Ernesto Zamarripa knows as well as anyone at this company. Raving Fans aren’t Created without commitment.

As the Dallas/Fort Worth-based onsite tech for Alcon, a global pharmaceutical and medical device company specializing in eye care products, he covers a lot of ground. A LOT of ground. In fact, The 287-acre campus employs 4,500 people at the Fort Worth headquarters.

Imagine the irony then, that the incredible service experience one of its employees received was via phone from a remote location – as if 287 acres wasn’t ENOUGH of a territory to cover already. No matter to Ernesto. He’s friendly, positive, knowledgeable, and engaging, and his commitment to Creating Raving Fans is unwavering. His personality, patience, and persistence helped create just one more raving fan out of our biggest client in the DFW Metroplex recently. We think it’s one worth sharing (more on that below).

Ernesto’s open to new experiences every day.

When you support approximately 600 devices across one massive location, you’re bound to run into new experiences every day. A commitment to customer service doesn’t sustain without an openness to new daily challenges.

“No day is the same,” Ernesto said. “Not one time can I come in and know exactly what I am doing. But I see that as a learning experience.”

Ernesto knows he’s in the “relationship” business.

Even so, building rapport is often the difference between a transaction and a trusted partnership. While he’s building new relationships with new individuals everyday, he’s continuously building his Raving Fan base. In fact, just a couple of weeks ago, an Alcon employee was treated to a celebratory lunch on his last day there, and Ernesto was asked to come along.

“I feel like they have open arms for me here. Every day I am going to talk to someone I’ve never talked to, but it’s about building rapport. That’s how I Create Raving Fans: I want them to see me and enjoy a sigh of relief. We’re taken care of. This guy knows what he’s doing. We can wash our hands of it now and it’s going to get taken care of.”

Ernesto’s Natural Tendency is to help.

He doesn’t figure his MO for Raving Fans is anything “extra,” it’s just part of who he is. Blending positivity with knowledge and a holistic approach to problem solving is just another day at the office.

"I want you to understand what I’m doing (to solve the issue). It’s not just ‘here, it’s fixed.’ If you have questions or concerns, if it doesn’t work for you, reach out to me and I’ll make it work for you. I’m going to give you my full, undivided attention. My job is not to make things harder. It’s to make things more simple.”

Ernesto in Action: Check out THIS feedback!

Such an approach rubbed off big time on a remote Alcon employee recently, who was attempting to set up a new laptop and connect it to his printer. Here’s what the client had to say about his experience working with Ernesto:

Hello there!  I just got off the phone after receiving wonderful support from Ernesto Zamarripa.  He helped me get a Canon Printer running, needed drivers, etc.  He also patiently troubleshooted another older Alcon printer that stopped working when I received my new laptop recently.  No luck on that one due to the age of the printer.  Ernesto is very knowledgeable and most of all kind, considerate and patient with a not-so-bright user.

Now THAT’S commitment to client satisfaction. That’s a service experience worth raving about.