Building trust is the most critical challenge for healthcare technology companies entering new markets. In heva's early days in the Dominican Republic, we discovered that trust—not technology—determined whether our platform could succeed with healthcare providers who had been disappointed by previous software vendors.
This founder story explores how relationship-building, authentic engagement, and consistent value delivery became the foundation for heva's growth in cross-border healthcare, demonstrating that trust compounds through actions, not promises.
Why is trust so challenging for healthcare technology companies?
We launched heva in the Dominican Republic with no local network, no industry connections, and no established reputation. In this market, many healthcare providers had been burned by software companies who overpromised and underdelivered. Skepticism wasn't just common—it was the default assumption.
Healthcare is inherently personal and trust-based. Providers need to believe that technology partners will:
- Understand Their Challenges: Recognize the complexities of medical practice
- Deliver Reliable Solutions: Provide consistent, working technology
- Respect Their Time: Value busy schedules and clinical priorities
- Support Long-term Success: Commit beyond initial implementation
How did heva build trust in the Dominican Republic?
Instead of leading with sales pitches, we made listening and learning our priority. We met providers wherever and whenever they had time: at dawn, after gym sessions, or late in the evening. We bought them dinner, asked for honest input, and led every interaction with curious inquiry rather than sales pressure.
One small moment exemplifies our approach: During an early visit, we noticed a provider struggling with a broken Mac keyboard where the "@" key didn't work, making even basic emails difficult. On our next visit, we brought him a brand-new keyboard as a gift—no sales pitch, no expectation of reciprocity, just a gesture showing we were paying attention and cared about making his life easier.
We also spent time with support staff, listened to their challenges, and ensured they felt valued. We consistently asked for feedback, led with humility, and focused on delivering value before expecting anything in return.
