Barry Burton’s wife tells him that he talks too much.

Maybe so, maybe not. But if that’s the case, his customers don’t seem to mind at all. After all, his ability to chat leverages his ability to problem solve, to better understand their issue, to educate, and to connect.  He made such an impact with a local bank president recently: So much so, that the client simply couldn’t wait for a customer survey to express his gleeful feedback.

The Organization's Need.

The president of the bank was trying to scan some brochures to send out – the resulting PDFS were less than desirable. So they called Datamax.

“These scans were either really fine print, light density, and just generally hard to read,” Barry said. “He wanted to print some of these out but also scan to email to people.”

Barry had an idea. He suggested that while the default setting for the machine was “compact PDF,” if it was a crisper look he was after than to simply change the setting to “regular “PDF.” While Barry cautioned that the file size would increase, the results would look more like the original.”

It worked perfectly. Not only the solution, but the interaction, the patience, and the explanation that goes into helping solve a client’s issue.

“I’m always engaged in conversation with customers, to try to understand their degree of knowledge of their machine, and what they’re ultimately trying to do,” Barry said. “Those chats can lead to additional training, helping them understand the machine, but also a greater appreciation for the machine’s capabilities.”

He’ll talk as long as they’ll listen. He’ll listen as long as they have something to say. He might even throw in a little humor along the way. It’s just how Barry Burton rolls. 

What made them a Raving Fan?

At the end of the service call, the president asked if he would receive a post-service survey to explain his satisfaction with Barry’s service. He asked for Barry’s name, and likely before he even returned to the office, an email was dropped into the inbox of senior account manager Dave Duke. It read:

Barry came out and got us all updated and taken care of.  I don’t know if I will get a formal survey on this visit, but I wanted to give positive comments about Barry and his service provided.  To put it simply, he was great and very patient and certainly knowledgeable.  Just wanted to pass along this to your team.  Very much appreciate this type of service.  Thanks again!