Better Health and Care, Not Just Health Care

Few retailers relish going head-to-head with discount chain stores for market share, especially in a tight economy when budget-conscious consumers are more likely to be seduced by the deep discounts conglomerates can offer. But for a one-of-a-kind holistic health establishment like Mark Drugs in Roselle, Ill., competition is scarce. “It’s very rare to offer what we do under one roof,” said co-owner Nick Flocco.

Mark Drugs, co-owned by Flocco and Mark Mandel, is a 12,000-square-foot space that encompasses a mastectomy boutique, therapeutic massage room, natural health store, compounding pharmacy and an “awpawthecary” for pets. Even antiques enthusiasts have a reason to visit, because throughout the store is a collection of antique health devices that the owners’ wives suggested be put on display, featuring a 1920s breast pump, a 7th century Nicaraguan stone mortar and pestle set, and an assortment of electric shock devices of varying intensities. For the owners, what started as a simple compounding pharmacy has grown into a business that offers health solutions from multiple health disciplines. “If there is one thing we know,” Mandel said, “it is that there is more to healing than Western medicine.”

Established in 1987 with the motto “better health and care, not just health care,” the owners and staff of Mark Drugs continue to energetically cater to their customers’ needs by working hard to provide health solutions. According to Flocco, this policy has been very good for business. “We have a very loyal clientele,” he said. “They come to us and receive holistic, individualized service. They are not just paying and leaving.” Mandel noted the operation takes an integrated approach to health: “We try to treat the whole person—the spirit as well as the body.”

Flocco said the majority of the customers who walk through their doors are self-educated about herbs and natural medicine; but, an experienced herbalist is on staff to answer any questions, which helps set the store apart from other retailers offering natural products. “Some of the larger chain supplement stores’ employees are not well-trained to offer advice,” he added.

In the early days of the pharmacy, Flocco and Mandel decided to practice their trade in the traditional way of pharmacists, dispensing manufactured medications and individually tailoring medicines from raw ingredients. They began converting hard-to-swallow pills into palatable forms, omitting allergy-causing ingredients from patients’ prescriptions, and custom-designing bio-identical hormone replacement therapies (HRT) to replicate women’s individual hormone compositions, which reduces the risk of negative side effects. “We are constantly exchanging ideas [with other compounding pharmacists],” Flocco said. “If someone finds something that works well for a customer, a light bulb goes off, and I think of a patient that could also benefit from that treatment. We talk to the doctor and make a recommendation, and about 99 percent of the time they take our advice.”

The customized HRT medicines are best sellers for the store. In addition, Flocco noted aging baby boomers are more interested than ever in a range of anti-aging products and services—anything from massage therapy to nutritional counseling.

Intent on further serving its largest demographic— women between the ages of 45 and 60 years old—Mark Drugs opened a full-service, 400-square-foot mastectomy boutique, managed by Flocco’s wife, Ann, where fittings are conducted in a relaxing setting. “It’s a very difficult point in a woman’s life [to have a mastectomy],” Flocco said. “I have seen women devastated by the effects of the procedure, and we want to do our part to help them feel good about themselves again.” The patterned sofas and hand-selected pieces of antique furniture were chosen with care to create a lovely atmosphere. “It’s a very comfortable room decorated with antiques, mirrors, carpeting and lovely stenciling on the walls,” Flocco added. “Our female customers can be comfortable here and hopefully relax and regain confidence as they are fitted.”

Always looking to expand market share, educate future and existing customers, and give back to the community, Flocco and Mandel host a weekly weekend radio show where they take phone calls and dispense valuable information. They also reach out to the local community by offering wellness classes in the store’s 6,000-square-foot classroom to educate both professionals and consumers. Close to their hearts is the 5K “Run for the Roses” that they sponsor every year, which is rated one of the area’s best runs by the Chicago Area Runners Association.

With so much happening, what does the future hold for Mark Drugs? Not surprisingly, the plan is to keep doing more of the same—listening to their patients and providing them with holistic solutions that work. “We solve problems,” Mandel concluded.

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