'Service is our news'

HONEOYE FALLS, N.Y. - Good customer service is easy to promise, but provider Pat Lippa says following through has helped his company grow. 

“It's an easy cliché to say, 'We give great service,' but that's been our niche,” said Lippa, owner of Le Roy, N.Y.-based Durable Medical Equipment and Supplies. “I built my business on customer care and customer service.”

Lippa hosted a grand opening Dec. 20 for a second location in Honeoye Falls, N.Y. He has offered a full line of HME for Medicare, Medicaid, private insurance and retail customers since 2006.

His commitment to good service enables him to build relationships with doctors and hospitals, as well as patients. That's especially important in a tough economy, he says.

“It's one of those things that's easier said than done,” said Lippa. “It's like running a good restaurant—it's easy to figure out what you need to do, but not very many people can do it.”

Key points in Lippa's service model: finding customers products, whether the product is carried by Durable Medical Equipment and Supplies or not; offering education and seminars, like understanding insurance policies; and making sure the latest products are on the shelves.

“I can't tell you how many customers we've gotten back because we take that extra step,” he said. “It means an awful lot to people.”

Maintaining a commitment to service is key to surviving the coming year, says provider Erika Feinberg.

“Now, more than ever, people are going to price shop,” said Feinberg, ActiveForever CEO. “Rather than getting into a massive price war, we've got to win with service, reliability and quality.”