The Employee: Quandre McCoy

Location: Dallas/Fort Worth

 

Ask Quandre McCoy about his reaction when he saw the generous feedback shared in a service survey recently, and he will admit to being genuinely surprised. He might even shrug his shoulders and claim he was just conducting business as usual.  His humble nature aside, soliciting positive feedback, being truly proactive, and putting the customer’s best interest at heart before, during, and after the service call?

It really is… you guessed it… business as usual. For the folks at GL Seaman office design company in Carrollton, TX, this was no exception.

The Organization's Need.

No two ways about it, GL Seaman was down. A hard error code meant they couldn’t print at all, so they put in a service ticket.

The Team's Approach.

Quandre did what he does on every call, with no exception. He looked up the equipment in Canon SnapShot to investigate the error code, and the history and began diagnosing immediately what the problem might be.
In doing so, he determined two possible parts could be causing the issue.

He also discovered that some additional parts needed to be replaced, so he grabbed those too. After that, he called the customer to offer his plan of action.

“I think as a technician, when a customer knows that we have the resources to diagnose an issue ahead of time, they feel better knowing we’re going to get out there and get them up in quick fashion,” Quandre said. “They’ve already had downtime. So once we arrive, if we’re prepared, we’ll minimize that downtime dramatically.”

The repair was relatively simple for Quandre. He tested the equipment, showed them what he’d done, and was on his way. But his due diligence didn’t go unnoticed.

What Made Them a Raving Fan?

“To be honest, I was shocked when I read that feedback,” Quandre said. “I was just doing my job, and I didn’t feel like it was over and beyond. But it did feel good to think, ‘Wow, I made an impression.’”

Here is the feedback shared by the customer:

“Quandre was absolutely great! He did his due diligence and checked stats on the copier before coming to our office. He noticed some additional parts that needed to be replaced. He called and gave us a heads up that he was going to pick up the needed parts before coming to our office so that he wouldn’t have to make two trips. He worked quickly and had us back up and running in no time at all. Great job!!”