Product Adviser Award Winner

For customers walking into a pharmacy looking for a product, the choices can sometimes feel overwhelming – and that’s without the added worry of purchasing something that turns out to be the wrong choice. Advising customers on products that will make a difference to whatever issue it is that they are experiencing is an invaluable skill, but one that our Product Adviser Award winner, Julie Hatton, has in abundance. “Julie embodies commitment and dedication to customer care and community service,” said Emma Charlesworth, RoE judge and head of marketing operations at Numark. “With over two decades of experience, Julie’s expertise goes way beyond medication dispensing, as she offers compassionate support and guidance to patients in need.”

Two decades’ worth of knowledge

Julie has been in pharmacy for 25 years, in the same pharmacy for 23 years, and in her current position as counter manager for 20 years. “I have seen just about everything,” Julie remarked, reflecting on how she has built up her strong knowledge base when it comes to product offerings and knowing what help a customer needs. Julie typically always recommends products that she or someone that she knows has tried and tested, so that she knows exactly what she is recommending and is continuously asking for feedback from customers and “making connections” between what has worked for one customer that may lend itself to another. It starts, however, with asking the customer the right questions. “I take care in asking questions about a person’s issues and I know what interacts badly with what, and I also am mindful of the prices of the products so that I can recommend things to people accordingly. I always want to give people the best product but also give people options.”

From far and wide

Julie’s expertise is so valuable that she is sought out by customers whom she has helped before. Her impression has been so lasting that many of the pharmacy’s regulars will often come in to see her simply to say hello, thank you, or have a chat about something on their mind. “Julie is also gifted in her style and mannerisms whilst interacting with customers and patients in the pharmacy. She goes beyond the call of duty every time, treating them as she would her own family. All customers come in especially to see Julie, often with no reason but just to say hi. They go away each time, feeling special, that is Julie’s ‘unique selling point’ quality,” wrote Subs Vyas, managing pharmacist, who nominated Julie for the award. Julie’s reputation with her customer’s speaks volumes about her ability to help others. “How to tell a true product adviser? When patients seek you out, share details of your expertise and knowledge. That dedication to marrying personalised care with insatiable knowledge is why Julie is a legend,” commented Ade Williams, MBE, RoE judge and lead pharmacist at Bedminster Pharmacy in Bristol.