What we measure and why | The Next Level Sales System

The Facts

53% of script customers will stay in the store for the duration of their dispense
Regardless, whether they stay or come-go-come-back again, for each dispense cycle, they will average 5m 3s in store
Of that 5m 3s … 44% (2m 14s) is spent engaging with a dispensary team member. More time, 2m 49s, is spent disengaged – standing in queues or waiting around
Of the 2m 14s engaged, the dispensary team members spend 25 seconds providing “mandatory protocols” – proactive medicines counsel … and only 11 seconds providing proactive health and solution advice
Of the 4m 12s processing a script item, 2m 16s is spent sitting idle … longer than handling/processing time
51% of script customers will receive some form of proactive medicines counsel – the so-called “mandatory protocols”
48% of the time, the Pharmacist is stationed with at least one counter, often two, away from the customer at the rear undertaking the lion’s share of the manual processing
Average script customer “companion sell” ratio is 29 – for every 100 script customers, 29 non-script health category products are sold
The average non-script health customer “basket size” ratio is 120 – for every 100 such customers, 120 non-script health category products are sold

Create a compelling value proposition for your customer to stay – not go somewhere else and return later

The Forecast

Profitability of Australian retail pharmacy has never been under more pressure
Research shows that the most common approaches contemplated by Owners in response is to cut costs (wages), look to off-setting forms of Government revenue, eg professional services, or simply do nothing differently
As with “adversity” in any business setting, leaders see the opportunity to differentiate. Winning pharmacies will compete on health advice, offering a more complete solution & convert to revenue and margin growth
Research also shows that many Pharmacists already think they are “doing it”, ie great customer engagement effectiveness and script processing efficiency
Until recently, there has been no independent, industry-wide means of objectively assessing a dispensary team on the degree to which they are “doing it”

The Future

The Next Level is an independent consultancy that objectively assesses dispensary teams on the degree to which they are “doing it”

So what does The Next Level do?

The Next Level :

quantifies YOUR reality
benchmarks YOU against peers
tells YOU what YOU need to change ,why, and quantifies the prize in $ margin

Studies (cohort of more than 300 Australian retail pharmacies) show that to unlock YOUR own opportunity, YOU will need to address YOUR unique challenges in:

changing hearts & minds (aka people & process)
right resourcing level/mix to facilitate this
right practices and processes to enable this

The imperative is stark …. The choice (virtually) non-existent

Survive AND thrive….OR…..

Want to see a sample report? Click Here

Pharmacy testimonials

Nicky Muscillo, Pharmacist / Partner , Terry White Chemmart Coorparoo

“With Next Level’s services, we were able to gather exciting data, helping to direct the right resources to the right places. In the end the customer, the team and our pharmacy reaped the benefits”

Nick Logan, Pharmacist , Pharmacist Advice, Artarmon Inner Sydney

“The Next Level was able to accurately and quantitatively measure and report the length of our quality interactions with consumers. This enabled us to improve our service and profitability”

Christine Richardson, Pharmacy Owner , Amcal, North Queensland

“The Health Destination service delivered a real analysis in real time with real pharmacists and real customers. As a result I have been able to ensure every prescription customer has a meaningful engagement with a pharmacist on every visit”

Albert Yeap, Pharmacist Manager , Priceline The Glen

"I thank Glenn and his team for the experience, mentoring everyone in the skills to increase patient engagement and focus. The acronyms used during the patient engagement and consultation process were amazing. Pharmacists have reported a better experience being more engaged with patients."

Adele Dannals, Pharmacist , Huonville Pharmacy

"Thankyou Glenn! It has been my pleasure to learn from you. Looking forward to talking to you in the future. Onward and upward!"

Michael Grace, Proprietor , Huonville Pharmacy

"I thought both meetings were excellent. If we could introduce 10% of your suggestions I would be happy. But we will aim higher than that."

Sherryl Munday , HSN Management Pty Ltd

"My experience with Glenn and Next Level was sensational. The results I got were outstanding in the 10 stores I managed in terms of increased sales and profits and efficiency which in turned lowered my wages cost as a % of sales dramatically."

Mina Boutros, Managing Pharmacist , Terry White Chemmart Narre Warren

"I highly recommend Glenn and his professional team. On both business parameters and professional aspects the team at Next Level are capable of offering a tailored plan of action based on a scientific proven analysis through their program to help your team maximise on all missed opportunities."

Janet Sirvio, Pharmacy Owner , Beenleigh Discount Drug Store

"If you take the time to embrace the program, do the work required and understand that this is a program that requires behavioural change, so will not happen overnight, but with regular training and support it is going to have a big impact on your bottom line overall."

Janet Sirvio, Pharmacy Owner , Beenleigh Discount Drug Store

“A very informative and intensive training system that will take a while to implement fully in store but has already changed my way of thinking when I am talking with a customer...Doing this I can see results ...it reinforces change in my approach with every customer.”

Taraleigh Beecher, Professional Services Support Pharmacist , Good Price Pharmacy Warehouse QLD

"The NEXT LEVEL audit followed by changes to the store have been extremely beneficial. They have helped in changing to a forward pharmacist culture at our Mt Gravatt store. Our customers have responded very positively to increased pharmacist engagement and this has therefore lead to increases in some key areas of the business. Hopefully as a store we can continue to change our culture and shift our pharmacy into a high engagement pharmacy. "

Swaroop Sawant, Pharmacist/Owner , Priceline Jesmond

"Implementing the recommendations from The Next Level has resulted in us not only giving better advice and service to our customers but also a growth in sales for our business. Compared to the same time last year we have experienced a 14% improvement in health sales and an almost 50% increase in OTC items sold with scripts, and we believe this is just the beginning."

Robert King, Pharmacist/Owner, Amcal Max Kanwal Village , Amcal Max Kanwal Village

"We are really now starting to see the benefits from our pharmacists being more engaged with customers.....a journey that started with The Next Level and subsequently involved LEAPP."

Marta Stybowski, General Manager , Pharmacium

"Our sister company, Willach Pharmacy Solutions, have been using the services of “The Next Level” for a number of years. Our colleagues at Willach have recognised the independence and thorough rigour of science behind The Next Level’s capability to audit, measure and benchmark any pharmacy’s script processing and customer engagement. At Pharmacium, we have similar needs – to assist pharmacies to identify their key areas for improvement and be able to independently measure the benefit that our services can offer a pharmacy team. But we needed a modified version of The Next Level’s standard auditing and reporting to meet our unique requirements. The Next Level were only too willing

Carolyn Clementson, Professional Services Pharmacist , GPPW Corporate Stores

"Glenn and his team have a warm and engaging style and our corporate store teams have taken well to the program. We continue the rollout across our corporate stores. The results of our own inputs integrated with The Next Level’s program have shown compelling performance. Overall script growth has grown an average of 10% and in those stores who have completed their sales training we are seeing an average 30% uplift in script add-on and OTC add-on sales. We see The Next Level as an ongoing strategic partner and look forward to extending these results."

David Gulland, Operations, Insights & Innovation Manager, HPS Corporate Office , HPS Corporate Office

“Thank you to Glenn and the team at The Next Level. You have done an amazing job. I hope to reach out in the future with some more projects”.

Christine Richardson, Proprietor Pharmacist , Priceline Pharmacy Fairfield Central

“If I could summarise why The Next Level’s training is so different and beneficial in a nutshell, it is because it gives us skills to really make a deep and emotional connection with our customers. A connection beyond the norm of the product, price and advice. We are seeing results in the shape of sales and profit growth, customer loyalty and increased career satisfaction for our team.”

Stephen Hughes, Director, Morooka Pharmacy QLD , Moorooka Pharmacy

"The Next Level conducted an audit of our workflow and pharmacists’ activity in March 2015. The information received from this audit and the “structural solutions” advice was then used in a minor renovation to the pharmacy resulting in a large improvement of workflow and efficiency. In 2018/2019 we then undertook the Next Level training program which all of the staff benefited from and resulted in tangible improvements in sales."