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PEOPLE
PHARMACY
GAME CHANGERS
Hello, Pharmacy Owners
In your hands, you hold what represents a microcosm of the Pharmacy Development Services (PDS) community. These are the stories of PDS members who have chosen a different path for their pharmacy ownership journey.
The owners who have said NO to the status quo; choosing to focus on what’s within their control to obtain better profits and patient care. Of course, it’s easy to think that the owners we’re highlighting in this book have achieved a superstar status that’s unattainable by the average owner or that they are an anomaly. But the reality is that they simply decided to embrace a new way of thinking to create their dream businesses.
These are the pharmacy innovators who have committed to opening their minds and collaborating with experts. Strategies are just ideas until these Game Changers rolled up their sleeves to implement and in turn began creating their opportunity to achieve success.
THE PHARMACY GAME CHANGERS
The stories you’re about to read will shed light on how pharmacy owners from around the country have harnessed what they can control to create their own success.
Through these stories, you’ll learn more about...
• How to hone leadership skills, train teams, and delegate efficiently.• The impact of looking at P&L statements differently and strategizing how to improve cash flow and inventory controls. • The therapeutic benefits of implementing clinical services programs to ensure patients can access the best healthcare
that they can afford and will achieve the best outcomes possible.
Most importantly, the owners in this book show you what's realistically possible in an industry many think is past its prime. These are the Pharmacy Game Changers.
THE FOUR FOUNDATIONS OF PHARMACY SUCCESS
Since launching in 1998, PDS has stuck to the same core principles for pharmacy business. It’s always been about people, processes, profits, and performance. When you have plans in place for those critical areas, you can achieve greatness. These are standard business practices whether you own the tire shop or hair salon down the street, or even Target! Like cogs in a wheel, they all work better together than separately. But what do they mean for the pharmacy community and the solutions PDS provides its members?
PEOPLE Understanding your impact as the pharmacy leader, your store's culture, and ensuring you're hiring high-performers who positively support the team and customers.
PROCESS Policies and procedures that guarantee everyone knows what to do, how to do it and what's expected of them, so they can operate at their peak performance without micromanagement.
PERFORMANCE Gaining a deeper awareness of the pharmacy's metrics, financial or otherwise, allows owners to make smart business decisions based on data versus their gut.
PROFITS The money in the bank that allows you to continually offer the best healthcare services to your patients and provide security to your family, employees, and their loved ones.
We stand proudly behind these Foundations of Pharmacy Success. They're the reason why both PDS and its members are successful. It’s not just the people in this book who have achieved massive results, but the 1200+ locations we work with monthly.
HOW TO READ THE PHARMACY GAME CHANGERS SERIES
In each of the eBooks, we dive deep into one of the Foundations for Pharmacy Success. You will notice there is overlap amongst the four pillars, but each book has a theme to meet your specific needs. Everyone has a unique story, background, employee situation or challenge they are facing. But, because we're all in the same industry we can shorten the learning curve and lift each other. Their success stories show you what's possible when you commit to changing your game.
Please continue reading to gain a better understanding of the hurdles and wins of these PDS members who have achieved remarkable business and personal results. In the spirit of our community of sharing and giving back to the industry, we hope these incredible stories of transformation will inspire you to take the first step in uncovering what's possible for you, your team and your business.
3
CHRIS' PHARMACY
AND GIFTS, LLC.
CHRIS WILLIAMS
17X ROISTRATEGIES
RXANALYTICS, SILDENAFIL, SYNCRX+
A COMMUNITY OF RESOURCES THAT
HAS YOUR BACK AT EVERY TURN
A TOOLKIT OF SUPPORT FOR PHARMACY
OWNERS AND OPERATORS
Chris Williams opened his first pharmacy in 2008 and is
now the proud owner of four Chris’ Pharmacy and Gifts
locations across southeastern Louisiana.
After six years in the business, Chris became a PDS
member in April 2014, and now says, “as long as I own a
store, I will be a member of PDS.”
Aside from the stellar results over the past year, he
praises the membership for educational resources and
the robust network of high-performers.
Of the many ways that PDS has helped Williams’s
business, one of the simplest, yet most valuable is the
PDSadvantage Resource Center - an online portal for
invaluable information that’s continuously updated.
One of the tools Chris has tapped into more recently
is the PDS Members-Only Message Board. Calling the
community network, ‘hugely powerful,’ he shares that
when a recent issue surfaced, he was able to arrange
calls with four different PDS members across the country
who had experienced the same problem, and were able
to offer alternative perspectives, solutions and outside-
the-box ideas.
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INVESTING IN SUCCESS AND A POSITIVE MINDSET
“All of the success and enjoyment I have in my job, I attribute to the different mindset
I’ve got from PDS,” states Chris.
Having increased profits 40% over last year, through the PDS RxAnalytics program
and untapped compounding opportunities, Williams is looking forward to growing his
business even further in 2018.
“I know there are plenty of creative opportunities out there and I can’t
wait to go to the PDS conference to swap more ideas. It’s the only industry
event where pharmacists don’t complain.”
Knowing how great an impact his PDS membership and positive mindset shift has
made on his own business, for owners debating the value, he believes they can’t afford
NOT to join.
He has also been able to develop a rapport with his PDS Business Coach, Juliet Brown
and his Performance Specialist, Lisa Baker, to whom he feels very accountable.
Explaining that he can get bogged down with HR issues when managing his 65
employees, Chris credits Juliet with keeping him on task and helps him simplify
procedures, so he can be free to work on the business.
Additionally, he carves out more time by having Lisa work directly with his
synchronization team on their sales and marketing efforts. Building autonomy across
the business has helped him transition the team’s mindset from ‘you’ and ‘mine’ to ‘we’
and ‘ours,’ improving accountability and culture.
Chris shares that his desire is for the stores to run the same or better when he’s not
present, and it’s through the help of several of the PDS training programs, such as
Customer Service Guru and Technician Training, have set the tone for high performance.
“Rather than adopting the chain mentality of thinking, 'How do I say no
to this customer?' I’m encouraging a culture of 'How do we say yes? How
can we better help this customer?'”
5
EDEN DRUG
PETE + DEBBIE CROUCH
71X ROISTRATEGIES
RXANALYTICS, COMPOUNDING
SUCCESS DUE TO SUSTAINABLE, LONG-
TERM OPPORTUNITIES
THE POWER OF RESILIENCE
Pete and Debbie Crouch, owners of Eden Drug in Eden,
North Carolina, didn’t think it was possible for 2017 to beat
the success of 2016, but boy, were they wrong!
“PDS shows us all of the opportunities that are available
to make our business grow and thrive.” The duo realizes
that just because you have success with one thing does
not mean things will always work. "We saw amazing
success with compounding, but the margins began to
shrink over time. We continue to prosper by finding other
opportunities to increase our bottom line.”
When asked how PDS has impacted their business, he
explained that they'd been given the opportunity to
network with the most successful pharmacists in the
country. "Collectively, someone has something beneficial
to add to your business."
Over the years, the Crouches have learned that not
everything you pursue is going to be successful, and that’s
okay. ”What works for some, might not work for others.
You have to have the passion and courage to go for it,“
they say.
With the drastic changes in healthcare, you have to be able
to keep up at a rapid pace and push forward. If you’re not
able to adapt and switch up your game plan, you won’t be
able to survive. The duo explains how they’ve been able to
adapt and have not been afraid to try new things because
of the various PDS programs they participate in such as
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CREATING A CULTURE THAT CAN ADAPT
The Crouches have worked on the culture of their pharmacy from day one. They no
longer need to worry when new hires come along because the groundwork for their
company culture has already been laid.
The duo has built a concrete culture around encouraging the positive and impactful
behavior. "We've been able to incentivize our staff with bonuses. This gives them the
energy to try new things and work hard."
“With the help of PDS, we’ve been able to create a culture throughout our
business that teaches our staff to be resilient and adaptable to change.”
Their PDS Coach, Patti Mara, has been instrumental in identifying what's important to
their staff and the culture they breed. They now know how to critically think through
the difficult situations that owners are faced with on a daily basis.
They’ve been able to reinvest into their employees by sending them to the PDS
Advanced Leadership program. “Our key leadership team is all in with helping us do
the heavy lifting.”
“We’ve been given a sense of freedom due to the empowerment of my
employees.”
“The value of PDS is directly proportional to how much time you put into utilizing their
programs. Unless you’re willing to do the work, it’s not going to happen automatically.”
Advanced Leadership and Board of Directors. “We are all able to figure out how
to change course by navigating together.”
“We joined PDS six months after we bought our pharmacy. We had the
clinical skills, but PDS has taught us how to become smarter business
people.”
When asked what challenged their resilience the most in 2017, they spoke about a
tornado that hit their town when they were away visiting grandchildren. Their office/
education building was destroyed, the roof was completely gone. Without even
asking, their staff had secured the financial records and taken all of the precautionary
steps to save anything they could.
7
HURRICANE FAMILY
PHARMACY
CLIFF HOLT
11X ROISTRATEGIES
RXANALYTICS
WORK-LIFE BALANCE WHILE
CONTINUOUSLY GROWING PROFITS
Cliff Holt, owner of Hurricane Family Pharmacy in Hurricane,
Utah, was only going to join PDS for one year in 2009. "I
figured if I got the manual, this would be plenty to last me
a lifetime. But at the end of the 12 months, I thought, there
is more to know, and more I need to learn."
2017 has been a tremendous year in business for Holt.
He is opening a third, and purchased a fourth pharmacy.
His hospice company, home health care and two medical
clinics have also all continued to grow. There are many
moving parts for Holt, but because of PDS, he can succeed
beyond his wildest dreams.
“I’m always evaluating every expense to see what
the ROI is and the PDS ROI is simple every year.”
Financially speaking, he did not know what a profit and
loss statement was before he worked with PDS. All he
could do was look at his checking account and knew
things weren’t going well if money was low and he had
to dip into his line of credit. Now as a Board of Directors
member, “Dan has taught us lessons we need to learn,
what to look for financially and how to look at things from
a business perspective.”
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TRANSFORMING INTO A LEADER
LOOKING INTO THE FUTURE
Holt talks about the benefit of attending the PDS Advanced Leadership program The
life lessons he’s has taken away from this training program have strengthened his
relationships, not just professionally but personally.
"Advanced Leadership has not only helped my pharmacy, but it has also
changed all aspects of my life, and something like this just cannot be
measured with dollars."
He's able to relate to his employees and be present as their leader. "For me, that is
the ultimate bottom line. I want to be a better husband, dad, friend, employer, and
teammate" PDS has given Holt the tools to become better at all of these things. "From
the programs and the people, that is what PDS is all about."
Through Holt’s mentors and the individuals at PDS, he’s learned how to be passionate,
take care of people and listen by standing side-by-side with them.
He’s never wanted to be the man who didn’t care about his employees and only himself.
“Everything I’ve learned is from somebody else. I try to pick the best traits of everyone
I meet. How am I doing and what could I do better?”
Holt's ultimate goal for the future is based on family. He firmly believes in Dan's "life
gives to the givers" mentality. The more time he can spend with his wife, children, and
grandchildren, the better. "I want to be the Grandad who goes to all of the events
because I missed a lot of things in my children’s early years due to how busy I was."
He grades himself based on the people who surround him. “I look at my family and my
employees and think, how are they doing and how they are succeeding? Are they up or
down? Are they learning? If they aren’t doing well, that is on me. If they’re doing well,
that is on them because of the work they’ve put in.”
As he closes out 2017 and looks into the future, Holt plans to soak up all of the teaching
and support he receives from PDS into the new year.
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“If you want to grow your business, your life, and get the tools to help
you succeed, you need someone on your team like PDS. It’s the only
organization that has the programs to change all these different aspects
of your business and even your personal life.”
Through the support of his business coaches and performance specialist, Holt has
been able to take his business to the next level. He’s recently gone from being a small
business owner to a medium-sized business owner.
"I've had to adjust what my job looks like but we've since doubled in size, and our
profitability has really increased, in not just my pharmacy, but through all parts of my
businesses."
10
JAMES DRUG
STORE INC
PATRICK BRIAN
52X ROISTRATEGIES
COMPOUNDING, RXANALYTICS
THE POWER OF RESILIENCE IN THE FACE
OF CHALLENGE
Simon Sinek’s bestselling book, Start with Why, details
the significance of emotional motivation and purpose
in reaching a business goal. It’s a mindset that has more
than proven itself to James Drug Store’s manager and
pharmacist in charge, Pat Brian, after an especially trying
few years.
Brian and his pharmacy team’s resilience have been
beyond tested, first through a severe flood in 2016
that devastated their small town, wrecking almost 400
businesses and damaging more than 75% of the homes
of pharmacy customers, employees, including the Brian’s
and the store’s owner, Herman Crotwell.
And, even though the uncontrollable events challenged
them personally and professionally, the James Drug
Store team was able to offer strength and stability to its
community, a testament to their culture and perseverance.
However, their efforts were once again shaken when
Brian and his father received another bout of bad news:
their thriving prescription long-term care business,
in partnership with another organization and due for
expansion, was unexpectedly terminated. Overnight the
team went from filling 42,000 prescriptions per month to
17,000.
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FINDING MOTIVATION TO CLIMB A MOUNTAIN BY
STARTING WITH WHY
The loss was particularly hard on Crotwell, who has been working at the pharmacy
since 1957 and why Brian quietly vowed to persevere and replace the lost income
from the Long-Term Care business with whatever resources it would require.
Tapping into the tools provided at the PDS Super-Conference and suggestions from
PDS Founder, Dan Benamoz, Brian was encouraged to replace the business with an
in-depth focus on compounding, RxAnalytics, and launch of Ideal Protein, a medically-
developed weight loss protocol many independent owners are seeing success with
therapeutically and profit wise.
Adding 62% to the store’s net profit in 2017, Brian recently shared with Crotwell that
the team was able to replace 75% of the lost income. In fact, they’ll soon replace all
100% and create an Ideal Protein clinic in the space initially dedicated to the LTC
expansion.
And while the results are remarkable, Brian recognizes the mile-high goal that he and
the team made a reality in such a short period was only possible because of their
clear, powerful ‘why.’
“Honoring my dad and restoring him was my ‘why.’ Without that, the
‘how’ and the ‘what’ would never have happened,” shares Brian.
Understanding this impact of starting with the ‘why’ translated into the care strategy
for customers as well. The success the team continues to see with the Ideal Protein
weight loss program hinges on patients identifying their ‘why.’ In fact, Brian himself
has led by example, having lost over 50 pounds on the program in four months.
THE STRENGTH AND TRACTION OF A CLOSE-KNIT TEAM
In the face of adversity, the James Drug Store team has created an unbreakable bond.
Recalling that when the flood hit, the store was opened the very next day with his
team is full-force, even though many of them had lost everything. Upon hearing about
the loss of
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BUILDING THE FUTURE
When considering the future, Brian chuckles that he could probably have had more
success a lot earlier if he had listened to the advice of Mara and Baker.
“I thought I was too busy, but I’ve realized that just because you’re busy
doesn’t mean your working on what can move the needle.”
With optimizing the operations to fill scripts that will make money and offer enhanced
patient therapies, incentivizing his team, and, ultimately, tapping into his motivation to
honor his father’s years of diligent, hard work, Brian has found a leader in himself that
he describes as the ‘best version of me.’
He also shares that, “I can say with confidence that we would not be in business today
if we did not have a relationship with PDS. The bonds that you make in this community
are invaluable, I can’t speak more highly of them.”
Next up for Brian, he’ll be joining the Board of Directors in 2018 and looks forward to
future opportunities for the business, confiding that although he’s 63, he thinks he’ll
work full time until he’s at least 70!
their LTC contract, they came together again, and Brian is clear that all of his success
of the rebuild would not have been possible without their unwavering dedication.
Through his leadership training and work with his Business Coach, Patti Mara, and
Performance Specialist, Lisa Baker, Brian has been encouraged to let his team do what
they need to get the job done.
In addition to replacing the lost income, Brian is proud to have been able to reward his
hard-working team of 35 by paying out more than $100,000 in bonuses in 2017. An
honor made even sweeter since many of his employees had to incur second mortgages
because of flood damages.
“This has been my best year out of 40 years. Our efforts have revitalized
me. Two years ago I was telling my wife I was close to burnout. Now I
can’t wait to go to the pharmacy.”
13
MEDICINE SHOPPE
0461
CURTIS & SHIRELY RISING
7X ROISTRATEGIES
ADVANCED LEADERSHIP, CLINICAL SERVICES PROFIT IGNITOR, COMPOUNDING, RXANALYTICS
CHANCE ENCOUNTER LEADS TO ENDLESS
OPPORTUNITIES
Curtis and Shirley Rising, owners of Medicine Shoppe in
Rapid City, South Dakota, have three pharmacies and
plenty to juggle. Before 2015, time came at a premium and
profitability was hard to come by. On what Curtis refers
to as "a higher power saying not to ignore PDS," he had
a chance encounter on a flight back from Mexico back in
2015.
It just happened to be at a pivotal point in their
entrepreneurial journey. He was sitting next to PDS
Advanced Leadership Coach, Terri Norvell, and they got
to talking about what he did for a living. When he told her
about the pharmacies and some of the challenges they
were facing, Terri encouraged the duo to attend the PDS
Advanced Leadership Program (ALP). After speaking to
his wife, they agreed it was meant to be, and they couldn't
afford not to attend.
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Participating in the ALP helped them coach their staff and succeed in their jobs more
efficiently. Monday-morning meetings are now in place where they discuss the goals
and operational issues, as well as quick stand-up meetings to discuss the gross profit.
Employees are much more engaged now - not only with the patients but also the
business' profitability.
Their Business Coach, Patti Mara, has helped them set goals for each of the pharmacies
and how to create indicators for success throughout the year. That success has had a
trickle-down effect, and the entire organization has taken notice.
POSITIVE CHANGES IMPACTING PROFITS
All three of their pharmacies have experienced positive changes in their own ways. In
2017, they were able to increase their gross profit per prescription and saw a 30% increase
in net profit year over year, even with 20% lower script volume -- due to canceling
the Humana contract. Their retail store, based on goals and incentives, has increased
the gross profit per prescription. By putting team incentives around PDS Programs
RxAnalytics and SolutionsRx, it's allowed the team to take more responsibility for the
profitability of the store. This led to an increase from $9.00 to $14.50 per prescription.
They also saw significant growth in the long-term care business. While increasing beds
beyond their goal, they were able to raise their gross profit per prescription over $5
by lowering and maintaining a lean inventory -- 11 turns to 18 turns per year while also
watching NDCs.
Compounding has increased from 25 to 40 prescriptions per day which are helping
them become profitable in compounding as well. They are now well on their way to
developing a clinical program and even hired a pharmacist to run it.
"The employees have seen the difference. We've changed the culture of
our store, and it is ever evolving. We've changed the doom and gloom to
more of a positive, and the employees have taken ownership which has
increased the satisfaction of their job."
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PERSONAL ENJOYMENT
Patti has helped them set up PICs, so they aren't managing everything by themselves.
They couldn't handle it all with 30 employees. It was simply becoming too stressful.
PDS has taught them how to stop worrying about micromanager every step of the
process. Now they can delegate, and the employees have bought into the success.
They've even been able to send employees to many PDS workshops to help them
step further into their managerial roles. Empowering their employees and watching
them grow through these training programs has enhanced their experience of being
pharmacy owners.
When asked what his advice to pharmacy owners looking for guidance would be, his
answer was simple. “I would ask them their pain points, and what if I told you there was
someone there to help you through those pain points and break through to the next
level? PDS can do that. I never thought it would be this much of a positive or have such
an impact, but it has.”
2018 AND BEYOND
As they prepare for 2018, they are taking a harder look at the profit drivers. They are
now utilizing PDS program, RxAnalytics, to find the hidden gems, which they didn't
have in place before. Curt and Shirley's hope is to continue building their long-term
care store, and there are a lot of possibilities out there.
"For us to grow 20% in one year and have the response from our staff
that we've had has been just outstanding. In retail, we just need to keep
finding those valuable items that Dr. Lisa Faast & PDS has helped put out
there."
They are even ready to rock and roll with Clinical Services and have hired someone
to get this going. With the support and insight PDS has provided, they see no limit
looking into the future.
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THE MEDICINE
SHOPPE #2057
DIPAK PATEL
57X ROISTRATEGIES
RXANALYTICS
GAINING CONFIDENCE THROUGH
LEADERSHIP TRAINING
Dipak Patel, owner of The Medicine Shoppe in Shillington,
Pennsylvania, was dealing with a good amount of
personal and professional turmoil before attending the
PDS Advanced Leadership Program (ALP). Patel, a self-
proclaimed “control freak,” had trouble empowering and
trusting his employees. He was delegating very little to
his employees, causing him to spend far too much time
working in his business, instead of on it. Not only was it
eating up his time, but it was ultimately unproductive, and
his business was struggling as a result.
After attending ALP, it immediately changed the way he
thought about business. Through his experience, it has
shown him that everything he thought was a struggle, is
now possible.”I’m starting to feel like I’ve set my team up
to run the pharmacy better than I do.” However, that is
indeed a testament to him. It’s one thing to receive highly
insightful information, but to take it and put it into action
is another. His team responded directly to his guidance.
With the help of ALP and his business coach, Andrew
Beck, Patel was able to let go and focus on leading.
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GOING ALL IN
Regarding recommending PDS to other pharmacy owners, Patel stressed the fact that
PDS will guide you and help you create the ideas, find the solutions, but you still need
to execute. Tom Brady, he expresses, has incredible talent and knowledge of the game
of football, but he still needs the guidance and support of the coach to excel at the
highest level. “There are so many experts at PDS, and there is always someone to talk
to so that I can get the answers I am looking for.”
“I’ve never had a question they couldn’t help me with...any question I
have, there is someone to help answer me, and I’ve always gotten the
solution from PDS.”
Through all of these positive changes, Patel has been able to focus more on his family
and feels genuinely happier in life. Between the awakening he experienced at ALP and
the positivity he now focuses on daily, he feels better than ever, both in his personal
and professional life. All of this is happening while his pharmacy is succeeding beyond
his wildest dreams. His next move? “Doubling up his business growth” in 2018.
Beck has also encouraged Patel to start marketing Sildenafil. They were already selling
it, but not promoting it. Reluctantly at first, they ran a TV ad, and the numbers spoke
for themselves.
“Before I used to fill two or three Sildenafil scripts per month. Now we
are doing at least 20-25, so I’m making about $2500 every month on
Sildenafil.”
Even with that, he says that the profits are still growing. He believes that this proof
of concept has changed his entire view of business and advertising, something he
never would’ve tried before attending ALP or joining PDS. He credits Beck and his
Performance Specialist, Stephanie Zimmerman, with planting the idea of reinvestment.
He now understands how critical it is to continuously reinvest to grow the business.
IDEAS INTO ACTION
The ideas were there and his actions paid off. Patel’s profit jumped from 12% from the
prior year all the way up to 45% in 2017! He and his team were able to accomplish that
with a low volume store. “There are no mistakes; it’s an opportunity to improve.”
“PDS is going to give you the idea, but you still have to do the work!”
18 ©2018 Pharmacy Development Services
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