The Employee: Todd Ashley

Location: Hot Springs

The Customer: Smackover High School

If you didn’t know already, Todd Ashley is a drummer in a band, and has been for a long time. His roots are Rock ‘n’ Roll, but he’s open to playing any kind of music. Doing so works to his advantage.

“I’ve got a lot of musician friends that say they play one genre only. Well, I’m exercising my craft on stage every weekend, while they’re at home twiddling their thumbs,” Todd says.

At Datamax, Todd has a reputation for resolving any genre of customer issue. And inside customer offices, this service technician is a true rock star.

The Client's Need

At the high school, the office secretary had some network IT issues that were preventing her from being able to print.

“When I walked in, it was ‘oh my gosh, I’m so glad to see you – now I know we’re going to get it fixed,’" Todd said. “It makes your head swell, and you’re a little humble about it. I told her I would do everything I could, and I had her go over everything that was going on with their printing.

The Team's Approach

"It was an issue on their Kyocera color desktop printer. Their IT person found a Kyocera driver, which was a black and white driver. They couldn’t print color or anything like that. Plus, they had an issue where it was pulling the wrong IP ping. I worked my magic on the computer, got all that fixed, and then installed the print driver.

"The secretary then asked if I could take care of the Vice Principal, Principal and Counselor while I was there.

“Usually, it’s up to the IT person to do the rest. But I told her I’d go ahead and get that done so she didn’t have to wait any longer. They were tickled to death.”

“I always try to sell myself to the customer first before I work on anything. I break the ice, and people who know me know that I have never met a stranger. And usually, before you know it, by the end of the service call, it’s ’how’s your family’ and things like that."

What Made Them a Raving Fan?

"I wanted to make sure the school knew they were my #1 priority. I’m always after getting that particular issue resolved… even if I get backed up on calls, I always let them know, ‘you’re my #1 priority right now.’”