WEBVTT

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Town halls or small
meetings or when I visit a

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site, I generally am out
with customers in all

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those locations, or I talk
about customers in all

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those settings.

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You mentioned customer
obsession and customer

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focus. How do you embed
this customer focus in

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your day-to-day operations,
your discussions with

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your leadership team, et cetera?

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You cannot just snap
your fingers and create a

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customer-centric environment.
I am constantly out

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in the field talking with
customers, riding with

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sales reps, standing at
the booth at conventions,

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and interacting or going
to medical programs or

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dinners and other events.
So I see customers, if

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not every day, then every
week, and they all have

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my cell phone number and
can interact with me.

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So that sets an example.
It sets a tone at the

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top that cascades. I
actually have always done

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this. I say to my executive
leadership team, if

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you are not out in the
field at least one day a

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quarter, you are not
eligible for your bonus. The

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second thing I do is I
talk about customers all

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the time. So at town halls
or small meetings, or

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when I visit a site, I
generally either am out

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with customers in all
those locations or I talk

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about customers in all
those settings. Then the

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third thing I do is I
prioritize our frontline

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salespeople as the most
important people in the

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company because they are
the tip of the spear.

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When you go out and ask
a customer -- and we

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have done this --"What
is Bausch and Lomb to

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you?" they will generally,
first box, answer the

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name of their sales
representatives, not our

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products. The name of
our sales representative.

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Those colleagues are the
most important people at

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my company. I spend a
lot of time prioritizing

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them, talking about them,
and making sure they

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have the best resources
to do their job.

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I always say that I am overhead.
Most people in headquarters

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are overhead. Our job every day
we should wake up and

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say, "What have we done
to help support a sales

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rep, make that relationship
they have on our

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behalf more meaningful and stronger?"