Compassion - The Key Ingredient to Success

Published in Member Communities on January 03, 2020

When working in the home medical equipment (HME) industry, providing exceptional customer service is incredibly important. It is a passion that providers must have. This passion and drive is what led Liam O’Keeffe to the HME industry, and it is what led to the beginning of On The Mend Medical Supplies & Equipment in 2016. On The Mend Medical Supplies & Equipment is both a VGM and VGM Live at Home member.

“Our company was founded on the belief that this industry needed more customer service and compassion. We treat every customer the way we would want our parents to be treated,” says Liam O’Keeffe, Partner of On The Mend Medical Supplies & Equipment.

Prior to entering the HME industry, O’Keeffe was a financial planner. However, he realized just how large of a need there was for the industry and decided that he wanted to provide a service to those who needed HME products, particularly seniors. But it was also O’Keeffe’s previous experiences at medical equipment stores while helping his own mother acquire the products and services she needed. 

“I just thought that the customer service for something that was so important to this generation was lacking. I couldn’t believe that it was like a wholesale counter where you walk up, tell them what you need and then they say they’ll have it in a few days. There was nothing personalized about it.”

Because of this, making customers feel welcome and heard is one of O’Keeffe’s main goals.

“When you walk into our store, the first thing that you see behind our counter is a big sign that says, ‘Free Hugs, Just Ask.’ Nobody comes to us for good reasons, and nobody wants the products and services we all provide, but unfortunately, they do need them. Therefore, making these experiences as good as possible is something that we do well.”

One of the many ways On The Mend goes above and beyond for their customers and provides such impactful experiences is when they offer to pick up a snack or beverage for the customer while they are on their way to deliver that customer's equipment. A similar experience happens when customers come into the store. Staff at On The Mend immediately offer to get those customers coffee or even ice cream from the shop next door. When the customer gets the equipment or service they need, On The Mend uses that first experience as the building block of a long-term relationship with the customer.

Recently, O’Keeffe sat down with one of his customers, Mrs. Lang, to discuss her experience with On The Mend and how they put their business philosophy into practice with her. To watch, see the video above or click here.

To be able to give such an impactful experience to customers means that the staff at On The Mend are hired for their dedication and passion of delivering positive customer experience. O’Keeffe mentions that most of the staff at On The Mend were hired based on their behavior in the community. For example, one of their recent hires was an associate at a different retail store that went above and beyond for her customer, who happened to be O’Keeffe. Because of her determination to help O’Keeffe find exactly what he was looking for, he offered her a job at On The Mend right on the spot.

“I’m looking for people that want to go above and beyond, and that’s what we’ve built,” states O’Keeffe. “We have a team of people that care to the point of going that extra mile and making sure that that person has what they need.”

The dedicated staff and customer experience priority has helped On The Mend’s success, but other factors that O’Keeffe credits is their dedicated product training for users and caregivers, as well as their dynamic social media presence. All of these factors have helped On The Mend succeed, especially with the recent opening their second location on Jan. 3, 2020. It all goes back to the value of compassion for the customer.

“At the end of the day, it’s a passion to make somebody’s day a little better.”

To learn more about On The Mend Medical Supplies and Equipment, visit onthemendmedical.com.

From Our Experts

The Role of DMEPOS in Value-Based Healthcare thumbnail The Role of DMEPOS in Value-Based Healthcare Explore how DMEPOS providers contribute to value-based care by enhancing patient outcomes, reducing costs, and promoting healthcare transformation. VGM Expands Expertise with Industry Consultants thumbnail VGM Expands Expertise with Industry Consultants VGM & Associates is excited to announce the expansion of its VGM Professional Services team with the addition of Steve Baker, Brian Bersano, & Tonya Williams. A Data-Driven Approach to Unlocking Growth in the HME Industry thumbnail A Data-Driven Approach to Unlocking Growth in the HME Industry Discover how to enhance your HME business growth with data-driven strategies with actionable tools and resources. VGM & Associates Launches “IM: Unfiltered” Podcast Series thumbnail VGM & Associates Launches “IM: Unfiltered” Podcast Series VGM & Associates is proud to announce the launch of its new podcast series, IM: Unfiltered, created with members of the VGM community in mind. This dynamic new series delivers candid conversations, expert insights, and timely updates that matter most to home medical equipment (HME) providers. Expanding Your DME Offerings for Breastfeeding Awareness Month thumbnail Expanding Your DME Offerings for Breastfeeding Awareness Month Discover how DME providers can celebrate Breastfeeding Awareness Month in August 2025 by expanding their offerings to include mother/baby products. Key Insights from MedPAC's July Data Book for DME Providers thumbnail Key Insights from MedPAC's July Data Book for DME Providers Learn about the evolving Medicare landscape, the impact of an aging population, and the shift towards home healthcare from MedPAC's July 2025 Data Book. Announcing the Finalists for the 2025 O&P Woman of the Year Award thumbnail Announcing the Finalists for the 2025 O&P Woman of the Year Award OPGA is thrilled to announce the finalists for the 2025 O&P Woman of the Year Award. These remarkable women will be honored during the AOPA National Assembly, taking place on Thursday, Sept. 4, at 9:50 a.m. in the Product Preview Theater (PPT) within the exhibit hall. Revolutionizing Independent Living: How Smart Home Technologies Are Reshaping Accessibility thumbnail Revolutionizing Independent Living: How Smart Home Technologies Are Reshaping Accessibility As the global population ages and the demand for accessible housing accelerates, smart home technologies are emerging as essential tools, not just for convenience, but for safety, autonomy, and well-being. Today's smart products, like Autoslide's automatic door systems and Yale's smart locks, are more than gadgets. They are assistive technologies designed to empower people with limited mobility.