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Recently one Sunday morning, Sue, my fiancée, and I were at a local restaurant for breakfast. Both of us are pharmacists, and when we were enjoying the buffet, we noticed the hostess of the restaurant. She may have been well trained, but she was doing an excellent job of providing great service. Each time a group would approach the front door, the hostess would gather the correct number of menus and be ready and waiting at the entrance for the next guest. We also noticed that as soon as anyone got up and prepared to leave the restaurant, the hostess immediately went to the register to be ready in position to provide prompt service without any delay. It did not matter what task she was working on because the hostess would always keep an eye on her station and make sure excellent service was always provided.

The hostess was most likely a young college student, and when we went to the register, the hostess was once again in position to provide a positive impression. I complemented her on the high level of service she provided and I also sent in a positive comment on the corporate website of the restaurant.

There may have been customers that did not notice what was taking place that morning, but the feeling of a positive first impression was evident. There was never a delay in service when you entered the restaurant, and a warm and friendly greeting was provided without delay upon your exit.

When you think about this, it is not too difficult to compare this to an average day in any pharmacy. A patient approaches your drop off area and they are promptly greeted with a friendly welcome. A prescription is prepared, but don't forget about the exit from the pharmacy. This is an area that some may forget, but it is of great importance. That first impression is important at the drop off area along with that first impression at the register. Prompt service must take place and patient consultation may also be included. Excellence in pharmaceutical care and cost is always important, but good service will ensure that the patient will return to your pharmacy.

Fortunately, I work with some cashiers that take pride in their work. They take ownership in their position and want to provide great service to our patients. Everyone in the pharmacy has an important role to carry out on a daily basis, but always remember the cashier that provides that first impression that patients take home with them when they leave your pharmacy. It may only take a moment, but it can make a difference.