US Pharm. 2012;37(4):2.
On the occasion of her seventh birthday,
I recently had the pleasure of escorting my granddaughter to Disney
World in Orlando, Florida. I hadn’t visited any of the Disney
properties in a good 30 years. While each venue was distinctly
different in the entertainment value it delivered, there was a very
clear commonality in all their management styles. It was remarkable to
me that so many people seemed happy despite the fact that the parks are
expensive and crowded, and that it is not unusual to wait up to an hour
to get onto a 5-minute ride. I thought perhaps today’s pharmacy owners
could take a lesson or two from Disney.
For years, retailers have tried to explain what makes
Disney so successful and how this success can be replicated. In the
simplest terms, I suppose, the answer is to give people what they want
and be the best at it. But I think I have cracked the code; these 10
points are something I’m fond of calling The Disney Pharmacy Solution.
So put those “ears” on and get to work.
You may not be providing amusements, but you are providing the gift of
life, and I can’t think of anything else that puts such a big smile on
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