For nearly four decades, James Mills has owned and operated Healthgear Medical and Safety Inc, a company that has become a cornerstone of Sault Ste. Marie’s medical supply industry.
Since opening in 1992, the family-run operation has grown into a trusted provider of medical supplies to hospitals, nursing homes, group homes and individual customers throughout Northern Ontario.
The company has made a name for itself sourcing out high-quality medical supplies and equipment, bracing solutions, health supports, first aid, incontinence and ostomy products, pre- and post-surgical supplies as well as pain control devices.
Now, as he approaches his 37th year in business, Mills reflects on the lessons he has learned throughout his career— those of persistence, adaptability, and service to the community.
“When we opened the company we fitted braces, measured for compression hose, counselled patients on ostomy supplies and incontinence brands, filled orders for nursing homes, hospitals and group homes,” Mills said. “After 5 pm deliveries were made to customers… sometimes til 7-8 at night.”
“It’s hard work, but we just put it into autopilot and did it.” he said. “That’s how you grow a business. You just don’t give up.”
Mills certainly didn’t give up when larger, national competitors started setting up shop in the Soo. Mills maintained his belief that the customer comes first, and that they will likely appreciate the personal touch you can provide.
“You get more with honey than you get with vinegar,” Mills says. “And when it comes to dealing with supply companies, it’s also very true.”
“You have to make strong bonds and strong affiliations with your suppliers,” Mills says. “If not, you're gonna have a tough go of it, and if you can't get those products for your customers, they're gonna shop somewhere else.”
“So it only makes sense that you try and be as nice as possible.”
Mills’ persistence and willingness to overcome obstacles has been evident since he was a child. Born with spina bifida – a condition that occurs when the spine and spinal cord don't form properly – Mills never let the condition set limits on his potential.
Instead, he’s channelled his energy into hard work and problem-solving. Despite the condition, Mills became involved with competitive swimming and weightlifting, winning nine medals across his career, including gold medals for freestyle and Australian front crawl.
He credits his family with driving home the value of keeping a never-say-die attitude in his childhood.
“My parents always told me – ‘Okay, if you can’t skate, then you can be the goalie. You want to play baseball? Maybe you can’t be the pitcher, but you’re going to be the catcher.”
“There was never any excuse allowed for me not trying something,” he said.
Even these days, Mills remains remarkably active, playing golf when he can, hunting and fishing during the season, and continuing to practice weight lifting.
As for the ingredients to Healthgear Medical’s longevity and success, Mills says it’s all about attention to detail.
“I think we have been successful because we can find products that other vendors couldn't find, or maybe we just dug a little deeper,” he says. “We scratched the surface a little bit more.”
It also helps that Mills sees in each customer a member of the community – families, people, neighbours, each experiencing their own challenges in life.
“You develop relationships with these people because you're providing a service that they need on a regular basis,” Mills says. “You see the successes, and you see things change for them, sometimes for the not-so-good.”
So it’s especially tough for him, Mills says, meeting a child for the first time knowing they are going to need special medical services and gear for the rest of their lives.
“You encourage them, you tell them ‘better days are ahead,’ and not to give up.”
“And sometimes, like when someone beats cancer, you rejoice when they rejoice.”
That persistence and optimism is a quality he’d like to see younger generations – budding entrepreneurs, suppliers and workers – adopt.
“They have to have the same fortitude, the same mentality that my parents instilled in me,” he says. “There's always a way to reach your goals and make your customers happy.”
Even when you’re thrown an obstacle – like COVID-19 – the key to his success has been finding a way to plough ahead.
“If your customers aren’t happy, what do you have to do to make them happy? You go around, you go over, you go through whatever the challenge is. You learn, you find a way to make it happen.”
“That’s a philosophy I live by: you don’t accept defeat.”
He also says that a keen focus on entrepreneurship – figuring out a way to make a business work smoother, more efficiently – is something his father imparted upon the family.
“My dad always told me, ‘You're never going to get rich working for somebody else, and if you're going to spend time working on a project, make it a big project,’” Mills says.
“The risks are greater with a big project, but so are the rewards.”
“I don't think I would have ever gone into this field that I chose without that background, or without that upbringing.”
His commitment to the community extends to his employees as well. Mills says he takes pride in fostering an inclusive workplace, hiring individuals with disabilities and ensuring that his team feels like “a close-knit family.”
“My dad always told me, "It's not how smart you are, it's how smart the people you surround yourself with are,” he says. “Surround yourself with smart people, and they will help you grow. And you know, a lot of these people I work with have always been an inspiration for me.”
Looking ahead, Mills hopes the company will continue beyond his tenure as manager. While eventually he hopes to transition into a consulting role, he envisions Healthgear Medical thriving under the leadership of his staff and family.
“I have my brother, my son and my wife all working in the company now. It’s truly a family affair,” he said.
“We provide a service that not everyone else can, and as long as we stay on top of things, we can continue to help people in Northern Ontario for years to come.”