Let me tell you a story. In June of 2013, I was standing in our booth at the MD&M show in Philadelphia when I turned to face a stately looking gentleman holding some sort of medical device in his hand. He was shaking his head, saying “you sterilization guys have a history of horrible service.” I introduced myself and tried to determine just what put him in this mindset. He declared that his current ETO sterilizer was not only failing in their commitments, they also were purposely not communicating the actual truth as to the status of his product. His reality was that “all you guys lie.” Eventually we got past his initial declarations and we began to discuss his products and our services, and how the two could be a good fit.
Over the next year, we worked with this gentleman and his company to qualify his product in a timely manner, at a fair price, while keeping him informed every step of the way. Sure, we would like to be able to help every customer who comes our way, but the fact of the matter is that in order to have a successful business relationship, your products and e-beam have to be a good fit. Sometimes there are better options for you—and we will always be honest with you if e-beam is not your best option. Our goal is to help you succeed.
Fast forward to June of 2014 in New York City at the MD&M show—I was again working the booth when I turned to see that gentleman from a year ago looking at our literature. He looked up and smiled, saying he just stopped by to say hello. I brought up the difference in his demeanor from a year ago. He laughed, saying that he had been a bit unfair, but that was the world he lived in then. “I am in a much better place now… We are very happy with the service we are getting from E-BEAM Services.” He also said that brand new products are coming on line later this year, and they look forward to working with us on them. A new reality, one year later!