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  • Writer's pictureTiffany S.

We Care

Updated: Oct 18, 2023

Back in the day, I worked as a professional sales representative for one of the largest, at the time, home medical companies in the United States. It was my first “real” outside sales position and it was a challenging one. Every day was very busy, mainly making sure my customers were taken care of. My customers were medical doctors and their patients. How the company I worked for served our home medical patients was a direct reflection on my MD’s businesses. It was important that we

responded to work orders quickly and delivered medical equipment in a timely manner. It was never easy but the way we did our best was not only by communicating internally

extremely well, but also by truly caring about what we were doing and who we were serving.

I was very naive back then. I wanted to make a difference in the world and I thought everyone else did also. This to me meant that profit wasn’t as important as service. Although, ironically, I chose sales as a career because there was greater personal profit involved and income would be somewhat limitless. I chose to work in the medical field because I wanted to work for a company that significantly helped people and made an important difference in the lives of others. Still, in order to stay in business, the company had to make a profit.

During my first year I felt frustrated. I’m a bit of a empath so I often felt my MD office customers “pain”. When they were let down, I was let down. Not completely understanding how the business was run, during the first year and even years after, I was said to move like something of a tornado, running/spinning in and out of our warehouse, the customer service department and sales area , in a bit of a demanding way at times. I was there to help “save the day”. Back then, in my mind, I cared more than many of the people I worked with. And in some cases, this was true. It is true that some employees work simply for a paycheck and some have simply given up on caring to make a difference because they feel that their contribution

won’t matter anyway due to company politics, etc. I too have experienced these feelings at certain times in my career. But back then, working there, I cared and I cared A LOT. I was extremely timely in responding to texts, calls and emails from my customers. I took pride in being the “middle man”, making sure communication was smooth between my customers and the teams at the company I worked for and making sure equipment was delivered in as timely a manner as it could be. I did things many others wouldn’t. I even delivered some equipment myself during “off” hours. And when my customers called, I responded quickly and if I couldn’t answer their question right away, I let them know I’d get back with them within a specific and reasonable time frame. But all in all, I was able to provide a high level of service and it was well reciprocated because, put simply, I cared.

In a little over a year and 1/2 I reached #1 sales person in my division and I won a respected achievement called “Circle of Excellence”. I got to go on a fancy trip to Santa Barbara and I was invited to

share my thoughts in meetings with other top reps in the company about how others could duplicate what we were doing and share why we thought we were successful. Blackstone, a huge investment company, had bought us around this time and they hired Mackenzie & Company to ride in the field with the top performing sales reps. This was an exciting time.I distinctly remember sitting in one meeting among the other top reps in the company and I believe it was an executive from Blackstone or maybe from Mackenzie & Company who was thanking us for our hard work and she went around the room asking why we thought we were successful. Interestingly, we all said something along the lines of, “Because we care”. We cared about our customers, their customers, their perception of us and the company we worked for and we cared a lot.

The high level of customer service I provided to my dedicated customers back then is the same as what I provide now. Yesterday, I was talking to a massage therapy client before his session. He has worked in an executive role for many years within the healthcare industry and he’s also owned his own business leading over 50 employees. His wife, a nurse, is also my client. During our conversation yesterday, for some reason, we got “real”. I shared something that had been bothering me that was close to my heart and he said to me, “You are a great massage therapist but do you know the other reason we make sure to visit you weekly?

We want to support you. Do you know why?”

I listened.

He said, “Because you care. You have a big heart and you care”.

That is what I appreciate about him and his wife as well.

It doesn’t have to be rare to care. When it comes to day to day behavior it often means doing simple things like following up in a timely manner to let customers know they matter or simply being a polite person.

I hope you are among the ones who care. I hope you remember that, no matter how busy you get, your customers are relying on you to care. If you are, it's appreciated. Thank you, thank you, thank you.

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