Inside Hi-Tech: A Conversation with Vice President Joy Smith

Human Intelligence Technology (Hi-Tech) Vice President Joy Smith, who is often regarded as the “First Lady of O&P,” sat down with us to reflect on the company’s beginnings, the evolution of orthotics and prosthetics, and the values that have guided the business for decades. At 84, and after 44 years in the industry, she still supports Hi-Tech through customer service and accounting.

Question. What year did you get started in orthotics and prosthetics, and why?

Answer. Jim Smith Sales began operations in November of 1982 in a small set of rooms under a shopping mall, approximately 900 square feet. Originally, Jim started the business as a sales representative only, but as he traveled around the Midwest, practitioners would often ask why he didn’t begin carrying supplies, assuring him they would support him if he did, so we set up shop. 

Q. Tell us about the first year of Jim Smith Sales vs. Hi-Tech.

A. The first year of Jim Smith Sales was focused on establishing a customer base. With Hi-Tech, the customer base was already established using the Jim Smith Sales customer list. However, the inventory was limited to a small number of products, as the goal was to operate more as a sales representative company.

Q. What were your responsibilities, and how did they grow over time?

A. In the beginning with Jim Smith Sales, my responsibilities were managing the inside operations, including inventory control, orders, invoicing, receipts, and, most importantly, customer service. Jim traveled extensively. 

Q. Looking back, how has O&P evolved since your early days in the industry?

A. In 1982, there were not many women involved in Orthotics and Prosthetics (O&P), and that has changed drastically over the years. There are now more women in sales and many more women practitioners. Of course, the quality of prosthetics and orthotics has evolved tremendously as well, moving from heavy prosthetics and bracing to more comfortable, lightweight products. The field is now much more tech-savvy, making fabrication and fit easier.

Q. How have you seen O&P products evolve over the years?

A. Our group was well known throughout the field as a hardworking team that truly knew their products. As a result, we were often the first to introduce and sell many new and innovative items in the industry.

When the first prosthetic liners were introduced, Jim and I took them directly into the field and were the only ones representing those early versions. We carried them in our inventory and sold many hundreds of them. At the time, they were revolutionary because they significantly increased the stability of securing a prosthetic device to the patient.

Over the years, we have handled many different liners and now, through Hi-Tech, represent the world’s first breathable liner, which helps eliminate sweat, which has been a real problem for amputees wearing liners.

We have now entered the digital printing era, and prosthetic and orthotic professionals are using these new technologies to make patients more comfortable. I believe this progress will continue to improve life for our amputee population, especially as AI enters the picture. It has always been about the end user, and that is what keeps me motivated to continue being part of this wonderful field.

Q. When you first started, Jim Smith Sales was one of only a few O&P distribution companies in the United States. What set you apart from the competition?

A. Jim Smith Sales was unique because we focused on carrying niche products, while our competitors often carried similar products from multiple manufacturers. That approach helped distinguish us in the marketplace. Hi-Tech continues to follow that same pattern today.

Q. How has the way you and Kyle Smith do business evolved since Hi-Tech first began?

A. When Hi-Tech first started, we carried a small inventory of products, and over time that inventory was reduced to just a couple of items. Today, Hi-Tech primarily consists of representative lines.

Kyle Smith is known for representing manufacturers of new products and introducing them to the field. He takes samples directly to practitioners so they can touch and feel the quality of what he is presenting. This approach has proven successful in bringing new products to the O&P community.

Q. Do you have any memorable stories from customers or trade shows that stand out to you?

A. As Jim traveled throughout his territory, he was repeatedly asked to carry more items, which we did, but we tried to stay focused on niche products. We didn’t want to compete with our suppliers, and by keeping our inventory more specialized, we were able to maintain better knowledge of the items we stocked.

We soon outgrew our space in the basement of the mall and built a 2,000-square-foot warehouse in Lenexa, Kansas. As we continued adding more products, we realized in 1995 that we needed even more space and began looking for another location to build. Finding the right area was time-consuming, as each one had its own rules and restrictions, which made the decision difficult.

Feeling frustrated one day, Jim said, “All right, let’s just move to the Lake of the Ozarks.” At the time, we had several employees, including our daughter, Christy, and our son, Kyle. Most everyone was excited and agreed they would like to make the move as well.

After many trips back and forth, we began building a 12,000-square-foot office and warehouse in Laurie, Missouri, which became the home of Jim Smith Sales for the next 10-plus years.

During that time, my focus remained on inside operations, but I became more involved in sales and was eventually given my own territory. Twice a year, I traveled through Kansas, Oklahoma, West Texas, Colorado, Wyoming, and Nebraska. I used to tease that I was given a territory with more cattle than people, but I made it work. I would be gone for about three weeks at a time and enjoyed every minute of it.

Back then, it wasn’t unusual to walk into a facility, present your products, and move on to the next stop. Mostly men were doing that type of selling in our field, so it could be a challenge as a woman, especially when meeting an owner for lunch and navigating who would pick up the tab. Many times, I would ask, “If Jim were here, would you pick up the tab?” I usually won my case.

There were also customers who would forget about us the minute we left their office. One facility in Colorado told me they had a lab ordering system that consisted of brass nails stuck through a board, with a note placed on each vendor’s nail. On my next trip, they still hadn’t ordered, so I stopped at a hardware store, bought the longest brass nail I could find, along with a small hammer, and presented them to the owner. Now they had a Jim Smith Sales nail to add to their board. 

Human Intelligence Technology (Hi-Tech) is a family-owned-and-operated manufacturers’ representative of leading prosthetic and orthotic products. If you’d like to learn more about the lines we represent, or if you’re a manufacturer interested in partnering with us, contact our team today!