A few weeks ago my son was sick, and needed a prescription filled. I was in the neighborhood, so I dropped it off at the new CVS Pharmacy on 150th and Maple. Initially they had some issues with our prescription card but said they would look into it. When I returned to pick up the medicine, I was greeted quickly with a friendly pharmacist smile. They had resolved the insurance issue and had my prescription ready for pickup. They were efficient, helpful and willing to take the time to answer any questions that I might have had. I went home and told my husband how impressed I was with the service and that if they weren’t on the complete opposite side of town from our house I would definitely go again. I had somewhat forgotten about this experience until last night I received this in the mail:
Dear Shockey family,
Thank you for recently filling Waylon’s prescription at our pharmacy. We appreciate your business and hope to continue to fulfill your healthcare needs. Please let us know if there is anything we can do for you!
Sincerely,
Cara W
Pharmacy Manager
Here’s the kicker … the thank you note was hand-written. And not just the signature, the entire note. In the hundreds of times I filled prescriptions at some other local pharmacies in town, I have never received a thank you, especially not a hand-written one. In today’s electronic world of printed thank you cards, electronic signatures and even e-mail notes, a hand-written card can really stand out and have a big impact. It only takes a few extra minutes and really gives you the opportunity to personalize your message. It shows your recipient that you took the extra time to express your gratitude. Marketing doesn’t have to be complicated, time consuming or even costly, it is sometimes the smallest customer touch point that can create and maintain a loyal customer.
While this particular CVS is unfortunately too far away for me to continue using, I can guarantee you that when the one closer to us opens in the next month or so, I will definitely have my next prescription filled there. Thank you, CVS, for going back to the basics. I really appreciate the effort and will thank you with my future business.
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