More than mobility: What customers want now

The mobility market is growing, but it’s not just growing—it’s shifting. With the aging population climbing, HME providers are increasingly facing a customer who knows what they want and when they want it, regardless of reimbursement falling. 

“Consumers want to get out and not be constrained with where they choose to go,” said Jeff Distasio, vice president of sales at Pride Mobility. “Larger scooters with a more recreational, outdoor focus are very popular. Further, consumers are demanding lighter weight products to make it easier for them to be able to more easily lift products in and out of their vehicles, without compromising high quality to withstand the rigors associated with traveling with a scooter or power wheelchair.” 

The future of mobility is unfolding quickly. Whether it's understanding a customer’s personal style, their living environment, or their timeline, providers are no longer just selling equipment: They’re selling self-sufficiency. 

Here are other recommendations for success in the mobility market: 

Choice has a way of overwhelming end users. That’s where providers can step in. 

“For many, the search for the right product becomes a frustrating experience filled with uncertainty,” said Vanessa Saltmarsh, chief commercial officer at Rhythm Healthcare. “By taking the guesswork out of the selection process, providers can position themselves as trusted experts.” 

That expertise should also expand beyond the initial product to include ancillary products that can keep end users safely in their homes, like ramps, stairlifts and lift chairs, says Tyler Mahncke, senior vice president of clinical mobility and accessibility at VGM & Associates. 

Meet expectations 

“Consumers are looking for more technology-driven mobility devices and more modern designs,” said C.J. Copley, executive vice president of sales and marketing at Golden Technologies. “In addition to better comfort features, they want options like scooter color shrouds or new and vibrant power wheelchair colors to express their style.” 

Find a good partner 

“With so many options available, choosing the right wheelchair can be challenging,” said Anthony Lamy, product manager at Drive DeVilbiss Healthcare. “It is crucial to select a company with a proven track record of delivering high-quality, reliable equipment, backed by established testing procedures and excellent aftermarket support.” 

Accept cash 

“This market is really shifting to a retail, cash-based market,” said Mahncke. “With reimbursement levels being so low in this space, coupled with the desire for clients to have product now, as well as the aging population having the disposable income to pay cash for something and leaving with it that day, all plays into the shift to this retail model.” 

Be quick 

The demand for speed isn’t just about convenience—it’s often urgent. Home modifications typically follow a fall, and providers who can install a ramp or stair lift within 48 hours are more likely to land the sale, says Garth Walker, CEO of National Ramp.