The CVS in the small town of Gales Ferry, Connecticut, isn’t just the only pharmacy in town. It’s the only store in town. So when people come in to get their prescriptions or healthcare supplies, the staff treats them like they’re friends and neighbors—because many of them are. “It’s a community,” says Mariam Awad, Pharm.D., the pharmacy’s manager. “We know everyone. In fact, three people on my team live in the community, so, of course we want to help.” 

In addition to Dr. Awad, there are seven other team members. Barbara Kidaia, R.Ph., is the staff pharmacist, supported by Cora Sims, the lead pharmacy technician. Five more pharmacy technicians complete their team: Sharon Bowser, Sierra Deandrea, Velda Williams, Amy Elsworth, and Ayanna Wiltshire.

The town may be sleepy but business at the CVS #556 is bustling. Still, that personal touch is never lost. On an average day, the pharmacy helps dozens of customers, many of them retirees, military personnel from a nearby naval submarine base, and young families. Every day, the team fills prescriptions, does COVID testing, and administers vaccines. 

Despite the volume, service is always fast and efficient. Each member understands what it’s like sitting with a sick child in the drive-thru or trying to get an elderly parent the medication they need in a hurry. As soon as the pharmacy opens, the team’s goal is to get prescriptions filled as quickly and accurately as possible so customers can get in and out without delay. 

It’s this dedication to service that builds relationships and keeps satisfied customers coming back again and again—and that has earned this team the Most Community-Focused Team award this year.

Technicians Deandrea and Bowser, along with Dr. Awad spoke with SingleCare about what drives this team to care for their community.

Tell us about the community you serve.

Sierra Deandrea (pharmacy technician): The community is small, and we are really close. Everybody knows each other.

I feel like this store holds the community together because everyone literally meets up here. I’ve seen customers come here and see their friends and just start chitchatting with them in the aisles. 

What do you do to put the customers first?

Sharon Bowser (pharmacy technician): When I see someone approach the counter, I drop what I’m doing and ask how I can help them. I listen to them intently and help them with whatever issue they have. I help one person at a time and that person gets all my attention. And when they leave with a smile on their face, I know I’ve done my job! 

I feel like this store holds the community together because everyone literally meets up here.

Could you share a memorable customer story?

Mariam Awad, Pharm.D. (pharmacy manager): I had a customer who was having problems with his eyes. His eye doctor kept prescribing him the same eye drops, but the customer told me they weren’t helping. I called his doctor and asked if he could be switched to a different eye drop. The doctor agreed and three days later the customer came in with a thank you card for me and told me the eye drops were working perfectly and he noticed a difference in his vision. 

Bowser: A man who moved from Florida told me, “I need to have my pills transferred into the pharmacy.” I asked what medications he needed, and he said, “Well, I don’t really know.” I asked him to go home and look at all his prescription bottles and phone me with the information. We got all the medications filled and when he came in to pick them up, he said, “Gosh, you really made that painless for me.”

What do you think your team does to go above and beyond for customers?

Bowser: We all genuinely care for our community and for the people who come to us. I’ve been at this store since it opened in 2013. I know the customers. I know their personalities. I know their good days and bad days. I can read them when they come in. 

We’ve all been sick before. Some of us have had COVID. If someone comes through the drive-thru to pick up their meds, well, we know what they’re going through. We know that they’re not feeling well, so we ask ourselves, “How can we make this transaction quick? How can we make it easy?” We want to meet whatever needs they have at that time.

We all genuinely care for our community and for the people who come to us.

Dr. Awad: If you come into the pharmacy, you’re either sick and you need medication or you’re healthy and you need your medication to stay healthy. A mom who comes in needing an antibiotic for her child, well, I’m sure this mom is going through a lot. We give her what she needs to get her in and out. 

Once we build this kind of relationship with people, they keep coming back. I’m a mom—I have two kids. I know what they’re going through. And I have an older dad so I know what it’s like when an older person comes in needing medication. Once you know where the customer is coming from, you’re going to help them. Absolutely, you’re going to help them.