The Employee: Sandra Roeling

Location: Dallas/Fort Worth

 

Who doesn’t like hand-delivered?

Whether it’s supper or it’s a hand-written Thank You Card, having something hand-delivered just adds a personal touch that seems more and more scarce these days. When Jon Stone hand-delivered a toner to a client unexpectedly, it earned a Raving response. But Sandra Roeling was the maestro behind the scenes who helped make it all happen.

The Organization's Need.

Sandra receives and processes toner orders in a variety of ways. Via email, FM Audit, and phone calls; submissions through the Datamax website. Technician or sales team requests. It’s her job to process these and get customers back fully stocked as quickly as possible.

This particular customer had called in and said they’d looked all around but were missing a yellow toner. The organization was reporting through FM audit but for whatever reason, failed to send a notification to Sandra.

"Some people are calling in and are screaming and going crazy, but she was very nice and polite asking for toner as soon as possible because they were down,” Sandra recalls.

The Team's Approach.

What did Sandra do? She went to Service Manager Shawn Hay and explained the situation. This organization is down, she’s not up in arms or anything, but it’s our bad.

"I asked him if we had anyone going out to the Dallas area, and Shawn said that someone was coming back in for parts and then headed that way.” Perfect.

She tried to call the customer back and received her voicemail, so she followed up with an email to update the client.

“So Jon shows up with the toner and she was overjoyed,” Sandra said.

All in all, the customer called in around 8:30 a.m., and a little after lunch she was back up and running. The toner she needed was hand-delivered. A personal touch made possible by Sandra's proactive nature.

What Made Them a Raving Fan?

Here’s the email that came a day or two later:

Wow! Someone from Datamax hand-delivered a yellow toner replacement to our door yesterday after I called to order.  I just have to say that this was the BEST Customer Service I've experienced in months - maybe all year. Thank you so much and Happy Holidays.