Trust pharmacy : Providing focused world-class service

Mr Hemanth Bothra, Managing Director, Trust Chemists and Druggists Ltd, in an interview with Retailer, shares the origin, success and growing significance of Trust pharmacy

Retailer: How did Trust pharmacy originate and to what do you attribute its success?
Hemanth Bothra: Started in July 2003, the idea behind Trust Chemists and Druggists Ltd was to introduce a new concept in the medical retail business. Since then we have been doing extremely well and have grown to a sizable number of 33 outlets as on this date. Our success lies in being totally focused on providing world-class service and working towards being the most-trusted pharmacy retail chain.

Retailer: Share your experience of being associated with the largest medical retail chain.

HB: Being associated with one of the largest pharmacy retail chains has been a mixed experience. Inventing new concepts to succeed is a challenge. Fortunately, our chain has become very popular because of the services we provide, and customers have come to realise that they get lot of value additions while shopping at Trust, at no extra cost.

Retailer: What was the inspiration behind opting for the pharmacy retail business?

HB: I have been associated with one of the largest manufacturers and exporters of medicines for quite some time now. I found that there was a huge gap in organised and unorganised pharmacy retailing. Selling and buying medicines is a serious business and we should provide proper ambience to the customers. It is also necessary that medicines be stored in a cool place below a specified temperature. Thus, we came out with the concept of a fully air-conditioned, walk-in pharmacy offering world-class service to customers.

Retailer: Pharmacy retail is emerging as a completely new format. Please elaborate on how Trust pharmacy has prepared itself to meet the challenges of newly emerging retail formats.

HB: The new formats and chains coming up are very similar to what we have done. Every month we keep adding to the plethora of services for the customers and that is what has made us successful today.

Retailer: How many retail outlets do you have and how would you rate the success of these outlets?

HB: Presently, we have 33 outlets. While all of them are located on main roads, some are in high streets and some in residential areas. Our presence is very well acknowledged in all the locations.

Retailer: Please elaborate on various value-added services that Trust pharmacy provides to attract maximum consumers?

HB: Trust offers the following value added services free of cost to its customers:

24 hours free home delivery, height and weight check-up, diabetic and BP check on alternate weeks, diet counselling, storing customers data base by scanning prescriptions, insurance to its loyal customers, loyalty cards with lot of other value services attached.

Retailer: What is the USP (Unique Selling Proposition) of Trust pharmacy?

HB: The USP of Trust chemists and druggists is as follows:

These outlets do not dispense without prescriptions, do not substitute products, no medicines are sold without a proper invoice, trained pharmacists handle the stores at all times, stores are open from 7 am to11 pm, 365 days of the year with a number of outlets open 24 hours, pharmacists work in shifts to avoid fatigue, the stores are spacious and customers can walk-in to experience the comfort of buying medicines in an air-conditioned atmosphere at no extra cost.

Free medical check up - the Trust carries out regular free medical check up camps for its customers.

Free home delivery system - we have a unique free home delivery system wherein medicines are delivered at the customers’ doorstep any time of the day.

Retailer: Tell us something about ‘Trust Diabetic World’.

HB: The Trust Diabetic World store will have all diabetic and related medicines available across the counter. The slogan of Trust Diabetic World is ‘Adding Sweetness to Life’. The idea is to make diabetic patients feel good and offer all the privileges, which a normal person enjoys. The store will also offer items like sugar free sweets, ice creams, eatables to customers. The store will educate customers on how to handle diabetes and will focus on preventive care wherever the risk exists, as diabetes is hereditary. The store will offer the services of a diabetologist to help the patients. This is a drive-in medical store and the first of its kind in India. Free blood sugar evaluation will also be made available to the patients.

Retailer: How do you perceive the future of the group, its growth and development?

HB: The future of the group seems to be bright. It will be offering lots of new concept stores, introducing stores across Bangalore, and Trust Chemists and Druggists will be the neighbourhood pharmacy in Bangalore and a true pharmacy that they can trust.

Retailer: Any message that you would like to convey to pharmacy retail career aspirants.

HB: The future of pharmacy retail career aspirants is bright. There is a lot of demand for talent in this field. I would like to say that the aspirants should update their knowledge from time to time to stay ahead in the race.

Interview conducted by Pallavi Majha