What led you into setting up the pharmacy?
I have always nursed the ambition of being a pharmacist and that is why after studying Biochemistry, I had to go back to school to read Pharmacy so you can see that I have much interest in Pharmacy, it is a calling so to speak. I like being a pharmacist, helping people, serving humanity and saving lives. I had to undergo tutelage by working in some pharmacies but I always had it in mind that one day, I would own mine.
How does being a pharmacist help you to save lives?
Through the sale of drugs. There is no way you can make mention of medicine without drugs and there is no way you can mention drugs without mentioning Pharmacy because pharmacists are experts in handling drugs.
What makes this pharmacy stand out from others?
We possess some core attributes like proficiency, service to humanity and customer service. We endeavour to meet customers’ needs, treat them as kings and serve them well.
You mentioned proficiency as one of the factors that make you stand out from others, please can you shed more light on that?
As a pharmacist, you must know your onions considering the fact that customers are counting on you, with the help of God what I recommend in most cases helps them out. When customers are satisfied, they begin to refer patients to us, they let others know that at Stella Charles pharmacy, we sell cogent, original and reliable drugs.
What is the most recent challenge you have faced with a customer?
Individual differences, there is no way you can satisfy all human beings, some will put up with one behaviour or the other but you still have to accommodate them. Impatience is a major issue, I don’t want to generalise that all Nigerians are impatient. Somebody will come in, another person is already there but he still wants to be served immediately. Sometimes I try to explain to encourage the other people to be patient, some are understanding while others are not.
What are the challenges that come with running the business?
It is time consuming and capital intensive. You must have enough money to start up this business.
How is it time-consuming?
Your attention is needed 24 hours every day. You have to follow-up, monitor, pay attention to details when attending to your customers to ensure that you don’t make mistakes because any mistake could be costly. At the end of the day, you might not be able to meet up for social gatherings.
So you have to be here from morning till night?
Not really but no matter where I am, my attention will still be needed here because I have to supervise and monitor the activities here . I may not always have to be here physically but my attention is always needed.
What is the least amount that can be used to start this business?
To start up this business, you should budget from five million naira upwards. You have to pay your rent, stock your shop and pay your staff. In Lagos, to rent a house or flat is expensive not to talk of setting up shelves and paying staff, it is very capital intensive. You have to go through tutelage so that you can gather money and experience to start up your own business.
How were you able to pool resources to start your business?
Savings and family support.
So you did not consider applying for a loan?
Initially I did not consider it because I did not have the collateral, it is not easy to come by. I was able to get a loan when I was able to acquire a building for myself because by then I was established to a level.
Despite all these challenges, how have you been able to keep up?
The factors that keep me going are job satisfaction, customer satisfaction and people referring my pharmacy to others. When I consider these things, I derive maximum satisfaction.
How have you been able to build this business over time?
Consistency and trust has helped me to build my business. People believe in me and I also deliver the goods they need always.
What is your view on the proposed Value Added Tax (VAT) increase by the government?
Pharmaceutical companies have not been affected by the VAT because it is a lifesaving venture, we provide drugs to save lives.
In your own opinion, do you think it is what we need in the country at this time?
Now that there is general hardship, introducing such a thing will not augur well. It will affect people negatively. Even multiple taxation wears people out not to talk of when you add VAT. When different government parastatals approach you everyday just to demand for the same things, it is discouraging. You may think that running a business in Nigeria is easy but it is not as easy as they claim, so it is very discouraging.
Do you think the pharmaceutical industry in Nigeria is doing well?
With more encouragement, we will do better. We are trying but we need encouragement from the government. The VAT for instance, should not be introduced into the pharmaceutical industry. The government can encourage pharmacies by not imposing multiple taxations on them.
