Jan Lamers has been a Palko sales representative and sub-distributor for PEP products for 40 years. She has also worked in private label for Reliance, supporting hundreds of retailers and practitioners along the way. Her passion for people, relationships and education has been the heart of her career in the natural products industry. Lamers said she is especially grateful for Palko’s friendship and partnership, which have been integral to her journey. In this month’s Last Word, she reflects on her journey, lessons learned and what has stayed the course.
Question: When did you begin your career with Palko? What was your position at that time?
Answer: I began my career in 1985, when Jim Palko approached me about joining a new company that was just getting off the ground, selling Natural Balance products. My role was in sales, and it was a very exciting time. None of us knew just how much the industry would grow, or how it would evolve in the decades to come.
Question: Since your start in the natural channel, how has the industry evolved? What has stayed the course?
Answer: The industry has grown dramatically. In the beginning, there were far fewer brick-and-mortar health food stores. Now, we have much larger stores, an incredible expansion of product lines and a wealth of resources dedicated to training and educating both retailers and consumers. We’re also working with more practitioners than ever before—doctors, chiropractors and other professionals who see the value of natural products. And of course, internet sales have completely changed the way people access health solutions, increasing awareness of healthy living on a much larger scale.
What has always stayed consistent is the passion of the people who work in this industry. From the very beginning, there’s been a shared drive to educate customers and help them live healthier lives. That passion remains just as strong today as it was when I started.
Question: What is your experience working with retailers?
Answer: I can honestly say that some of the most valuable lessons I’ve learned have come directly from retailers. They bring such a depth of knowledge, because they are face-to-face with customers every single day. Their entire focus is on serving their communities and doing everything they can to make a difference in people’s health. Working alongside them has always been both rewarding and humbling.
Question: How has technology changed your work in the industry?
Answer: When I first started, we didn’t have computers, cell phones or even the internet. Inventory had to be done manually. Orders were handwritten over the phone, packed from our homes, and then delivered by hand to the UPS store for shipping. It was a very different world!
Over the years, technology has transformed every part of this business. Ordering, inventory, communication, training—it’s all more efficient now. These tools have opened new opportunities for growth and better time management. Technology also brings its own set of challenges. It’s easy to get caught up in systems and processes, but at the end of the day, it’s still about people and relationships.
Question: You are known for your excellent support of customers. What advice can you give to others working in this industry?
Answer: For the last 40 years, I’ve had the privilege of building friendships that go well beyond the professional side of things. This industry has introduced me to people who have become lifelong friends.
One of my favorite quotes comes from Simon Sinek, who said: “People don’t buy into what we do, they buy into why we do it.” My “why” has always been about the people. Relationships are the heart of this industry—without them, nothing else works.
The most important lesson I’ve learned is that it’s not about me—it’s about what the customers need. If you make their needs your top priority, you’ll always be moving in the right direction. So, my advice is twofold: First, focus on building strong relationships, and second, take the time to find your “why.” Once you do, let it guide your passion. That’s what sustains you through the challenges and keeps you moving forward.
Question: Any final thoughts?
Answer: Yes—just a heartfelt thank you. Thank you to this industry, to my colleagues, to the retailers, and to the customers. Thank you for allowing me to be part of your journey for 40 years. It’s been an incredible privilege, and I’m grateful for every moment. I also want to extend my deepest gratitude to Palko—for their friendship, support and working partnership throughout the years. None of this would have been possible without that foundation.
