One thing is abundantly clear. Calvin Du doesn't like to lose. 

Whether it’s pickup basketball, watching his beloved LA Lakers, or diagnosing a copier issue out in the field, this DFW-based technician has a competitive spirit that would send shivers down the spine of the late Kobe Bryant.

“I don’t know where that competitive spirit comes from, but I do know that I never want to let the customer down,” Calvin said. “For me, it’s all about making the customer believe in you, trust you, and to get the issue right the first time. Quick response, and quick fix.”

Lucky for Calvin, he’s part of a championship-caliber service team. Delivering top-level service? It’s our bread and butter. Here’s a few facts to chew on when you’re talking Datamax service:

• Datamax currently has two Canon Master Level Certified Technicians (out of only eight in the country), in Shawn Hay and Justin Harper.
• Arkansas’ Dion Watson was JUST announced as Konica Minolta’s Technician of the Month. He's also certified to work on every piece of KM equipment. Wow.
• In Texas, Datamax has earned Canon’s ATSP Service Recognition for an unprecedented 16 straight years. Another wow.
• In Arkansas, we’ve earned Konica Minolta’s Pro-Tech Advanced Service certification for eight straight years.

“Great service” can be a terrible cliché… until it’s not. We back up our claims with the training, the coaching, the right tools, and, yes, the competitive spirit to create the best possible customer experience over and over and over again.

9 Factors That Build Upon Our Service Team Foundation.

1. Our Service Blueprint: Essentially the configuration, design, and resources available for the service department to run at optimal levels (including parts stock, parts-drop locations, predictable warehouse inventory, etc.)
2. Technician Prep & IQ: Our technicians don’t go out into the field without being trained up on a consistent basis to be prepared for anything in real-world settings.
3. Proactive Mindset: Imageware Remote + Snapshot + FM Audit are a few of the tools that help our teams anticipate issues before arrival, as well as power low toner alerts across a fleet to minimize downtime.
4. Written Guarantees:  We cover the bases on what anticipated service and support expectations will be, and then we back them up with performance.
5. Resolution First mindset. We don’t just show up onto the field early. We focus on fast resolution so that the end game is this: “Customer issue resolved.”
6. First Call Completion: Much like a resolution target, the last thing we want to do is say “We’ll have to reschedule for tomorrow.” Like Calvin says, quick response, and quick fix.
7. Service Invoicing Accuracy:  If it ain’t right, it ain’t right. Too often in our industry, clients have to revisit their invoices and proceed with a back-and-forth with their vendor to correct invoices. Our ClientConnect teams are straight-up accurate in their efforts.
8. Actionable Feedback: How often have you heard, “We appreciate your feedback,” and then… crickets. When there is feedback (positive or negative) about a client experience, our managers are trained to reach out, dig into the issue, and work toward resolution. It’s like author Ken Blanchard says, “feedback is the breakfast of champions.”
9. Recurring Service Reviews: The almighty Partnership Review is a great opportunity to sit down one-on-one with clients to review service performance, address changing needs, and inquire about areas where support could potentially improve.

Want to Learn More? Check out our eBook on the Subject!