The Employee: Chris Williams (Little Rock Office)

The Postion: Field Service Supervisor

As a four-year field service supervisor with Datamax, Chris Williams has a strong vision for Creating Raving Fans. What he sees in his team is, as he says, a reflection on him.

“Chris cares very much about his team’s performance, and very much for his people on a personal level,” Little Rock Service Manager Mark McKinney said.

Seeing Raving Fans

“Sales sells machines. Our job is to execute the service for the customer, and spend as little money as possible doing it," Chris says.

My philosophy with customers… You’ve got to talk to customers, and you’ve got to pay attention everything they say. But also listen for clues to what may be going on with the machine. Being a good listener, having a positive attitude and a confidence that ‘we’re going to make this right’ goes a long way in making them feel better about our organization."

Seeing His Team Succeed

"I’ve got a very good team of seven technicians right now. And these are seven different human beings. They vary in age and background. It’s my job to learn what their motivations are. You’ve got to know who your people are and relate it to what you want to do, but also why you want them to do it.

Sometimes, as a technician, you feel like you’re on an island. I want them to know that, hey, you’re not alone. Even if it’s not me directly, I’ll find a way to help them out, try to help them in any way you can..”

Seeing Positive Results

"Early last year, we were looking at parts costs, which were high. We looked at several strategies on how to make this better. As a result, my team contributed to a drop in parts cost: From 2017 to 2018 my team did .5 more GPD (gross calls per day). And used $10.58 per call less in parts.

We’ve also, as a service department, dropped our response time considerably. When we’re doing what we’re supposed to be doing – happy customers, better profits, and successful technicians – it’s a net win for everybody.”