Mike, Lakeland Pharmacy’s owner, knew from the start that his whole team needed to be engaged for him to succeed across his network of stores. That’s why he decided to take along a team — employees representing each sector of the business — to the PDS Super-Conference he ever attended. They included people from advertising, home administration, accounting and operations departments. “We wanted everybody down there because we knew that each person would look at this from a different prism. Since then, a team approach on learning through PDS has led to employee buy-in at all levels. For example, a bonus program among his network of stores has been instrumental in keeping everyone engaged. Those that hit their goals are rewarded with cash bonuses. During one month, management gave $20,000 back to the staff through incentive programs — primarily because monthly gross margins had climbed to more than $100,000, Mike says. Not only has it created a fun environment, it’s also working to ensure that everyone understands Lakeland Pharmacy’s KPIs and its vision for staying ahead of the competition.