Northeast Hearing Solutions was founded in 2006 on two principles, and they have not changed since.
Follow the Golden Rule. Always try to do the right thing.
That is the whole of it. It is not a slogan the practice arrived at later, and it is not on the wall in a frame. It is how Nevin decided to run the place before there was a place to run.
The trouble with a statement like that is that anyone can make it. So here is what it actually looks like.
Everyone who walks in is somebody's family
Hearing loss is personal, and care only really begins once that is acknowledged. The person in the chair is somebody's grandmother or grandfather, somebody's aunt or uncle, and they get treated the way you would want your own family treated. Not as an appointment slot. Not as a sale.
That is not a customer-service philosophy borrowed from somewhere. It is the reason this practice exists in the shape it does.
Unhurried, and one-on-one
A first appointment is a full 90 minutes, and you spend it with Nevin himself, start to finish.
Most of that is conversation. Where is the day hardest. Which voices do you lose. What have you already quietly stopped doing because it got tiring. Two people can have almost identical test results and need completely different things, and the only way to find that out is to ask and then listen properly.
The listening comes before the recommending. It takes as long as it takes.
The same person, every visit
This is a two-person practice. The person who tests your hearing is the person who fits your hearing aids and the person who adjusts them a year later.
You will not be handed between staff, shuffled between offices, or asked to explain your history again to somebody new. When you call, Marissa picks up, and after a visit or two she will know your voice.
We will tell you when the answer is no
Some people arrive braced for a sales pitch and leave with wax removed and instructions to come back in a year. That happens often enough to be worth saying out loud.
Your hearing test is free, which means there is no cost to finding out that nothing is wrong. If your hearing is fine, we will tell you so, and you will be on your way with our blessing.
Nobody here works on commission
No one at this practice is paid more for putting you in a more expensive device. That single fact changes what a recommendation means.
It is why Nevin asks about your life before he mentions a model number, and why the answer sometimes turns out to be a wax removal appointment rather than a fitting.
Thirty days to disagree with us
Every new fitting includes a 30-day trial. A hearing aid that performs beautifully in a quiet test room is not the same thing as one that works at a holiday table with eleven people talking at once. You judge them where you actually live, and we adjust until they are right.
We look after things we did not sell
If you bought hearing aids somewhere else and they have stopped working, bring them in. We service most major manufacturers, whoever sold them, and we will tell you what anything costs before we touch it.
Cleanings and wax guards are walk-in on open days, no appointment needed. For patients fitted here, that routine care is simply part of being our patient.
Helping someone who bought elsewhere is not a marketing strategy. It is just the rule, applied when there is nothing in it for us.
And if you need someone we are not
Occasionally something comes up in an appointment that needs a different kind of specialist. When that happens we say so plainly, help you work out who to see, and make sure you are not left to navigate it alone.
Sending someone elsewhere is not the profitable choice. It is simply the right one, and it is what we would want for our own family.
Locally owned, which is what makes it possible
There is no head office setting targets here. No regional manager with a quarterly number, no corporate parent deciding which manufacturer gets promoted this season. Nevin and Denise own the practice.
That is why the right answer for you and the right answer for the business can be the same answer.
Family-owned since 2006, and voted best hearing aid specialist in the area nine years running by the people who live here.
One more thing
Ask Nevin about the woman who had been living with untreated hearing loss for nearly forty years, and what the room sounded like on the day she heard properly again. He still brings it up.
That is the part of the job that keeps the rule worth following.
Book a free hearing test and come and see for yourself. Bring someone with you if you can, it helps more than people expect.
More: meet Nevin · our team · what patients say · free hearing tests
Common questions
Will I feel rushed at my appointment?
No. A first appointment is a full 90 minutes, and it is one-on-one with Nevin from beginning to end. The listening comes before the recommending, because how your hearing affects your particular life is the part a test result cannot tell us.
Will I see the same person each time?
Yes. This is a two-person practice, so the person who tests your hearing is the person who fits your devices and the person who adjusts them a year later. You will not be handed between staff or between offices, and you will never have to re-explain your history to someone new.
Will you tell me if I don't need hearing aids?
Yes, and it happens regularly. Some people arrive braced for a sales pitch and leave with wax removed and instructions to come back in a year. The hearing test is free, so there is no cost to finding out that your hearing is fine.
Does anyone at Northeast Hearing Solutions work on commission?
No. Nobody here is paid more for recommending a more expensive device, which means the recommendation you get is based on your hearing and your life rather than on what needs shifting this month.
What if the hearing aids don't work out?
Every new fitting includes a 30-day trial. You judge them in your own kitchen, your own church, your own car, not in a quiet test room. If they are not right, we say so and we sort it out.