CONCEPTS SUCH AS "customer service," "consumerism" and "being customer-focused" are hoisted on flagpoles and waved in the face of business owners on almost a daily basis. What effect do these business "imperatives" really have on your day-to-day operations? It's unclear.

So forget the business babble. Just listen to your customers, figure out what they want-and then give it to them.

To start you thinking about what you can do to make your customers happier, you'll find on the following pages four profiles of patients who have had experiences, both good and bad, with the home medical equipment industry.

For your consideration, the package also includes a series of facts and stats about current and potential HME customers. May they help you focus on the customer, offer better service and meet the demands of modern consumerism.