Creating Raving Fans
The Employees: John Granger
Location: Dallas/Fort Worth
The Fans: Doss Heritage and Culture Center
Informing the customer in every way possible. It’s so important to Dallas/Fort Worth technician John Granger. It keeps the customer comfortable. It builds rapport. And it gives the customer more confidence moving forward.
The Doss Heritage and Culture Center in Weatherford was having a scanning issue recently, affecting their billing processes and putting them in an untimely bind. When John came on site, he didn’t just resolve the issue. He explained his work and educated the customer. Along the way, he gained a Raving Fan.
The Fan's Need
“Any of the documents scanned through the document feeder came out at an angle, misaligned,” John said. “It was very important for them to have these legal documents in alignment for quality purposes. They needed to look professional.”
The Team’s Approach
After looking at the device through Canon SnapShot before arrival, John looked over the machine. He discovered the rollers were dirty and the guides were open on them.
“I lubricated the gears on the document feeder, went and tested it, and had my contact there test the machine. After that, I walked her through everything that I had done.”
He showed her how to set the guides. Then, he explained the difference between various printing and scanning issues – the different scan glass locations, when she might be able to clean the glass and resolve the problem, or if/when it might be related to the drums or other mechanical issues.
“That way she knows the proper methods, and how to possibly prevent other issues in the future,” John said.
What Made Them a Raving Fan?
John is quick to credit his team.
“They have a lot of production equipment out there. They’re happy with their service already. It’s our team ethic and their communication with customers. We have a really good team up here,” John said.
The customer was more specific in her recent survey response:
