Chandan Gunness, Managing Director, St Jean Pharmacy

Chandan Gunness, Managing Director, St Jean Pharmacy

Leading a transformative journey for St Jean pharmacy through customer centricity

While the COVID-19 pandemic is shuttering a number of businesses, Chandan Gunness, Managing Director of St Jean pharmacy, is continuing to build on his trust-based relationships with customers to get through the noise, reminiscent of the core value of the pharmacy: that of helping people, especially in the times of need.

Tell us about the journey of the St Jean pharmacy?

The St Jean pharmacy was established in 1980 when my elder brother graduated in pharmacy. The latter, who was a man of vision, bought a pharmacy in St Jean despite the fact that it was in a remote location amid sugarcane fields. He was hopeful that the region would develop in the years to come and business would follow. His prime goal was to help the needy – during those days, it was not so easy for people to have all kind of medicines handy. And this is what we continue to do as we serve an average of 300 customers daily.

We are in a pandemic context. Has the role of the pharmacy evolved or the relationship between the pharmacy and client changed? Tell us how and why?

Customer centricity has always been at the heart of St Jean pharmacy. Today, even if we’re in a pandemic context, this key value doesn’t change. Instead, we’ve to focus even more on customer service because our goal is not simply to sell products, but to serve and help our customers. During the confinement, we had to overcome our fear and work as frontliners, doing our best to bring necessary medicines to our customers.

How do you see the future of your sector?

Innovation is a critical element for a pharmacy to cut through the noise. At St Jean pharmacy, we no longer simply sell medicines. We’ve broadened our panoply of products to wellness and skin care as well, to exceed the expectations of our customers. I think that COVID-19 has helped us sharpen our proactive approach and the pharmaceutical sector should continue in this perspective.

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