Honouring the most outstanding complementary healthcare industry retailer, the Vince Russel Retailer of the Year Award celebrates creativity and innovation in a retail setting. This award also celebrates positive contributions to both the community and to our industry. This year, our huge congratulations go to Chemist Warehouse winners of this important award. This extensive chain of pharmacies rose to some of the challenges impacting consumers due to Covid 19.
Huge congratulations to Jack and the amazing team at Chemist Warehouse
Recognising that the preference for click and deliver options for their pharmacy products as well as other goods was growing exponentially, the team zapped delivery times from three weeks to three hours for nearly 200,000 orders.
Jack explains: “Many people were and still are working from home or isolating, and couldn’t go out, so we wanted to provide service to customers.
“We did this by making an agreement with DoorDash® waiving delivery fees for the first week nationally. Deliveries were fast-tracked for on-demand delivery,” explains Jack.
The group chose this option because they felt that Australia Post was taking too long. The service was free for a number of weeks and now has a flat rate of $15 which covers the DoorDash fees.
Clicking on the deliver option, the customer’s inventory is packed in store nearest to their postcode and delivered within three hours if not sooner.
Jack tested the service for himself – he found that the delivery arrived within one hour but took two weeks via Australia Post.
A commitment to education
Jack and the team recognise that people will only benefit from Australian natural medicines if they understand how they may beneficially impact their own health. Thus, the group regularly produces television advertisements and their House of Wellness website and publications detail areas including areas such as weight-loss, health conditions, fitness, recipes nutrition and tips in easy-to-understand formats.
The What’s New in the Warehouse television and broadcast segments use trusted spokespeople including the well-established and respected pharmacist, Gerald Quigley.
“We are proud to offer the best range and variety in over 450 stores and over 20,000 staff. But to offer accurate information, our people must have access to educational information,” Jack says.
Staff are well trained – they are offered online education in natural health via training programs and classes in every state.
“Our team is cognisant of the responsibility to give back to community and we are active in supporting areas such as prostate cancer, women’s health and save our sons and more.
It begins with purchasing
And the process of stocking shelves with the kind of products people really want starts with the buying process.
“Our team is very clear about the need to give the customer what they want. So, our buyers come from customer-facing retail backgrounds – after all, if they don’t know retail, they don’t know what the customer really wants.
“We hire dynamic buyers who understand this and they are empowered. Examining trends at tradeshows, visiting manufacturers and studying overseas trends means that we can introduce goods as soon as possible to maintain our leading edge. Examining trends is important and plagiarism saves a lot of time!” laughs Jack.
And talking of trends, Jack and the group are currently working with the TGA to understand what can be done to bring CBD oil to their customers as is the case overseas.
“Successful retail isn’t rocket science – it’s about basic, practical, relatable and understandable processes done well and consistently. And it’s about providing people with what they want,” ends Jack.
Many congratulations Jack and the team at Chemist Warehouse!