Two Things I Learned On The Road

So, thanks to Liberty Software I just took my 12 major pharmacy road trip. I formally visited four remarkable pharmacy owners in four southern states; Flower Mound Pharmacy in Texas, Caldwell Drug in Arkansas, Kirby Whitten Drug in Tennessee and Roche Pharmacy in South Carolina.  Like independent community pharmacies all across the country the people running the pharmacy, the services they offer, the physical facility they operate from and the communities they serve are all different. That makes for an interesting road trip, and because each of them is going to market in a slightly different manner it makes for a great way for others to learn from these owners.  

I learned a lot, and articles I have written for a couple pharmacy journals will cover some of the highlights. For now I want to share two thoughts for pharmacy owners all across the country.  

1. The future of independent community pharmacy is bright. True, the glare of the son may make it hard to see but the fact is that creative, energetic owners are making good things happen and making money. Perhaps the most important thing is they are changing - or, I'd rather say they are - improving. I heard one owner says something like this. "If you try something new and it doesn't work, then try something else." Try something new, do a little bit more, be different than your competitor and strive to be better tomorrow than you are today seems to be the attitude of all four of the pharmacies I visited.  

2. I have a neighbor who writes for a magazine that is read by independent auto repair shops. We marvel at how many of the same issues confront both industries. He taught me to look for something he calls the "invisible competitive advantage."  

I saw this "invisible" advantage in action in all four of my southern pharmacies. What you are looking for is the atmosphere that permeates the pharmacy. Are they happy, do they smile, do the talk to each other with courtesy, clarity and respect. People can feel the electricity in the air - or the lack thereof - when they walk in the door. If you don't have it you will loose customers; and, forget about getting word of mouth referrals.  

Finding ways to build a team is a challenge. But it can and must be done and it has to start with the owner and other key staff members. Take some time off together, away from the pharmacy, and really listen to your team, apologize for past mistakes and ask for suggestions on how you can make your pharmacy a better place to work.  Then, make some meaningful changes.  

As I close I truly don't want you to say, oh, another plea for an attitude adjustment. That's part of any success plan but no, I am calling for more. I want an action adjustment. Start doing new, more, and better. Soon you'll see new more and better things happening in your pharmacy. Action begets results, it all starts with you deciding you want more for yourself, your family, your team and your community. Then you need to implement new, more and better practices, stock and sell new items, train your people so they know more and can explain your new services with confidence and conviction.

Finally, if you try something new and and it doesn't work, try something else.