Ortho-Med Center puts quality and personal touch first

Wallace Harkness has been the president of companies and corporate divisions. He's worked coast-to-coast, from California to Pennsylvania. He knows business.
Ortho-Med Center touts a broad array of home health-care products and stresses quick, free, personal delivery. The company experiences double-digit annual revenue growth.
His latest adventure, though, is a little more … where the rubber hits the road.

Harkness bought Ortho-Med Center in 1997, tired of big business and looking for something new. New, indeed. From his days in the upper echelon of the mining, oil and energy industries, he dove into the world of compression stockings, ostomy supplies and incontinence care products. From Corporate America, Harkness became his own delivery boy.

"It's really a unique opportunity," Harkness said, a smile lifting his voice. "I do most of the deliveries myself. I've changed light bulbs for little old ladies. I've changed doorknobs during deliveries. It's really very rewarding."

The company, 2300 East Murray-Holladay Road in Salt Lake City, specializes in home health-care products: the above-mentioned, plus ambulatory aids (crutches, canes and walkers), wheelchairs, bath safety products, specialty pillows, bandages and other supplies.

The company isn't alone in the industry, the region or even this market, but Harkness believes Ortho-Med Center distinguishes itself by offering the broadest array of quality products, delivered quickly, in person and at no charge.

"We have a better offering on hand than you'll find anywhere in the state," Harkness said, particularly when it comes to ostomy products and compression stockings. Other items, supplies and products that are harder to find will be delivered faster with Ortho-Med Center, Harkness said, because the company reorders inventory on a daily basis, instead of weekly like some of its competitors.

And, because Harkness is behind the wheel, he said, "if they order something today and it comes in tomorrow, I deliver it tomorrow. If it's on the shelf, I deliver it that day."

Quality and service has engendered loyalty, said Harkness' son, Wallace "Ace" Harkness.

"With regard to the senior population, seeing the difficulties they face every day, and now with the high gasoline prices, this is just another benefit of Ortho-Med — he's committed to continue making deliveries at no cost to the customers," the younger Harkness said. Repeat business, according to "Ace" Harkness, is at about 90 percent.

Since 1997, the company has seen double-digit revenue growth, "Ace" Harkness said. The elder Harkness has made deliveries throughout the region, from Rock Springs to Boise, and east to Park City. Soon, because of a broadening Internet presence, Harkness may not be able to make deliveries personally. But the personal touch? That's a part of Ortho-Med Center's core, he said. That won't change.

"If you really saw the number of elderly people who have no children, or who have no means of transportation, and if you can contribute just a little, it's an amazing feeling," he said. "It's heart-wrenching. We try to help if we can.

"I'm not going to say that this business doesn't have its pitfalls, or its challenges, but at the end of the day I can know I've helped someone. And we'll jump through hoops to do it. If we can help, we'll do it."

The company is celebrating the official launch of its Web site, www.OrthoMed-Center.com, this month. That, the younger Harkness said, can serve to bring the company even closer to its customers.

"We're most interested in meeting people's needs," he said. "If there's something they can't find, we're only an e-mail away."