The Chemist
The Quiet Power of Listening: A Leadership Skill That Builds Loyalty
Listening is a quiet but powerful pharmacy leadership skill that builds team loyalty, boosts engagement, and drives community pharmacy growth.
Pharmacy leadership in action—owner listening to team member to build loyalty and improve engagement.

The Missed Opportunity

When James opened his pharmacy, he believed success came from always having the answers. He worked diligently, established clear rules, provided precise instructions, and made prompt decisions. But over time, something didn’t feel right.

His team did their jobs, but with little spark. Customers got what they needed, but they rarely stayed long to chat, as they used to. Even his most loyal staff member, Maria, seemed distant.

One evening, James overheard Maria say to a colleague, “It’s like talking to a wall. He hears us, but he doesn’t listen.”

That hit hard.

The Shift

James didn’t respond immediately. Instead, he paused. And for the first time, he truly began to listen—not just to words, but to tone, timing, and silence.

He asked Maria how she felt the pharmacy could be better for both staff and customers. Then, he kept quiet.

Maria shared things James hadn’t noticed:

  • Customers often asked for baby products they didn’t stock.
  • The checkout process felt rushed.
  • The new staff didn’t feel confident asking questions.

James didn’t defend or explain. He thanked her. That small moment—quiet, humble, and open—changed everything.

He started weekly check-ins. No agendas, just space to speak. He trained himself to wait longer before replying. He even placed a suggestion box and acted on the feedback.

Employee feedback being collected in a community pharmacy as part of leadership communication efforts.

The Result

In just a few weeks, things began to shift.

  • Team members began suggesting new ways to display products.
  • A quiet intern began speaking up during team meetings.
  • Customers noticed the change, saying things like, “Your staff pay attention.”

What James discovered is something many pharmacy owners overlook:

Listening is not a soft skill—it’s a powerful leadership tool.

It builds loyalty because people feel safe, seen, and valued.

And when your team feels loyal, they give more. When your customers feel heard, they're more likely to return.

Quote about pharmacy leadership emphasizing the power of listening to build team loyalty.

PRACTICAL TIPS TO PRACTICE LISTENING AS A LEADER

✅ Ask, then pause. After asking a question, wait. Let silence be your tool.

✅ Listen to understand, not to reply. Don’t jump in with solutions too quickly.

✅ Create small moments for feedback. A “How’s your day going?” can open the door.

✅ Show you heard them. Use phrases like “What I hear you saying is…” or “Thanks for sharing that.”

✅ Take action on what you hear. Even small changes show you take their words seriously.

LEADERSHIP THAT LEAVES A MARK

In a busy pharmacy, it's easy to focus on the next sale, the subsequent order, the next task. But growth—real, lasting growth—often begins with something quiet:

Listening.

Be the leader who listens.

Your team will stay.

Your customers will notice.

And your pharmacy will grow.

Community pharmacy team showing loyalty and engagement through strong leadership and communication.

📖 Looking for more ways to grow your pharmacy team and business?
Check out the latest issue of The Chemist magazine — packed with practical ideas, inspiring stories, and smart tools for community pharmacies.
👉 Read now at thechemist.co.ke/magazine

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