The Employee: Curtis Whitlock & Jeremiah Davis

Location: Dallas/Fort Worth

The Customer: Greater St. James Baptist Church

 

The pastor and deacons were arriving to start their Wednesday night Bible study, as Jeremiah Davis continued to work on the copier in the room next door.

Armed with a special ability to troubleshoot – and an inability to give up - Jeremiah Davis, along with teammate Curtis Whitlock, delivered an above and beyond result that had a client literally raving.

“I tell everyone I know – if you’re needing a copier, just go to Datamax,” said Janett Allen, office manager at the church. “Jeremiah shows up early, and he stays late. He keeps going and going until he figures out the issue.”

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The Client's Need

Like most churches, printing issues are a huge deal at Great St. James Baptist Church.

Allen uses the Canon copier for many congregational communication documents, but most importantly, the Sunday morning worship bulletins. The client was wanting to be able to print wirelessly, which Jeremiah had come out to do.

But the printing issues were trickier than anticipated.

“We have a couple of technology guys here at the church, and they tried to set me up,” Allen says. “I told them, ‘I just need to call Datamax.’”

The Team's Approach

Department IDs were being used at the church, and there was confusion on what codes were being used to print both color and black and white.

Jeremiah began troubleshooting. Then, he consulted with teammate Curtis Whitlock to find the root of the problem. The two dug deeper, tried new things. Time crept on, from afternoon to evening.

“I felt really bad, because it was getting late. But Jeremiah just kept saying, ‘no big deal, I’ll miss the traffic,” Allen said. “He just never gives up.”

The issue ended up being a router not being connected to the right port.

But what stuck with the client was the persistence of the Datamax team.

“He also set me up with a Gmail account, so I could utilize scan to email,” Allen said. “He got me up and running!”

What Made Them a Raving Fan?

Shortly after the service call, Allen sent out a raving email to Service Manager Shawn Hay.

“I can't thank you and your Team - Jeremiah and Curtis enough for the time, patience and attention that you spent working on the copier at Greater St. James yesterday.

You and your Team are Amazing!!! You always go above and beyond on everything you do... every time...Your professional work ethics sets you and your Team apart and above any service team ever... There is no comparison.”

And a few weeks later?

“They got us up and running, and we’re #goingstrong, as the kids would say,” Allen said.