A Heart for Serving
Wilburn Medical USA is a place where faith, family, and a people-centric culture have led to success in the marketplace and in philanthropic endeavors.
Growing up, Emily Wilburn Andrews got a front row seat to how an entrepreneurial spirit can make a real impact. Her father, Rick Wilburn, started North Carolina-based Wilburn Medical USA 27 years ago with that in mind.
When Emily was 8 years old, she recalls being at the beach on summer vacation when her dad got a call from a customer. Rather than roll his eyes or put his phone on silent, Emily watched as her dad eagerly took the call and talked with the customer. When he hung up, he was smiling from ear to ear when he looked at Emily and said “Did you see that? I just got to help a customer!”
“It was always exciting to hear how the business was growing and the impact my dad was making,” she said.
Emily knew that as his only child, she could follow in Rick’s footsteps and join Wilburn Medical USA. In college though, her biggest desire was to grow her faith. After graduating, she worked in full-time Christian women’s ministry for four years but felt a calling in 2019 to join her dad at Wilburn. She believed transitioning into the business was God’s plan for her life, and the best place for her to make a difference in the community.
In an interview with Repertoire, Emily discussed the company’s mission, her career journey and work during the pandemic, how she has grown as a leader, and more.
Repertoire: Can you tell us about the origins of Wilburn Medical USA and its mission today?
Emily Wilburn Andrews: My father, Rick Wilburn, started Wilburn Medical USA in 1997. At the time, he was an all-star rep, selling mostly syringe pumps and specialty capital equipment. He worked for a great company, but he was essentially outselling his compensation plan, so he decided to start his own business.
He has an incredible entrepreneurial spirit. He started the company when I was young. It’s grown a lot, but his heart really has always been – and will always be – to exceed customer expectations. That’s his anthem. He wants to make sure that he is always exceeding the expectations of our customers.
My dad and I are both a part of a group called C12. The group’s aim is to learn how to grow our business for greater mission and purpose. For us as Christians, that means growing the business not for our glory and gain, but for those around us and ultimately for a greater good. The money doesn’t just go into our pockets, it goes into the community while showing God’s love to our customers, vendors, employees, and families.
In 2020, I purchased the majority of the company. We’re certified as a women-owned small business (WOSB), which means we’re a diverse supplier. Wilburn Medical was recently named No. 30 on the 50 fastest growing women-owned and led companies in North America.
We have access to the same supplies as the larger national distributors, but we don’t have the high overhead. We’re able to pass the savings on to our customers and serve as a one-stop shop.
Our specialty is point-of-care testing. Wilburn Medical provides point-of-care testing equipment and supplies to physicians, clinics, hospitals and wellness facilities. Through Covid-19 our business grew tremendously. We were able to distribute life-saving supplies across the country. During this time, I got a crash course on distribution, the value of the healthcare supply chain, and the challenges that can happen when it’s delayed, shut down or cut off.
Repertoire: What was it like coming into the business and getting up to speed on distribution?
Wilburn Andrews: I joined the company in 2019, and then in 2020 we were thrown into the middle of a pandemic. Being in healthcare distribution, it was all hands on deck. We’re a small team in North Carolina. It was insanity for us, but in a good way. We were getting to help a lot of people. So, that was really my entrance into healthcare distribution – high need, high demand, a lot of work, and grinding it out. Our team rocked it.
Repertoire: Who have you tried to model your leadership style after?
Wilburn Andrews: I would say my biggest influence is my faith. I want my faith to flow into my interactions with employees, customers, and the people in our industry. I want them to see that something is different, and I want them to experience that difference and know that it’s not of me. My number one leadership influence is my faith in Jesus. That shapes and models for me how to live. It’s not a life of self-centeredness, but a life focused on others and service. So, I’m learning service leadership, that no job is too low for anyone – especially me – and what it looks like to serve our customers.
My dad has modeled this for me. He is someone who cares deeply and is devoted to helping others. This past year, he raised over $100,000 for a domestic violence shelter in our area. He has modeled what it looks like to give back to the community and care about issues that we can use our contacts and our businesses to make a difference.
Repertoire: You are on HIDA’s board. What’s your experience been like working on industry issues?
Wilburn Andrews: Incredible. There are great people on the HIDA board. I’m a member of the Independent Distributors Leadership Council and a Supplier Diversity Council Member. I’m learning a lot and getting to collaborate with great people in the industry. It’s been amazing to see the impact that HIDA has on distribution.
Specifically with independent distributors, it’s incredible to see the ways small distributors work together. That has been inspiring to me personally because I know in the past, there’s been a culture of competition. While competition is healthy, we go so much further when we work together. HIDA creates a place where we can work together and be of more service to our customers and Country.
Repertoire: As an independent distributor, what are your biggest areas of concern?
Wilburn Andrews: Coming out of the pandemic, we’re looking at new normals. As a small business, a challenge we’re going to meet head on is learning about new technologies and how to incorporate those into our business to better serve our customers. Our goal at Wilburn Medical is to provide the right supplies and equipment quickly, and at the highest possible value. We are looking at technology and how to build out the infrastructure to be able to deliver quickly to our customers.
But at the same time, we have a people-centric culture at Wilburn. We care about people. We love people. For example, just this week we got a new customer who is in our area. We know the lady by name, and it’s our joy to put orders together for Danielle. That’s the difference in shopping with Wilburn over Amazon or over some of the big guys. We’re leading with who we are and being true to who we are. We care about people and want to offer them incredible service, and we do.
Repertoire: What are you hearing from customers as to their biggest pain points in today’s economy?
Wilburn Andrews: Medical providers should be healthcare heroes for their patients. To do that successfully, they need affordable, convenient medical equipment and supplies delivered straight to their door. Unfortunately, many are wasting critical time searching for available supplies at a price that won’t impact patient care, leaving them frustrated and overwhelmed. Our customers’ time is valuable. At Wilburn Medical, we understand that purchasing supplies can feel overwhelming. That’s why, since 1997, we’ve helped our customers get the supplies they need without the hassle.
Repertoire: Tell us about your experience in the Women Presidents Organization (WPO). How has your involvement helped you grow as a leader?
Wilburn Andrews: My membership has been tremendous. We meet once a month, and those ladies have truly added value to our business, and to me as a young leader. These women own incredibly successful businesses, and just being in a room with them and knowing that they have paved the way for me has been very helpful and encouraging.
Recently, I’ve had to have some hard conversations internally. During one of our WPO meetings I told the group about this, and one of the women leaders looked at me and said, “Emily, this is your job.” They then went on to help equip me to have those hard conversations, face adversity and persevere.
Repertoire: What’s in store for Wilburn Medical in 2024 and beyond?
Wilburn Andrews: In 2020, we grew times four, and then in 2021, we grew times five. Now we’re trying to figure out what the new normal looks like internally. We’re having some growing pains as anyone would, but it’s exciting.
We’re also navigating what it looks like for my father to hand things off slowly. He’s got this huge gift for sales, so I’m learning how to navigate the sales piece, but I am also running the team while leading the overall business.
We’ve hired a new VP of sales, Rick Rogers. We’re really excited about him helping us drive sales.
My heart for people leads me to focus on our business culture, who we are as a team, and how we work together. I’m working towards continuing to grow in that area of how to build and maintain a place where the culture is encouraging and where everyone enjoys what they do, and experiences God’s love in the process.