The Olde Walkerville Pharmacy

When you are standing in a long line at a big box store or trying to get a sales clerk to help you out in an impersonal super-sized chain, you may long for the good ol’ days of small shops with friendly staff and superb service.

Frank Vella has built a new business based on a return to these traditional values. He has opened The Olde Walkerville Pharmacy with an early century style of providing medicine.

“I have worked at various pharmacies over the past five years and I wasn’t content with what I was seeing out there,” says Frank, who opened his pharmacy in January 2009. “I felt that patients deserved better, a no-hassle approach to pharmacy rather than a fast-food approach; where you pick up your cold cuts and detergent while getting your prescription filled and there’s a different face in the pharmacy every time you’re there.”

Nestled inside a historic house in the Walkerville area of Windsor, The Olde Walkerville Pharmacy stocks only medicines, herbal products and cosmetics.

“We don’t sell motor oil or groceries,” says Frank. “We are a pharmacy so we sell pharmaceutical products, vitamins and supplements and some beauty supplies.”

Dispensing fees are lower than at many chain drugstores and personalized service is the focus.

“It’s a place where people feel comfortable and where they can have a more personal relationship with staff,” explains Frank. “It’s a place where people can speak privately with their pharmacist in an office, not in a long line of people.”

The Olde Walkerville Pharmacy has a staff of four and is growing quickly.

“After being open six months we were already doing the numbers we anticipated at the 13 month mark,” says Frank. “We have been very successful and exceeding our business plan at an accelerated pace. This reinforces the point that people are looking for patient care and customer service. They are looking for a friendly face and someone who cares about their health. They feel a sense of comfort here and feel okay asking questions because they get to know our staff.”

When Frank first opened the pharmacy he purchased a phone and Internet solution from a competitor. Unfortunately this provider didn’t have the same values he strived for in his own business. The prices were higher than expected and the customer service was way lower.

“The package seemed fine but then the bills came in,” says Frank. “First there was a $900 deposit, then a $500 bill ,and then a letter notifying me of an $800 early termination fee -- even though I hadn’t cancelled. They sent it just in case I had poor service and was thinking about it.”

Making matters worse, the service wasn’t always reliable. Pharmacies submit their claims electronically to insurance companies so they can’t afford a down Internet connection.

“It can be devastating,” explains Frank. “If we can’t submit claims to insurance companies it means we don’t get paid. A pharmacy bills anywhere between $2,000 and $100,000 a day so it’s crucial the Internet works.”

He also points out that often patients have serous ailments and need to know if the medicine they require will be paid for by their insurance provider.

“These drugs are expensive so it really is important to my patients that I can go online and find out if their prescription is going to be covered,” says Frank. “I don’t think telecommunications providers realize that problems with technology impact people’s lives. I can’t go back to a patient and say I don’t know if you can get your medicine today because the Internet is down.”

Frank became increasingly concerned when his pharmacy’s communications bill was over $3,000 in the first few months of opening and the Internet had already gone down three times.

“The bills were higher than expected and the service stank,” says Frank. “I called for help and ended up talking to someone at a call centre in another country whom I couldn’t understand.”

Frank was worried his new pharmacy wouldn’t survive if these high bills and unreliable Internet service continued.

“I called a friend who is very adept in business and she said you should call Allstream Small Business,” he explains.

Frank took his friend’s advice.

Allstream Small Business offers affordable phone, Internet and long distance services bundled together for increased savings and convenience. The bundles are tailored specifically to the needs of small businesses. There are a range of packages to choose from, based on the scope of a firm’s telecommunications requirements.

“I don’t need anything fancy, I just need the service to work,” says Frank. “Some providers don’t seem to realize this.”

The pharmacy purchased the Phone + Net 2 bundle with four phone lines (and two calling features on each line), High Speed Internet (with 10 email accounts and personalized domain name and security features), plus 2,000 North America long distance minutes. As the pharmacy grows or its requirements change, Frank can easily add on to the bundle by purchasing individual phone, fax, Internet or long distance tools.

“The price is fantastic,” says Frank. ”My previous provider didn’t include any free long distance minutes so I never knew what my long distance charges would be. No small business likes getting bills they don’t expect. Now, with Allstream Small Business I know what I am paying every month. Small companies require consistency in their bills and their service.”

The switchover to the Allstream Small Business service was quick and hassle-free and The Old Walker Pharmacy kept its phone number.

Frank notes that his accounting has become more efficient.

“Before I was getting separate phone and Internet bills and now I have one bill I pay every month,” says Frank. “I don’t even think about it - it’s just an integrated part of my business.”

Most importantly, the Internet hasn’t gone down once since the switchover. The reliability of the service has meant a lot less stress for Frank.

“I’m a pharmacist and business owner so I don’t have the time to deal with problems with my phone bill or worrying whether my Internet will be running that day,” says Frank. “Every second I am dealing with the phone or Internet means my patients are waiting for me.”

Frank says he is completely happy with the Allstream Small Business solution and recommends it to other firms.

“No one can beat their prices and even if another provider offered $20 less, I wouldn’t switch because there’s a lot of value in a hassle-free service,” he says. “Allstream Small Business does their job so I can do mine. This reduces wait times, makes my pharmacy run smoothly and makes my patients and I happy.”