To find out what really works for community pharmacy owners, we have been conducting interviews with well-established and successful community pharmacy owners. This is the second of many that we will be sharing over the next year. John Sutter has been a business owner for over 30 years and owns pharmacies in the state of Wisconsin.

Waypoint: Why did you choose to become a community pharmacy owner?

John: I grew up in family business and running our farm was something I wanted to do. I became interested in science and math and as I grew older, pharmacy became an option.

Though I chose pharmacy, I still own the land our farm was on.

Waypoint: What helped you survive the startup phase of being a pharmacy owner?

John: I graduated from pharmacy school in 1978 and at the time I thought it would be wise to work for someone else. I wanted to see what the large chain stores were doing, understand my future competition, and figure out what they were good at and where they were not doing so well.

My first store was a brand new location in Madison, Wisconsin. I opened it in 1980 and after three years I was able to purchase another pharmacy in Horicon, a town of 3,800 not far from Madison.

The underlining factors behind my survival were a strong will to succeed and optimism that I was going to be successful. Family support was also key at the time, especially my wife who was also my business partner.

Being realistic was important: I set realistic expectations for myself, the stores and others.

Waypoint: What advice would you give a young person beginning his or her career as an owner?

John: Begin by setting realistic expectations. Base your expectations for start up on thorough research. Choose the best possible time and place to start and then be prepared to work very hard.

Also, it really helps to be active in the community and as often as possible, in the profession. I have developed my networking skills which has helped me learn a lot from other pharmacists. I attend association events and support my association as much as possible.

Paying attention to details is essential, but I think this is something that comes naturally to most pharmacists... it is a trait that I recommend you take advantage of.

You have to learn to say no, you have to pick your spots and not try to do everything or be everything for everybody.

Communication skills are imperative; you have to take that extra step to understand what is going on around you and what people are really thinking and feeling.

Also, this is such an important business because of the role it plays in peoples' lives; which is why you need to always be professional.

Waypoint: What are your top three most important working habits?

John: To be successful, an owner needs to care about the people they are working with and the patients they are serving. Ask questions then listen and go the extra mile with the therapeutic aspect.

Be an active listener and always take action when it is required.

Pay attention to the numbers and what’s behind the numbers

Waypoint: How do you hire and keep great employees?

John: I have learned a lot from a few bad experiences. I am always careful to  set clear expectations for my employees. I also focus on creating a positive, open work environment and I try to give my employees the tools they need to succeed.

I am always trying make sure I have he right people doing the right things, the things they are good at and find satisfying.

But, because we are a small business, I am also very focused on cross training where at all possible. This helps us run the business smoothly when an employee is ill or we are looking for a new person to hire.

I am quick to praise and reward them when they go above and beyond, or when they suggest improvements and especially when they show leadership by helping someone else.

Waypoint: What do you see as the future for community pharmacy?

John: Community pharmacy has a bright future for people who are willing to work hard and are willing to look ahead to identify new trends and ways to satisfy new needs.

The aging of the population - changing demographics - is something we can take advantage of because I believe it will create more demand for our services. I think independent pharmacist have an advantage because they are perfectly positioned to provide great advice and an extra level of care.

Also, because we are so close to our customers, we are able to recognize opportunities that will  bring more value to our customers and our businesses.

Where does this wisdom come from?
The content of this blog is inspired and substantiated by our experience helping independent community pharmacists enjoy financial independence during and after their life in pharmacy. When a pharmacist reaches out to us for information and help, we endeavor to give them as much free value as is possible. In addition to providing educational and strategic planning tools (like The Helping Community Pharmacy Survey), we invite qualified pharmacists into our formal discovery process.

The first step of the process is completing The Inspired Goals Workshop. This 90-minute session enables us to deliver a detailed and personal Inspired Independence Blueprint. The blueprint provides a personalized roadmap for achieving your goals and enables you to fully understand the value of joining The Inspired Independence Program.

If you wish to learn more about any aspect of our work, the free value we offer, or to be considered for The Inspired Goals Workshop, visit our web site at www.waypointus.com or call 843.873.4420 and ask for Ben or Matt Coakley.

At Waypoint Pharmacy Advisors, we take care of you!