Henry Schein's commitment to its customers is at the core of its business operations. Those relationships are built on trust, and, in turn, customers rely on Henry Schein for everything from supplies and equipment to technology and business solutions.
Trust is the foundation of a business. As the core of every relationship, communication, and initiative, it is essential for building a successful organization. But trust must be earned. Developed and sustained by many small actions over time, it is borne out of a simple scenario: when words are backed up by actions.
In a business relationship, trust is a 2-way street. While customers rely on a business for excellent products and services, a business depends on its customers for loyalty, and this customer-company relationship is a critical component to an organization’s success.
Earning Customer Respect, Trust, and Loyalty
With customer commitment at the core of its business operations, Henry Schein works diligently to build strong relationships with its customers to earn their respect, trust, and loyalty—backing up its brand promise that customers can “Rely on Us.”
Henry Schein's mission to provide the ideal customer experience starts at the top and works its way down to every facet of its business operations. “Henry Schein is committed to satisfying our customers' needs," explained Brad Connett, CEO, Henry Schein's North America Distribution Group. "We must always deliver a caring, empathetic, and human touch to our customers. That is the hallmark of Henry Schein."
A True Partnership
One of those loyal customers is Dr. Gavin Miller, whose La Jolla, CA, dental practice trusts Henry Schein to manage its supply, equipment, and technology needs. Describing Henry Schein as “much more than a supplier of dental products,” Dr. Miller said the company is a true partner that provides a full spectrum of solutions to help his practice run more efficiently.
“From introducing new products and technologies to providing installation, maintenance services, and key practice analytics, Henry Schein is involved in my success and making sure that my practice grows and thrives. They keep it running in the right direction,” he explained. “I trust them and appreciate all the thought behind their solutions.”
Over the years, Dr. Miller said Henry Schein has consistently delivered on its promises. He can recall many scenarios where Henry Schein jumped in and saved the day, including when his practice’s vacuum system failed on a busy workday. "They got a repair person out and had the system fully functioning 2 or 3 hours later. Henry Schein managed to salvage our day, so we only lost 2.5 hours of production instead of a full 8 hours.”
A Strong Foundation
A partnership is built on a strong foundation, which is one reason why Texas pedodontist Dr. Julia Peng will not consider partnering with anyone but Henry Schein for her dental solution needs. “We have a good foundation, and they've proved themselves in the past to be very responsive and efficient,” she said.
Recalling her great experiences with Henry Schein while at previous dental practices, when it came time to open a new office, Dr. Peng spent months planning the new build with her field sales consultant, Chris Bevenue, as well as other Henry Schein experts— all of whom were instrumental in ensuring that her new practice, Little Penguin Pediatric Dentistry, opened its doors without a hitch.
From ordering supplies to purchasing and installing equipment to providing business solutions, Bevenue and Henry Schein held Dr. Peng's hand during the entire process. “It’s a partnership, and we interact with Henry Schein almost every week. They are very professional and always deliver,” she explained.
Investing in Practice Success
Partnering with Henry Schein means much more than choosing a dental distributor from which to order supplies and services. Henry Schein is truly invested in a dental practice’s success and is passionate about providing solutions to increase practice productivity, conquer business goals, and improve patient care.
The company does this by serving as a single stop for practices to acquire cutting-edge technology, supplies, equipment, repairs, services, and education. With a full range of practice management solutions, Henry Schein assists practices with the business side of dentistry, too, so clinicians can focus on what they do best—taking care of patients.
“As business owners, we interact with Henry Schein very closely, and we're just really blown away and impressed by how much they can offer us,” said Dr. Peng.
Her practice leverages the Dentrix Ascend practice management system, offered through Henry Schein One, and the Thrive Signature Membership Program, which offers exclusive savings on business management services, merchandise, equipment, shipping, and more.
Moving forward, Dr. Peng said she will continue to rely on Henry Schein as a trusted advisor, business consultant, and partner to enhance her practice’s efficiency and profitability while allowing her to deliver quality patient care.
