Pharmacy Success Secret Formula: How Great Care Drives Real Growth
By Phil Prosser, Founder & CEO. April 2025
What makes a local pharmacy stand out from the rest? Is it just convenience? A wide product range? Price?
These all play a part—but the real difference lies in how your clients feel when they walk through your doors. In the busy world of community pharmacy, it’s easy to get caught up in tasks—dispensing, scripts, stock levels, rosters. But at the heart of every thriving pharmacy is something more meaningful: TRUST. Clients return because they feel cared for, heard, and supported. They recommend you because your advice, service, and warmth go beyond their expectations. And yes, this level of care can (and should) drive business growth.
Because growth isn’t a dirty word—it’s the outcome of getting care right.
The Formula: Care + Trust + Action = Pharmacy Growth
At Feedback ASAP, we work with pharmacies that want to grow—but never at the expense of care. The best pharmacies grow because of the care they provide. Our programs are designed to support the daily realities of pharmacy teams—busy schedules, multiple roles, and a desire to help every client/patient. We believe that when care is consistent, when recommendations are trusted, and when every team member is confident in their role—growth follows. That’s why we focus on the experience. Not just for your patients, but for your team.
Why Real-Time Patient Feedback Matters: It’s one thing to track sales. It’s another to really understand WHY clients choose your pharmacy—and what might make them choose somewhere else. That’s where real-time feedback comes in. We help pharmacies listen to what locals are saying right now in real-time, in language that’s authentic and actionable. What’s interesting is we offer patients options to tell us how they feel and why using a blend of video, voice, and type. Both older and younger people use devices and are happy to respond however it’s vital ‘what’ you ask is totally relevant to that visit today. It might be cold and flu, allergies, sun skin care… personalization is the key to improving response rates and having more people complete your surveys. What you ask and how you ask it allows you to do the following:
- See which behaviours build trust and advocacy
- Spot service gaps or missed opportunities
- Support your team with clear, insights from local customers not just some brand marketing measurement
- Track impact as improvements are made by your team (it’s always about local level improvement)
When we know more, we can care better. Growth That Starts With Your Team. We believe that great client experiences start with engaged team members.
When pharmacy teams understand the difference their behaviors make, when they’re supported with training and coaching, and when they receive real-time recognition—it builds confidence, motivation, and stronger relationships with clients. Whether it’s a retail assistant recommending skincare or a pharmacist offering trusted advice over the counter—every moment matters. Our approach gives your people:
- A clear focus on what matters most to patients
- Encouragement to build habits that drive loyalty
- Coaching tools that celebrate what’s working and improve what’s not
And it gives managers and owners visibility and clarity—what’s working, where support is needed, and how to keep raising the bar.
A Program That Works Across the Whole Pharmacy: This isn’t just about the front of store. CX programs apply equally in the dispensary, where privacy, clarity, and compassionate advice make all the difference. From category sales to script services, the same rules apply:
- Make it personal.
- Make it easy.
- Make it caring.
- Make it actionable & accountable.
When your whole team is aligned around delivering the best care and experience, the results follow:
- Growth in trust and word-of-mouth referrals
- Growth in team capability and culture
- Growth in category performance and service satisfaction
Because when clients feel cared for, they come back—and they bring others with them.
The Top 3 Reasons Patients Choose You (and Keep Choosing You): From our work across the sector, we’ve seen a consistent pattern in why patients say, “This is my pharmacy.”
- Trusted Advice: Pharmacists and staff who listen, explain, and recommend what’s right.
- Warm, Caring Service: Friendly faces, consistent support, and never feeling like a number.
- Confidence and Consistency: Every visit feels personal, and every team member delivers.
The right CX tools and programs are designed to help you deliver on all three—every day, every shift, and every customer. Real Care. Real Results. When your team knows exactly what to focus on—and why it matters—growth becomes simple and sustainable.
- Growth in people: more confident, capable team members.
- Growth in sales: particularly in categories where advice and service make the difference.
- Growth in reputation: as more patients trust and recommend you.
And best of all? This isn’t about guessing or working harder. It’s about working smarter—with support, coaching, and tools that turn feedback into real improvement. If you’re ready to become the first choice and best choice in your community, let’s talk. Because great care isn’t just good business—it’s the heart of a thriving pharmacy.