The Employee: Jon Stone

Location: Dallas/Fort Worth

 

With two fellow production technicians out in Dallas/Fort Worth recently, Jon Stone has had to fill gaps. A lot of them. However, he has covered a lot of ground magnificently in recent weeks and even taken on standard copier calls when needed.

Suffice it to say, that Jon has stepped up when needed. That was certainly the case when he was called to service the Canon IRC7570I at the Gideon Foundation, a math and vocabulary tutoring center with an issue with their copier.

The Organization's Need.

A somewhat common issue arose that Jon was well versed on; black lines across the page. Right off the bat, he knew there could be a variety of causes: the cleaning blade on the black drum, an issue with the corona assemblies, or something wrong with the fuser. But based on his research before arrival, he had a good idea of what the root cause was. He even made sure he had the correct part with him.

The Team's Approach.

Two key elements here: Speed and clarity.

"I had a suspicion before I walked in that it could be the Intermediate Transfer Belt, because it was old and it likely was cleaning effectively,” Jon said.

Upon further inspection, his suspicions were confirmed and, since he had the part with him, he completed the fix and explained the situation to the client in a matter of minutes. In other words, he resolved the issue quickly, and then he clearly explained everything to the client… a move that was greatly appreciated.

Here’s what the client said in their post-service survey:

He quickly identified the source of the problem and replaced the part. His explanation of the root cause was clear and concise. Service was Quick and complete.”

How did Jon make this happen so fast?

“I think it’s just experience. I’ve been doing this for almost 10 years now. When you’re out in the field you learn what to expect with some quality issues. They generally follow patterns so sometimes, you can eyeball issues without digging too deep,” Jon said

What Made Them a Raving Fan?

“I think it was just the speed and the clarity; the quickness of the resolution and being able to explain to him what was going on and why he had the quality issues that he had,” Jon said.

Meanwhile, back at home, as he continued to fill in for absent technicians, Jon made a few additional raving fans.

“We have had several techs out on sick leave on the production team and Jon has stepped up and has done a great job, and still focusing on the customer service side of the job. When you get busy it is easy to forget that the customer is king,” VP of Service Steve Kennemer said.