You've signed with PHARMALEAD: here's how to succeed together

Congratulations and welcome to PHARMALEAD!

You have just made an important strategic decision for your pharmacy, clinic or healthcare facility: entrusting your digital presence to a team that deeply understands your reality, your challenges and your specific opportunities in the healthcare sector.

We are sincerely delighted to have you as a client and look forward to transforming your Facebook presence, social media and content strategy into true drivers of patient acquisition, recruitment and local reach.

Although our management is turnkey and you do not have to worry about the technical, creative or strategic aspects on a daily basis, a few elements of collaboration make our partnership even more effective.

We understand that your top priority is serving your patients and running your facility. These guidelines are designed to fit seamlessly into your reality, without adding pressure or workload. You decide your level of involvement based on your available time.

Here are 6 elements which, when possible, enrich our collaboration and amplify your results.

1. A point of contact facilitates communication (but this is not a strict requirement)

Why this helps:

Having a single point of contact simplifies communication and allows us to get information quickly when we need it—without disrupting your entire team. However, we fully understand that this person may change, responsibilities may fluctuate, and sometimes several people may share this role.

Who could play this role according to your structure?

▸ Manager or owner (if you wish to remain directly involved);
▸ Assistant manager (to delegate operational coordination);
▸ Head cosmetician or marketing coordinator (if already responsible for promotional initiatives);
▸ HR Manager (particularly if recruitment is your priority);
▸ Anyone on your team who feels comfortable in this role.

What this means in practical terms (and this is really minimal):

Answer our occasional questions when you have a moment (usually 2-3 times a month, often less). Send us important information as it arises (time changes, events, emergencies). Take a quick look at the monthly content calendar we send (5-10 minutes depending on your desired level of detail). Send us photos occasionally when it's convenient for you.

Our flexible approach:

We adapt completely to your situation. If your point of contact is on vacation, sick, or simply overwhelmed, no problem. We can wait, temporarily contact someone else, or make independent strategic decisions based on our knowledge of your organization. Zero pressure.

If you prefer: Some of our clients like to be very involved and in frequent contact. Others prefer to give us almost complete autonomy and simply receive a monthly report. Both approaches work perfectly. You choose your level of involvement.

2. The monthly calendar: you review it when you can

What we do:

Each month, we send you a complete editorial calendar with all the planned publications for the following four weeks: topics, visuals, text, and publication dates. You will receive this document by email approximately 5-7 days before the start of the month.

What we hope for (without pressure):

Ideally, you could quickly review this calendar and let us know if anything needs adjusting: incorrect information, a cancelled promotion, an event to add, a priority that has changed.

The reality that we fully understand:

You're busy. Very busy. Running a healthcare facility means juggling a thousand priorities at once. Reviewing a social media calendar is objectively not your top priority. We know that, and we totally accept it.

Our realistic policy:

If you have 10 minutes within 48-72 hours of receipt: Perfect! Your quick review allows us to optimize the content.

If you're busy that week: No problem. We'll publish as planned, based on our in-depth knowledge of your establishment and the industry.

If you never look at the calendars: That's your choice and we respect it. We will continue to create high-quality strategic content.

If you prefer to revise at a more spaced-out pace: We can send you a quarterly rather than a monthly schedule for fewer emails.

The bottom line is: Your silence isn't a problem for us. We interpret silence as tacit approval and we continue with our established strategy. You don't keep us waiting, you never block us. Your schedule dictates our pace, not the other way around.

3. Authentic photos transform your content (send them when it's convenient)

Why it's valuable:

Photos of your actual team and establishment create an authenticity that we can't replicate with generic images. They instantly set you apart from all your competitors and create an emotional connection with your local community.

What would be ideal (but really, no pressure):

Photos of your team at work or together; photos of your establishment (exterior, interior, details you're proud of); photos of special events when you organize them; photos of team celebrations

The reality we understand:

You're not a photographer. Taking pictures isn't part of your job description. You rarely have time to think about pulling out your phone to document a moment. We totally understand.

Our ultra-flexible approach:

If you have two minutes after an event: Take a few quick photos with your phone and send them when you remember. Even imperfect photos are precious to us.

If you are organizing an annual team photoshoot: Fantastic! Share all the photos from this shoot with us and we will use them throughout the year.

If you never send photos: This isn't a major problem. We have access to high-quality professional image libraries. Your content will still be excellent, just less personalized.

If you would prefer that we come and take professional photos: We can arrange this for an additional fee (some packages already include it).

Employee consent:

If you're sending team photos, just make sure your employees are comfortable being featured on your social media. Clear verbal consent is sufficient, but written consent is better. You'll never publish a photo of an employee who prefers not to be publicly visible.

How to send them to us (the easiest way for you):

Email your manager directly, share a Google Photos album, use Dropbox, or even send a text message if your manager has given you their number. Whatever method works for you works for us.

4. Keeping us informed about your news amplifies your impact (share when you think of it)

Why this is strategic:

The more we know about what's actually happening in your organization, the more relevant, timely, and aligned our content can be with your current reality. Up-to-date content always performs better than generic content.

This would help us serve you better:

Events you organize: Vaccination clinics, beauty events, health workshops, open houses
Current promotions: Banner promotions or exclusive to your branch
Operational changes: Modified hours, new services, temporary closures
Recruitment needs: Positions to fill, urgent recruitment
Positive news: Awards received, media coverage, birthdays, achievements

How to contact us (according to your preference):

A quick email when you think of it, a text message if that's more convenient, a phone call if you prefer to speak directly, or through your assistant who will contact us on your behalf.

Our realistic expectations:

Ideally, we should give 1-2 weeks' notice for planned events: This gives us time to create optimized content. But honestly? Even 48 hours in advance, we can work wonders.

Whenever you think about it for emergencies: Unexpected time changes, delicate situations, last-minute opportunities.

When it's convenient for you, for everything else: You don't have to keep us informed in real time of every detail. Give us the general outline when it's convenient.

If you forget to tell us something:

It's really not a big deal. We're proactive and monitor your industry, seasonal trends, and relevant opportunities. If we miss a one-off opportunity because we weren't aware of it, there will be others. No drama.

5. Precision facilitates execution (but we can also work with ambiguity)

Why clarity helps:

When your requests, feedback, or adjustments are precise, we can execute exactly what you envision the first time. This saves time and back-and-forth for everyone.

Examples of clear communication (when you have the time to be specific):

"Could you create recruitment content for two technician positions? We are looking for bilingual candidates with a minimum of two years of experience. Our main challenge is to differentiate ourselves from the major chains."

"I liked this post, but could you use a photo of our actual team instead of the stock image, and make the tone a little warmer?"

"Our priority for the next 3 months is to promote our free delivery service. Could we have 2 posts per month about that?"

The reality that we also manage very well:

Sometimes you don't have the time or energy to be ultra-precise. You send a quick message like "This post isn't right for me" or "We should talk more about our services" or "We should be recruiting more actively."

Our approach:

We'll ask you a few clarifying questions to understand exactly what you want, and then we'll propose concrete solutions. You don't have to formulate everything perfectly. We're here to translate your needs (even if vaguely expressed) into concrete strategies and content.

Communication format:

Messenger or email remains our preferred method for documenting requests and decisions, but please call us if it's faster or easier for you to explain verbally. We will take notes and send you a written summary for confirmation.

6. A respectful relationship benefits everyone

Our philosophy:

Behind PHARMALEAD is a team of passionate individuals working hard for your success. Your account manager, content creators, and designers are dedicated professionals who deeply respect your work and your reality.

This creates an exceptional collaboration:

Mutual recognition: We respect that you are extremely busy healthcare professionals with critical responsibilities. You respect that we are digital marketing professionals with our own expertise. This mutual recognition creates a healthy dynamic.

Direct and honest communication: If something isn't working, tell us directly. We much prefer knowing there's a problem so we can fix it quickly rather than letting silent dissatisfaction fester. We're not sensitive; we're solution-oriented.

Mutual patience: You are patient with us during the first 2-3 months while we get to know your tone and preferences perfectly. We are patient with you when you are busy and take longer to respond. This mutual patience creates a strong, long-term relationship.

Trust in each other's expertise: You trust us for our expertise in digital health marketing. We trust you to know your facility, your community, and your patients. No one encroaches on the other's expertise.

Flexibility and adaptability: Your reality is constantly changing. Emergencies, crises, busy periods, vacations, shifting priorities. We adapt completely to your pace and evolving needs. You're never stuck in a rigid structure.

What we promise you:

✓ Consistent professionalism in all our interactions
✓ Quick answers to your questions (24-48 hours maximum, often much faster)
✓ Total transparency about our work and our results
✓ Proactivity: we anticipate rather than waiting to be asked
✓ Protection of your reputation and strict compliance
✓ Flexibility in the face of your changing reality
✓ Genuine investment in your success

What you can expect from us:

We will never bombard you with unjustified urgent requests. We will never criticize you for being busy or taking time to respond. We will never judge you if you cannot follow all our recommendations. We will always adapt to your schedule, never the other way around.

Your success, our mission

At PHARMALEAD, we intimately understand the reality of healthcare professionals. We know that your days are unpredictable, that emergencies take precedence, that your patients always come first, and that digital marketing is objectively neither your expertise nor your passion.

That's exactly why you chose us. So you can focus on what you do best — serving your patients with excellence — while we take care of your visibility, reputation, and digital growth.

These six elements of collaboration are not rigid requirements. They are suggestions based on what works best, but we adapt completely to your unique situation. Some clients are very involved and love it. Others give us complete autonomy and are just as satisfied with the results.

There is no wrong approach. There is your approach, and we adapt to it.

We are delighted to have you as a client. Welcome to PHARMALEAD. Let's build something extraordinary for your facility together, at your own pace, according to your availability.

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Need to talk to us?

Your PHARMALEAD account manager is available when YOU are. Not the other way around.

Email: customerservice@pharmalead.ca
Telephone: 819 568-2323

Contact us whenever it suits you. We are here to serve you, not to rush you.

— The PHARMALEAD team

Note: The masculine form is used in this article for brevity and without discrimination. This guide is designed specifically for our clients in the healthcare sector in Quebec.