Back in the day, I worked as a professional sales representative for one of the largest home medical companies in the United States. It was my first “real” outside sales role, and it was a challenging one. Every day was busy, mainly ensuring that my customers—medical doctors and their patients—were well taken care of. The way our company served home medical patients was a direct reflection on the physicians I worked with, so it was critical that we responded to work orders quickly and delivered medical equipment promptly. We managed this not only through strong internal communication but by genuinely caring about our work and the people we served.
At that time, I was somewhat naïve. I wanted to make a difference in the world, and I assumed everyone else did too. To me, this meant that service was more important than profit. Ironically, I chose sales as a career because it offered greater financial rewards and the potential for unlimited income. And I chose the medical field because I wanted to work for a company that made a meaningful impact in people’s lives. Still, I understood that for the company to keep helping people, it had to be profitable.
During my first year, I often felt frustrated. Being a bit of an empath, I took on the frustrations of my MD office customers; when they were let down, I was let down too. Not fully understanding the inner workings of the business, I was like a tornado in my early days—darting in and out of the warehouse, customer service, and sales departments in a sometimes demanding way. I was there to “save the day.” Back then, I felt as if I cared more than many of my colleagues, and in some cases, that was true. Some people do work just for a paycheck, and others lose their motivation to make a difference due to company politics or disillusionment. I, too, have felt these things at times in my career. But back then, in that role, I cared deeply. I responded promptly to my customers’ texts, calls, and emails, took pride in being the “middleman,” and worked tirelessly to ensure smooth communication between my customers and my team. I even delivered equipment myself during off hours if needed. All in all, I was able to provide a high level of service, and it was appreciated—simply because I cared.
In just over a year and a half, I became the #1 salesperson in my division, earning the prestigious “Circle of Excellence” award. This achievement led to a memorable trip to Santa Barbara, where I was invited to share my insights with other top reps about what made us successful. Around this time, Blackstone, a large investment company, acquired us and brought in McKinsey & Company to observe our best practices in the field. It was an exciting period. I distinctly remember a meeting with the top reps, where a Blackstone or McKinsey executive thanked us for our hard work and asked us why we believed we succeeded. Interestingly, our responses all echoed the same sentiment: “Because we care.” We cared about our customers, their patients, the company, and its reputation.
The high level of customer service I provided back then is the same service I strive to provide now. Yesterday, I spoke with a massage therapy client before his session. He has held an executive role in the healthcare industry for years and has owned his own business with over 50 employees. His wife, a nurse, is also my client. During our conversation, we got “real,” and I shared something that had been bothering me. He said, “You’re a great massage therapist, but do you know why we make sure to visit you weekly? We want to support you. Do you know why?”
I listened.
“Because you care,” he said. “You have a big heart, and you genuinely care.”
That quality is what I appreciate about him and his wife as well.
Caring doesn’t have to be rare. In day-to-day interactions, it often means simple things, like following up promptly or treating people with kindness and respect. I hope you’re one of those who cares. I hope you remember that, no matter how busy you get, your clients are counting on you to care. And if you are, know that it’s deeply appreciated. Thank you, thank you, thank you.
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