Bartell Drugs opens 15th CareClinic
SEATTLE — Bartell Drugs has added to its roster of CareClinic by Kaiser Permanente locations with its latest at the Redmond Town Center. The opening comes less than a month after the chain opened its 14th CareClinic amid a flurry of store openings.
“Patients come to our CareClinics for quality and convenient care,” Kaiser Permanente clinician and CareClinic chief Michael Erickson said. “We’ve proven that CareClinics live up to the promise of quickly diagnosing and treating common ailments. We get you in, taken care of and on your way for an affordable price.”
The clinics are led by Kaiser Permanente care teams to provide services for minor illnesses and injuries, as well as such preventive care offerings as vaccinations. To celebrate the opening, youth physicals will cost $25 from Aug. 21 to Sept. 10 at any CareClinic.
“Bartell Drugs guests have told us they want the ability to get care and treatment as well as everyday necessities in one place,” Bartell Drugs director of CareClinic Operations John Lewis said. “That’s why we’re so excited to continue our expansion in order to offer our services to more communities around the region.”
Making customer service shine
Last night was an especially clear summer night in Wisconsin. As my little sister was zipping along in her newly-acquired convertible, a canvas of brilliantly-shining stars opened up overhead. It was at that moment I wondered if outstanding customer service levels at retail could once again shine like the stars.
It’s a fact. When you experience good service in action you just know it. I’m not talking about service that meets expectations — honestly, that’s a pretty low bar — rather I’m speaking to the kind of service that is extraordinary. A level of service that delivers an incredible feeling that service is not a lost art at retail.
I’ve seen that kind of service, albeit rarely. Now don’t for a moment think that I’m ignoring the pockets of good examples scattered across the United States. However, as I mentioned, in general, service levels at retail are subpar and exemplary service is scarce. Now imagine this: What if shine could be added to the associates that are front-and-center within food, drug and mass retailers?
Robert Spector and Patrick Murphy’s popular book, “The Nordstrom Way to Customer Service Excellence,” cites an occasion when asked who trains his salespersons, then co-chairman Bruce Nordstrom replied, “Their parents.” Assuming Mr. Nordstrom was right, how can a retailer polish the shine on existing frontline staff?
The BIG idea for this post is to instill passion in customer-facing team members by giving them a reason to shine. The concept is not new. In fact, as I was looking for everyday examples outside of retail that could be used to prime the pump of passion, the concept of good parenting resurfaced. (Thus, Nordstrom’s off-the-cuff comment may be the idea that has been overlooked when we think of exemplary service.)
So, who are the first teachers for most children? Their parents. And what is it that parents say to their children to bolster confidence and encourage repeated behavior? Four simple words: “I’m proud of you.” Pride! Not a newfangled concept. But, honestly, how often as coaches, managers, mentors, and business owners do we take the time to express these four words to our associates? I strongly believe that pride will put a shine on customer-facing associates and encourage them to become the superstars that deliver extraordinary service.
Dave Wendland is vice president strategic relations and co-owner of Hamacher Resource Group, a company focused on improving results across the retail supply chain located near Milwaukee, Wis. He directs business development, product innovation and marketing communications activities for the company and has been instrumental in positioning HRG among the industry’s foremost thought leaders. You may contact him at (414) 431-5301 or learn more at Hamacher.com.
ALDI pilots home delivery
BATAVIA, Ill. — ALDI on Monday announced a partnership with Instacart, the nationwide on-demand grocery delivery service. The pilot program from ALDI will kick off later this month in Atlanta, Dallas and Los Angeles, with potential for future expansion.
"Our partnership with Instacart is another example of ALDI expanding our commitment to customer convenience and value," stated Jason Hart, CEO of ALDI. "We know customers are looking for new ways to save time and money. Instacart provides easy access to our low prices at the click of a button."
"From their unique assortment of goods to their low price commitment and high standards, the ALDI and Instacart partnership aligns on delivering excellent value and convenience to consumers," said Nilam Ganenthiran, chief business officer, Instacart. "There's a clear demand for quality grocery delivery, and ALDI and Instacart are working together to meet it."