Ask any pharmacy owner what the best form of advertising is and they’ll immediately reply, “Word of Mouth.”  In this episode of PharmacyCrossRoads Bruce Kneeland shares several real live examples of what a pharmacy can do to dramatically increase the number of referrals patients provide.  He also cautions that unless a pharmacy takes an active role in boosting word-of-mouth the natural tendency of people is to talk more about bad experience than good.  The good news is, effectively handling things that go wrong can be one of the best ways to generate positive word of mouth.   Kneeland is interviewed by Robyn Amberg, a well-respected account manager for PrescribeWellness, a Tabula Rasa Healthcare company who introduces herself as Robyn Kneeland Amberg.  She is Bruce’s oldest daughter and has garnered a well-deserved reputation as an industry expert in her own right.  The podcast covers a variety of topics intended to help pharmacy owners generate more positive word-of-mouth referrals.  Kneeland and Amberg share ideas and examples of things they have seen pharmacies do.  They also discuss the importance of getting pharmacy staff engaged in the mission of the pharmacy and talk about the importance of having a noble cause and the owner being able to create a culture of caring and commitment among the pharmacy employees.  Kneeland indicates he has digital copies of articles he has written and samples of customer referral card programs he is willing to share with listeners that request them via email:  BFKneeland@gmail.com See omnystudio.com/listener for privacy information. Learn more about your ad choices. Visit megaphone.fm/adchoices