Improve pick-up process was a hard task. This is because there a million ways that a pick-up could go. First step is to always greet the customer. Then ask how you can help, then finally following through with the process. In order to ensure fairness with all staff, we made it to wear every 2 hours, everyone rotates positions. This ensures no one is stuck at one spot their entire shift. This drastically cut down on in-store wait times, because the people doing drive-through and pick-up were not being burnt out as quickly. 

Convincing people to download the mobile app was a lot harder than I expected it to be. Most people already are struggling with storage space on their phones. In order to make this look appealing, we created a specific line at the registers for those using their mobile app. They got to jump the line and scan in and got their orders extrmeley fast due to the prepay and pre-signing options. There were no prompts for us to read, because they already did everything online. This made people download the app while waiting in line!

Improving our WeCare score took everyone in the pharmacy. Points are based on how fast we will prescriptions, how well our return to stocks are completed, if we get our cycle counts done on time, how long someone is on hold, etc. These points directly affect our bonuses at the end of the year. Effectively training our staff on these procedures and ensuring everyone on the team knew every how to do every tasks was a tremendous help. In the past, they have assigned one specific person to do each task. This takes them away from something else that could be helpful. When everyone knows how to do every part of the job, this makes things go so much smoother. 

Making connections with new staff can be difficult. In this specific pharmacy, everyone has been there for at least 2 years. This past year, we hired 4 new employees. Some of them jumped on their new roles with no issues, while some others starting stepping on toes and doing tasks they were not fully trained on yet. This is where I go to use leaderhsip skills in one-on-one conversation and explain that this job is not necessarily one that we want to mess up. After having those talks, they starting asking more questions before jumping into these tasks.