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Strolling Down Memory Lane
by Michael
Traveler
 You
half expect to see one of those old-fashioned soda fountains when
you walk in Cooper Drug Store in downtown Augusta, Kansas.
The feeling of stepping back in time starts out
front where you'll find the street paved with red bricks and
continues once inside when the staff greets you with a friendly
smile and a warm hello.
The decor is a pleasant blend of old and new, a
result of this past year's remodel. "I love history,"
explained owner Brett Kappelmann. "So, we restored the original tin
ceiling and the cast iron columns, but we also wanted a clean,
inviting, well-lit, modern, friendly feel.
“The entire design is
based around serving the customer,”
explained Brett.
From the attractive
storefront with bright beautiful window displays to the inviting
customer service desk that is easily available as you enter the
front door, everything is focused on customer service, on customer
satisfaction. "It's all about giving the customer not only
what they expect, but more than they expect," explained Brett.
"We know each customer on a personal level. They're not just a
prescription number to us. We know and call each customer by
name. We meet their needs and give them an experience that
leaves them with a smile on their face."
 "In
that manner, nothing has really changed from how it
was 80 years ago when Cooper Drug Store opened in 1922," explained Brett.
"Yet at the same time, we've made many important updates and
improvements to keep pace with the times."
The goal, as mentioned above, is to not only meet
customer expectations but to exceed them: From how the
customer is treated to a few pleasant new surprises as far as what
Cooper Drug Store now carries.
Back in 2003-2004 when Brett took the
reigns as the new owner of Cooper Drug Store, "we had three
employees with myself being number four," he explained. "Now,
we have 15." Why? Because they stress customer
service and satisfaction.
 Also,
for
Brett, there's a lot of sentimental attachment. "My father had
owned the drugstore since 1956 and I remember both working and
playing in the store growing up. At five, I hand wrote my name
on a desk I remember riding wheel chairs up and down the
aisles. I had a lot of fun and got in a lot of trouble.
There's a lot of good memories in this store," explained Brett with
a smile. Join Brett and share your own memories of growing up
at
Brett's Prescription for Health & Happiness in the
Roadside Cafe, My River Valley Guide's
online community.
Like his father, Brett too is a
family man and understands the needs of families. "We think of
each of our customers as part of our family. That's why we
offer Free Delivery to many of our customers who can't get out of
their home and will run meds out to their car if they have
difficulty getting in," explained Brett.
"We fill prescriptions in a timely manner," explained Brett.
"We don't want our customers to have to stand around and wait."
 "Special
Requests are no problem ... we have many of our customers ask us to
help them with their Medicare Part D (prescription drug plan).
We'll research and find the best plan based on the meds they are on.
We'll research side effects, going through their profile to see if
there's any drug interaction," explained Brett.
Cooper Drug Store also has an amazing gift department with an
impressive assortment of favorites from popular college teams to
candy to candles.
"Special Orders are also not a problem. If we don't have it,
ask to see if we can get it in," explained Brett.
Brett explained that "we're not so big that we lose track of who
we're taking care of. I learned much of what I know about this
business from my dad. People support us often times, because
of something extraordinary that dad did for them twenty years ago.
Dad was a great role model for me from the beginning. He
believed in treating people right."
Postcards from the Past ...
Serving customer needs beyond just prescriptions
Customer service has always been job one
Lunch counter
Innovative drive-in pharmacy, ahead of its time
Brett's father
Check back with us weekly and watch us grow!
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