t starts at 8:00 AM with the clinging of a bell and the turning on of
lights. Before the first cup of coffee can be put in its place,
customers start streaming in and the last one won’t leave the floor
until sometime after 6:00 PM, which is closing time. The
hustle-and-bustle never stops and the people never seem to stop
streaming in. Callers want to know when their “reflex” medicine will
be filled, only to hear the friendly clerk who knows them by name
correct them gently and tell them that their “reflux” medicine is
indeed ready.
The life of a small-town pharmacy is anything but ordinary. The days
of soda fountains and bicycle delivery boys are long gone and have
been replaced with bulky neon Coke machines and UPS. For one
small-town pharmacy in Hazlehurst, Miss., the old way of life is
exactly what this family wants to keep in place.
Allred’s Pharmacy and Gifts was established 80 years ago by Cecil
Allred. Jackie and Nancy Thompson found their way to Hazlehurst 45
years later, bought the business, and are still the owners and
operators today. Allred’s competes with three other pharmacies in the
area, yet its parking lot remains filled from the moment the bell
clangs until closing time, Monday through Saturday.
So what are the positives to a dying breed of small-town pharmacies
that allow them to stay afloat? Pharmacist Jackie Thompson said it’s
their flexibility and convenience. “I think that the flexibility to do
anything at any moment in time and to be able to do anything you need
to do to improve your business keeps us open. You are your own CEO and
CFO, and it works out great.”
Many big businesses envy the freedom and flexibility of small-town
pharmacies. Thompson said, “We can change and do anything we want as
long as it complies with the state board regulations and, well, the
government’s regulations as well.”
While Thompson sees his life’s business as a positive thing, he said
he still can also spot a few cons. “Inside my business, I have the
flexibility to do what I want to do. But outside of that, I am
restricted. Because I am my own CEO and I make all the decisions, I
always have to be there and I don’t get a lot of time off. This can
sometimes seem like confinement because I don’t have a lot of time for
vacations and things like that.”
His wife, Nancy, sang the same tune. “We are typically confined to the
store because we are the only ones that really know how to run it. But
the pros outnumber the cons by far,” she said.
Getting to know you
While Jackie sees the flexibility of his business as the main
attraction, Nancy said that the personal basis on which you get to
know your customers is the best thing to her. “You really get to know
your customers, and they become like family to you. It becomes a
one-on-one type of relationship. Regardless of race, age, or gender,
you get to know them and their families and they become like your own.
They truly care about us and we truly care about them and all that
goes on with their loved ones.” She also said that one good thing
about a small-town pharmacy is all of the goodies the customers bring
in. “They bring you lots of fresh vegetables in the summer from their
gardens and other things that they have made. That is always fun!”
Andrea Ashley, long-time employee of Jackie and Nancy Thompson, said
she feels that small-town pharmacies work because they actually are
able to care for their customers. “One of the things everyone likes is
that we deliver. Whether it’s medicine to someone that’s sick at home
or to people in the nursing home, we deliver medicine and medical
supplies every day. We still have charge accounts, and even though
it’s frustrating to the owners sometimes when the promises to make
payments aren’t kept, we keep them because our store loves people.
Customers can call small-town pharmacists like Jackie in the middle of
the night if they need medicine. We are in the business of not only
medicine but taking care of people.”
Another long-time employee, Pam Thompson, enjoys the friendly
atmosphere of Allred’s. “If you were a customer, wouldn’t you rather
go to a pharmacy where the clerks—and especially the pharmacist—at
least knew your name?” she asked. “Most of the time our pharmacist
knows not only your name but you, your family, and most of your
medical history. He also works very closely alongside the local
doctors and many that are out of town.” She continued, “You can
actually go behind the counter and speak to the pharmacist about
things that are going on in your life, and you feel as if you are
their only customer. Why would anyone want to go anyplace else? Maybe
you can go through an automated system in the corporate world, but in
our small-town pharmacy, you are anything but just another Rx number.”
While it’s easy to see all of the good in this 80-year-old business,
at times it can become a chore trying to keep up with corporate
America. Ashley said, “Small-town pharmacies are indicative of
small-town America in general. All small businesses are in a struggle
against the mega-this and the mega-that. In the short run, it may be
attractive to people because of the ability of giant retailers to
undercut the little guy, but in the long run a town loses its sense of
identity and community.”
The hours can be extremely trying for the pharmacists as well. Pam
Thompson said, “They tend to work long, hard hours on their feet all
day long rarely with a break. Jackie doesn’t have much time off at
all, but the reward for helping people, I hope, makes it worth it.”
Medicare Part D
Medicare Part D has presented a problem for many small pharmacies.
Several elders in the pharmacy field have even had to close down their
businesses because they could not afford to keep them open with this
new government program. Jackie said, “I think Medicare Part D is the
most ill-conceived and totally unresearched program the federal
government has ever given to the American people. It is so hidden in a
cloak of deceit that it helped absolutely no one but corporate
America. I think the President sold small-town America out.” Jackie
believes it is a conspiracy by the drug companies because all of the
Medicare Part D providers are owned by drug companies. He said, “I
think it’s a ploy by certain power mongers in this country to get rid
of independent drugstores.”
Nancy added, “It has been very confusing and has taken a lot of time
to educate our customers. The program and the government took zero
time to teach the people and left it up to the pharmacists to educate
their public. This took time away from what the pharmacist’s job
really is.”
Ashley has seen a lot of strife due to the new plan. Jackie, she said,
“spent a lot of time on the phone trying to straighten out the messes,
talking to customers and helping them get on the right plan. He could
have just shrugged them off left them to figure it out on their own.
But he cared for his customers because he is a genuine small-town
pharmacist!”
A blessing
Jackie Thompson feels blessed by his business, and his family does as
well. Much can be said about a small-town business and its owner. One
of Thompson’s two daughters, Jennifer Walker, has learned much by
growing up in her father’s drugstore. She said, “I have a strong work
ethic because of growing up around my dad and his business. I am
seeing this more and more as I grow into my career. There are days I
remember dad getting up at 2:00 AM to meet someone to get something as
simple as Tylenol. You will never find this in a chain store.
Sometimes we had to wait for him to get back from helping others to
have family dinners, but other than that, nothing at all was bad about
his business and his spending time with our family. I completely
respect him for what he does—not only for our family but for our
community. Anyone in town who needs anything knows that he or she can
call Mr. Jackie and, if necessary, can even charge it!”
As with many small-town businesses, Allred’s has many funny stories to
report about its customers. Recently, a man came in and looked over
the blood glucose monitors for some time and asked the clerk if he
could activate them. With a look of confusion on her face, she asked
him what he meant. He thought they were cell phones.
Early one December a man came in to charge some medicine. When asked
what the name was on the account, he said, “Murry Christmas.” Nancy
responded with a very cheerful, “Merry Christmas to you too, sir.”
When he was asked again the name on the account, he said, a little
more irritated this time, “I told you my name is Murry Christmas!”
The humor definitely makes this job worthwhile, but the most rewarding
part of working in a small-town pharmacy for the owners is the people.
Jackie Thompson said, “The best thing about my job is helping people.
The reward of knowing you are helping them in an area that they really
know nothing about is amazing. I feel that without question my wife
and I are doing exactly what God wanted us to do and that’s why we are
at such peace with where we are and what we do. Why else would we be
in Hazlehurst, Miss.? We had to get a map out to find this place!”
Small-town pharmacies may be a dying breed, but they are undoubtedly
among the most amazing places to visit. You can be entertained and
informed all in a single visit while stepping foot in a place where
everyone knows your name.