A Great Employee Experience Leads to Great Customer Experiences

As vice president of customer engagement at Midmark, it probably comes as no surprise that the customer experience is very important to Midmark and me, personally and professionally. It's my job to lead teams to create personalized experiences for our customers and employees (our teammates) by inspiring them on their journey to design better care for #healthcare organizations.

Everything I do ultimately leads back to experiences we expect our customers to have when they engage with Midmark, whether through our products and services, teammates or facilities.

I take great pride that at Midmark, #customerexperience is more than just talking points or an empty platitude; it's a part of who we are as a company. It's why so many of our customers view Midmark as a trusted partner. It's why we took part in the design of over 5,500 clinical spaces for our customers last year. It's why 220 customer design teams visited our Experience Center on our Versailles campus last year. And most importantly, it's why our customers are our biggest advocates. I love it when customers share with a peer that they need to call us or visit Versailles for the "Midmark Experience."

I wish I could take all the credit for this, but it comes from the top down. Our president and CEO, Jon Wells, stresses the importance of listening and having empathy for our customers, deeply understanding their challenges and concerns. He warns that even with the experience we have gained over 108 years, we should never lead with a prescriptive solution or fall into the trap of a one-way monologue about what our customers should do or what products they should purchase. Listening to understand is foundational in providing the right solution for each and every customer. 

He and his leadership team believe that Midmark is a people business, and we can't take care of customers unless we first take care of our teammates. There needs to be mutual trust between our teammates and leadership. It's why the people working at Midmark are called teammates, not employees.

In supporting our teammates, there is a consistent, focused commitment to health, safety and well-being that is deeply ingrained in our culture. A prime example of this is our award-winning wellness program, built on a strong education foundation designed to encourage engagement, feedback and recommendations from our teammates. We have a teammate-led wellness committee, as well as a full schedule of friendly challenges and contests.

On our Versailles campus, Midmark maintains an onsite wellness center that supports the regular health and wellness needs of our teammates onsite and works to remove the hurdles that exist to self, primary and preventative care for teammates at all locations. Through the wellness center, we are able to offer our teammates flu shots, medical massage, mammograms, vascular and skin screenings, blood pressure checks, and nutrition and wellness consultations throughout the year. In addition, our Versailles campus maintains outdoor walking paths and a full-equipped, onsite fitness center to which teammates have 24x7 access.

This commitment to teammates is also evident in the #design of our facilities. Our new facility in Versailles and modernization efforts at our other facilities are built to make teammates' jobs easier and more efficient by providing well-designed team neighborhoods, close access to colleagues and resources, less time in meetings and more time with customers. It features an open floor plan with a mix of workstations and conference rooms that offer ample private and collaborative spaces and encourages active engagement with the leadership team.

Midmark also allows teammates to focus on what is important to them. With a #philanthropic mission that focuses on support through volunteerism as well as monetary and product donations, Midmark encourages and enables its teammates to serve as active participants in corporate giving and community involvement. As an incentive, Midmark Teammates are offered up to three paid volunteer outreach days as part of its policy and an additional day to teammates participating in Midmark-sponsored international or domestic mission trips.

It's important for our teammates to love what they do and do what they love. When they are happy and making a positive difference, those feelings overflow into the interactions with our customers and create a higher sense of loyalty and satisfaction.

They are committed to listening to our customers, working collaboratively and giving them a consistent yet personalized experience. Above all else, they readily go the extra mile to help our customers achieve their goals and our mission of keeping the point of care experience at the heart of everything we do.