Pharmacy owners detail tactics to enhance the neighborhood pharmacy

Photo courtesy of Alabastro Photography

LAS VEGAS — As community pharmacies across the country face growing competition, many of the independent drug stores affiliated with Cardinal Health are turning to unique offerings — including immunizations, sections devoted to women’s health, and extended assortments of nutritional supplements and natural products — to enhance their businesses.

Speaking as part of three panel discussions held over two days at the recent Cardinal Health Retail Business Conference from July 22 to 25 in Las Vegas, nine different independent pharmacy owners detailed some of the tactics they are using to keep their customers, attract new shoppers and make their businesses more than just a neighborhood pharmacy.

“Don’t be afraid to try and fail,” Andy Jolly, who runs Ready Meds Pharmacy in Renton, Wash., said during the first panel discussion that focused on business strategies. “Sometimes failure gives you great advantages.” As the role of the community pharmacist continues to evolve, Jolly has found success working with long-term care facilities, ranging from large nursing homes to small group homes.

Jolly and the other panelists stressed that one of the keys to any new venture is to identify a need and use every resource available to meet that need.

“It helps me sleep at night knowing that we’re providing a service that meets a need previously unmet in our community,” said Andy Komuves, the owner of Dallas-based Dougherty’s pharmacy, who after adding Cardinal Health’s Diabetes Specialized Care Center to his pharmacy saw a significant spike in his store’s monthly sales.

Bringing in products and services vital to a community helps shoppers view a pharmacy as being in tune with residents’ needs, the panelists said, and helps build on an independent's inherent advantage of being a locally owned business.

“Our pharmacy is an extension of the community,” said Angie Kloeppel, a pharmacist at Ladue Pharmacy in St. Louis, which began offering flu shots a few years ago and has since expanded into travel vaccines and other types of immunizations. “We know everybody by name, and they know us by name as well. We are always looking for ways to differentiate ourselves from the big-box stores and are always looking for ways to grow the business.”

Like Ladue Pharmacy, Katterman’s Pharmacy in Seattle also has used travel immunizations as a way to set itself apart. Owner Beverly Schaefer noted that the service, which also includes consultations and is complemented by an assortment of travel-related front-end products, has brought new shoppers into her store and added thousands of dollars a month in pharmacy sales.

Other Cardinal Health-affiliated store owners who participated in the panel discussions say they have seen similar results by putting more emphasis on the front end.

Bob Giaquinto, owner of Rye Beach Pharmacy in Rye, N.Y., has set himself apart by specializing in vitamins and natural products; Rob Cockman, owner of Whitsett, N.C.-based Midtown Pharmacy has added a mix of toys and children’s items not found in other stores in his area; and D.J. Larsen, owner of Lehan’s Pharmacy in DeKalb, Ill., has found success by offering a wide range of items aimed at new mothers, breast cancer survivors and other female patients.

Each panel at Cardinal Health RBC focused on one of Cardinal Health’s pillars — retail, business and health. Participants in the three retail panels included: Andy Jolly, Ready Meds Pharmacy in Renton, Wash.; Dave Hester, Medicine Shoppe, in Maxton, N.C.; Angie Kloeppel, Ladue Pharmacy, in St. Louis; Beverly Schaffer, Katterman’s Sand Point Pharmacy, in Seattle; Andy Komuves, Doughtery’s Pharmacy, in Dallas; Gerard Rivera, Newport Lido Pharmacy in Newport Beach, Calif.; Bob GiaQuinto, Rye Beach Pharmacy in Rye, N.Y.; DJ Larson, Lehan’s Pharmacy in DeKalb, Ill.; and Rob Cockman, Midtown Pharmacy in Whitsett, N.C.