A key way we connect with customers is through our ClientCONNECT Centers.

With connection comes the opportunity to create extraordinary value.

For Little Rock Administration Manager Kristen Finkbeiner, improving processes comes down to communication, a sentiment echoed by Vice President, Secretary, Treasurer in Saint Louis Steven J. Sumner and Texas Director of Operations Keith Lenore. The three share their thoughts on ways our administration teams, as a whole, can Value Up! in 2020.

"Never Saying ‘No’ Up Front.”

"This is about taking the time when someone asks a question, whether it’s internal or external, and thinking of a viable solution before just saying ‘no,’” Kristen said.

As an example, when it comes to larger customers and the specialized billing that often entails, she says, it’s sitting down and saying ‘what can we do for that account to make things easier for that customer?’

Internally, when working with sales reps doing Partnership Reviews, what information is most important to them to present to the customer? What scope of work are they looking for? If it’s the warehouse , how do our processes affect their’s? When a question arises, a simple ‘no’ does not promote a relevant solution.

“Lean on the Expertise of Your Peers.”

“We have a lot of seniority on our (ClientCONNECT) team,” Keith says. “I often direct people to the subject matter experts of any particular area on certain challenges we face.”

For instance, Paula Hornbuckle knows the supplies world inside and out. Filling a toner order may be easy – what may not be is researching specialty paper, or knowing what kinds of staples a customer needs. Likewise, Jennifer Duke is a resource that Keith leans on regularly when it comes to collections-based issues.

“We have people with expertise in a lot of areas. We need to utilize those people, ask them questions, and collaborate with them regularly,” Keith says.

“Face to Face Meetings are a Positive.”

As Keith explains, once a sale is complete, the ClientCONNECT team is the one dealing with the customers every day. They have to take the happy calls, and the unhappy ones as well.

“We want to get admin more involved with face to face interactions with clients,” he says. “Just as an example, with larger accounts, with a lot of customized invoicing at play, being able to get the appropriate person from our team there to figure out truly what their needs are, what it is they’re really wanting from an invoicing perspective, is a positive.”
 

“Being Proactive in Communication.”

“For administrative employees, if you’re waiting to hear from somebody, and say somebody hasn’t followed up with you, follow back up with them. Let’s not sit around and wait for someone to call us back,” Sumner said.

Being proactive in communication speeds up administrative processes and, ultimately, delivers faster resolution for customers.

"Telling the Correct Story (about Leasing).”

“All of our employees should be sharing the great advantages that can come with leasing with Datamax. But what story are we telling? Is it aligned with what we believe, with who we are? Is it getting them the right information to know why we are special?” Sumner said.

A primer for everyone: A few advantages that come with Leasing “In House” with Datamax include:

• Flexibility: Whether it’s pricing or terms and conditions, flexibility can be a valuable component to leasing "In-House." Being our own leasing division, we make the final decisions "In-House." Understanding that, we can adjust a customer’s lease to accurately reflect equipment moves and their changing print environment, and one that matches the price-point required.
• Responsiveness: Put simply, when clients speak to a representative regarding their lease with us, that person is in direct contact with the ultimate decision makers. We can respond quickly to any of leasing inquires, and offer a personalized approach to helping them add new equipment or modify a lease.
• Convenience: Partnering with one entity for service and the financial aspects of a customer’s agreement is simply easier. By leasing “In-House,” maintenance and support, installation and training can be bundled into one very easy to translate invoice. Beyond convenience, when the same company with which they create a relationship, provides and services their equipment, a mutually empowered relationship built upon accountability is developed.
• End of Term: As customers near the end of their lease term, an "In-House" partner will make it easy for them to take advantage of a variety of options: Purchase the equipment, return it, upgrade it, or lease it again.

"Expanding One's Knowledge Base."

This is a key part of Kristen’s 2020 business plan for her team. With all the different facets and moving parts of her department, it’s crucial that a primary way to “Value Up!” is to simply increase knowledge.

“My goal here is to grow my team’s knowledge and really making the individual team members 'powerhouse' people, meaning customers, internally or externally, can go to any one person on my team and get the answers they need without having to be transferred around from person to person," Kristen says. "By increasing my team’s knowledge, we become more proactive and efficient in taking care of everyone in all the different facets of what we do day in and day out. ”

"Understanding that Good Conflict is OK."

Sumner contends, and rightfully so, that any business that says they do not have any problems, they’re not being truthful with themselves. 

“And most of all, no one should be off loading that problem on someone else, passing the buck,” he says. “We’re all in this together. The attitude should not be, ‘it’s not my problem.’ Any challenge that Datamax experiences, becomes a problem solve for everyone at Datamax."