Consumers Give Moms and Pops Highest Ratings
By George Anderson
Independent drug stores deliver better service and, at least in some cases, lower prices than the big chains, according to a survey of 32,000 readers of
Consumer Reports.
Eighty-five percent of respondents visiting an independent pharmacy said they were “completely satisfied” or “very satisified” with the experience, compared to 58 percent of
chain store shoppers.
The biggest complaint of shoppers were not being able to obtain prescription drugs because they were out-of-stock. Here too, independents graded out better than the chains. When
a drug was not in stock, independents were able to restock more quickly. Eighty percent of independent store shoppers said their medications were in stock within 24-hours while
only 55 to 60 percent of chain drug and other stores were able to do the same?
Moderator’s Comment: What is the state of independent pharmacies in the US? How do Mom and Pop stores without the
marketing muscle of the chains get their message to consumers who do not even consider them as a shopping destination?
We never have to wait on line at our local independent pharmacy, which is good for us, but not for the pharmacy owner with too few customers. [George
Anderson – Moderator]
I have worked on both sides of this discussion. I would like to give my vote to the independent pharmacies. They have so much untapped potential for growth within their communities. However, to be as successful as they used to be, there needs to be a resurgence of good, consistent customer service, product knowledge of the Rx and front end items by all employees and a return to simple marketing of the health and wellness of their customers. After all, that’s what the business of pharmacy is.
I have seen successful independents, whose staff is configured to help all customers’ needs that arise and it’s a joy to watch and experience. I have seen other pharmacies fail miserably by not paying attention to their customers needs and get caught up in the pitfalls of the large retail chains. Advising customers with their RX purchase and backing it up with a product from the front end to achieve complete wellness package; caring for the whole customer is something independents can do better and in some cases should do better. They can compete with the chains with this kind of service in mind. People know when you really care and then share that caring.
Independent pharmacies now have many options to compete with the chains through other buying groups and attaching themselves with organizations like Leader Pharmacies, Good Neighbor Families, and such. These help with merchandising and marketing tools to help them close the gap. Their greatest tool of all is still good old customer service and awareness of the customers’ needs. Using these tools and paying attention to their own customers’ requests, and with community involvement, the “mom and pops” should be around for a very long time.