The Employee: Beate Hall

Location: Little Rock

The Fans: Cross Roads Freewill Baptist Church

 

When Technician Beate Hall arrives at customer sites, she owns one unique quality that’s an immediate conversation starter: her German accent.

“People seem to love it. I get comments all the time. When I talk to customers about it, I hear all kinds of interesting things about people’s ancestors coming from Germany. I enjoy it."

There’s another quality of Beate’s that’s universal — or at least universally appreciated. And that’s empathy. Beate is in this business to help people, to get them back to work ASAP, and to leave with them a Datamax experience worth raving about.

That was certainly the case with Cross Roads Freewill Baptist Church in Vilonia, Ark.

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The Fan's Need

The call came in about a streaking line left when scanning on single-sided copies. Thinking that it might be a dirty scan glass, Beate reached out to see if the customer could clean it and fix the problem immediately. However, that didn’t do the trick.

“I have specialty cleaner for that. I went over to the machine and cleaned that, cleaned the transport rollers, the normal routine things we would do on a call like that. It was nothing special,” Beate says.

The Team’s Approach

But there was something special — and it involved much more than cleaning glass.

First, Beate received the call at the end of the day. Rather than hold off until the following morning, she drove out to Jacksonville to demonstrate a quick response.

Secondly, she was “professional and courteous.”

"Tech (Beate) was great!! Explained what she was doing and had the machine serviced in no time at all!!,” the customer said in a post-ticket survey. “Beate is a great asset to Datamax. Very professional and courteous!”

This kind of rapport just comes naturally for Beate.

“In general, I like to help people. They notice that I’m empathetic with their problems. All they want is the machine to work so they can do their job. If you can’t do your job, you don’t feel fulfilled. Hey, I’ve been there before."

What Made Them a Raving Fan?

“I think it was a combination of things. She didn’t expect us to arrive that fast. She didn’t expect me, perhaps, to be that nice. Getting praise from her is actually very nice to hear… Customers don’t want to be ignored. They want to be taken seriously. They want to be appreciated like anyone else. I’m glad the job I did was appreciated.”