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Ep 39 - The Ripple Effect: How one bad experience can cost you
In this episode of the Calm the Pharm podcast, host Sarah Stoddart shares insights on how the quality of your team, including third-party contractors, can significantly influence your pharmacy's reputation and customer experience. The discussion begins with a personal anecdote involving a problematic delivery of a washing machine, which led to extensive damage to her property due to the inexperience of a delivery driver. Despite having previously enjoyed reliable service from the same company, this incident highlighted the consequences of relying on outside contractors who do not uphold expected standards
Stoddart emphasises the importance of ensuring that every individual your business engages with, whether employees or third-party contractors, reflects the desired vibe and quality of service you wish to portray. The lack of communication from the delivery company after the incident left her questioning whether she would continue to use their services, illustrating how a single poor experience can overshadow previous positive interactions.
She concludes by urging pharmacy owners to carefully consider who they involve in their operations, as everyone who interacts with customers contributes to their overall perception of your brand. Maintaining a consistent, positive vibe across all touchpoints is crucial for nurturing a loyal customer base. The episode reinforces the idea that while business owners cannot manage every aspect of their operations, the people they choose to represent them play a vital role in sustaining their reputation.
Calm The Pharm is brought to you by your host, Sarah Stoddart. Sarah is the founder and director of Vitality Law Australia, a boutique law firm which provides small business owners and healthcare professionals across Australia with clear legal pathways and peace of mind. She is recognised as a leader in the healthcare industry and is one of only a few lawyers in Australia with specialist experience working with pharmacy businesses.
In 2021, Sarah was named the Lawyers Weekly Women in Law Australian Sole Practitioner of the Year. She was also named as a finalist in the AusMumpreneur Business Awards. In 2022, she was named as a finalist in the Women in Business Awards for The Hills and Districts Chamber of Commerce, the Australian Law Awards and again in the Women in Law Awards.
Sarah is the co-author of business book, “Courage and Confidence”. The book is a collection of inspirational stories combined with practical tools, tips and advice written by a small group of Australian women in business. She is also a non-executive director of MS Queensland.
www.vitalitylawaustralia.com
Instagram: @vitalitylawaustralia
Facebook: Vitality Law Australia
LinkedIn: https://www.linkedin.com/in/sarah-stoddart-23b92240/
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By Sarah StoddartIn this episode of the Calm the Pharm podcast, host Sarah Stoddart shares insights on how the quality of your team, including third-party contractors, can significantly influence your pharmacy's reputation and customer experience. The discussion begins with a personal anecdote involving a problematic delivery of a washing machine, which led to extensive damage to her property due to the inexperience of a delivery driver. Despite having previously enjoyed reliable service from the same company, this incident highlighted the consequences of relying on outside contractors who do not uphold expected standards
Stoddart emphasises the importance of ensuring that every individual your business engages with, whether employees or third-party contractors, reflects the desired vibe and quality of service you wish to portray. The lack of communication from the delivery company after the incident left her questioning whether she would continue to use their services, illustrating how a single poor experience can overshadow previous positive interactions.
She concludes by urging pharmacy owners to carefully consider who they involve in their operations, as everyone who interacts with customers contributes to their overall perception of your brand. Maintaining a consistent, positive vibe across all touchpoints is crucial for nurturing a loyal customer base. The episode reinforces the idea that while business owners cannot manage every aspect of their operations, the people they choose to represent them play a vital role in sustaining their reputation.
Calm The Pharm is brought to you by your host, Sarah Stoddart. Sarah is the founder and director of Vitality Law Australia, a boutique law firm which provides small business owners and healthcare professionals across Australia with clear legal pathways and peace of mind. She is recognised as a leader in the healthcare industry and is one of only a few lawyers in Australia with specialist experience working with pharmacy businesses.
In 2021, Sarah was named the Lawyers Weekly Women in Law Australian Sole Practitioner of the Year. She was also named as a finalist in the AusMumpreneur Business Awards. In 2022, she was named as a finalist in the Women in Business Awards for The Hills and Districts Chamber of Commerce, the Australian Law Awards and again in the Women in Law Awards.
Sarah is the co-author of business book, “Courage and Confidence”. The book is a collection of inspirational stories combined with practical tools, tips and advice written by a small group of Australian women in business. She is also a non-executive director of MS Queensland.
www.vitalitylawaustralia.com
Instagram: @vitalitylawaustralia
Facebook: Vitality Law Australia
LinkedIn: https://www.linkedin.com/in/sarah-stoddart-23b92240/