What was your first job?

My first after-school job was in a neighborhood pharmacy. Initially, I was responsible for ringing up orders, assisting customers, ordering supplies, stocking shelves and vacuuming the store. As I learned about the value pharmacists provide, I discovered my passion for the science of medicines and for helping people participate in their own healthcare—and I decided to become a pharmacist.

 

How old were you?

Sixteen

How much were you paid?

$2.50 / hour

 

How was your first job different than you thought it would be?

It was much more fun than I thought “work” would be. I felt an immediate connection to the customers and gravitated quickly towards patient care. I also learned something very important. As I listened to people share their health needs, questions and concerns, I learned that—just listening—was sometimes as important as the actual information I could provide.

 

What important lessons or skills learned in your first job have been instrumental in your success?

My most important lesson learned: “Put the customer at the center of all that you do.” Dealing with people’s health is critically important and very serious work, and any role in a healthcare setting requires a clear focus on putting patient care first. In my case, this meant listening to and learning from patients and physicians, fostering strong business relationships and supporting the community—while meeting the financial goals of the business.

 

To do this well, I needed to learn about the overall healthcare environment. I needed to understand who the key players were and how they worked together—physicians, patients, hospitals, nursing homes, payors and suppliers. We had to consider the perspectives of our customers, whether it was the physician as a provider of medical services or a prescriber of medicines, or a patient who is concerned about side effects, drug interactions or cost. And, I learned that we needed to keep the lines of communication open and ongoing, to continue to strengthen those customer interactions—something I still focus on today.

Did any of those lessons specifically carry into subsequent jobs after your first? How do you use those skills in your position today?

Absolutely—At Schering-Plough, we focus on great science and great customer relationships. By having a thorough understanding of our customers’ needs, their work environment, especially the challenges they face—it makes it easier for me and my colleagues to focus on what’s important to earn their trust, advance patient care and build growth for our organization. Knowing our customers’ goals and delivering on them has consistently led to strong results.

Was there a specific event in your first job that taught you something you still use today?

Well, one of the most memorable events of my first job was a bit awkward. An elderly woman came in one day, indignant and a bit agitated, and approached me at the pharmacy counter. The prescription medicine she had been given the day before was stuck in her teeth, she didn’t know how to get it out, and she didn’t even think it was working. She handed me the bottle, which to my astonishment, contained rectal suppositories. It turns out, she hadn’t understood the directions, and had chewed a suppository. I managed to keep my composure, and very respectfully explained the appropriate use of the medicine, while downplaying her growing embarrassment. I am very proud to say she remained a customer of the pharmacy for many years! I learned again that day about the value of treating people with respect, and of building long-term customer relationships.

 

What people or outside factors affected your work ethic or motivated you the most to succeed?

Thanks in large part to my Dad’s life-long examples, I have a built-in curiosity; a desire to learn and be challenged. My father is one of the smartest people I know. And, while he never had much of what we called “book learning”, he has tremendous respect for formal education. He called it “book learning” to illustrate that we can learn every day, in every situation—not just in school.

 

A perfect example of this was our family vacations when I was a child. We never went to the beach or camping just for relaxing. We went to learn. And, no matter where we went on vacation, my Dad would seek out the guided tours. And, we all knew that we had to stay right up front near the Tour Guide because my Dad was going to ask lots of questions. We were secretly proud of my Dad’s curiosity and how smart he was. I also saw that the people he asked really enjoyed the questions and sharing more of their knowledge with someone who showed an interest. This taught me the value of active learning and engaging others. My Dad recently celebrated his eightieth birthday and still actively seeks opportunities to learn. I am very proud of him. He is a constant reminder that we should watch and learn from everyday situations—and we should go ahead and ask why.

 

What advice would you give to someone starting his or her first job?

Give your best effort to every role; learn, learn, learn—and have fun. Then once you’ve gained momentum in your new job, look for opportunities to learn more, grow more—and have more fun. And, never be afraid to act because of the potential to fail. Once you’ve contemplated your course of action, as well as the risks and benefits—go for it! And, if you do fail, just learn from your mistake and move forward.