Q&A: Molly Gagne on helping independent pharmacies grow through business coaching
By Good Neighbor Pharmacy
“Business in pharmacy is hard. They feel defeated at times. But when they do succeed, and they see something great out of it, that to me is what drives me as a human being.”
Q: Tell us about your background and what led you to business coaching.
I started my career in a retail drugstore at 16 and have spent about 32 years in front-end retail. I worked for Eckerd Drug, Walgreens, and later CVS. Over the years, I have built experience in store operations, inventory, merchandising, team leadership, and district-level support.
I am not a pharmacist, so my expertise has always been on the business side — running the operation, supporting team members, improving performance, and finding other ways to grow margin beyond the pharmacy counter.
What drew me to business coaching was the opportunity to make a more direct impact. It gave me the chance to work alongside independent owners, understand their individual challenges, and help them move toward goals that made sense for their business.
I also come from a family that owned a hardware store, so I grew up seeing what it takes for a small business to stay relevant. That really shaped the way I think about independent pharmacy today.
Q: What makes you passionate about business coaching?
I am passionate about helping people succeed. That has always been a driver for me.
In big-box retail, it is very difficult to truly feel like you make an impact. In this role, I can see that impact more directly. I get to work with owners who are trying to solve real business challenges, and I can help them think through the steps to get where they want to go.
Q: What are some of the biggest opportunities you see for independent pharmacies today?
Independent pharmacies must diversify. That is one of the biggest realities in the market right now.
I see a lot of opportunities in areas like adherence, long-term care at home, medical billing, and services that help pharmacies perform clinical services within their scope of practice. Some owners are already doing that very well. Others need help understanding where to begin and how to evaluate whether something is worth the time and effort.
That is where coaching can make a difference. We can break a big opportunity into smaller, manageable steps, so it feels achievable instead of overwhelming.
Q: Can you share an example of how you helped a customer identify a growth opportunity?
One example is a pharmacy in Texas. The owner was dealing with business challenges, and during our conversations I realized there might be more opportunities in long-term care at home than he had fully recognized.
We had recently rolled out a new dashboard in the AB Solutions Portal (our customer portal), so I used that report to explore the opportunity with him. I encouraged him to start with one patient a week, compare the revenue from the retail side versus the long-term care side, and use that information to evaluate the opportunity. That helped shift the mindset. Once he could see the potential opportunity, it became much easier for him to stay focused on building that part of the business.
He is in a highly competitive market, so finding a differentiated revenue stream was important. It has been rewarding to see the progress he has made over the last year.
Q: How else are you helping customers adapt in a changing market?
Sometimes the most valuable thing I can do is help owners think differently.
For example, I have worked with customers who were unsure how to market their pharmacy or promote new services. Some were uncomfortable with social media or did not know how to use it effectively. In one case, I encouraged an owner in a rural market to creatively promote a new compounding lab, so patients would know it existed and understand its value.
That effort helped drive awareness, support growth, and contribute to a new partnership with a beauty brand. It was a great example of how encouraging someone to try something new can open doors.
Q: What is the value of business coaching for independent pharmacy owners?
Business coaching gives owners a partner.
It gives them someone to help evaluate opportunities, talk through ideas, stay accountable, and act. In a business as demanding as an independent pharmacy, that kind of support can help turn uncertainty into progress.
For me, that is what makes this work meaningful — helping people move from feeling stuck to feeling capable, supported, and ready to take the next step.
Explore how business coaching can help independent pharmacies identify growth opportunities.
