The Employee: Jon Stone

Location: Dallas/Fort Worth

The Fans: DN Tanks

 

Jon Stone is always anxious to learn more.

Working as a Security Guard at a Texas A&M Commerce campus in Rockwall nearly a decade ago, the building director gave him access to some videos on networking. Jon didn’t just embrace those videos, he went on to earn a Networking Certification and began putting out job applications.

Eight years ago, he landed at Datamax. And while his job does entail some networking, it’s been a unique learning experience for him as he furthers his tenure as a Service Technician.

“I like learning things. Any chance to learn, I’ll take it,” Jon says. “Before I started Datamax, you couldn’t even get me to load paper in a copier, but I was interested in the challenge. As time went on, I enjoyed working on these things. I like solving problems, and I like fixing things. It really lined up well for me.”

As it turns out, Jon doesn’t just like learning — he enjoys teaching as well. The folks at DN Tanks are a great example.

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The Fan's Need

DN Tanks designs and builds circular, pre-stressed water tanks for municipalities. Their copier, like most organizations, serves as their workhorse for most routine business workflows. The customer was receiving a “needs paper” message, even though the copier was fully loaded with it. The issue was a miscommunication between what the driver is asking to print on and what the machine had in it.

The Team’s Approach

“Problems like that usually occur when there’s a variation in the paperweight that the driver is asking for and what the machine actually has in it,” Jon said. “When I arrived there, that problem had already been resolved. They were able to bypass it and get back to printing.”

Jon went ahead and cleaned the machine, noticed it needed a couple of parts (which he retrieved from his car), and installed them. And then, he offered a few pointers that made the difference between “satisfied customer” and “Raving Fan.”

“We talked about why those messages appear, what you can do if they do appear; how you can take a look at your document to make sure it is truly the size you are asking for; because there can be some slight variance. And also, how to check your driver to make sure it’s not selecting a different paper size or different weight than what you have in the machine.”

These kinds of conversations are very important to Jon.

“Educating your customers on things like that, things they can do to troubleshoot, it gives us more information and it gives them confidence with their equipment to let them handle some of those problems on their own. That cuts down on service calls AND downtime.”

Just as Jon knows from previous experience, copiers can be daunting. Education is key.

What Made Them a Raving Fan?

“I think having a friendly face and somebody who’s willing to educate and work with them on what is going on with their copier. It makes a big difference,” Jon says.

Big difference, indeed. Read these comments from the customer after he closed the ticket.

Jon was super friendly, I told him our issue and he was happy to take a look at it. Gave me some pointers just in case something would ever happen like that again. He went out to his truck to grab the stuff he needed and got me running in no time! Thank you Jon! : )