Drug Topics - October 22, 2007 - (Page 16)

16 DRUG TOPICS OCTOBER 22, 2007 www.drugtopics.com Special Report THE ONES TO WATCH This annual feature salutes the best performers in independent pharmacy Sandra Levy hey are the kings of customer service; they make success look easy. They are the independent pharmacy standouts or the diamonds of the first water. To find out who these exceptions are, Drug Topics once again invited wholesalers across the United States to nominate their independent pharmacy customers that excel in four categories: •Exceptional pharmacy and nonpharmacy services •Exceptional merchandising/advertising/promotion •Overcoming competition •Handling a crisis Our questionnaire drew more than 50 nominees this year. Many of our winners received nominations in more than one category. This tribute to them coincides with American Pharmacists Month now under way. Meet the pharmacy champs: T Exceptional pharmacy and nonpharmacy services When David Marley, Pharm.D., opened Marley Drug in Winston-Salem, N.C., in November 2003, he never dreamed that his pharmacy would be so popular after only two months of operation. “That was the year we had the bad, early hit of flu that hit the kids,” he recalled. “We were the only store in two counties that was able to get TamiFlu [oseltamivir, Roche] to keep the kids alive. We really earned our stripes the second month we were open. All of the doctors in town knew we had TamiFlu, and we had people coming in from all over the place.” Marley emphasized that he’s always believed in doing things differently. That is why he squeezed a clinic room and a cholesterol machine into his first location. He also made sure he was trained in giving vaccinations before he went into business. With Eckerd, two CVS pharmacies, and a Wal-Mart breathing down his neck, Marley still isn’t nervous. That’s because he insists on training his staff to provide excellent service. “From my front-end clerks to the person who does refills, they all know that we exist for the customers,” he said. That Marley picked a busy location for his store and his 12 employees has paid off handsomely. “We are in a brand-new shopping center that has a busy grocery store,” he said. “The chains have been parked near grocery stores for 50 years for a reason. It’s cheaper than any advertising you can spend for the rest of your store’s career.” Marley Drug is also reaping the rewards of several creative initiatives. Marley installed a mini-spa in the pharmacy in April when he moved to a bigger location. “We have a room in the waiting area where we put a fully automatic Japanese massage chair,” he said. “We offer that free to patients while they are waiting.” An aromatherapy section in the room is yet another big draw. “We carry a high-end line of spa lotions and creams that can be purchased,” Marley explained. Marley also expanded to carry a full line of durable medical equipment now that he has more space. Exceptional merchandising/ advertising/promotion Dale Johnson, R.Ph., owner of Boaz Discount Drugs in Boaz, Ala., was praised by his nominator with the following words, “Dale celebrates American Pharmacists Month by having huge promotions and giveaways in his store. His customers have come to expect wonderfullooking displays and bargains throughout the years.” With Wal-Mart and Walgreens in his backyard, it’s no wonder that Johnson has two slogans that his 30 employees take seriously: “We’re local people who care” and “We never close to the sick.” “Patients can call me or one of my staff at home anytime, and we come back and get their medication for them,” asserted Johnson. Although he tries to limit free delivery service to senior citizens and assisted-living facilities, Marley Drug’s staff treats customers like they are the most important people who walk through the door. http://www.drugtopics.com

Table of Contents Feed for the Digital Edition of Drug Topics - October 22, 2007

Drug Topics - October 22, 2007 Contents Latebreakers Legislative Victory Builds Momentum for Pharmacy Month Letters Health-System Edition R.Ph.s Brace for Payment Denial for Hospital-Acquired Conditions Topical Human Thrombin Helps Arrest Bleeding FDA Panels Fail to Set Target Levels for Renal Patients’ Hemoglobin Warning Letters Raise Patient Safety Concerns for Fentora Ending/Reversing Weight Gain Man Given Fatal Drug Overdose at Staten Island Hospital Pharmacists Playing More Important Role in Dialysis Treatment AHA President R.Ph.'s Here's How You Can Increase Your Value Premier Launches Comprehensive Quality Improvement Project FDA Approves Dexrazoxane for Treatment of Extravasation New Federal, State Reforms to Ease Disaster Relief Kinks 150 Years of American Pharmacy Ten Tips for MTM Success Independent Superstars: The Ones to Watch The New Dynamic Duo A Parkinson's Disease Primer Classified New Products Advertisers Index Viewpoint

Drug Topics - October 22, 2007

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