Keith Lenore
Vice President, Operations (TX) - Dallas/Fort Worth Office
The Challenge: Really, the true impact of 2020 will hit us in 2021. My biggest challenge, as the VP of Operations for all Texas locations, is getting in front of the cost side of that impact. From freight costs, supply costs, labor costs, etc., I must take a deep dive into anything I can do to make sure we’re optimizing processes and getting the best “bang for our buck.”The Strategy: The strategy really starts with taking a look at a blank canvas and saying “how can we make this work?” How can we utilize resources for all branches with a more centralized approach? And how can we centralize those resources without sacrificing customer service? Improving efficiencies in every manner possible is essential in the coming year.
Amanda Fox
Account Manager - Little Rock Office
The Challenge: As an Outside Sales Representative (a.k.a. Account Manager), I think my biggest challenge that I will face in 2021 will be not being able to prospect out in the field like I have done before or even call on my current customers in the traditional manner. Most businesses are still very wary because of COVID so my biggest challenge will be finding a way to reach decision-makers without meeting them face to face through cold-calling or being able to physically drop off Datamax material.
The Strategy: My strategy for overcoming not being able to call on customers and prospects face to face will involve more creative avenues to communicate with a prospect and give them a compelling reason to do business with us. Fortunately, being a former English teacher, communication is my strong suit. One of the first strategies that I will use to overcome not being able to cold-call is to use my skills in talking on the phone and building fast rapport with people. I am very comfortable on the phone, and I can usually put a customer at ease during our conversations within the first few minutes and this allows me to “dig deeper” into their needs and how I might help them with their technology.
Another strategy I will use to overcome this challenge is to communicate through email. Writing comes pretty easily for me, and I have had a lot of experience in writing persuasive emails as well so I can usually get a customer to respond to me with the right use of compelling language. Finally, I will be more open to video conferencing with my prospects and using the Vidyard app to create compelling videos that they will respond to as well. 2021 will definitely be a time to “think outside the box” as far as reaching customers, but I believe these strategies will help me to overcome the challenges I will face.
Cari Alvarez
Business Process Consultant - Tyler Office
The Challenge: Compassion, empathy, patience and kindness come to mind in how we navigate moving forward. Fear and anxiety is the most widespread problem for all of us due to the 2020 worldwide disruption. We need to ensure others including ourselves, our families and our sphere of influence including our team members here at Datamax, our partners, our customer and our future potential customers that we have what it takes to make it through the tough times and that together we can make it happen for them.
The Strategy: Overcoming fear and anxiety is a process, it requires an intentional change of mindset, every single day. We together can assist others to stay not only positive, but also motivated and resilient for the purpose of moving forward with a vision for greatness together. It is all about knowing that we are NOT alone and that we always have resources to rely upon. We will overcome and together we will win.
Brian James
Account Manager - Hot Springs Office
The Challenge: My most important challenge is growing our IT presence while maintaining raving fan acceptance with our existing customers in the Hot Springs territory.
The Strategy: I intend to increase my presence, creating awareness for the IT solutions that Datamax offers have been very effective creating efficiencies and added productivity for our customers. I am committing to attend more Chamber functions in the cities we serve. I wish to present more webinars and functions with relevant information that is informing while creating differentiation from competitors. I’m also planning to distribute our excellent marketing material to potential and existing customers creating confidence Datamax is the trusted advisor. Lastly, I wish to be a positive, trusting Datamax teammate to the communities of Hot Springs exclaiming that Datamax will work hard to create raving fans!
Rachel Acosta
Dispatch - Little Rock Office
The Challenge: As 2021 is right around the corner and Covid is still very present I believe my challenge as a dispatcher will be working around our customer’s availability, since a lot of business still have their doors locked.
The Strategy: I want to make sure our customers as well as our techs, feel as safe as possible. I want to make sure the hours are the best for the customer therefore will be asking more questions about hours and availability that would suit their needs. There will always be different challenges through the years to come and I believe the best way to handle those are head on and make the best choice’s for your customer and your team.
Darla Goedelmann
Payroll - St. Louis Office
The Challenge: The biggest challenge going into 2021 for Terri and me is COVID and the CARES Act. There are various CARES codes for people who miss work due to COVID and various reasons for the codes. Terri has to track test results and employees who are out, and I need to track CARES codes for time cards. Also, the CARES Act end 12/31, and has not yet been extended. Considering the pandemic is far from over, we are assuming it will be extended.
The Strategy: Our strategy is to have a telephone conference every day to keep up with employee issues. Regular communication is the key to making sure everyone gets the time off they are allowed. Also, we are monitoring government websites and the CDC website regularly regarding changes in COVID protocols. At this point, our best hope is to pray that the vaccine is safe and effective, and this craziness ends soon.
Brandy Jones
Account Manager - El Dorado Office
The Challenge: I feel that going into 2021 we will still be dealing with customers being affected but COVID-19.
The Strategy: My plan is to introduce the temperature scanning kiosks to more businesses to help them have a safe entry option. This year I have been very successful with these and hope 2021 will be even better!
David Olliff
Field Technical Representative - Longview Office
The Challenge: My biggest challenge in 2021 is getting more comfortable with the network side of the business.
The Strategy: My strategy will be more hands on training on the network side of our service business.
Rachel Rhodes
Platform Solutions Manager - Dallas/Fort Worth Office
The Challenge: With social distancing and masks, 2020 has made it difficult to build interpersonal relationships with new sales reps and managers. My most important challenge in 2021 is to remind the sales teams that when they need support I am always available.
The Strategy: I will do this by continuing to work and support Clay and his teams with regular sales team trainings (whether it be Sherpa, GPO programs training, or solutions training) and continuing to participate in the weekly sales meetings.
Trey McFarlin
Production Print Specialist - Dallas/Fort Worth Office
The Challenge: In 2021 I believe the most difficult challenge that I will face will be the hurdle of the current condition of prospective clients’ economic state after the shut downs in 2020 and the fear of what the future will bring due to political leadership shifts from the recent elections.
The Strategy: The first step will be to assure, and illustrate to, the client that Datamax is a true strategic partner. We are not here to sell them a piece of equipment that will put them in a bind in 2-3 years. We want to help them succeed so that, in turn, we also can succeed. My plan to get over this hurdle will be simply by asking for referrals from some of our current partners and using them with prospective customers to help them to understand how much we value their partnership and success.
The second thing that I will be using will be the 2021 lease promotions that we will be running to get them the best monthly payment possible so that they do not see their new lease as an unnecessary additional monthly expense but see it more as a low monthly investment to help assist them in their recovery from a difficult 2020 year.
Shawn Hay
Field Service Manager - Dallas/Fort Worth Office
The Challenge: One of my job roles in the service department is training. Helping to prepare the technicians to repair new and old equipment in the field. One challenge I have this year is to create new and updated tests to administer to the field technicians. This will allow the technicians to show that they are advancing and learning new technology. This will include all the aspects of being a field technician; proper paperwork and procedures, hands on troubleshooting and various stages of networking.
The Strategy: My plan is to look at previous testing procedures and change them into more relevant and current models. I will create a first level test with basic requirements and build up to the more advanced procedures that simulate full network installs. I will utilize the expertise of my leadership team for assistance in creating these tests. It will be a large task, but will be worth it when it is complete.
Esmeralda Perez
Dispatch - Tyler Office
The Challenge: The most important challenge I would say is getting my “new role”. I am still learning everyday on both Dispatch and ITT Invoicing. Dispatch challenge is the time it takes for me to get all information I need (as I still do not know all tech tag numbers) or correct “call type” to use for each situation.
The Strategy: I hope to be able to get more training in both roles. Invoicing - making it more organized, setting up a specific time in the day to work on these; to have them back with enough time to address any concerns and correct. Dispatch – create an example or form that all technicians can use that decreases the time it takes to create a service call.
Quandre McCoy
Field Service Supervisor - Dallas/Fort Worth Office
The Challenge: Staying focused. With this pandemic it has had me all over the place.
The Strategy: I have learned that I have to continue on living and just protect myself. If I can keep this mindset it will open up the opportunity to concentrate on my Technicians and my supervisor duties.
