The Employee: Tim Williams

Location: Dallas/Fort Worth

The Fans: HOSA

 

For Tim Williams, repairing the issue is essential. Educating the customer on best practices moving forward? That’s a difference-maker.

Such was the case with HOSA, a Southlake, TX-based, student-led healthcare industry group whose mission is to promote career opportunities in the healthcare industry. The company prints A LOT, AND when they noticed streaks on their copies and prints recently (due to incorrect media), Tim not only resolved the issue. He helped them avoid future mistakes by finding the right label media, and general best practices, moving forward.

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The Organization's Need

HOSA does a lot of medical billing, insurance paperwork, and essentially prints out packets and packets of medical paperwork, mostly in color. They are also in the midst of their “high season” of printing. At first, they began noticing streaks at the bottom of pages when they scan. But the problem persisted, and the issue, it seemed, would be deeper than Tim originally thought.

The Team’s Approach

Although the customer was initially transferred to East Texas by mistake, the customer praised East Texas’ Darryl Moseley for being helpful and prompt in getting them to the right place.

“(When I received the ticket) I originally thought we were talking about scanning issues. Whenever I get service calls, I like to establish that communication; I was hoping to walk them through cleaning procedures on the glass, but once I was given more detail about what was happening, I knew I would need to go on site,” Tim said.

What Tim discovered through further questioning was the company was running Avery labels meant for a desktop printer through their imagePRESS c165, and in the meantime, the label were wrapping themselves around various parts of the machine internally. That included the exit guide for the fuser and the cleaning assembly, where the bulk of the issues existed.

“The machine couldn’t clean at all, so it was leaving toner all over their copies and prints,” Tim said. “After I got everything out, I dismantled the cleaning assembly, cleaned it, and put everything back together.”

Then, he went into education mode.

“I logged into the copier and showed them the correct weight requirement (for the labels) on this machine. I also shared with them proper storing procedures so the labels aren’t affected by humidity. It was eye-opening for him, but he took my instructions and just ran with it,” Tim recalls.

What Made Them a Raving Fan?

From the customer: Timothy was fast and efficient. He explained the problem we had and how to avoid it in the future. Very friendly and arrived within 1 hour of our call....very different than what we are used to! Thank you!

“I feel like right off the bat, I called the customer. I had never been there so I wanted to start with good communication. From the prompt response, taking care of the situation in a timely manner, and then talking them through the process and doing some routine maintenance. I don’t think they were used to that level of service with their previous vendor,” Tim said.