In this Checkout episode, we sit down with Phil Leahy, founder of Australia’s leading medical marketplace, MedCart, and the brains behind Retail Global. Phil shares insights about his journey in eCommerce, from his wildest online purchase to the tech tools driving MedCart’s success. Phil opens up about the industry leaders who inspire him, what keeps him motivated and the challenges that lie ahead for both him and his business as he continues to scale.
In the Name of Risk: Buying a House Sight Unseen
When asked about his wildest online purchase, Phil shared a surprising story that reflects his willingness to take risks. Rather than a quirky gadget, or novelty item—it was an entire house! During the COVID-19 pandemic, while staying in Port Douglas, Phil and his partner made the decision to relocate permanently. They went through the whole process online, without even stepping foot in the house.
“We looked at it online, had a friend go check it out for us, made an offer, and bought it,” Phil explained. The purchase came with its share of nerves, but fortunately, things worked out. “When I got here, I went, ‘That was actually a great buy,’” he added, clearly relieved the gamble paid off. While not your typical eCommerce story, Phil’s experience reflects his willingness to embrace risk—a quality that’s been key to his success with MedCart.
Julie Mathers: An Inspiration in Customer-Centric eCommerce
Phil looks to industry leaders for inspiration, and Julie Mathers, founder of Flora & Fauna, is someone who has left a big mark on him. Phil didn’t hold back in praising her hard work and dedication. “She just makes me sick,” he joked, in awe of her relentless drive.
She works harder than anybody I’ve ever seen in eCommerce.
What truly stands out to Phil is Julie’s customer-centric approach. “She owns the customer journey and serves it with love,” Phil remarked, highlighting how Julie manages to excel both in business and in life, juggling family commitments and long hours without missing a beat. “She’s just a beautiful human,” he added, summing up his deep respect for her achievements. It just goes to show, putting customers at the centre of your business is a winning strategy, no matter the size or scale.
SearchSpring: MedCart’s Secret Weapon
Running a large marketplace like MedCart requires the right tech stack, and for Phil, SearchSpring has become an indispensable tool. “We’ve got 10% of our customers using SearchSpring, and it’s responsible for 55% of our revenue,” Phil revealed, showcasing just how powerful the platform is for driving sales. Not only has it boosted revenue, but it’s also increased the average order value (AOV) for MedCart customers.
The AOV on SearchSpring is $195 versus $108 without it.
With MedCart offering over 35,000 SKUs, having an advanced search function is critical to the customer experience. “You’ve got to have a great search on the site, especially when you’ve got the amount of SKUs we’ve got,” Phil noted. Thanks to weekly and monthly check-ins with SearchSpring, the MedCart team constantly fine-tunes the system to ensure it keeps delivering results. It’s a great tool to consider if you’re looking to scale your marketplace and enhance the customer experience.
The Jason & Scot Show: Phil’s Podcast Pick
When it comes to staying up-to-date, Phil turns to The Jason & Scot Show, a podcast that dives deep into marketplace trends. “It’s a US-based podcast that talks about high-level marketplace stuff,” Phil said. He loves their insights and thinks they’re invaluable for understanding the bigger picture in global eCommerce.
Another resource Phil finds invaluable is Greg Buzek, president of the IHL Group and an industry analyst who appeared on Tell Me Something Good About Retail, hosted by Bob Phibbs. “Greg’s an amazing analyst,” Phil shared, praising Buzek’s expertise in retail technology and industry insights. These podcasts offer Phil fresh perspectives and help him stay ahead in a fast-evolving landscape. By keeping up with these podcasts, Phil stays ahead of the curve and ensures he’s always learning, a great way to stay competitive in eCommerce.
Navigating the Economy: Phil’s Biggest Challenge
Like many business leaders, Phil is finding the current economic climate challenging. “The biggest challenge I think for everyone is the economy,” he shared, acknowledging the pressure that comes with inflation, tightened consumer spending, and supply chain issues.
For MedCart, this has meant being extra selective in onboarding quality sellers who can deliver the level of service and reliability their customers expect. “It’s about finding quality sellers and great inventory,” Phil explained, emphasising the importance of maintaining high standards to protect both the brand and the customer experience.
Phil also touched on the need to be cautious with overheads and focus on sustainable growth. “I’m not going to be adding too much to the overhead, no shiny stuff. Keep it basic and just concentrate on profit,” he said, sharing his commitment to a lean, efficient approach to business.
Despite these challenges, Phil remains optimistic about the future and is committed to steady, sustainable growth. It’s a great reminder to all of us that navigating tough economic conditions requires focus on quality, trust, and long-term sustainability.
Thriving in Uncertain Times Through Adaptability and Focus
Phil Leahy’s journey through eCommerce, from scaling MedCart to overcoming economic hurdles, offers valuable lessons beyond just business mechanics. His approach underscores the importance of adaptability in a rapidly shifting landscape, staying grounded by focusing on quality partnerships and lean operations. Phil’s story reminds us that success often comes from balancing innovation with practicality. In uncertain times, it’s the businesses that focus on building trust, maintaining high standards, and sticking to sustainable growth that are best positioned to thrive.
The Checkout is a short snippet of our conversations.
