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Heard from Jean at Lexmark about our tech Dave and the feedback she had received from multiple end users of Lexmark. As the leading printer company, Lexmark takes great pride in their service and Jean found our technician to be highly intelligent, proactive and even calls back to check the status of the printers. Jean’s boss weighed in on the performance as well citing a commendation for David. Great Lexmark products deserve great customer service. |
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One of the most interesting backgrounds of an end user came in and gave our technician a score of 997 out of 10. Joe, a professional photographer since 1972, a pastor of 17 years, a teacher and someone who worked for President Ronald Reagan who resides in Arlington, Virginia places our technician Dave as one of the “greatest people from all walks of life he has been around”. I bet Joe has quite a rolodex of nice people too. Dave repaired his Dell Inspiron 1545 and brushed Joe up on his computer skills. Dave, you are officially the recipient of our highest client score ever and thanks Joe for the feedback and for leading what sounds like a wonderful and giving life. |
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I usually take a little time to write up the details of what we are doing for our clients but in this case our client actually wrote it up themselves and put it on their Intranet – so here it is – from Gayle in Denver, Colorado form our client CSC. “My story is on Ron. He is our IT tech. He is always there to help no matter what the problem is. He is always cheerful and ready to jump in. He shows Unity of Purpose everyday in everything he does. We can call him on his day off and he will either walk us thru the problem or come in or make sure that someone does because he knows how important our jobs are and that we have to function properly every single day. Our team values him as a partner and also as a friend. We all appreciate everything he does. Thank you Ron.” |
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Debbie, a horse lover and rancher in Big Tujunga Canyon lost her entire HughesNet system due to a serious wildfire a while back. Debbie relies on her system to run her ranch and to provide her the access her horse ranch requires. Working collaboratively with our technician Ricardo and tech support from HughesNet, Ricardo was able to trouble shoot Debbie’s system and determine that the new installation required a couple of setting changes. A number of people had previously worked toward a solution for Debbie but it was not until Ricardo showed up that it was solved. I guess all those hours of hands-on training on various Hughes Satellite Systems along with extensive service experience are paying dividends. And Debbie’s communications called Ricardo not only a “genius” but a great person. Thanks Ricardo and happy trails Debbie. |
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Just recently we signed a new contract with a leading OEM provider of netbooks, laptops and desktops. Our first opportunity with the new client was for a school district – the project was to deploy and upgrade 156 laptops in a single day. Our technician Charlie headed “back to school” with one other technician from our company and collaborated with the schools IT staff and quickly took an old fashion approach to the technology deployment – an assembly line. This band of technicians quickly set up shop and in 24 hours had all the schools computers wireless enabled and ready to hit the internet. A great example of teamwork and we are glad to report both the end user school district and our OEM client were pleased with the outcome. |
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Klaus in Germany received some speedy service in his home country and was delighted with all aspects of service on his Dell Vostro. Klaus tells us “the telephone service was very good and the lady in the call center had a technician at his office within 24 hours and the technician did an outstanding job completing the service.” With 2 million service calls a year into our Global Command Center and Regional Operation Centers and 3 million dispatched technicians into the world to complete a service event it is good to hear from a client that saw the end-to-end process work flawlessly. |
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Jon from Amica in Upstate, New York gives our tech Gino a big thumbs up. Jon is a technical assistant and has worked with Gino on several occasions and has become a fan of his. It is great when our technicians and end users at large corporations are able to work together over and over. Jon was not only impressed by Gino’s technical skills and welcoming attitude but the simple fact that he calls first and shows up on time. It never ceases to surprise me that calling and showing up on time makes such a difference – this is one of the reasons we have invested in our global infrastructure to support our technicians getting to their service events on time. Good luck Jon and thank you Gino. Hey Gino, any relation to the late “Dancin’ Gino” at Celtics games? |
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A good friend of mine, Sean, from about 2 decades ago sent me an email out of the blue yesterday letting me know of the great service he received in the Washington, D.C. area from Jim our technician. Sean and his wife Ann are successful entrepreneurs and are our typical small business end users – when their system is down they need good help in a hurry. Jim provided that support and did so in a professional and unobtrusive way. Thanks Jim for doing a great job and it was good catching back up with you Sean – best of luck with your business – and if you live in the Washington, D.C. metro area you should really go to “The Nest Egg” and check it out – it is a really great store. |
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When a Dell printer talks to an Intel MAC running OS X sometimes it is not what it seems. Our client, MJ, just had this first-hand experience and David from Worldwide TechServices made the machines talk seamlessly. David showed up at MJ’s office with parts in hand for a failed printer. MJ walked David through all the steps the client had taken and David listened acutely and then put the parts down and sat behind the new MAC to solve a software driver issue. MJ calls Dave the consummate “pro” – he not only fixed the problem as he was tasked with doing, he was committed to understanding why the problem occurred and ensured MJ was satisfied and educated about the problem. MJ concluded that all future “computer shopping would be with Dell” and that “Dell is their recommendation to everyone who asks”. |
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Received a flurry of emails from Customer Service at Dell in the United Kingdom about a tech that received glowing accolades from Micky in Suffolk. Micky was concerned his PC was “beyond economic repair” and the Worldwide Technician who fixed Micky’s machine “made no fuss, fixed it, tested the system, was professional and a credit to the Dell service team”. And to top it all off Micky was so pleased with the service he called back into Dell and extended his service agreement another 2 years. A great story of everyone winning – Micky is up and running, Dell maintains a loyal customer and Worldwide TechServices creates a great service experience. Thanks Dell Customer Service for passing this along. |
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David from Gas Station TV just sent an email in about warm service he received in a cold environment. Our technician, Doug, was servicing LCD TVs in rural Indiana with the windchill a brisk -5 degrees. David was experiencing “problems unlike anything they had ever seen”. The station was losing wireless connections between the TVs and Doug showed up on site with parts in hand and an amazing level of patience. Patience was required as this particular service call required “nearly 50 trips in and out of the cold” testing and verifying connections and interoperability between networking and electronic devices. According to David his whole team was “marveling at him” and called Doug a “trooper among troopers”. We are glad the system was back up and running that night for processing and thankful we have techs like Doug who are committed at any temperature. |
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Just flying back from a pan-European meeting hosted in London and had the opportunity to meet with employees from 8 of our countries. Gathered some great client stories that came into our RoC while I was visiting but my favorite is quite amazing. Our technician, Daniel, was servicing an end user in the morning in Wales and a snowstorm kicked up. Daniel slid off the road and his car became inoperable. Ever the dedicated employee he rang up his Grandfather and asked for him to pick him up and drive him to his remaining service calls in the afternoon. Without hesitation his Grandfather picked him up and patiently drove him around the country side and Daniel met all his commitments to his clients and their end users. This is one of the best examples I have witnessed of our values SERVICE and EXECUTE. Thanks Daniel, and a special thanks to your Grandfather. |
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Last week we launched our new name and brand into the market – Worldwide TechServices. We had a great celebration across the company hosting employee celebrations throughout Europe in France, Germany, and the United Kingdom and from east to west across the United States. We also hosted client and partner meetings and received positive feedback from many of our clients and partners – so thank you to all. Our employee base is energized to continue providing superior service to our clients and their end users. |
Heard from Nikki today in Atlanta on her experience with her Dell hardware and our technician, Sue. Nikki was challenged by her hardware failure and was having her personal computer completely replaced. Sue showed up on-site and provided superior service to Nikki. Nikki was complimentary of the entire experience and general "likability" of our technician. Sue showed up on time, was competent and solved Nikki's problems. As our company vision is to lead the technology services industry by scoring the highest on service experience, I am confident with "likable" techs like Sue, who possess the knowledge and competence she displayed. We will continue our march to our desired leadership position. Thanks to Nikki for writing in and to Sue for being a good person.
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Sometimes in life it is not necessarily the actual service experience we rank high or low but the attitude of the service personnel. I was reminded of this the other day while eating out at a restaurant with my family: the service was not out of the ordinary but our server was just the happiest person and had a great sense of humor. Today, Don wrote in to us with platitudes and kudos for one of our technicians, Matt. Don's email stated that the service Matt provided "was not a 1 to 9 – the service was a perfect 10." Don's Dell 1710 was up and running in no time but, more importantly, Don has a big smile on his face from the experience that Matt was able to provide - proof positive that good things happen to happy people.
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Whether in our personal or professional lives, we all want to receive good communications. Just received an email from a client, Matt, who was very pleased with our technician, Nick, and his communication skills. Matt works at an elementary school and the school is outfitted with Dell E5400 laptops. As trained, Nick called Matt before he went on-site at the elementary school, later confirmed his arrival time and, most importantly, Nick arrived on time. One of our company's core values is to "execute on our promises." This is a great example of Nick exemplifying our core values. And a big thanks to Matt for recognizing this and good luck during the second half of the school year.
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Just heard about a great job we did for IBM when we completed a complicated on-site break/fix service event for our client, Jerry. Our technician, Aaron, was recognized for his superior service and commitment to our values. According to Jerry, our tech was top notch: he was responsive, knowledgeable and a pleasure to work with on the job. Aaron, thanks for being a great technician for our company and, Jerry, much success with your IBM hardware.
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Matt, a PhD student in Minnesota, sent a note to me today on the outstanding job we did protecting one of his greatest assets – his personal computer. Can you imagine working on your PhD and losing your thesis? We were called on-site by Dell to replace a couple of defective parts. The bar was high for this client – not only is Matt a PhD student, he is also an A+ Certified IT professional who knows a good tech from a bad tech. Within the first few minutes of the service event, our technician, John, was able to instill confidence in the client with his technical knowledge and he had the problem solved within the hour. Before John left Matt's office, he offered him a few service tips to better enhance his experience with his personal computer. Thanks to John for providing another great service event and good luck to our client Matt on getting his PhD.
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Mary wrote to me today expressing her gratitude for the service she received from our technician, Nancy. Nancy traveled to Mary's home where she replaced the motherboard on Mary's Dell Inspiron 6000 laptop. Mary was particularly complimentary of Nancy's customer service skills; since she had some troubles when she had called into the OEM's call center, she was not expecting such great service. Nancy made Mary feel at ease by answering all her questions and, most importantly, Nancy provided the quality of service that is our brand promise.
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Today we are launching our first blog at the company. Each week I receive great emails, calls and letters from our clients telling stories of our technicians. For a long time I have been contemplating what to do with all these wonderful stories, so we have decided to launch this blog to highlight some of them as well as provide interested parties with information about our company, our clients and the technology services industry. Thanks for reading my first blog entry and I promise to keep the stories coming.
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CEO Blog
