The Employee: William Benson

Location: Little Rock

The Fans: North Little Rock Parks and Rec

Besides maybe the northwestern region of Arkansas, William Benson has been all over the Natural State repairing copiers. On a recent Monday and Tuesday, William traveled 250 miles each day. He says he goes where he’s needed – but whatever that is, he’s Creating Raving Fans.

And at every stop, every customer site, William lives by a simple three-step mindset: It’s making the machine happy, make the customer happy, and he’s a happy tech.

“First and foremost I focus on the machine and fix the problem first. After I talk to the customer, I like to make sure they’re not having any issues, and then it’s just going with the flow of the conversation at that point,” William says.

At a recent visit to the North Little Rock Parks and Recreation Department, he didn’t just make a customer happy. He left an indelibly positive impression.

The Fan's Need

The call came in about copies and scans being crooked. After investigating the issue ahead of time, William made sure he had some lattice (grid) paper to run out of service mode.

“The rollers were worn out, and when they scanned it was crooked, and when they copied it the pages were even worse – so it was crooked on crooked,” William says. “For me, it was a matter of cleaning the machine and replacing the rollers.

The Team’s Approach

William knows well that Raving Fans aren’t created just by replacing rollers.

“She asked another question about the machine, so giving her more of my time was important. I also sensed that she was having a long day, so we stood there and visited for another five to 10 minutes. A lot of times, when customers get a few minutes to visit with someone (outside of their own office), it leaves an impression. This time it did.”

In the post-service survey, the customer commented:

William Benson did a great job repairing our copier. He came within a few hours of our call, introduced himself, was so nice, and did everything we needed. He is a great face of your company!

What Made Them a Raving Fan?

Being a “great face” for Datamax means, at least for William, going back to that mindset. Happy (repaired) machine. Happy customer. Happy technician.