Morning everyone, how have you been?
Something happened this week that just spoke loudly to me about what we do at On The Mend, and why we are different from all other medical supply companies.
I was sitting at my desk and a young lady walked in.
Now keep in mind, I can’t see the front from my desk, as I am separated by a half wall, but I heard the following…….
Marsi- Oh my god, I am so happy to see you, how have you been?
Customer- Great Marsi how are you? How was your daughters wedding?
Marsi- it was incredible! And she went on as Marsi does about her daughters beautiful wedding, mentioning her family name by name, describing the band, the wedding vows, the fact that she is now taking care of “Frankie” their dog, while they are in France and so on.
The woman is so excited and they are hugging, and talking about Boston which is where this person lives I had figured, and how well her family was doing and so on and so on and so on.
She updated Marsi on her mom, and family’s whereabouts.
Finally I got up to go out and meet this mystery person who I assumed was a long lost friend of Marsi’s.
Upon introduction, I learn that her name is Kim, and I welcome her to our store.
I say “ so how do you two know each other?”
Kim quickly replies “from here.”
Marsi follows with “Kim has come in a couple times to shop for her mom, and we just hit it off”
And Kim followed that with” I love Marsi”
Wait……..what? How? Here?
I’ve thought about this non stop since Friday.
We are not just selling medical equipment to solve your patient or loved ones needs.
We are not just providing solutions to a medical problem.
We are not just helping people maintain their independence.
We are building relationships and making connection within our community and beyond.
We are compassionate providers of solutions to people who’s lives we care about.
I have always preached that we should treat every customer the way you would want your own family treated, but I’ve never seen it this deep.
Marsi just does it more than anybody else.
The following are just some pictures of the connections we have made recently that are in my phone. .
The last one is of our new employee Larry and the “Kim”, Marsi’s new best friend above, after delivering her moms new chair.
This is what it is all about.
Be passionate about what you do.
Thanks for listening FB, sorry it was so long.