The Employee: Todd Ashley

Location: Hot Springs

The Fans: Bill Hall Printers

 

In a supply chain shortage, every bottle of toner, every copier part, and even every envelope is precious.

Bill Hall Printers was aware of a window envelope shortage. So when this customer’s envelopes began melting in their new Canon printer, it was a matter of no more envelopes left behind. Enter Todd Ashley. Todd spent several hours working directly in front of the customer to create a solution that was anything but a standard fix.

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The Fan's Need

When the customer put #10 envelopes into their DX series device, it would wrinkle them up and melt the windows badly. When they tried in the “Heavy 2 setting” it would run through without wrinkling but still melt the windows.

“He placed a service call and when I arrived, the first thing I noticed was that they were not using the envelope setting. You have to tell the machine the correct media you were using,” Todd said.

The Team’s Approach

When Todd first meets a customer, it’s “Hi Mr. Jones,” or “Hi Mr. Hall, I’m Todd, a lead tech for Datamax.” Once the initial greeting, however, it gravitates to visiting, telling stories, and ultimately building rapport.

“Before long, it’s ‘how are those grandbabies doing?’” Todd said.

All that is to say, Todd establishes trust and camaraderie with his demeanor, and Raving Results through his expertise.

The camaraderie: Todd has a running joke with Bill Hall on who’s “bringing the donuts?”

“All the time, he’s telling me, you need to borrow Lee Wheelington’s credit card so you can buy us some donuts. It’s a great running joke we have between us,” Todd said.

The expertise: Onsite at Bill Hall, after running several tests and looking at manuals, he went into service mode. There, he found the fuser settings for using envelopes to change the speed of the fuser (IE cool it down or heat it up). In doing so, he developed a custom solution for these jobs. No more melting envelopes.

In short, Todd went deep in editing the variables one by one until the envelopes could be run through the machine without being destroyed.
Bill was so thrilled with the time Todd spent with him, he shared the story with Connectivity Specialist Daniel Williams on the next Datamax visit.

What Made Them a Raving Fan?

“I’m understanding with clients like Bill. It's about demonstrating what I’m doing with the machine, and ‘selling myself’ to the customer in every interaction,” Todd said. “If the customer is not technical, it’s about explaining things in Layman’s terms so they fully understand. I think customers appreciate that."