From crystal figurines, baby gifts, decorative picture frames, jewelry and scarves to college paraphernalia representing Iowa schools, West Union business owner Mel Metcalf works hard to make sure her Union Drug store inventory is fully stocked with a variety of gift items and greeting cards to accommodate her customers’ tastes and needs. (LeAnn Larson photo)

Keeping customers in mind key to building successful business

By Megan Molseed
mmolseed@thefayettecountyunion.com

“Small businesses are an important part of a community,” reflected longtime West Union small-business owner Mel Metcalf.  

“But it’s really our customers that make up a big part of small businesses like ours,” she added, sorting through a box of new gift items to display at Union Drug, which she co-owns with pharmacist husband Steve. 

“Every business decision we’ve made over the years is with the customers in mind,” she continued, as she eyed a brand-new pack of books set for display in the gift area of the family-owned store.  

“We work with a variety of insurances and payment schedules on the pharmacy side, making things quick and easy for our customers who depend on us for those needs, but we have that added small-town piece to us,” she pointed out.  

“We take the time to speak with our customers ... answer questions, if they have any, as soon as we can. It doesn’t seem like you get that personal connection as much anymore with the big chains.”