The Employee: Lamar Hampton (Tyler Office)

The Client: ETA Global

To get to know Lamar Hampton as a person, know this first: He was quick to volunteer his Saturday evening recently at the Tyler’s Cattle Barons’ Gala, where the team provided Wi-Fi as one component to its sponsorship. By him being on site, the event volunteers had a trusted IT source just steps away for the gala.

“Three hours is not that big of a deal for me - it’s important to me that people know we (at Datamax) are here, and we’re here to give back. Besides, I got to meet a lot of people that I wouldn’t have ever crossed paths with before. It was a lot of fun,” Lamar said.

Lamar is a people person. And the employees at ETA Global know this well. They love his dependability, his honesty and his quick response to whatever needs they may have. They love having him on the other end of the line during a service call.

What was the client's need?

“ETA Global was actually the first customer I dealt with when I joined the company,” “(ITManager) Kirk Molloy told me to go out there, and if I had any questions, just give him a call. When I met everyone, I was honest, told them I was just starting, but I was there to help however I could. The relationships just grew from there.

“I think they appreciated my honesty. Just starting, I didn’t know a whole lot at first. But I was up front with them. And they knew they could ask me any question, and they knew I could get an answer, no matter where or who it came from.”

How did we approach the challenge?

The biggest project thus far has been putting in a new server out at ETA Global. Now that the majority of their large IT-related issues have been resolved, it’s about staying on top of the day to day needs of this customer – from simple desktop-related fixes to working with ETA Global’s core software to ensure they’re running full speed ahead. And Lamar does this methodically.

“I like to start with my point of contact out there. I will get from a him a broad point of view of what the issue is. After that, I talk to the actual person who is having the issue, and we’ll go from there,” Lamar said. “For me, it’s not just about taking a ticket and remoting in, it’s about talking to them as individuals, see what they’re feeling and what they’re thinking at any particular point of time.”

What made them a Raving Fan?

He got to know employees at ETA Global on a personal level. There’s Dean, who has property in West Texas – he and Lamar keep up with the goings on at his ranch. There’s Teresa, who Lamar knows her granddaughter. And so on... relating on a personal level.

“Honesty is always the best policy – I don’t like to sugarcoat things,” Lamar says. Personal, easy going, relatable and always honest and up front – that’s Lamar’s style. And it's played a huge role in Creating Raving Fans. ^®