Your pharmacy profit is directly related to your (the pharmacy owner’s) soft skills and your ability to cultivate soft skills in your team.
What Are Soft Skills
Soft skills—communication, empathy, and emotional intelligence—are often treated as the “nice to have” extras in business. But let me let you in on a little secret—they’re not extras at all. In today’s world, these so-called soft skills are the real hard skills that can drive serious pharmacy profit.
And here’s the thing: as an independent pharmacy owner, you’re already in the people business. It’s not just about filling prescriptions; it’s about creating lasting relationships, leading with heart, and building a culture that makes people want to stick around. Let’s explore how mastering soft skills can take your pharmacy profit to the next level, with some actionable steps you can start right now.
Culture Is Everything—Seriously
I can’t stress this enough: your pharmacy’s culture is its foundation. It’s not just about hitting sales targets or getting through the day-to-day grind. A great culture keeps your team motivated and makes them want to show up and do their best every day. When employees feel valued and part of something bigger, that loyalty and productivity trickle down to how they treat your patients.
And trust me, your patients feel that.
Think about the last time you genuinely thanked your team for their hard work. A simple “Hey, you did a great job today” can have more impact than you might think. It costs nothing but creates a positive atmosphere that your team—and your patients—will love.
As the team at my first pharmacy grew, I made it a rule to write one ‘good job’ notecard for one employee each day. I might thank them for handling a tough situation, covering a shift, or just being fun to work with.
Right now, pick one employee and send them a quick text: “Hey, you’ve been doing awesome lately, and I just wanted to say thank you!” It’s a small action, but the payoff in team morale is huge. Bonus points if you make this a regular habit.
Empathy Isn’t Just for Your Patients
We all know empathy is key when dealing with patients, but what about showing that same level of understanding to your team? Pharmacy life can be stressful, and your employees might be juggling personal challenges on top of work pressures. By showing a little empathy, you’ll build trust and create a more cohesive, loyal team.
It’s cough and cold season, and getting sick is inevitable. I provide my staff with a vitamin and medicine bar. They can take what they need to boost their immune system or feel better if they’re under the weather. I also allow them to shift change on their own. If they get their shift covered, that’s all that matters to me. This flexibility and support show I care about their well-being.
Make it a point to check in with your team regularly—ask them how they’re doing, and then really listen. That genuine care can help reduce their stress and make your team feel more supported. When your team feels cared for, they’ll go the extra mile for you and your patients.
Content Isn’t Just for Influencers—It’s for Pharmacies Too
Gone are the days when content creation was just for big brands or a way for influencers to make a buck. Now, more than ever, it’s vital for your independent pharmacy. Sharing valuable, relevant content—whether it’s a blog post, a quick video, or a social media update—helps you connect with your community and build trust. And trust equals pharmacy profit.
What’s the most common health question you get in your pharmacy? Maybe it’s about flu shots, vitamins, or medication management. Use these FAQs as fuel for your content. Write a quick blog post or record a simple video explaining the answer in plain terms.
Pick one health topic that you frequently get asked about (like flu shot benefits) and create a two-minute video on it. Post it on your Facebook page. You don’t need to be a video pro—just be real and informative. The more helpful content you share, the more you position yourself as a local health expert.
Get Real With Yourself—Self-Awareness Matters
Okay, this one might sting a little.
How many times have you set business goals only to let them slide because, well, life happens? Self-awareness is about facing the areas where you’re falling short, being honest with yourself, and deciding to make a change.
Maybe you’ve convinced yourself that your pharmacy is too small to need a robust social media presence. But let’s get real—any pharmacy, no matter the size, can benefit from being active online. It’s easier than you think, and the rewards are worth it.
Take an honest look at your pharmacy operations. Where have you been slacking? Is it customer service? Inventory management? Marketing? Pick one thing to improve this week, and follow through. Sometimes, the hardest part is just getting started.
Gratitude—The Secret Sauce for Pharmacy Profit
Here’s something you might not expect: gratitude is a secret growth tool. It’s easy to get caught up in the hustle, but taking time to appreciate your team and your patients builds loyalty that money can’t buy. When people feel valued, they stick around.
I once heard about a business that surprised a new customer with a signed jersey from their favorite sports team. That customer became a lifelong, loyal client. Now, I’m not saying you need to splurge on sports memorabilia, but a little gratitude—like a handwritten note—can make a lasting impact.
Make it a habit to send a handwritten thank-you note to your patients. It doesn’t need to be fancy—just a simple “Thanks for choosing us for your pharmacy needs!” Your patients will love the personal touch, and it will keep them coming back.
Bringing It All Together
Running a pharmacy isn’t just about managing the day-to-day—it’s about creating something special. By focusing on soft skills like building culture, showing empathy, sharing valuable content, and practicing gratitude, you’ll not only help your team thrive but also create a pharmacy that stands out from the rest.
And the best part? These won’t cost you a fortune. You don’t have to wait to get started. Send that thank-you text, film that quick video, and most importantly, appreciate where you are right now. The pharmacy profit you’re looking for is closer than you think.
If you want to dive more into how you can increase your pharmacy profits with unique and fool-proof strategies, consider joining Pharmacy Badass University.
