Front-End Overhaul


Excellent Customer Service Is a Niche

I recently found myself scrambling around Burlington, Vt. desperately looking for a homeopathy remedy called Coldcalm. I am not aware of any community pharmacy in the area that sells the item, leaving me to Google a store that carries the product. The search came up with Walmart and CVS. After no luck in my detailed search at Walmart, I had to find an employee who could help me. I could not get the attention of the pharmacy staff, so I left assuming there was no homeopathy in the store. The next stop was CVS, and after no luck searching there, I was finally able to speak to a pharmacy staff member. Our conversation went like this:

Me: "Excuse me, do you know if the store carries Coldcalm? It's a homeopathic remedy."

Staff: "Is it for colds?"

Me: "Um, yes..."

Staff: "Then it would be in the cold aisle, and if it isn't there then we don't have it." He walked away before I could tell him that all of their aisles seemed cold.

Community pharmacies are always looking for a niche. Look no further than offering excellent customer service—just be sure yours is truly good. (Another niche? Carrying unusual and hard-to-find products like the ones you can get via

Gabe Trahan, NCPA Senior Director of Store Operations and Marketing

Front-End Overhaul

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