At Centella, relationships aren’t just a byproduct of great service—they’re at the heart of everything we do. Our customers trust us not only for reliable technology, but also because we show up, listen, and partner with them to ensure their systems run smoothly and patients receive the best possible care.
That commitment is why 9 out of 10 customers would recommend us—and why 100% rate us the same or better than our competitors.
We spoke with five Centella team members—Ali, John, Chris, Tiffany, and Mitch—to gather their insights on how they approach service and build lasting relationships, which has helped Centella maintain its position as one of the most trusted partners in our industry.
Tip #1: Every Interaction is an Opportunity
“If you show up, really listen, and focus on what the customer needs, it pays off.”
Allison Travis knows that understanding the customer is key in her work as an account executive. It’s not just about knowing the products—it’s about asking the right questions, communicating frequently, and ensuring the right experts are involved when needed.
“Even when things don’t go perfectly, each interaction is an opportunity to strengthen the relationship,” Allison says.
For her, consistent follow-through and thoughtful collaboration turn sales conversations into lasting trust and meaningful partnerships.
Tip #2: Lead with Honesty and Transparency
“Customers appreciate it when you tell it like it is—even if it’s not what they want to hear.”
John Ward, a fellow account executive, believes trust starts with clarity. Whether outlining solutions, explaining product fit, or coordinating the right resources, he makes transparency a central part of every customer interaction.
John notes, “I’ve seen that when you’re upfront and honest, even tough conversations can strengthen the bond with a customer.”
By truly understanding the customer’s needs and guiding them to the right solution, he ensures relationships are built on respect, reliability, and shared success—not just quick wins.
Tip #3: Earn your “Sweat Collateral”
“Persistence isn’t just about fixing machines—it’s about being present, committed, and part of the solution over time.”
Chris Oltman, Field Service Manager, has spent 25 years at Centella mastering the art of showing up and building trust. From late-night system updates to unexpected high-stakes issues, his persistence keeps projects moving and reassures customers when it matters most.
He calls his approach “sweat collateral”: going the extra mile—even on problems that aren’t technically his responsibility—to build long-term trust.
“When challenges come up, that trust lets you solve the problem together. It’s not about taking credit—it’s about being there consistently,” Chris says.
Guided by perspective and empathy, Chris finds solutions that work in the real world—not just on paper.
Tip #4: Always Put People First
“When you understand someone’s context, you can help in a way that actually works for them.”
In her role as a Customer Service Engineer, Tiffany Revels focuses on connecting with customers on a personal level and approaching every interaction with empathy. Whether walking someone step-by-step through a process or taking the time to explain procedures, she puts in extra effort to ensure clients feel supported and confident.
“Sometimes it’s the little things—listening, acknowledging frustration, celebrating small wins—that make the biggest difference,” Tiffany notes.
Her people-first approach ensures Centella’s relationships go beyond transactions, creating true partnerships grounded in trust.
Tip #5: Build Trust Through Consistency
“Trust is hard to earn and easy to lose. Being honest, even when it’s tough, is always worth it.”
Mitch Wood began his career at Centella as an intern in 1999, and over the past two decades, he has worked as a customer service engineer, supporting customers across Florida in MRI, CT, and X-ray services.
Over the years, Mitch has learned that personal touches—like courtesy visits or simple check-ins—build deep loyalty. One holiday season, a customer even sent him a PF Chang’s gift card in appreciation of his dedication.
“We have the flexibility to really focus on relationships. Management has our backs, handling tough conversations so we can keep trust intact with our clients.”
Because for Mitch, it’s not about being perfect, it’s about being there consistently, showing you care, and following through on your word.
The True Centella Difference
Hearing from our customers and team members alike, it’s clear that Centella’s relationships last because they’re built on honesty, empathy, and persistence. Customers know that behind every service call is a team committed not just to fixing machines but to protecting patient care and strengthening provider confidence.
Customers continue to choose Centella because of our reliability, expertise, and, most of all, our incredible team, who make up “the people behind the technology.”
Want to learn more about how Centella service can support your team? Connect with your local AE.
