Anwar Mithavayani, President/CEO of Reliant Medical Services, a Florida-based seller of medical imaging equipment, is convinced that the three most important parts of his business are service, service, and service.

"Our job is to make sure our customers have exactly what they need exactly when they need it," says Mithavayani, whose company currently has 46 MRI systems under contract at medical facilities all over the world. "If we sell an MRI we take responsibility for everything," explains the ex-GE engineer, about his belief in the importance of personal accountability. "Whether it's de-installing, re-installing, getting parts or fixing a coil when one goes down at 10 pm, we prefer to do everything ourselves instead of farming things out-which is the best way to guarantee quality." Reliant Medical Services, which handles high-end equipment including a 3.0T MRI it will be installing in Florida this year, maintains a staff of 6 engineers, most of them ex-employees of GE. "They all have a minimum of 10 years' experience with high-end MRIs, some bring as much as 20 years' experience to every job we do."
When it comes to service Mithavayani doesn't just talk the talk. "If a customer's machine goes down at 8 pm all he has to do is call us. We'll have the part flown in by midnight, picked up by 4 a.m and installed by 7 the next morning. When you care about service, downtime is unacceptable. No problem is a small problem when it's your problem."

More Voices