The Employee: Vladimir Psenicka

Location: Dallas/Fort Worth

The Fans: Written Deposition Services

 

Vladimir Psenicka can’t stress enough the importance of listening closely to the customer, and compiling all the information you can from them. At no time was this more imperative than Written Deposition services recently.

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The Fan's Need

It was a unique issue from the start.

Their Canon DX 8700 series machine was producing a black digital line on top of the page any time a user scanned or emailed to a folder in color. Copiers came out perfect – only when they scanned. For a document retrieval service serving litigation record needs, this was a crucial error that needed to be fixed as soon as possible.

The Team’s Approach

After running through his routine steps for diagnosing the issue, Vladimir ordered three parts - a reader controller, ribbon cables, and a scanner unit to hopefully then fix the problem.

It did not. Vladimir then contacted Canon support, and spoke with a technician there for more than three hours, to no avail. It was a Friday and the office was about to close, so Vladimir assured them that he would be back Monday morning at 8 a.m. to resolve the issue.

“It drove me crazy all weekend!” he exclaims. “I spent time going through service manuals; it just didn’t make any sense to me. I always make sure that I go to the customer when I show up, and get the most amount of information that I can before I start with anything. That’s very important.”

Vladimir was back at 8 a.m. the next Monday. It was only then that, in passing, an operator mentioned that the issue happened shortly after another technician had visited their office. A lightbulb went off.

“That was it! I knew then what was probably going on,” Vladimir said. “I went into service mode at this point, and went through all the settings and noticed that one was off. THAT is what was causing the issue.”

Case in point — get ALL the information you can from a user, at all times.

What Made Them a Raving Fan?

“It’s unacceptable to leave the job unfinished. I’ve known this customer for a long time, and there’s a lot of trust between them and myself,” he says.

In the post-ticket survey, in their 10 out of 10 scoring, the customer had this to say:

“He stayed all day until the job was done. I thought I was going to have to buy him dinner. :) KUDDOS!!!!”