Dec 05

M.E.P.S Builds Success with Knowledge, Hands-On Customer Service
by Julie Williamson

Since its inception some 15 years ago, Gallatin, TN-based M.E.P.S. Inc. has been committed to conducting business a bit differently. That means keeping unsurpassed customer service and attention to detail as its core mission and providing those in the market for reconditioned General Electric medical equipment parts and systems with the highest quality products available. Couple that with a knowledgeable, friendly and dedicated staff, and the fact that every product sold comes directly from M.E.P.S., and it becomes clear that the company isn’t content with merely following in the competition’s footsteps.

M.E.P.S.’ stand-out qualities are further underscored by president and owner Chris Hogan’s personal experience. With a career in the medical imaging industry that spans 24 years and encompasses staging, manufacturing and product design, as well field engineering, he has a keen understanding of customer needs and the wherewithal to offer hand-on, personal support.

“I felt that with my background and experience, both in building equipment and in serving as a field engineer, I could offer customers something valuable and unique – something that they couldn’t get from some other companies,” Hogan said.

Here he opens up about what, specifically, sets M.E.P.S. apart from the competition, the value of experience and why going the extra mile pays big dividends for the company and its loyal customers.

Q: How has your experience made you better equipped to run a successful medical imaging equipment company?

A: I have been on the other side, so I’m sympathetic to field engineers’ needs. I know that as a field engineer, the last think you want is to be six hours away from home trying to troubleshoot a problem, and then ordering a part, only to find that when you receive it it’s either dead upon arrival or the wrong part entirely. I understand their pressures, I know the ramifications involved when a piece of equipment is down, and I also know how vital it is to order a product that is not only the right one, but is also high quality. With M.E.P.S., you get a good, quality product and a knowledgeable staff who knows to ask the right questions to ensure that the customer gets what is needed the first time.

Q: M.E.P.S. has never been a company that sources equipment or parts. Why is this important to customers?

A: Again, if you’re going to serve your customers effectively, you have to know what you’re ordering and what you’re selling. A lot of people don’t understand that distinction and are relying on sourcing companies for their equipment and parts – some of which don’t really know about the product they’re selling. For us, it’s important that every product we sell is our own. We also offer only GE Medical System equipment and parts because we believe you can better serve your customers if you stick to what you know best.

Q: What else sets M.E.P.S. apart?

A: We have been an IAMERS member for years, which further underscores our commitment to providing quality products and services. Open communication and exemplary customer service are definitely our strong points. We can effectively help field engineers troubleshoot because we have the experience and a solid understanding of what’s involved. We know that the least amount of time a hospital is down, the better, which is why we strive to make sure that every product we sell is the right one for that customer. We understand that they’re the ones bearing the brunt of the pressure when something goes wrong. We have always been committed to going the extra mile to meet our customers’ needs.

Q: M.E.P.S. will be moving to an impressive new facility in Summer 2006. How will this further facilitate your commitment to quality and customer service?

A: Actually, we’re planning two facilities. The first building will be completed in Summer 2006 and the second building will essentially be a twin to the first building, and will allow for future expansion. Currently, we’re operating out of three different buildings. The new building, which will be 50,000 square feet, will be bringing everything under one roof. We will have the capability of staging 24 rooms, so that’s a big plus in itself. When we move into the new facility in the summer, we will be hiring more engineers and warehouse personnel, which will enhance customer service even more. We’ll also be ISO-certified under the latest standards, which will further underscore our longstanding commitment to quality.

Q: How else has M.E.P.S. evolved over the years? Any new modalities that customers can look for in the near future?

A: When we first started out, we were selling just systems. We’d buy a couple of rooms and we’d refurbish them and sell them. In the last six to seven years, though, we’ve started selling parts. It was a logical next step because whenever we sold a room, we’d also buy another one so we’d have the parts on hand. What we found, though, was that our equipment was such good quality, our customers’ warranty period would come and go and we would never really have to part out that other system. We started accumulating a lot of inventory and we started having people ask us if we’d be willing to sell certain parts. We realized in no time that the parts end of this business was a huge opportunity.

Once we move into our new facility, we’ll be expanding our reconditioned diagnostic imaging equipment offerings with the addition of CT and nuclear modalities. We’ll have the experience – and the space – to handle the growth.