The Employee: Terrell Walls

Location: Southern Arkansas

The Fans: Ashley County Medical Center

 

We know how to Create Raving Fans. But how do we KNOW when we’ve created one?

Consider this scenario. When Arkansas remote technician Terrell Walls walked into the Ashley County Medical Center lobby for the first time after a brief departure from Datamax, the IT manager (and point of contact for Terrell for years) walked by, stopped what he was doing, and exclaimed, “man, I am SO glad you’re back!!”

“It was like the guy thought Santa Claus was back,” Terrell recalls.

THAT’S a Raving Fan.

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The Organization's Need

As a remote technician, Terrell covers much of the southern state of Arkansas, driving 150 to 200 miles a day from call to call. In that drive time, Terrell says he has plenty of time to mentally prep for the copier issue he’s about to be handed. “I’ll have the parts with me, I can go in and have a good idea of what I’m dealing with,” he says.

The copier issue at ACMC that day was a relatively simple one – a paper jam. An issue that had them down nonetheless, and one Terrell was ready to tackle. But for Terrell, it’s not just about resolution. It’s about relationships.

The Team’s Approach

Terrell knows a lot of the folks in the businesses he serves from outside of work. He’s very active with the youth in his hometown of Pine Bluff, where he’s coached youth football for 22 years. Among the “southern ways” he’s embraced over the years are developing relationships, as well as garnering trust.

“Trust is a big thing in the south. I feel like these people trust me, they know I’m going to get it right. I often feel like I’m the face of the company down here – and that’s a big deal to me.”

As for ACMC and their copier issue?

“Really, it was a simple fix. They run labels a lot. When the paper tried to go into tray one a label was stuck in there. I removed the label, and they were good to go,” he said.

But as he normally does, he spent some time with the IT team there, caught up a bit, and asked if there were any other issues he could look at while he was there.

“Putting on a friendly face and taking care of the customer,” he mentions.

What Made Them a Raving Fan?

The IT manager at ACMC had this to say in his post-service survey: “It is so great to have Terrell back as our service guy. He knows these machines in and out, and always takes such awesome care of us here at ACMC. Give him a raise!”

Terrell credits the Datamax Way of doing business.

“The professional image of Datamax takes them a long way (with customers),” Terrell said. “If it’s broke, we’re going to fix it. We’re going to make things happen.”

But then again, to Terrell’s credit, it’s not just about resolution. Certainly in Southern Arkansas, it’s about relationships too. And he knows how to create ‘em every day.