Sometimes, it can be hard to be competitive as a small business owner because you’re not only competing with small businesses but also with the larger ones—the giant ones that are well-established, trusted, and known, and they probably offer something that you can’t.
Usually, small pharmacies, are just that: they can offer prescription services, some OTCs, and maybe a few other small things, while large drugstores like CVS are able to offer aisles upon aisles of products, large sizes, and probably even some services that you can’t such as passport photos for example.
Needless to say, it can feel like a big defeat that you just can’t offer what the big guys can, right? While that might be the case, don’t immediately accept defeat. Your small pharmacy can still outshine the big chains. So, here’s exactly how!
What Small Pharmacies Offer That Large Pharmacies Can’t
When it comes to big-chain pharmacies, it’s easy for customers to feel like just another transaction. But think about small pharmacies for a moment, you’ll notice a different vibe—one where conversations are more personal, and service feels genuinely caring. Unlike their giant counterparts, small pharmacies harness something powerful that large corporations often can’t replicate: a deep, meaningful connection to the communities they serve. But it goes beyond that too.
Personal Customer Service
Small pharmacies typically operate with a smaller staff base. This allows employees to know their customers by name, remember their health histories, and understand their needs. For the most part, in a small pharmacy, it’s common for staff to notice if someone hasn’t come in as usual or to follow up on a specific health concern.
This level of care builds trust and a personal connection that large chains often struggle to match due to their high customer volume and frequent staff turnover. Simply put, small pharmacies know the needs of their customers, and large pharmacies literally can’t even compete with them.
There’s a More Tailored Approach
You have to keep in mind that small pharmacies are more than just dispensaries; they are problem-solvers deeply familiar with the unique challenges their community faces. So, if you go to a big-box drugstore, you’re not going to be getting help from the pharmacist or the technician. Usually, it’s a cashier or a restocker. It’s not like that for small pharmacies because the technician and pharmacist are doing all the above, so they know everything that’s in the store.
Supporting Local Causes
It’s very rare for a large corporation to get involved in small community events, so most rely on small businesses—the ones that actually support the community. The same can be said for small pharmacies. This reciprocal relationship strengthens community bonds and builds loyalty that big chains often cannot cultivate.
Quick, Decisive Action
For the most part, large corporations are very profit-driven and will stop at nothing to get that. While yes small pharmacies need a profit, too, it’s still different because of their more human-centered approach. During crises like the COVID-19 pandemic, many small pharmacies quickly adapted to provide essential services, such as curbside pickups, home deliveries, or organizing local vaccination drives. This agility in responding to community needs often outpaces that of larger chains.
How Can You Get Your Pharmacy to Kill the Competition?
From what you read above, the fact that your pharmacy is smaller gives you a leg up. The fact that your small pharmacy can offer patient adherence solutions, something that large big-box pharmacies don’t (and can’t) necessarily offer, also gives you a leg up. But of course, having a tight-knit business-patient connection doesn’t immediately mean that your business will get the attention it deserves (as unfortunate as that is). There are still some things that you can offer that large ones just can’t offer. So, here are some other things that you can do to help outshine the big chains!
Keep Making It Personal
What’s better than being greeted by name with a smile when you walk in? At a small pharmacy, you can truly get to know your customers and their health needs, which can transform a simple transaction into genuine care. Just think about this for a moment, being remembered and welcomed (something that never happens at big stores) really makes you stand out. Just remembering a regular’s favorite supplement or following up on a patient’s treatment, these personal touches can create lasting loyalty.
Do You Have a Niche?
To a small degree, you can have a niche in your small pharmacy business. Big chains often cast a wide net, but sometimes they miss what’s needed most in your community. Does your neighborhood have a high number of elderly who need specific care, or perhaps young families looking for child-friendly health solutions? It might be a smart idea to consider looking into finding a niche, filling it, and watching your pharmacy become a community favorite.
Create a Community Hub
You might not be able to do this; it just depends on your competition and whether or not your local health department will allow this (some regulations may be regional-based). Why not turn your pharmacy into a local landmark where health meets heart? Host wellness workshops, bring in guest speakers for health talks, or provide flu shots right before the winter months. It’s about making your space inviting and informative, encouraging people to think of you first when health questions arise.
Look into Collaboration
Why not collaborate with local businesses or the local health department? Partnerships have power. So it might really help to team up with nearby clinics, yoga studios, or health food cafes to offer cross-promotions or wellness events.
These relationships not only broaden your network but also reinforce your community presence. Plus, big-box pharmacies don’t even bother doing this, so you’re immensely ahead just by doing this! Seriously, when was the last time you saw a large corporation sponsor or collaborate with a small business or, better yet, a small brand?
Think About Convenience
Offer the little conveniences that big stores often overlook. Maybe it’s a super-fast prescription refill, or perhaps the option to order online with easy pickup. These services can make a huge difference in convenience, making your pharmacy a beacon for those who are tired of the long waits at big retailers.
Consider Going Online
So this one might be pretty unique; for the most part, small pharmacies don’t really bother with having an online presence, but this can be good for local SEO. Now, this doesn’t mean that you have to create TikTok videos, but it’s about staying engaged.
You could even have a website (if you don’t already) and create a blog where you can share everything from health tips to news about your in-store events to keep your pharmacy in the loop and in the minds of your customers. There might be a chance people engaged, maybe not, but if done correctly, it can still help with local SEO.
Keep your Team Happy
It usually depends on the pharmacy, but it mostly consists of one or two pharmacists and several technicians. Regardless, the team needs to be happy! If you think about it, a happy team translates to happy customers. In a small pharmacy setting, you have the unique opportunity to nurture a family-like workplace. Invest in your team’s growth and well-being, celebrate successes, and maintain an environment where everyone’s excited to come to work.
Implement Eco-Friendly Practices
So, there might be some limitations to this, but it’s still best to recognize it. If you’re able to (because, again, there might be limitations due to regulations), then try to show your commitment to sustainability by adopting eco-friendly practices. This could include using digital receipts, recycling programs, or sourcing sustainably produced products.
For the most part, you can expect customers to value and support businesses that take responsibility for their environmental impact, which can enhance customer loyalty and attract a new client base interested in green initiatives.
Offer Tele-Pharmacy Services
This might be something else to consider, as telehealth is almost becoming an expectation. Expanding into tele-pharmacy can help you reach a broader audience, especially in underserved areas. In general, services like virtual consultations and medication management can be invaluable for customers who have difficulty visiting the pharmacy in person. This not only improves access to healthcare but also positions your pharmacy as a forward-thinking, accessible provider.
Develop a Robust Referral System
Why not try to build relationships with local healthcare providers to establish a referral system? For the most part, small-town pharmacies already do this. This can help because having a network of doctors who trust your services and recommend your pharmacy to their patients can significantly increase your clientele. Just make sure to reciprocate by referring customers to these healthcare providers when appropriate, which can strengthen these mutually beneficial relationships.
Reward Loyalty
Last but not least, why not consider rewarding this loyalty? A loyalty program can be a great way to keep customers returning. Offer rewards not just for purchases but for participation in health programs and workshops. It doesn’t even have to be on that scale but try to recognize and do something for your loyal patients and clients.
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