There they were, technician Stephen Davis and service supervisor Curtis Whitlock seated at a pair of client workstations, doing something that is far beyond their normal realm of duties. They were dialed in on a Microsoft Word Template.

It’s this kind of a la carte customer fix that puts Datamax service in a league of its own.  We've even got a raving email from the customer to prove it.

The Organization's Need.

The team at Komatsu needed to print some marketing data for a set of bound architectural presentations, something they’ve done for years. There was only two problems: One, they recently upgraded their copier and two, they recently upgraded their computer, meaning that the templates that they’d long depended on to get the project done were gone.

“These booklets had eight different tabs, marking different aspects of their presentation. They didn’t want a generic tab 1 or tab 2. In the past, all someone had to do was edit the text off the template and go to print. However, when the computers were upgraded, they lost that template (and the editable tabs) and couldn’t create the document they needed to,” Stephen said.

The Team's Approach.

Stephen was the first to visit the client, and pretty quickly surmised that this was not a copier issue. He told the client that it may be something that their internal IT may need to look at.

“I called Curtis and we talked about it and I asked him if he had set up those templates. He had but it had been years since he’d done so,” Stephen recalled. “But a few days later we were both close by so we told them we’d give it a shot to get those templates reestablished.”

Side by side, Curtis at one computer and Stephen at the other, they collaborated, troubleshot, and eventually recreated the five and eight-tab Word-based sets, so that the clients could once again print the marketing data by simply clicking on the tabs and edit the texts.

It was a repair that literally had nothing to do with the copier itself, but had everything to do with creating Raving Fans.

What Made Them a Raving Fan?

Below is the email sent from the client to Steve Kennemer a few days later:     
Mr. Kennemer,

I recently received exceptional customer service from Service Supervisor Mr. Curtis Whitlock and Mr. Steven Davis, which made a significant difference for our marketing team.

We urgently needed a solution to print marketing data from a previous printer setting. Mr. Whitlock and Mr. Davis swiftly assessed the situation and implemented effective solutions. Their unwavering attention and persistence in resolving our issue exceeded basic customer service. They ensured every aspect was thoroughly addressed, allowing us to print our marketing information cleanly and professionally. Their dedication achieved the "raving results" as advertised on your business card.

I can't thank Mr. Whitlock and Mr. Davis enough for their outstanding support and expertise. Their professionalism, knowledge, and commitment to excellence are truly commendable, and they have instilled confidence in our team's future success.