The Employee: Joshua Singleton (Dallas / Fort Worth Office)

The Client: Miller Weisbrod, LLP

Joshua Singleton simply wouldn’t take "no" for an answer.

His grit and determination, with the game on the line, ended up helping save a major account for the Dallas/Fort Worth office.

What Was the Client's Need?

Datamax completed the installation of six Canon copiers, only to learn that there were issues regarding the Generation 3 equipment, the client’s older version of Enterprise Management Console (EMC) and Package-Aware (PA) drivers needing to be installed.

Drivers needed to be installed at a total of 170 workstations. After the Datamax team consulted with Canon multiple times, the client was left with the task of having to download each of those drivers manually, at each computer one by one.

“The contact at the law firm simply said, 'that’s not going to work. Just bring me my old equipment back,'” Steve Kennemer, Director of Service for Datamax Texas, said.

How did the Team Approach the Challenge?

Joshua Singleton had just gotten back from technician school for a week. His first day back, the team shared with him the predicament. He spoke with Canon support, and he was also told that the drivers were going to be manually installed at each workstation, because the new EMC does not support PA drivers.

“Joshua came up to me toward the end of the day, and said, ‘give me some time, Steve. I’m not accepting that…. About three hours later (about 9:30 p.m.), he calls me and says, I think I’ve got it fixed,” Kennemer said.

Joshua remained at the Datamax office late into the night, refusing to take "no" for an answer.

In short, Joshua figured out a way to get the driver to push out to each client on its own, enabling the automated download of 170 print drivers. The next morning, Joshua and Kennemer tested his hypothesis and, within a few tries, knew they’d found a viable solution for their client.

What Made them a Raving Fan?

“I thought this was a perfect example of dedication, and Joshua not accepting ‘no’ as an answer.  Just doing whatever it takes to Create a Raving Fan,” Kennemer said. “I never said, ‘Josh figure this out.’ He just took it on himself and said ‘I can fix that.’”

The prevailing result? In a matter of a couple of days, Datamax went from potentially losing a deal to the client asking for email addresses to send positive testimonials to.