Mitul is Director of the one-of-a-kind, online pharmacy ‘My Own Chemist’, but it is really the formula to current trading that has been his miracle concoction: “I’d been working as a pharmacist for a few years,” he told us “but the prices for buying a property for conducting business were just sky-high; so then I thought why not just go for an online shop? That’s really where it’s all heading. People aren’t getting the time to go out and complete their chores: to buy their groceries, their clothing, so why not extend it to the niche for an even greater necessity such as healthcare? That too can come to your door.” Balancing a natural curiosity for commerce, by listening out for tips and “useful nuggets of information”, while he explored his core passion of Chemistry as he earned his Pharmacy degree from Aston University, Mitul shows that in order to affect progress in the community, one must have an alchemy in themselves: “I’m actually the first of my family to venture out into the business world”, he beamed, “I’ve always been independent, and had a diverse vision for my career.”
Can you elaborate on the differences between your online model and a walk-in Pharmacy?
Well it’s more accessible: it’s instant! That’s really great for a lot of elderly people and other customers who might find it difficult to get out. We are also able to deliver products to anyone, based anywhere in the country. A lot of people aren’t lucky enough to have amenities down the road. We can come straight to you! There’s also an online video-chat facility that we offer, which allows you to discuss your problems with privacy intact.
Your website is very vibrant and comprehensive;have you always been interested in merging the science and business worlds?
Well I studied the former at university but have always wanted to run and manage my own company; I’ve loved being involved in all parts of the business, from marketing to creativity and design.
What’s your favourite part of the job?
I thrive on customer interaction and responses. It’s brings me real joy to make such a significant, practical difference in people’s lives. The most common feedback is- ‘I can’t believe this hasn’t been done earlier!’ Everyone has been so vocal in their appreciation and that’s been great to hear.
What does your online pharmacy have to offer, that say, a competing rival might not?
Though, the idea has been around for a while, we did see a massive disconnect between online pharmacies and the high-street shops. They had the backend service in place i.e. medication being delivered, but lacked a personal touch. A lot of people still want this; they want communication and a face they know they can trust. Our interactive, video consultation service – which I think is actually our unique, trademark feature - came about because of this human factor; sometimes people have embarrassing or intimate issues that they might otherwise feel uncomfortable discussing in public.
Where do you see yourself in the future?
I want to increase our customer base and be a franchise people can recognise nationwide. I would love to become a brand name like ‘Boots’.
Do you think what you’re offering actually overlaps with the role of a GP?
Not at all in a competitive sense, but rather we take the strain off. People go to the GP for relatively minor things such as Thrush or the Morning-After-Pill, and of course the truth is people can just go to their pharmacy for a short consultation. What we’re doing helps take the burden off.
What appeals to you about the world of Chemistry?
For me it’s always been about the maths: it’s definitive. Anything that’s a licensed product comes from the straight-forward thinking that ‘what works is what fits’. It’s an exact science.
Do you have a role model?
Ketan Mehta: he’s one of the financiers at the company.
Is there a particular business strategy you had in mind when you started ‘My Own Chemist’?
Well there was no business school theory per se, but rather I thought the need and the niche need to go hand in hand. It is not enough to create a solution; you need to be unique in your approach. Offer what no one else can in a creative sense too.
Finally, what is your advice to others who want to take their customer service to the next level?
Although you’re going online, you have to be more attuned to the customer; even more so than if you were in a shop because you have to compensate for not being there physically.
