Lessons from Disney's Customer Service for Pharmacists
At AAP 2025, Mark Garofoli, PharmD, MBA, BCGP, CPE, CTTS, shared insights on how Disneyâs approach to customer service can revolutionize community pharmacy. Disney is renowned for its exceptional customer service, consistently creating experiences that keep guests coming back for more. Garofoli believes that pharmacists can adopt similar strategies to enhance patient satisfaction, despite the unique challenges they face, such as handling controlled substances and navigating insurance complexities.
Pharmacy is fundamentally a service profession. Unlike the whimsical world of Mickey Mouse, pharmacists operate in a more regulated environment. Garofoli suggests that by studying how companies like Disney manage consistent, positive customer experiences, pharmacists can find valuable lessons. He emphasizes the need for personalized check-ins with patients rather than relying solely on satisfaction surveys, which often lack actionable feedback.
At the American Associated Pharmacies (AAP) Annual Conference, Garofoli elaborated on these ideas, highlighting the importance of measuring customer service effectiveness through metrics and feedback methods. He stated, âDisney has pretty much mastered customer service. Thereâs very few entities on this planet that can charge more for something and people will pay it and then ask, âCan I do that again?â Thatâs not something we experience in pharmacy often.â
Garofoli acknowledges that while the pharmacy landscape is different from Disneyâs, there are still opportunities for improvement and growth in patient care.
READ MORE: Q&A: Balancing Patient Care, Compliance Amid Controlled Substance Challenges | AAP 2025
Stay updated with our coverage from AAP 2025 here.
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