
Furthering the understanding within the Pharmacy profession through commissioned research:
As part of our focus on driving flu vaccinations and furthering community access to vaccinations, Cumberland Park TWC has commissioned a research paper through the University of Adelaide with the aim of furthering the understanding of who customer’s health fared in the months after receiving a community flu vaccination. The research will also look at the key reasons behind a customer seeking and having their first flu vaccination, whether it be price driven, heightened awareness through Covid, or other reasons. This will help drive more informed communications and conversations in the years ahead.
We also are strong supporters of the initiatives that ties customers back to the brand and our pharmacy and work hard to allow every customer to take advantage of the Rewards program and the Health App. These elements are key tenets of our business and we drive these well and we drive these hard. We recognise how important it is to have the customers aware of everything we do as a business and a brand.
· Chemmart Rewards customers figure tbc
· Health App customers figure tbc
Won Medadvisor Excellence Award on achieving 500 new customers App sign ups
T – Together we deliver
Share examples of your pharmacy is proactive within your community
Flu Vaccination Project: Cumberland Park TWC performed over 1,000 free flu vaccinations this year, 23 flu clinic outside of pharmacy, with 80% of those vaccinated being new to the vaccine, i.e. never having a flu vaccination previously.
Our work in driving this important community initiative has been recognised nationally as well as locally and we have many instances of local Members of Parliament and other officials hearing about the work we are doing and visiting the pharmacy to see for themselves.
We are currently in the running to win a national award based on this project with Terrywhite Chemmart Cumberland Park Pharmacy a finalist in 2020 Project Management Achievement Awards
Flu vaccinations services, onsite clinics at offices for providing Flu vaccines. Terreywhite Membership with Qantas frequent flyer program. Gift vouchers for special occasions. Health promotion session to the community. Sponsorships to community events. Free Medications packs delivery to home with free delivery very handy. National Diabetes Service Scheme (NDSS) Sub Agent for diabetes supplies of blood glucose testing strips, pen needles and syringes, urine testing strips/tablets. Health services include blood pressure checks, diabetes support, naturopath consultation available by appointment, Kate Morgan weight loss program. See website links for further information available
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