BD: Bruno, we understand there was an issue with a lab not receiving their product, and we've heard that you went above and beyond to ensure it was resolved. Could you share with us the steps you took to fix the problem?

Bruno: Before going into sales, I was a laboratory technologist, so I know when something goes wrong, and a customer runs out of necessary items. Delivering medical equipment on time is so crucial for lab efficiency, patient safety, and disease diagnosis. Any sort of delay can result in major setbacks, like delayed treatment and increased expenses.

This specific customer had a BD solution that relies on a barcode. Without these barcodes, there is no way match a patient’s ID with culture media that was used for their specimen. They were close to running out of the printer ribbon, which could have the potential to take down their automated operations. The most recent ordering estimate had shown about a two to three-week wait time, which could have significant impacts for the laboratory operations. It just so happened I lived in a city which had a lab with a module that used the same ribbon, and my wife had worked at this lab for 15 years! So, I called her old supervisor to see if they could borrow ribbons, and they let us borrow a four-week supply. The following morning, I delivered them to the customer. It worked out great!

BD: When you look back at resolving this for the customer, how did it make you feel?

Bruno: When I went to the customer in need, the staff were so happy! It felt incredible to see how grateful they
were. They were patting me on the back when I handed them their ribbon for their system. I was slightly embarrassed to see how happy they were because it wasn't a big deal to me. I only just happened to live in the city where I could easily borrow the consumables from.

Before	After

BD: Ben, it's been said that you have a talent for building ramps! We heard that you even built one for a customer as a special gesture. Can you tell us more about that and how did it happen?

Ben: We had a large lab automation implementation to perform at our customer site in Edmonton, and it was the delivery of ''capital'' equipment which is usually very heavy and extremely large. This is why the main challenge was getting the equipment actually into the lab. We looked at various options, such as buying ramps, but none of the solutions fit the bill. So, I decided to build a ramp myself, which had to be built in a specific way. I flew in before the implementation date, went into the customer site, and created a rough blueprint. After purchasing the materials, I built the ramp in the afternoon and finished just after midnight. A day or two later, we did the installation, and it worked out well. They never took it down! In fact, they are still using it.

BD: When people heard you were doing it yourself, what was their reaction?

Ben: Shortly after people found out, people joked around and asked me if I could build their decks on the weekend. I'm not the kind of person that likes the spotlight. I prefer my team to get the spotlight. They did a tremendous job within the time crunch BD was facing.

BD: Did you put your signature at the bottom of the ramp?

Ben: I thought, "That's a good idea," but then I thought, "Nope!"

BD: By going beyond what was expected of you in these two amazing stories, did you feel that you were doing what was right?

Ben: My mindset is that my job description is to do whatever it takes to make sure my team is supported.

Bruno: When you have one unhappy customer in a relatively small market like Canada, the news travels everywhere. You'll really feel the impact if people believe they won't be taken care of. People want to know you'll go above and beyond. Customers go with your solution if you build trust. They need you from day one and all the way through the product's lifecycle. So, it's an enormous amount of trust.

BD: Can you share a standout moment, or what is your favourite thing about working with BD besides doing interviews?

Ben: That's a tough one. I wouldn't say it's a singular moment. One thing that I've seen, learned and experienced working at BD is the sense of teamwork. When help is needed, people will rally around to support you or the customer. Whatever the need is, there's a team that will come around to rally and support.

Bruno: The thing that stands out the most is the people you work with, especially across roles. There's no ''that's not my job'' attitude with anyone. The relationship between service and sales and marketing can be strained at other companies. It's not like that at all with BD. There are no egos. BD-Canada has an unbelievable work environment. It's hard to describe but very impressive.