They Walk In… But Walk Out With Nothing
You’ve seen it happen.
A customer enters your pharmacy, looks around, and maybe asks a question or two—
Then leaves.
No sale. No goodbye.
It’s frustrating.
Especially when your shelves are well-stocked, your prices are fair, and you’ve got a team ready to help.
You start to wonder:
“Is it something we’re doing wrong?”
Or worse:
“Are we just not good enough?”
Before you blame yourself or your team, consider a new approach.
You’re not alone—and the good news is, there’s something you can do about it.
They Leave Happy—And Come Back
Now picture this:
A customer walks in, unsure of what they want.
But your staff greets them warmly.
You ask the right questions, guide them to what they need, and offer a sample or two.
They smile.
They buy.
And the next week, they return with a friend.
This kind of transformation isn’t magic—it’s strategy.
And it starts with understanding why customers walk away in the first place.
What’s Going On—and What You Can Do
Here are 5 common reasons customers leave without buying—and what you can do to change that.
1. They Can’t Find What They’re Looking For
Fix it: Use clear signs, tidy displays, and group related items together.
Make it easy for someone new to walk in and know where to start.
🛠 Quick Win: Create “top 10” product hotspots near the entrance for things like painkillers, baby care, or skincare, depending on your community’s needs.
2. They Feel Invisible
Fix it: Greet every customer, no matter how busy you are.
A simple “Hello, karibu!” can change the whole mood.
💬 Pro Tip: Train your team to ask, “How can I help today?” instead of waiting for the customer to speak first.
3. They Don’t Understand the Value
Fix it: Instead of just saying the price, explain the benefit.
“This cough syrup is great for dry coughs and starts working within 15 minutes.”
🧠 Teach While You Sell: People love to learn, especially when it helps their health.
4. They’re Comparing You to Others
Fix it: Offer something they can’t compare—like a free after-sale follow-up or a loyalty card.
✨ Stand Out: Highlight your unique services like home deliveries, WhatsApp orders, or free blood pressure checks.
5. They’re Just Browsing—For Now
Fix it: Don’t write them off. Give them a friendly flyer, ask for their WhatsApp number (with consent), or suggest a future promotion.
🧲 Stay in Their Mind: The goal is to plant a seed for next time.
Start Small, Grow Strong
Improving how customers feel in your pharmacy doesn’t require lots of money.
It requires small, consistent actions that build trust.
Start by picking just one of the fixes above to try this week.
Even small changes can turn passersby into loyal patrons.
💡 Want more tips like these?
Check out the latest issue of The Chemist magazine for practical advice to help your pharmacy grow.