Telling & Learning the Stories
Written By Robb Stevens
Med One was built as a company that provides customer-centric equipment leasing solutions for healthcare providers.
In the early years of our company, most of the equipment we leased was life support in nature, so Med One was drawn very quickly to healthcare providers overarching mission of human compassion. This connection to patient care has always been an endearing source of motivation and inspiration for us.
The rapid expansion of our rental division since 2015 has put us into direct and constant contact with the healthcare scene. Many of our employees are on the front lines of this direct connection, so they know the impact that Med One has on the lives of countless patients and their loved ones by putting equipment into the hands of healthcare workers all over the United States.
Those in the Med One community who clean, repair, and deliver our equipment show all of us how Med One helps put the CARE into healthcare. These employees are the difference makers and, in many cases, the face of our company to our customers!
As we participate with healthcare providers in their mission of human compassion, we cannot help but feel the impact of that mission ourselves!
Healthcare providers work tirelessly to get it right every single time for their patients and we share in that effort every day by providing critical care equipment that helps heal and preserve life.
Every company, and individual, we rent or lease equipment to has a story to uncover. Why do they do what they do? How did they get there? What compels them to stay? They all do something that impacts the world in great and small ways.
IF A HEALTHCARE PROVIDER WERE TO TELL YOU THEIR STORY, WHAT MIGHT YOU HEAR?
I’m sure you would hear sadness yet hope.
You would hear of exhaustion, yet dedication
You’d hear about long days and nights, and doing what’s right
If they would speak, you’d hear about the many lives entrusted to their care. You’d hear of the moments they felt like they couldn’t go on for another day, and of the many reasons that have made them stay.
To tell you their story is to share why they serve
You would hear of their battles that no one sees, and courage behind the scenes.
Their stories would no doubt detail their teams filled with strength, compassion, and light.
You’d hear of heroic patients who triumphed, and of others that lost the fight.
You’d hear about hands that were held with care, and silent strength that’s always there.
To tell you their story is to show what they give, to help others to heal, thrive and live.
Why do customer stories matter? Because in them, we discover more about our own story.
If we succeed at understanding a customer’s purpose and make it easy for them to achieve it, they will experience things like excitement, anticipation, joy, confidence, peace of mind and satisfaction.
On the other hand, if our efforts fall short of making it easy for them to achieve their purpose, they will instead experience things like confusion, disappointment, frustration, or even anger.
Positive interactions with customers plant the seeds of an emotional connection that may very well lead to a mutually beneficial relationship that can have an impact for many years.
SINCERE EFFORTS TO LEARN ABOUT CUSTOMER STORIES CAN TRANSFORM A RELATIONSHIP
The connection formed in such an exchange goes far beyond a seller and buyer transaction. When we learn more about each other, a strong bond develops, and the individuals involved seek for ways to add value to each other. Why does this happen? Because people are endeared to those who understand their business, their personal journey, and who help them achieve their goals.
THE FOLLOWING STEPS ARE WAYS TO HELP US BUILD DEEPER CONNECTIONS AND BECOME GENUINELY CURIOUS.
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STUDY THE ORIGIN STORY
Investigate how and why the company was founded. Founders often start with a vision to solve a specific problem or make a change
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EXAMINE THE CORE VALUES
What principles guide their decisions and behavior? These are often clues to the deeper mission
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LOOK AT LONG-TERM GOALS
Beyond products or quarterly profits, what long-term change is the company aiming to create?
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WATCH THE LANGUAGE
The words used in leadership messages, company background pages, and internal docs can hint at the true mission.
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ASK EMPLOYEES OR LEADERSHIP
Often, people inside the company can articulate the mission better than official statements. Here are some questions to ask to help achieve the above steps.
- What inspired the founding of your company?
- What problem are you enthusiastic about solving?
- How do you want to impact your customers or community?
- What do you stand for as a company, even when it’s hard?
- What drives you and your team to show up every day?
- If your company disappeared tomorrow, what would the world miss?
- What legacy do you hope to leave behind?
Every person at an organization can be genuinely curious and embrace this effort, regardless of their job function. It may be more of a stretch for those with limited customer interaction, but a sincere and intentional effort to not only share your company’s story, but to learn your customers’ stories as well, will enrich your company’s culture in dramatic ways.
A personal commitment to this effort will lead to a much more enlivening and fulfilling work experience that helps you to discover your own purpose more fully.
