Walking into a meeting with a clinician, practice administrator or procurement leader who has decades of experience can be intimidating for any new sales professional.
The industry’s young professionals are discovering that trust is built through actions rather than years on a résumé. By listening more than they talk, following through on commitments, preparing thoroughly and being honest about what they don’t know, they share how they’ve found ways to build meaningful relationships with seasoned healthcare leaders.
As a young professional, how do you establish credibility with experienced clinicians or procurement leaders?
Liam Rohlsson: For me, credibility starts with honesty. If I don’t know the answer to something, I’m upfront about it and then I make it a priority to find the answer quickly. I realized there’s no value in trying to guess or provide incomplete information, especially when I’m working with highly experienced clinicians. They respect transparency and follow-through.
Consistency is also key. Following up when I say I will, delivering on commitments and being proactive instead of reactive all build trust over time. I focus on being solution-oriented; if an issue arises, I take accountability and work toward a resolution rather than placing blame.
I also don’t hesitate to learn from my customers. Many clinicians and supply chain leaders have decades of experience, and I see that as an opportunity. Asking thoughtful questions, listening closely and showing genuine interest goes a long way. At the same time, I make an effort to build personal connections by remembering small details, checking in to say hello even when I don’t need anything and treating the relationship as a collaboration rather than a transaction.
Luke Kuna: I’m still learning something new every day, and one thing I realized very quickly is this industry is full of people who have spent 20, 30 or even 40 years building their expertise. Because of that, I’ve never felt the need to walk into a room pretending I know everything. In many cases, the clinicians, administrators and procurement leaders I meet with have far more experience than I do, and I see that as an opportunity to learn.
What has helped me establish credibility is being genuine and leading with passion rather than trying to impress people with titles or experience. This industry is something I was essentially born into, and healthcare has impacted my family in a very personal way through my brother Jack. Experiences like that give me a deep appreciation for how important outpatient care environments really are for patients and caregivers alike.
Whenever I find myself stressed before a major meeting or walking into a room where everyone has significantly more experience than I do, I try to reconnect with why this work matters to me. I’m not just trying to sell equipment, I’m trying to help create environments where patients are treated with dignity, where elderly patients receive thorough care without shortcuts, and where our veterans and other vulnerable populations can have the best possible healthcare experience.
I’ve found that when people can tell your passion is genuine and that you truly care about the outcomes, credibility starts to develop naturally over time. Consistency, preparation, humility and authenticity go a long way in this industry.
Matisyn Schaut: I was initially worried that my experience level might be a barrier, but I’ve found that credibility is built through consistency, not tenure. For me, it comes down to follow-up and follow-through. At Henry Schein, we emphasize being a reliable partner, and I hold myself to that standard every day. When a customer knows that I am truly invested in their success and that they can count on my word, the “experience gap” disappears. They trust that I have their best interests in mind, which is the foundation of any long-term partnership.
Elise Mancabelli: I lean into preparation and transparency. Before I step into practice, I immerse myself in the details such as the specific products, the specialty’s nuances and the broader healthcare trends shaping the market. Whether I’m using industry intelligence or deep diving into data, I want to ensure I’m contributing value to every conversation.
However, I’ve learned that the most powerful tool for building trust is honesty. If I don’t have an immediate answer, I own it. By saying, “I’m not sure, but I want to understand this better. Can you walk me through your perspective?” I invite the clinician to be a partner in the solution. That vulnerability doesn’t weaken my position; it builds professional respect.
Melissa Spero: My approach is rooted in shared experience. Having worked in a dental office for five years, I understand the daily pressures of the front desk and the administrative side of a practice. That common ground allows me to speak the customer’s language from day one. I am always upfront about where my expertise lies, and if a question falls outside my current knowledge base, I never pretend to have an answer. Instead, I make a commitment: “I don’t have the answer right now, but I will find it for you immediately.” That level of transparency coupled with a commitment to getting them the right information is what turns a transactional conversation into a trusted relationship.
Building trust with customers
- Be genuine and lead with authenticity.
- Prepare thoroughly before every customer meeting.
- Be honest when you don’t know an answer, then follow up quickly.