Articles: No Time At All!
We live in a world where few people pick up a phone to talk on it unless they absolutely have to. It would barely be absurd to read a Top Ten List of Things You Didn’t Know Your iPhone Could Do, with the number one item being, “You can actually talk on it like a telephone!”
It’s certainly a world of texting, tweeting, and funny cat video watching, but despite all that, PowerMax continues to offer our customers that increasingly elusive human contact. Our CEO often reminds us in meetings that PowerMax is person-dependent rather than process-dependent. We’re human beings, not job titles. Our customers are also human beings, not statistics.
A NEW BEGINNING
Just before I started working at PowerMax, the company went through a major shift and reorganization from being part of a multi-location company to going back to its simpler roots. In other words, we sold off our retail stores early in 2015 and are now focused solely on PowerMax and our e-commerce business. Since many employees have been part of this family for well over a decade, they had to say goodbye to colleagues as they all took their new, equally beneficial paths.
More jobs were created. Others merged or evolved. New hires (like me) faced training while everyone else was settling into their renovated roles and a different location: a PowerMax Renaissance, as it were. Like many types of change, these shifts were challenging for some, as the work seemed to increase along with their individual responsibilities. Overwhelmed, the service department, who handles intake and repair for our customers and our amazing Trade-In Program, found themselves having to impossibly balance fast turnaround times for customer repairs and getting used machines ready for resale with the task of training new employees.
It was a Catch-22. Keep the customers happy with quick turnaround and continue to be worn down by the amount of unending work or train new employees to help with the workload and face frustrated customers waiting for their computers. Talk about stress and frustration! There aren’t enough hours in the day!
Since we are so focused on people here at PowerMax, we as a team recognized these amazing individuals likely felt overwhelmed and underappreciated. It was heartening, as a new employee myself, to watch my co-workers go out of their way to ensure the service department felt appreciated and supported during this transition. Whether it was cutting down on calls going back to service for information or advice, just ensuring their questions and correspondence were both concise and informative, as well as relevant, or giving kudos in person and via company-wide appreciation emails, our service department became able to prioritize efficiently, increase turnaround times, and train new employees, which just ensured the diagnostic and repair times would continue to get shorter and shorter.
I applaud not only our service team, but the entire PowerMax family, who has shown that their actions match their words. We are people-driven, not process-driven; for when the person behind the job title is supported and appreciated, the process takes care of itself. The longer I work here, the more proud I am to work here. I can honestly say that I have never enjoyed a job more than I enjoy working at PowerMax. It's my two-month anniversary next week, and I look forward to a long, fruitful career here.
So when you’re ready to buy a new device or trade-in your old one for that long-awaited upgrade, rest assured you will be in caring hands at PowerMax. After all, we are not only the Mac Experts, we are also the Friendly Voice of Apple.
Welcome. We’ve been waiting for you.
Christine is a Technical Support Specialist and Content Writer for PowerMax. Follow her articles as she takes you “Behind the Sasquatch: A Look Inside PowerMax,” an inside look at the day-to-day operations from the perspective of a Woman in Tech. She’ll also post great Tech Tips, helping you get the most of your Mac apps as well as write about some common technical issues and how to fix them. Finally, Christine will periodically post some Tutorials that teach readers how to do things like make podcasts and iPhone apps. Find what you’re looking for in the categories on the right.
If you have a tech question or issue, please don’t hesitate to contact Christine for help.