The Employees: Justin Harper, Michael Snow, Kelly Hunley, and David Olliff

Location: Tyler

The Fans: Centers for Kidney Care

 

Delivering service that is unprecedentedly great: That’s what Creating a Raving Fan truly means.

Simple phrases like “Just wanted to thank you again” or “I’ve just never received customer service like this” go a long way to frame what was a service success story for several members of the Datamax Tyler crew. And those are a few of the exact words from Ann Snow at Centers for Kidney Care in Tyler, from a voicemail she left with Service Manager Justin Harper.

Given the circumstances, this customer could have been down for a long time. But the team not only eliminated downtime – they wowed a customer and left a positive impression, one that will last even longer.

As the team sits down to talk about that day’s events, Kelly Hunley says it best right off the bat: “This is why we do what we do,” he says with a grin.

Check out the customer voicemail below!

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The Fan's Need

It started as a simple upgrade. Two new machines were installed at the Centers for Kidneys Care. But soon after installation, an hard drive error code appeared. Technician David Olliff was sent on-site to investigate the matter.

To make matters worse, it was an extremely busy time for the customer, meaning that every hour they were down put them in a precarious situation.

The Team’s Approach

David Called Canon support and explained that it was a brand new machine. Meanwhile, Connectivity Manager Kelly Hunley worked behind the scenes, helping out in a “data management” perspective.

Canon pinpointed the error using their troubleshooting flow chart and said that the problem area was the main controller.

“I called Justin, and he said let’s get them one,” David said. So they overnighted a controller, set to arrive by 10 a.m. the next morning.

Unfortunately, due to an apparent UPS error, the controller never came.

“I called her and said we could bring her a loaner machine (while they tracked down the controller), OR I could run to Dallas to get a board out of our office there.”

The customer was amazed at such an offer, but opted for the loaner. In less than an hour from that point, Michael Snow’s team had a loaner machine out to the Center, allowing them to get back to work. Meanwhile, the new controller showed up, Kelly preloaded the Data, and soon after the loaner was installed, their original equipment was back up and running.

“I think what impressed her was our quick response to her message. Also, she knew she had a complete team working for her. It wasn’t just one guy,” Michael said.

David reiterates that sentiment.

“That’s what I’ve learned with any customer; as long as they know you are doing everything you possibly can, they are willing to work with you. We worked together. Just as easily as it could have been a really bad situation, we made it work.”

Or, as Justin puts it, “this was a splendid display of what we’re supposed to do every single day.”

What Made Them a Raving Fan?

See above to listen to the voicemail left by the customer after the service was complete. Let it serve as a reminder of Kelly’s words, “This is why we do what we do” at Datamax.