The Business of Pharmacy Podcast™
May 15, 2023

Scaling Pharmacy Services | Zach Chirico, Aaron Hannah, & Sebastian Endicott of Zillspace

Scaling Pharmacy Services | Zach Chirico, Aaron Hannah, & Sebastian Endicott of Zillspace

The healthcare industry is constantly evolving, and pharmacies play a crucial role in ensuring access to medications and quality care for patients. In this article, we will explore the concept of scaling pharmacy services and the strategies that can help independent pharmacies grow their business. We will draw insights from a conversation with industry experts from Zillspace, a company dedicated to increasing healthcare access and savings by assisting independent pharmacies.

Let's explore three key points to consider when scaling pharmacy services.

Building Strong Relationships through Personal Interactions:

In today's technologically advanced world, personal interactions remain essential in the pharmacy industry. Zach Chirico, CEO of Zillspace highlights the value of meeting customers in person to foster trust and build strong relationships. While remote interactions have become more prevalent, there are still customers who prefer the reassurance and personal touch that comes with face-to-face meetings. Pharmacy businesses should strive to understand their customers' preferences and invest in building relationships through a combination of in-person and remote interactions.

Emphasizing Empathy and Customer Service:

Empathy and exceptional customer service are key ingredients for success in the pharmacy industry. Chirico emphasizes the importance of understanding customers' needs, providing personalized care, and going above and beyond to deliver exceptional service. By placing a strong emphasis on empathy and customer service, pharmacy businesses can differentiate themselves and create a positive reputation that drives customer loyalty and generates positive word-of-mouth referrals.

Collaboration, Specialized Knowledge, and Strategic Partnerships:

Scaling pharmacy services requires a strategic approach that goes beyond sales and marketing efforts. The experts at ZillSpace emphasize the significance of collaboration, specialized knowledge, and strategic partnerships. Healthcare companies, including pharmacies, can benefit from leveraging partnerships to expand their offerings and reach new target audiences. Additionally, embracing technology and specialized knowledge enables pharmacies to adapt to the changing landscape of the industry, such as incorporating telemedicine and remote patient monitoring. By staying informed and forging strategic alliances, pharmacy businesses can position themselves for growth and success in an increasingly competitive marketplace.


Scaling pharmacy services necessitates a multifaceted approach that encompasses building strong relationships, prioritizing empathy and customer service, and fostering collaboration through strategic partnerships. By adopting these strategies, independent pharmacies can enhance their growth potential, meet the evolving needs of patients, and navigate the dynamic healthcare landscape successfully. As the pharmacy industry continues to evolve, embracing innovation and adapting to new trends will be critical for pharmacies to thrive and make a lasting impact on patient care.

The Business of Pharmacy Podcast™ is an interesting and entertaining weekly podcast discussion on the business of pharmacy. Hosted by Mike Koelzer, an independent pharmacist in Grand Rapids, Michigan, each episode covers a new topic relevant to pharmacists and pharmacy owners. Listen to a new episode every Monday morning.