The Employee: Jeff Watson

Location: Dallas/Fort Worth

The Fans: Hills Church of Christ

Production print customers, by nature of their needs, are a unique breed.
Their print jobs are their livelihood in many ways. For the case of Hills Church of Christ in North Richland Hills, the bulletins they print every week on their Canon production unit are crucial components to their Sunday service, and their ministry.

With Datamax — and specifically, Jeff Watson — they’re getting taken care of far greater than with previous vendors. Their response to Jeff’s service more than speaks for their level of Raving fandom.

The Fan's Need

“They were getting an error code when the machine was coming out of sleep mode,” Jeff said. “They would restart the machine, and it would work fine, but when they would turn it off the error code would return.”

The Team’s Approach

It wasn’t an error code that Jeff could recreate onsite. But he didn’t shrug his shoulders - he got Canon involved. Since it wasn’t a same-day fix, he went to great lengths to keep the customer in the loop with his progress. After consulting with Canon, there were firmware upgrades and other measures to try and combat the issue.

Communication, and a commitment to fast-as-possible resolution, are key tenets to Jeff’s approach.

“It makes things a lot easier these days having tools like Canon SnapShot, so we can see the machine’s history before we even get there,” Jeff said. “If there’s something we can see on the front end, maybe it’s something they can resolve themselves.”

In the case of the recent error code, Jeff knew that they couldn’t. But communication would be an important asset.

“Being that there was some time, I wanted to make sure I checked back with her and keep her in the know of what I’m doing on my end,” Jeff said.

What Made Them a Raving Fan?

The customer’s own words say it better than we ever could:

“Jeff is like one of the staff here - in the best kind of ways. He is prompt, efficient and explains how things operate, what we can do to help and what he is doing in case the problem isn’t resolved 100%. He and Mark are always such a welcome sight and very pleasant and professional.”