As a client, you can feel infinitely confident that Clay Thomas has your back.
When a question or issue arises, his first instinct is to think, “How is this affecting the client’s day?” or “What can I do right now to keep their business moving?” He’s not simply checking boxes or clearing service calls - he’s looking through your lens.

There was this time that a discussion arose in Service Manager Chris Williams’ office about non-OEM parts.

“Zero complaints from him about how it affected what he did. All his concerns were from a customer point of view. Wanted to be sure that the customer was getting the best they could get,” Chris recalls.

There was another time Chris went out to help Clay on site with a problematic finisher.

“When I went to help him he eschewed a quick fix that would work but might be shaky long term to get a sure fire thing that took some extra time and effort. The best thing for the customer is the only choice,” Chris said.

The best thing for the customer is the only choice… it has a ring to it, doesn’t it?

Clay had a 'calling' to be here.

Frankly, Clay was fed up with where he was at. Misleading, dishonest management was permeating his job as a warehouse manager for a telecom company. The philosophy of the company worked against his own professional ideals. He knew he needed a change.

“It was a God thing. I knew a gentleman who was working at Datamax, and he knew I was unhappy where I was at. Anyway, this one particular day, I was really emotional and upset, I said a quick prayer,” Clay said. “Within 10 seconds of saying that prayer, I got a call from him. He said, ‘are you still interested in that job (at Datamax)?”

The joy of Creating Raving Fans is a shared experience.

Clays says his concern for the client “is built into me almost to a fault.”

“Any time I deal with a customer, I can feel the joy in them when I see that I did a good job,” Clay said. “By servicing them, it makes me feel good.”

What are some of the key components to his “rinse and repeat” formula on site?

• Make eye contact.
• Listen.
• Repeat back to make sure he understood correctly.
• Make the repair. Test it. Address each of the issues that came up.
• Explore any other issues that may be happening while you’re there.

“Often, when you’re telling the customer I fixed, this, this, and I found this issue, they’ll say “oh, thank you, I forgot about that!”

Clay's job helps support something bigger. 

If he’s being completely honest, he’s not unlike a lot of us. His relationship with the Lord and with his family comes first. That DOESN’T mean, he’s quick to report, that his role here is not a huge priority and a distinct source of pride.

“One reason I get so much joy out of this job is because it supports those other things. I’m able to come here, do the best job that I possibly can, and they support me in my role and in my life. It all works together.”