See How Moments of Care Are Changing Our Pharmacies

Discover the origins of the program giving wellness associates the customer service training and support they need to truly take care of their customers and deliver a world-class experience.

When customers visit the pharmacy, Vision Center, or clinic, it’s because they need help. And people go to work in health care because they want to help. But sometimes the day-to-day routines and processes cause people to move away from that purpose.

So how do we show customers we care? The answer lies in remembering that our purpose—helping people—trumps tasks. It’s about Moments of Care.

Twenty-nine associates traveled to Orlando, Fla., to partner with customer service experts at Disney Institute (yes, that Disney) to create the new program.

It was then piloted in Region 5 in Texas. Lisa R., Tené G., and Shantay P. helped teach Moments of Care to thousands of associates, training them in delivering great service and applying the new Spark Standards to every interaction.

Workshops have featured associates of all levels. “There’s not a different expectation for leadership,” says Tené, HR business partner, Health and Wellness Operations, Regions 5, 6, 8, and 44, Carrollton, Texas. “We ask leaders what they think will create the change. It’s you! We tell them to take a picture of themselves—a selfie reflection—because they are going to be the catalyst for change. The model they set for their team will make that change. They have to empower associates.”

What Is Moments of Care?

It’s a new Walmart wellness initiative dedicated to giving associates the training and tools to deliver great service that makes a real difference and shows our customers that we truly care.

Caring Pays Off

Thanks to the efforts of Region 5’s associates, the results were immediate and impressive. In pharmacies trained in Moments of Care, sales went up and customer complaints went down.

Most importantly, pharmacy associates felt more engaged and connected. “When an associate receives a customer compliment, it feeds the behaviors that we’re looking for,” says Lisa, pharmacist, Dallas/Fort Worth, Texas. “What gets recognized gets repeated.”

“Customers can fill out cards to give to associates. When an associate finds out how they impacted a life, I see that person internalize their purpose to care,” says Shantay, regional health and wellness director, Region 5, Dallas, Texas. “One associate said he was just here for a paycheck, but then he took time with an elderly customer, and she gave him a hug and a card. After that, he told me, ‘I get it.’”

A New Standard of Service

Four values make up the “Spark Standards,” a decision-making tool to help guide wellness associates. “When you are trying to resolve something for a customer, you want to filter through the lens of each of the standards—in this order specifically,” says Lisa.

  1. Safety
  2. Kindness
  3. Connection
  4. Simplicity

For more stories, advice, and inspiration, download your copy of the Winter issue of Walmart World here!

 
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