Service Excellence at my local Pharmacy

I visit the local Pharmacy on a regular cycle to collect various tablets, creams and odds and ends needed to keep my body going. It is never an outing that has excited me. Medicine is expensive, yet necessary, so it is a regretful purchase. But things have changed.

My local pharmacy at Majik Forest in Protea Valley has recently undergone a rebrand to DisChem and with it some staff changes. The Pharmacists and Assistants are always ready to help with advice with a huge dose of compassion. The highlight of the store lies not inside, but just outside at the door. Recently they moved a large promotions table into the area at the wide entrance. A clever way to promote items on sale, but this then created an opportunity for a passerby to grab items and make a dash. So, they contracted a security guard to stand at the door and watch for pesky thieves. Then something else happened.

This guy has taken on the task to personally greet every person who comes into the store. He does so with a pleasant attitude and a big smile like he cares that people are visiting the shop. Then once you have paid and, on your way, out, he greets you again and thanks you for visiting.

Where does this come from, none of the other Dischem stores do it. Training, good upbringing, or a rare convergence of a brilliant person who cares about other people?

Almost all other security personnel mope around their assigned perimeter waiting for their shift to end, hoping maybe one day for some action where they may catch a petty thief or help a person in distress.

Today I need to pop into DisChem again to collect a prescription. I am looking forward to the visit and experience. Go figure. Today, I will engage with him and ask him about his life.