UpSolutions Team Success Training
Proven systems to increase customer loyalty, team engagement
and profitability in your pharmacy.
What We Do
Independent pharmacy owners are challenged like never before. An independent pharmacy needs to be communicating the value they provide, not just what they sell. Their team, as the front-line engagement with customers, needs to be clear on the value they bring and how to deliver a customer experience that’s consistent with the value of the business.
The challenge is most pharmacy clerks, cashiers & techs have been taught the tasks of their role, and not the impact of how they do their tasks and what experience is being created.
Everyone wants to feel they are winning in their role, and pharmacies want to build trusted relationships with their customers.
The unifying key is for team members to have a different framework to be able to view their company and interactions from the customers’ perspective and know how to engage with customers to deliver value and build relationships – turning teams into heroes and customers into raving fans.
Who We Are
Patti Mara has worked with hundreds of companies to reposition them for success and dramatically increase their customer loyalty, team engagement and profitability.
Patti is the principal trainer and the author of the best selling book “UpSolutions – Turning Your Team into Heroes and Customers into Raving Fans“.
The results are a clear market message, a highly motivated team, and repeat customers. Team members become brand ambassadors for the company and heroes to customers.
As a coach for Dan Sullivan’s Strategic Coach® Program, she has also worked with hundreds of entrepreneurs to dramatically increase their sales, positioning, and company growth. She is a frequent podcast guest on shows such as Unstoppable CEO, Starting Advantage, and Science of CX.
How It Works
The UPSOLUTIONS TEAM SUCCESS TRAINING is a three-month integrated training which includes experiential learning, video resources and an organizational review.
Series of 12 custom video trainings with quizzes
- Winning Mindsets
- Who are Your Customers?
- Customer Communication
- Handling Complaints
- Front Stage/Back Stage and On Brand/Off Brand
- Task vs Result and Fault vs Problem
- Front Stage Process and Back Stage Systems
- TouchPoint Scorecard™ and Customer WalkThrough™ exercises
- UpSolutions Recipe
- Trusted Solution Partner
- Retail or Service Rules
- Dealing with Common Challenges
Four live zoom team trainings examining key elements of the video trainings and incorporating into day-to-day decisions and activities.
Three coaching calls to set team up for success and review progress with clear understanding of business impact.
Increased team engagement with understanding of the importance of their role in the business and clear purpose and impact of their actions and decisions.
Increased skill in customer awareness, engagement, and relationship development.
Team development allowing for greater level of authority and autonomy in their roles.
Transferable skills and mindsets resulting in greater individual value created for this or future teams they are on.
Custom Learning Portal for current team review and future team members’ training.
What People Say
"Patti was my business coach for 13+ years. I had been a multiple Pharmacy owner for about 15 years prior to that. I felt like I ran a pretty good organization. After working with Patti a few years, I realized how important it was to have a qualified business coach on the outside of my model looking at it with different lenses. What she brought to the table was a game changer not only for my business but for me personally…
“…The way to run a business is completely different than what I thought. Putting structure in place in every aspect of my business was crucial and carried us to a different level. I have new team members come on board (even recently) and they are astonished at the level of organization we have in place! They love the culture we have established and talk about what a wonderful place to work that is so rewarding to me personally!…”
…”We got away from Patti for a couple of years and during a leadership meeting we were having, a team member pointed out that it appeared I had lost a little edge after no longer having my monthly calls with Patti. It was an eye-opener. I immediately reached out to Patti, re-engaged with her, and got my team involved in the 12-week UpSolutions program. We saw immediate results and now continue to have regular meetings with Patti. We sometimes think we have it "going on” and I was guilty! Patti brings a whole new level of thinking and performance to the table, and I will be forever grateful...and so will my team!”
“Patti Mara is the real thing. She has had an awesome influence on our business over the years and all of that prep has helped us through the last six months and has propelled us to have the most work on our books than ever before.”
“I heard Patti speak at a conference and I thought it was a great idea looking at our pharmacy from our customers’ experience. My team really enjoyed the training and it shifted all of us to a new way of looking at our customers and working together.”
“An amazing, insightful and experience trainer. Patti deploys professionalism in all that she does. She CAN see the forest for the trees and has the innage ability to think outside the box to recommend winning solutions for businesses.”
“Patti has a way of pulling the most deep-seated and useful aspects of your company out, and then teaches you how to use those aspects to breathe new life into your business. She’s the “Tony Robbins” of outstanding business growth and success.”
“Patti Mara has the unique ability to cut through chaos and land right on the defining elements of a successful team effort. If you’ve never experienced her “Up-Solutions Team Success” Training, you’re in for an eye-opening treat! She recently led our Team through a 12-week program, complete with on-line training, virtual meetups and timely testing. After the Training our Team members understand; they’re the Experts, they’re the Heroes, and they’re the reason our customers keep returning. This combined with position agreements and better Team communication has made for a more productive and engaged group. Worth every penny!!!”
Len Hume and Annette Marchionda
“Thank you for all your energy and effort you brought to our team training. I’ve had team members tell me they’ve been up late at night thinking of different ideas to make us better!”
Interested in learning more?
Complete the contact us form to set up a strategy call to discuss how the Independent Pharmacy Success Program™ (IPSP) would benefit your pharmacy.