Gerry Spitzner | Blog

Why Pharmacists need to learn to always begin at the end

Posted by in Business Planning, Customer experience, Leadership, Marketing, Operations, Pharmacy, Retail, Small Business

For many Pharmacists, the process of launching a new patient service begins with the lightbulb moment when they conceive of a breakthrough idea.   Very often, they are so passionate about the idea that they believe its merits will be self-evident to prospective customers and patients—that the innovation is so obviously superior it will sell itself. On the other hand, entrepreneurial thinking Pharmacists who avoid that delusion may think of their initial sales as a chicken-and-egg problem…they realize that getting buy-in from potential customers is a top priority, but until they…read more

Purpose: The not so secret superpower fueling progress

Posted by in Business Planning, Leadership, Pharmacy, Retail, Small Business

What is the real purpose of your Pharmacy business? By purpose I don’t mean making money; that’s just a result of a well-run retail Pharmacy business. The real purpose of a business is to create, engage and keep a customer. As Peter Drucker, the management guru; once so brilliantly observed, the purpose of a business is not to make a sale but rather to create a customer. Any business that successfully creates and keeps a customer in a cost-effective way; will make a profit. If for any reason, a business…read more

See through your patients’ eyes and look for “applied benefits”

Posted by in Customer experience, Leadership, Marketing, Pharmacy

A Pharmacist’s patient services are about applied health benefits, not just features. Patients always seek to fulfill some intention beyond just a pill. While pharmacists often focus on the effects of disease and medication, patients focus mainly on the outcomes. In other words, they are seeking the applied benefit of your patient service. Applied benefits are the outcomes patients expect beyond the prescribed medication. For example, take a newly diagnosed child with asthma. While the patient service you deliver may show how to optimize the use of the medication and…read more

My 2cents for the graduating class of 2016 PharmSci students

Posted by in Business Planning, Leadership, Pharmacy, Retail, Small Business

With graduation season upon us, we look forward to celebrating the pharmacist graduates in our life.  For many, it can be a stressful time.  With young people receiving so many mixed messages about their futures and the choices they are expected to make, confusion is inevitable.  Learning to ask the right questions is an important skill to develop that will help you identify and seize opportunities to build a successful career. A lot of people — including many health professionals themselves — tend to overlook the fact that pharmacists, docs,…read more

Find and engage the right mentor

Posted by in Leadership, Pharmacy, Retail, Small Business

As I’ve gotten older I’ve reflected on the random twists and turns in my life. I’ve thought deeply about exactly how I arrived at my current circumstance, and trusted mentors are a common element that have influenced each twist and turn I’ve taken. While there is no doubt that I’ve done the work, taken the risks and pushed myself to the brink, it would be both insincere and inaccurate to say that I’ve done it completely on my own. I’ve been influenced by many great people who have, and continue…read more

Customers Complain. Here’s 5 Rules to Help Your Employees Deal With It

Posted by in Customer experience, Leadership, Retail, Small Business

No matter the size of your business, your success will always lie in your ability to deal with customers. In an age when consumers have so many different options they can turn to, one factor that can significantly set you apart is an emphasis on a reliable customer experience. If you can effectively handle a customer’s questions and troubleshoot her problems, it is bound to add to the overall growth of your business. The #1 Factor in Customer Loyalty In a recent study; an indepth analysis of customer loyalty drivers…read more

The important parts of any retail business

Posted by in Leadership, Pharmacy, Retail, Small Business

In the “game of business” it pays to know about the important things and what they are. To me, my list is fairly short. To you it might be different altogether. Product and or service – You better have something of value to offer or customers won’t buy.  And more important they won’t come back.  Profitability is in the repeat business; not the transaction. Leverage – Your time; you work hard, then over time you create a business system that leaves you out of it so others can do it…read more