Value in Honest Relationships

Value in Honest Relationships Posted: 06 Dec 2010 07:42 AM PST President Nick Gutwein talks with some customers at the grand opening of the Braun West facility in Mesa, Arizona. In the spirit of this holiday season, let me start by thanking you for your support of Braun and for your confidence in us. What I’m about to share is an important lesson learned during the course of the relationship between Braun and one of our long-time dealers and how this lesson has brought value to our customers. It’s also a life lesson we all can benefit from. When my son, Andre, began playing high school football, he wanted to be a linebacker more than anything. He was devastated when his coach pulled him aside after his sophomore year and said, “You don’t have the skill to be a linebacker. If you want any chance to play and help this team, you’ll need to move to the offensive line.” Those weren’t easy words for Andre to hear, let alone accept. Even with his intensity and hard work, there was still no guarantee he’d see any playing time in this competitive 5A Indiana football program. But listening to and acting on that “straight talk” paid off. Andre earned a starting right tackle position his senior year and won an award for courage in overcoming a serious injury. His willingness to accept criticism and advice was key to his success in football, and more importantly, an invaluable life lesson. I was reminded of that same lesson in December of 2007 when I was invited by President Richard May to meet the United Access team in St. Louis.  I’d been warned that the meeting could get ugly, and I was not disappointed.  As a supplier of wheelchair accessible vehicles to United Access, we are a vital link in providing mobility solution to customers in each of their seven locations. But at that time, the link was not strong enough! As we sat around the conference room table, my small team and I listened to an afternoon of “constructive” feedback from the United Access staff — at least a dozen individuals representing various functions and locations. It was painful. Our quality was not where it needed to be. Our service processes were difficult and slow. Our warranty and non-warranty parts delivery was sporadic at best. Our dealer structure was non-existent, and our policies were unclear. The bottom line from United Access was clear: customers expected and deserved THE BEST mobility products from United Access, and they could not have one of their top suppliers out-of-step with this standard. I’ll never forget that meeting. Richard challenged us to not just listen to the criticism, but to do something about it. At first it was hard to appreciate and digest such unsparing feedback. But as I thought about what was at stake and who we were disappointing, I recalled a picture of a young lady in an Entervan with two wooden 2×6s coming out of the side of the wheelchair van. Apparently, the ramp did not work, and this was the family’s makeshift solution while they waited for late parts to arrive.  Putting a customer in that situation was unacceptable then, and it is unacceptable now. The roundtable ’straight talk’ from United Access, honest criticism from other dealers, and the image of the girl relying on pieces of lumber just to get into her “accessible” vehicle together became an impetus for change to  improve our customer focus.  In the three years since, our quality has improved dramatically: labor claims are nearly half what they were in 2007, we have a 95% on-time parts delivery (up 25% from 2007) to our dealers with overnight delivery the norm, and our customer satisfaction ratings have shown marked improvement. None of this really matters unless it brings added benefit to our loyal customers.  This is a key component of value — providing quality products and services at a fair price from people who care.  I am confident that you are seeing the value of the deep and strong relationship between Braun and our dealers. Even so, we’ve learned that this is not good enough.  We need to challenge each other each day to get better.  That is our commitment to you. These are not just business lessons, but lessons for life.  Just like my son Andre and his coach, honest relationships challenge us to be our best.  It takes collaboration from all of us in the ‘value chain’ to deliver our best and grow each day.  And after all, we know you are counting on us!

Gift Ideas for the Wheelchair User on Your Christmas List

Gift Ideas for the Wheelchair User on Your Christmas List

Posted: 15 Dec 2010 10:27 AM PST

The Key Turner makes a daily task less of a pain.

It’s that time of year again….the time of year when I beat my head against the wall as I try to think of a Christmas gift for my dad. Granted, dads typically have a reputation for being difficult to shop for. But shopping for a dad who is a quadriplegic causes a good deal of heartburn for me and my brothers each holiday season.

He loves music, books, and movies, but we’ve reached our limit of     consecutive years giving him iTunes gift cards and the latest Ken Follett novel.  As active and involved as he stays, we can’t fall back on golfing or fishing accessories like a lot of sons or daughters. We’re always looking for something he can actually use…something that will make life easier and more enjoyable (he just got a new Entervan XT, so I guess that’s off the list).

So when I stumbled on the 2010 Holiday Gift-Giving Guide for People Living with Paralysis, I got excited. Offered as a resource from The Christopher Reeves Foundation, the guide gives suggestions ranging from basics to splurges and are relevant for anyone living with a physical challenge, not just paralysis.  Here’s a sampling:

·  The Apple iPad is at the top of a lot of people’s Christmas lists this year, but it’s an especially good idea for individuals with disabilities. It’s accessible design includes voice-recognition apps and accessories to help people with limited movement or dexterity navigate the touch-screen.

Make a statement with these trendy t-shirts and support a worthy cause.

·  The Key Turner has a heavy-duty plastic handle which provides extra leverage for those with limited hand function, while they are turning keys. The product can hold up to three keys and folds into the handle when not in use.

·  Experience the intensity of quad-rugby and the reward of overcoming adversity in Murderball, a revealing and inspirational documentary.

·  Make a statement with trendy t-shirts like “Life Rolls On” (right), offered by nonprofits who donate proceeds to support disability-related causes.

Jay Hatfield Mobility: Jay Hatfield Mobility - A Life Changing Experience...That's Our Mission

Jay Hatfield Mobility: Jay Hatfield Mobility - A Life Changing Experience...That's Our Mission

Jay Hatfield Mobility - A Life Changing Experience...That's Our Mission

Jay Hatfield Mobility is in its 11th year of providing mobility equipment to Kansas, Oklahoma, Missouri, Arkansas and beyond.  We are extremely grateful to our loyal clients and sincerely happy to provide equipment with the ability to improve people's lives.

It is our mission to deliver a lifestyle change to our clients.  We want to provide lifestyle improvements as well as life extending mobility equipment that meets the wants and needs of our clients.  Beyond that, we deliver equipment within a region for which we can provide service after the sale, as opposed to nationally delivering companies with no local service in our rural areas.  2010 has brought many positive changes to Jay Hatfield Mobility's ability to service our clients with two additional service technician positions, a mobile service van equipped to make repairs on the spot and many hours of factory training to improve our ability to repari any problems more quickly and conveniently for you.

As we move toward 2011 we are extremely pleased to offer sales and service offices in Columbus, Kansas (Joplin, MO/Pittsburg, KS), Wichita, Kansas, Salina, Kansas, Platte City, Missouri (Kansas City area) as well as Mall locations in Joplin, Missouri, Wichita, Kansas, Topeka, Kansas, Kansas City, Kansas and Wichita, Kansas.  These physical locatons allow our clients to be served six days per week in a large geographic area convenient to our clients and seven days per week in the Mall locatons.  Again we appreciate your business and look forward to providing many years of service to you.

Jay F. Hatfield
President