Why would someone choose to keep Datamax service? (Answer for that below).

Also, how could something as simple as a fixed paper jam create such an impact? Well… that takes time. Five-ish years or so, in fact.

In his seven years at Datamax, Tim Williams has exuded a passion and a propensity for technology expertise. In a previous gig, he worked with digital analog film projectors, sound equipment, and point-of-sale kiosks before becoming a manager of a financial institution. He missed technology, and the now production specialist and MFP-trained expert has returned to technology with the greatest of enthusiasm since he came here five years ago. 

He’s also gained a ton of rapport with clients – so much so, that one in particular has him on their speed dial. That client is American Airlines Inc.

The Organization's Need.

This time, it was nothing more than a jamming issue. But the emphasis here is not on the extent of the copier issue… it’s the extent of trust that Tim has gained.

The Team's Approach.

Tim doesn’t just know copier issues. He knows the people who need them to run.

“This individual at American Airlines reaches out to me directly if he has an issue. It’s as simple as he’ll text me, I’ll put a ticket in and I’ll get dispatched to that location,” Tim said. “You work with someone for a while, and you get to know them. You know about their family, concerts they attend, all the things that you would talk about in a friendship environment.”

On this day, Tim rebuilt their fixing assembly and was on his way. After the visit, the client left a glowing review of Tim’s work. The feedback wasn’t necessarily based on this one visit, but on the many that occurred over the past five years or so.

“I think he’s learned that if he reaches out I’m going to do whatever I can to help him out and get him up quickly,” Tim said. “This individual is in IT service, so he recognizes when he sees another technician bending over backward to help. He also knows that in service it does feel good to be recognized on a survey like this.”

What Made Them a Raving Fan?

We’ll just leave the survey response here:

I'm responsible for placing service calls and was asked by my management if we should keep the Datamax service. I said yes, because of Tim. Yall should give that man a raise, he's awesome. Always communicates, educates, and has great customer service skills. I've been a manager before - I'd hire Tim in a heartbeat.