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Delivering a 'wow' experience.

EDEN, N.C. -- Health Mart pharmacist Pete Crouch likes to compare his 4,500-square-foot store to Disney World.

"Just like Disney World, we want to give our customers a 'wow' experience," he says. "When a customer leaves, the exceptional experience they had is what they are going to tell people about."

While Crouch insists that a consistently high level of customer satisfaction is a key to Eden Drug being successful, he is the first to admit that sometimes things will fall below par. Even that, he says, offers an opportunity for improved service.

"It's not how you mess up," he notes, "it's how you recover."

For instance, Crouch recalls a patient whose condition made it difficult for her to open childproof caps. After consistently being given her prescriptions in these containers, the patient became frustrated and mentioned that it might be best if she took her business elsewhere.

A personal letter from Crouch, thanking her for her business and offering a way to rectify the problem led the patient to continue as an Eden Drug customer.

"We have to do the things we have to do to take care of our patients," he says. "Yet, there is so much more we can do. There are a lot of challenges in this business, but with every challenge comes an opportunity."

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Title Annotation:Excellence in Pharmacy Practice; Health Mart
Comment:Delivering a 'wow' experience.(Excellence in Pharmacy Practice)(Health Mart )
Publication:Chain Drug Review
Article Type:Brief article
Geographic Code:1USA
Date:Oct 28, 2013
Previous Article:Health Mart helps members demonstrate value to payers.
Next Article:Retail Rx has key role to play in preventive care.

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