On average, more than 55% of a script customer visit to a pharmacy is spent idle, not engaged with any staff.                                                                  How does your pharmacy compare?

We’ve done the math on pharmacy performance, and it boils down to one very troubling reality: for every moment a customer is left disengaged, you are leaving money on the table.

But there’s a flip side to that. By making some quite specific changes, you can expose some quite significant opportunities to drive reduced cost, increased customer satisfaction, and higher revenue.

All too often however, it can be hard to know where you stand, let alone what to change and how to improve. That’s where we come in. With more than 6 years of experience helping leading Australian pharmacies optimise their processes, we’ve developed a clear process to help you make the most of each and every customer interaction.

Everyone thinks they are the exception. But chances are, you’re not!

We’ve been able to highlight to numerous pharmacies exactly where their gaps exist, and then take pleasure in helping them turn those around for improved results.

We do this by helping you to:

Quantify your reality

Understand how your forward pharmacy service measures up, and how that translates into a platform for growth.

Implement the change

Sustainably implement recommended structure and strategy improvements to see immediate results.

Benchmark against your peers

Gain valuable insight into how your pharmacy is performing against others like you.

Increase sales (conversation) skills

Drive increased revenue by making the most of every single customer interaction.

Identify opportunities for improvement

Identify opportunities for improvement to help accelerate your growth even further.

Continuously improve

Stay ahead of the game by continuing to improve your pharmacy operations.

It’s a difficult environment to play in right now.

As you know, the profitability of Australian retail pharmacy has never been under more pressure. While research shows that the most common approaches contemplated by owners in response is to cut costs (wages), ramp up discounting, or simply keep on keeping on, these approaches tend to have some quite adverse consequences of their own.

However, as the industry continues to commoditise and customer engagement becomes the differentiating factor, winning pharmacies will compete on their ability to provide valuable health advice and convert this to revenue and margin growth.

How do we get you there? Here’s “The Next Level Pharmacy System” at a glance.

Pharmacy Staircase Model Feb 2019
Get in touch to learn how we can help!

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."

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."

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."

We've helped some of Australia's leading pharmacies optimise their client interactions