BRATTLEBORO — “I'm in a people-oriented profession, says Andy Miller, co-owner of the new Brattleboro Pharmacy, located at 413 Canal St.
“I am a pharmacist. Customers will share things with me. I can see when they walk in the door how they're feeling. I like doing business in person. That's the way it should be. I keep a sign in the store that says, 'Mail order pharmacists can't see that anything is wrong with you.'”
Miller grew up in Melrose, Mass., and earned an undergraduate degree in biochemistry from the University of New Hampshire. He went on to the University of Rhode Island to earn his pharmacy degree.
“I started in Claremont, N.H., deferred to Brattleboro and just never left. Brattleboro is my community,” shares Miller.
A friend of Miller's, now retired fellow pharmacist, Ken Carpenter of Dummerston, knows what it's like to work in a local pharmacy. His career spanned 44 years at the Town Rexall Pharmacy on Main Street. At the time of the stores closure in 2006, it had the distinction of being the longest running, continuously operated, locally owned pharmacy in the state of Vermont. The store's roots went back to its opening in June of 1862.
Carpenter grew up in Brattleboro. His uncle, Robert J Carpenter, purchased the store in 1940 from Frank P. Barber.
“Mr. Barber took a liking to my uncle, so he got him educated as a pharmacist. In those days you could get your degree via correspondence course and through apprenticeship,” Carpenter said. “My uncle wasn't one to jump right in and take a risk, but his wife suggested he give it a go. Mr. Barber told him not to worry about money; instead he suggested that if business were good, to send him a check, and if it wasn't, well, he could wait until it was good again.”
“When I started in 1962, they were using the same drugs they used 40 plus years before. In those days, one new drug came out about every generation. Now, you're not using the same stuff as you were the last month,” said Carpenter.
All about people
Miller and Carpenter agree that times have changed, but one thing hasn't. When asked what each of them considers the most important thing about their job, they quickly and easily reply, “People.”
Carpenter feels sad when he thinks about mail order pharmacies. Especially when he acknowledges what the customer isn't getting.
“The public might think mail order is wonderful, but people getting things that way still came into my store to ask me questions about their medication,” he said. “They knew when they wanted to know something they could call me up.”
“The thing is, if you start looking at records, let's say you take 16 medications, and you get 5 of them from one place and 11 of them in the mail,” Carpenter continued. “Doctors aren't always forthcoming about giving other prescriptions and the patient is even less forthcoming about it. Let's say, you go to the dentist and get a painkiller and you've got a drug that interacts with it and that's not a farfetched example. You won't have to call for instructions because you might not be breathing anymore.”
“If the pharmacist doesn't know anything about the other drugs, you could be on the bathroom floor. Who is responsible for that?” asked Carpenter. “If people would just go to their local pharmacist and take all your medications to whomever you like and get everything from that one person, they will know all about you and your situation. When you bounce around, you might think you're going to save a quarter, but you can also do yourself in,” Carpenter says.
Miller suggests it's also about living together in a small town.
“In a community, we work together and we share our knowledge,” says Miller. “When I go into Brown and Roberts with my chain saw, I might not know why it isn't working correctly. The man who works there has that knowledge, and because it's a local store, I know I'll get good service and he'll be there to help me. Maybe a month or two later, he'll come into Brattleboro Pharmacy, and I'll have the knowledge to help him.”
“In a local town, those roles get reversed all the time,” Miller explained. “We need each other. Waiting on your neighbors, that's what business is all about. It's about pride and doing a good job. The drugs are the same as the pharmacies in town, and the co-pays for the drugs are going to be the same. The algorithm has moved towards convenience and getting something done quickly. But I think people still want to visit a store with exceptional service, a place where we will greet you by name and take the time to tell you about your medication and answer your questions. For me, that's the whole ballgame, service.”
The new pharmacy has sunshine streaming into its many windows. At the customer service counter, Linda Corliss, greets most folks with a big smile, calling many by name. Miller and Corliss worked together for many years at the former Brooks Pharmacy (now Rite Aid) on Canal Street.
“Linda is the first person that I went to,” said Miller. I said, 'I need you to work for me,' and she replied, 'of course!' We built this store wide open and we intentionally made it so that I can get out and walk around. People have to be able to say what they need to their pharmacist. They are our customers. They're important to us.”
Why did he start his own pharmacy instead of continuing to work with a chain store?
“In some chain stores they pit people against each other. The feeling of teamwork is lacking. There can be chaos because workers are asked to move quickly however moving quickly can also lead to errors and oversights. The business becomes about volume and not about service to the customer. I don't like working in that environment,” said Miller.
The idea of running a locally based store was also on the minds of former Brooks employees in Montpelier at the time of the Rite Aid buy out of the Brooks stores.
Carl Michaud was the manager of the Montpelier store, and his wife Lauren, was a technician. Jocelyn Depaolis and her business partner, Rich Goslin started a new store, across the street from their former workplace. Michaud managed it.
“Montpelier Pharmacy has done well from its first day in January of 2007,” said Michaud.
Once Miller and his partner decided they wanted to open their store in Brattleboro, they got together with the owners of the Montpelier Pharmacy and combined forces.
The Michaud's are in town to help Miller and his staff open and merchandise the Brattleboro store.
“It is such a pleasure to work for Andy,” says Michaud. “If I want an answer to a question, I go to Andy, and I have the answer right away. And if he doesn't agree with me, he'll tell me why or he'll say, 'Let's talk about it, Carl.' I just can't emphasize how different things work at a chain store. I don't have to go to the top of the food chain of some corporation in another state. Having a local owner for our store allows us to make decisions very quickly.”
Michaud has been setting up the merchandise in Brattleboro Pharmacy.
“I like a tight presentation, reasonable prices and as many local items as possible in the store,” said Michard. “We carry Emu products, out of Brandon, and Burt's Bees. We also carry New Chapter vitamins, and they are 20 percent off every single day. We stock Vermont Soap Company products, and all the things that you want to find at a pharmacy, from first aid supplies to home health products to assist people with living at home. There is a new line of lotion, soap and shampoo made from grape seed extract called Seeds, and we carry Marion Health greeting cards, made in New England. It's all at a reasonable cost. We're doing everyday products, with prices that are going to be competitive regionally.”
“Two independent pharmacies is strength in town,” said Miller. “Competition is a good and healthy thing. We all support each other in Brattleboro.”
How does Ken Carpenter think his friend Andy Miller will do with his own store?
“I'm glad that Andy is starting his own place. He has always been an independent pharmacist. It's a tough business to be in; it's not like working for a chain. He spends his time counseling his clients and not worrying about the cash register ringing. Andy quietly does a lot of volunteer work in the community too. He's put in hours and hours at the free clinic in town. A local bank, a local pharmacy, local businesses, I believe that's always the best way to go. I really wish him well.”