The Employee: Calvin Du

Location: Dallas/Fort Worth

The Fans: Hollman Inc.

Calvin Du is a bit surprised when he hears the raving survey comments from a customer at Hollman Inc. recently.

After all, it’s the first time he’s been out there.

But the element of surprise is a big part of what makes Calvin such a successful technician. Customers are impressed by his skillset, of course, but they’re often surprised by the comprehensiveness of his visit.

“I hate callbacks and incomplete calls,” Calvin says bluntly. “That’s why I go through every step necessary, because I do not want a call back. It makes me mad when it happens. I want to know why.”

The Fan's Need

Hollman Inc. is an industry leader in locker design and solutions, manufacturing more than 10 million lockers for high-profile organizations. But like any other business, a down copier means downtime for their workflow.

In this case, a broken drawer had them down and it would require parts.
As soon as Calvin received the ticket, he studied the situation via Canon Snapshot. He identified the part, pulled the right one from an old machine, cleaned it and was on his way to replace it.

The Team’s Approach

He replaced the drawer, of course. But then he:

• vacuumed everything inside and outside the feeder.
• color-calibrated the machine,
• replaced the rollers based on the volume,
• updated the firmware on 3 machines,
• and fixed the paper guide on a different machine.

“In meetings, (Steve Kennemer) talks a lot about quality over quantity. I try to do that little extra bit that the customer isn’t expecting, just to make sure they are happy with the service,” Calvin says.

What Made Them a Raving Fan?

The customer said this: “The technician went above and beyond. Not only did he repair the broken drawer, he also performed a firmware upgrade on 3 machines and vacuumed out the machine and wiped it down. When he was done it ran better and looked better than we he showed up!”

“Honestly, I think I surprised him by cleaning the machines and offering to do those extra things,” Calvin says.

No callback needed. And to boot, a great surprise for a Raving Fan.