What Are Your Rules for Sales and Service?


In his book The New Rules of Sales and Service, David M. Scott makes the point that most organizations are using outdated sales and service models. “Now, buyers are in charge of relationships with companies they choose to do business with,” says Scott. “Smart companies understand this … and build a buying process around the realities of independent research.” Scott suggests replacing generic information from ad agencies with authentic stories that interest customers. Instead of selling, educate via the Internet. Instead of ignoring those who have made a purchase, deliver information at the moment a customer needs it. Are you and your organization following these new rules?

In business, now is always the right time to look for new solutions to old problems. I encourage the pharmacy community to continue developing its entrepreneurial spirit wherever possible, despite the obstacles. We showcased some of these entrepreneurs in our Next-Generation Pharmacist AwardsTM program this fall, and we know you are out there, and we support you.

I’ve discussed how big government solutions aren’t optimal for the individual—that individuals have a personal responsibility to be proactive and take charge of their health. And this issue of Pharmacy Times, which is focused on heart health, demonstrates some useful ways pharmacists can help their patients do just that on a daily basis.

We are committed to providing pharmacists with the very best tools and resources—in enterprising new ways—to enable you to grow and continue to become a force in health care. Change requires defining new strategies, and the person who is willing to engage in thinking outside the box, while working inside the box, will succeed. This year, Pharmacy Times began offering more daily news to keep you ahead of the information “curve.”

In this final issue of the year, we would like to take the opportunity to wish you and your families a very happy and healthy New Year! We should all resolve to be mindful of how we sell ourselves and our products, and how we serve our organizations and our customers. And please know that Pharmacy Times is here to help you excel in your endeavors as we celebrate 118 years of publication.

Thank you for reading!

Mike Hennessy

Chairman and CEO

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