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By Cynthia Howe
FRANK’S PHARMACY
hat does an old fashioned pharmacy look like in the 21st century? Where customer service comes first and people call you by your first name? It looks like Frank’s Pharmacy, as Carrie of Santa Cruz attests, “People always remark about small, local businesses where ‘they know your name.’ Usually it’s an exaggeration. At Frank’s, they actually, really know your name.” Carrie said, “It felt like I had stumbled into the twilight zone.” And Carrie’s not the only one. Frank’s Pharmacy has made customer service a part of their business culture. With 25 years of small business experience, Frank’s Pharmacy has developed a high standard for independent and personalized pharmacy services. While some may boast of high expectations, Frank’s delivers - literally. Free delivery is just one of many resources found at Frank’s. A customer may refill her prescription using her iPhone, pick up her order fifteen minutes later and have a printed total of her accumulated costs of medication for tax purposes on the side. Another customer, a senior citizen on a tight budget, may go online
Frank’s Pharmacy staff (from left): Terry Cuaresma, Pharmacy Technician; Debra Cecelon, Pharmacist; Debra Peacock, Pharmacy Clerk; Tracy Bloomfeldt, Pharmacy Manager; Kelly Bartlebaugh, Pharmacy Clerk and Tanya Miller, Pharmacist.
for her prescription, have it delivered, along with a ‘pocket profile’ – a handy print out of all her medications and doctors she can carry in her wallet and share with other medical professionals. Another customer may be tracking his prescriptions and history online through Frank’s special
22 / October 15th 2012 / Aptos Times www.tpgonlinedaily.com
online access. You just don’t find service like this with other large pharmacies, as Darryl recently shared in a handwritten note to John, co-owner of Frank’s Pharmacy. “I just want to say that I’ve been coming to Frank’s Pharmacy on and off for several months, and I am exceptionally pleased with the service here. I drive all the way from Santa Cruz to Aptos to Frank’s for this reason. All the staff have been super friendly and helpful, and I really enjoy the old-fashioned small-business atmosphere, where staff care about the customers and get to know them. Thanks.” In the case of local pharmacies, larger is not better. Customers are sensitive to their medical needs and what their present health conditions demand of them. When you’re sick, standing in a long line is the last thing you want to be doing. Also calling a large corporate pharmacy is a nightmare, with interactive recordings and complicated number inputs as you try to speak to a real person. That doesn’t happen at Frank’s. When you call Frank’s Pharmacy, a live person answers the phone. You can sense their smile on the other end and that they possess an, “I’m here to help you” attitude. Another service they provide is medication disposal. “After my mom passed away, I had a terrible time finding where I could safely dispose of my mothers prescriptions.” Kathy Phillips shared. “I wanted to give them to Doctors without Borders, but they wouldn’t take them. I
knew I couldn’t just dump them down the drain, and I couldn’t in good conscience, just throw them away.” Just inside the door of Frank’s Pharmacy, you will find a locked container where you can dispose of expired or unused medications. Throughout the store, you will also find the unique items you expect to find in an old fashioned pharmacy. Unique soaps, personal items as well as health related products. But the best find you’ll make are the pharmacists themselves. There are four pharmacists at Frank’s Pharmacy, all committed to one-on-one attention and service. Along with John Lindberg, a part owner and pharmacist with a long history of pharmaceutical services, you will find Cindy Keys with 21 years of experience, Debra Cecelon also with 21 years of experience and Tanya Miller with 7 years of experience. These competent and friendly pharmacists understand your personal needs, not just your medical profile, as Tanya shared. “One customer told me just yesterday how she really appreciated coming somewhere people knew her and she could ask us questions,” Tanya said. “Medical needs are so personal, and she shared that she was happy to find such a warm, caring group of people to help her. That’s what this job is all about.” Frank’s is located at 7518 Soquel Drive in Aptos, next to Aptos Natural Foods. Their store hours are 8:30 a.m. to 6 p.m. MF and Sat 9 a.m. - 2 p.m. Their phone number is 831-685-1100, or you can visit their website at www.franksrx.com. n