Studying to be a nurse
and supporting herself as a PCA, Mary Benhardus was frustrated.
She was spending way too much time calling different medical supply
vendors to get the things her clients needed. She was also uncomfortable
with vendors’ lack
of knowledge, which translated into poor customer service. Benhardus
saw a need for a ‘one-stop’ vendor
that would carry most everything a person with medical needs would require
for day-to-day living — run by informed, friendly staff.
So, Benhardus started a business. Her grandfather, a successful entrepreneur
in his own right, lent her the money to get going. In 1988, Benhardus
quit school and opened Handi Medical Supply. Its first location was
in a Golden Valley strip mall.
The young entrepreneur’s goal was always to be a customer- and
employee-driven business. Benhardus’s dedication to the customer
is famous. In the late 1990s, reimbursement for ostomy supplies was
slashed by Medicare. When most of the other home medical suppliers
and equipment companies exited the ostomy business, Handi and Benhardus
stayed with it. Benhardus believed that her customers (who she considers
her friends) deserved an organization that would do its best to take
care of each of them. She intended to be there for her customer friends,
many of whom have been with her from the beginning.
She knows how to build
worker loyalty. “Mary lets me take work
time to attend my continuing education functions,” said one employee. “She
is very supportive of people’s professional responsibilities.” There
are several employees who have been with the company for fifteen
years, at which point they are given an all expenses paid trip for
themselves and their families.
When asked if Handi
Medical will continue to grow, Benhardus put its size in perspective.
She says that if customer service suffers, “then
that is too big.” If they lose sight of why they are in the business, “then
that is too big” as well.
Handi just hosted its
11th annual conference. The event provides educational seminars
for health-care professionals who want to gain further knowledge
on the medical supply industry. The happy hour — complete with
a chocolate fountain fondue — might also be part of the draw.
This year’s event was the largest yet. ![]()
