Henry Schein Medical’s Lindi Mueller believes a supportive work environment can make all the difference for today’s field reps.
Lindi Mueller’s sales career began about 16 years ago in a different industry. While she loved building relationships and being tasked with a different job every day, she wasn’t very fulfilled in the role. She knew she wanted to stay in sales, but felt like she needed to represent a product or service that would be more beneficial to her customers.
So in 2019, she made the switch to the med/surg industry, starting as a physician account executive for a major commercial laboratory. Yet even in that time, her ultimate goal was to join the team at Henry Schein Medical once a position became available.
“I had a friend who worked for Henry Schein for a few years and could not say enough good things about the culture here,” she said. “So, I was lucky to be provided that opportunity in 2021 when I started my career as a field sales consultant.”
Mueller hasn’t been disappointed. “Everybody here is looking to build you up,” she said. Despite the size of the company, there is zero intimidation, she said. Whether it’s somebody from operations, a leader, or a fellow field sales consultant, Mueller believes every Team Schein Member is looking to help each other and make each other’s day run as smoothly as possible.
“Since I started here at Henry Schein, I always felt lucky to work in such a positive environment,” she said. “They make sure that our achievements are recognized. Since work is such a huge part of all our lives, it’s so important to be part of a culture where everyone feels like an asset, which is beneficial to everyone’s happiness. Also, a work-life balance here is taken very seriously, so it’s possible to be able to raise two kids while working.”
Post-pandemic
In today’s marketplace, reps must realize that what worked for customers pre-COVID-19 may just not work as well now. Each account has its own rules and expectations, and it’s important to listen to how they choose to operate. Because of busy schedules and time restraints, some non-acute and ASC accounts still prefer to meet virtually, “which is fine,” Mueller said. “I’ll take whatever 1-on-1 time I can get, even though I do feel like in-person is probably the most effective. But again, it just makes it easier to make those appointments with customers if they really don’t have that much time on their hands.”
Mueller said the most important thing is to put an emphasis on follow-up and follow-through in a timely manner. The requests that she gets are often time-sensitive, so she makes it a point to get a clear timeline and expectations from her customers. “Even though I would prefer to be able to give them the answer right away, I will still provide an update to let them know I’m working on it, and I did not forget that I need to get back to them with an answer.”
Accessibility is the name of the game. Customers want to know that they have an open channel with their reps when something comes up.
Mueller said the easiest way to navigate time management in her role is to consistently check emails when windows present themselves, especially when she’s not in the field. “You want to fit that in wherever possible, because when you’re in the field during the day, your emails build up, and the tasks build up. So, it’s important just to fit that in any time possible.”
In distribution, reps aren’t going to be able to approach each day with a concrete routine in mind. “You just never know which days more problems are going to come about or when there’s going to be big orders that your accounts need to place that they need assistance with, especially if it’s a big equipment order for a new office or exam room,” she said. “So, you really have to be flexible with your schedule.”
Everyday growth
Mueller said she is fortunate to work with a very tenured team and colleagues who have called on physician offices, independent delivery networks, and ambulatory surgery centers for over 30 years. “I consider myself very lucky to have such an experienced team who are always willing to help and answer questions,” she said. “It makes it so much easier to ask for advice and talk strategy. Chances are what I’m going through and experiencing or trying to figure out a solution to, they’ve already gone through this previously and can guide me on the best way to approach a situation.
Mueller said it’s important to be open to constructive criticism from leadership and teammates, and to push herself out of her comfort zone so that she can learn more lessons in sales and how to better call on accounts.
Mueller performs her best in an uplifting environment. Leaders who make her feel comfortable that she can ask any question and work with her to find a solution are imperative to her success. “As someone who is fairly new to Henry Schein, I believe that the leadership here has been an asset in accelerating my success.”
Collaboration with manufacturer reps has also helped in her development. Mueller has noticed that the more she reaches out to manufacturer reps, the more she learns, and the more opportunities are uncovered. “We have a lot of manufacturers, so I think it can get overwhelming at times, but being open to building those relationships and working with them has been essential to my success so far.”
For at least the next five years, Mueller wants to continue building her territory. From there, the possibilities are nearly endless. The exciting thing about distribution is that the growth is unlimited, she said. You have control over your success in your territory, and it’s fulfilling to see your hard work pay off. “Working towards a leadership position is not out of the question in the next five to 10 years, but for right now, I’m definitely focused on strengthening my product knowledge,” she said. “We have a huge portfolio, so I’m still learning something new every day, even two years in, I just want to continue growing my territory right now.”