Tuesday, October 28, 2014

Project: The Walgreen’s Way: Prompt and Proactive

The enterprise started like any other. Named after the surname of a brilliant man.

This business was born of a necessity and based on education and experience. As a pharmacist, he interwove medicine and the mediocre.

A man, sick himself, found his vocation and that man was Charles Rudolph Walgreen.

He becomes the drug store and a retail location providing knick-knacks, non-pharmaceuticals and soon would food and beverages that sold just as well as his original concept.

When things were going good, things were good. But when things were slow, Walgreen did not allow the business to stop. In less than 40 years he opened 110 stores. How?

Because when things got slow, he decided to not do the norm and accept the fact that his fiscal year was safe. He questioned how could he beat the competition but also satisfy his clients and keep them happy? He questioned how could he make things better? 

Thus he created the 2-minute drill.

The drive-thru, delivery service and microwave dinners seem impressive now, but Walgreen set a standard that created word of mouth advertisement so positively it could possibly be why Walgreens is the largest drug retailing chain in United States.

So what was this drill that deserves such laud and honor?

It’s 1893 and you live close to Walgreen’s south side Chicago location and called them in for non-prescription items, Walgreen would answer the phone and repeat the items enunciating the name of the caller, their address and their desired products. Loud and clear. In doing this, Walgreen’s assistant could accurately collect all the items while Walgreen continued to keep the caller on the phone discussing weather and whatever else might be happening on the social calendar. 

All items collected, the assistant Caleb Danner, set out to make the delivery as Walgreen was still talking to the client. And then the doorbell rings. The client excuses himself or herself from Walgreen’s conversation and finds their order at the door. Astonished at the speed of delivery, Walgreen set the standard for customer service and all through his Two-Minute Drill.

So what’s your 2-minute drill? How will you set your company apart from others or improve your morale? How will you redefine customer service?

-The Green Couch

No comments:

Post a Comment