Renee Desiderio

Account Development Manager  - Little Rock Office

When entertaining a potential new customer, the very best way to know what your next step of action will be, is to listen keenly. Asking very open ended questions, until you find the pain hidden behind the person and or within organization.

Once the pain is uncovered, you eagerly repeat that pain back to the customer with a Plan of Action or again, next step. While preparing the customer’s solution or quote, continue to be very dedicated to obtaining the correct solution for that customer. Verifying that your solution eliminates the pain that was uncovered. As well as, others offerings that allow the customer to be more productive and efficient. While presenting the solution to the customer, be very enthusiastic and passionate while delivering the solution.

Once the potential customer becomes a current customer, continue to provide service and support to them like you are still trying to gain their business. Being dedicated and devoted you will gain trust from your customer that leads to continued business.

 

Barb Noll

Sales Support - Little Rock Office

I call customers and check to see if they are or have had any issues with the equipment they have from us. If there is an issue I let the account rep know and if needed call our service department and turn in the complaint.

I then keep the customer on my call backs and check in the next day or two to see that we have resolved the current issue.

 

Laura Moseley

Greeter - Longview Office

My customers know they're going to get taken care of if they need help. I think that's a wonderful attitude to have.

Our motto is supposed to be to treat people the way you want to be treated, I've lived that way my whole life. That's the standard. If I want that standard, I'm going to give that standard.

 

Geoff Pierson

Business Process Consultant - Dallas/Fort Worth Office

Creating a fanatical experience in my role starts with telling a prospect why you want to meet with them, what are they going to get out of it. I typically tell my prospects that with the lowered Key Interest rates, our lease rates are lower than they have ever been.

I then let them know that I have been able to help countless companies navigate the current business climate by helping to reduce their current print costs. I explain the Datamax difference and hand them a copy of our e-book and tell them to ensure that whoever they choose, make sure they meet all of these standards.

I then put together a quote along with a well thought out summary of benefits to fix all of the issues they currently have. At the end of the process if I have done everything like I should have, they become a Raving Fan of Datamax and a “fanatical” story for the next prospect!

 

Ken Allison

Area Sales Manager - Little Rock Office

My role with the company is to ensure that every customer that partners with Datamax feels that “ Fanatical Experience” from our sales staff.

From first call to closing, each customer should feel the passion we have for being the best and delivering the best products and services available. Just being good is never good enough.

 

Chris Williams

Service Supervisor - Little Rock Office

The first step is LISTENING. This is crucial. It’s very important for people know they were heard, especially when they have an issue that frustrates them. Customers also rarely understand the equipment like we do because it’s not their job.

Our equipment is just something that helps facilitate their job. So their frustration stems from their workflow being slowed down or stopped completely. Listening allows a technician to know what the customer is trying to accomplish. When a technician knows that along with their knowledge of the equipment they will know if it’s a true problem with the machine or just a lack of knowledge from the customer on how to use the machine.

Then the technician can not only make sure the machine is in proper working order to do what the customer needs they can sometimes even show them a faster, easier way to get it done. This is best way we (in the Service Department) can create a “Fanatical” experience.

 

Robert Caldwell

Vice President of Marketing  - Tyler Office

One of previous marketing pieces at Datamax was, "We listen. We respond."

For your responses to hit the mark, you have to actively listen. Early on in my sales management career, in working with customers, I always took notes. My feeling is that, when you're in front of them, if you don't write down what they're saying, they don't know if you're listening. And if it's not written down, it's impossible to fathom that you'll remember everything that was said.

And then, my intention was to act on every one of those items, whether I had the answers right then or not. What customers are trying to do is release the ball, so they can get back to what they're doing. I always wanted them to feel like they can throw me any ball they wanted, and I would take it and act on it. By actively listening, it also frees you up to go deeper with related questions.