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Hardware: Or How I Learned to Stop Worrying and Love the Barcode

By | Culture, Life at Daxko, Technology, Workplace | No Comments

Hardware calls are something a lot of folks on the Frontline dread. Alverado this, Motorola that, ensuring that ActiveX is all set up and that you’ve got the proper drivers installed…this will inspire fear in the hearts of many.

Not me. I like ’em.

They’re not the simplest things in the world, sure. Sometimes, you just can’t get a pesky door to open or a barcode to scan. You toss your hands up, despairing and cursing whatever company created such a vile piece of machinery. Then, you think about something you might have missed, an alternative you overlooked previously and jump back into the fray.

This cracks things wide open. Suddenly, you’re getting ‘Roger rogers’ left and right, numbers are jumping into fields that you didn’t even know existed and you’re a hero. Your teammates will pat you on the back, the folks on the other end of the line will thank you profusely and you’ll be able to check off one of the most intimidating calls you can get, as now, it’s just another notch on your belt.

Hardware calls are all about getting some obstinate piece of wiring to bend to your will while simultaneously maintaining a positive attitude for both you and the person on the other end of the line. There are no lower lows than when you cannot get something working, but conversely, and appropriately, there’s no better feeling than getting something working after an undoubtedly long conversation in which everything that could have gone wrong did, in fact, go wrong.

Why scooters, then? What do scooters have to do with hardware? Simply put, when a hardware call comes through and I know it’s going to involve a lot of tough digging, making sure that all the stars are properly aligned so that some scanner finally plays nicely…I’ll hop on a scooter and ride around. I don’t ride too far, as I’ve obviously gotta stay near so that I can help look something up or troubleshoot something, but it’s hard to feel defeated when you’re riding around on a scooter. There’s something about feeling like a kid that makes it impossible to give up hope that we can make it through!

At the end of the day, troubleshooting a hardware issue is simply about maintaining a good attitude and pushing all the buttons in the right order. Not dissimilar from any problem, if you go into it downtrodden and depressed at the prospects, you have already lost. Positivity and persistence will win the day.


McKee S. is a Customer Success Warlock who loves playing video games and kickin’ around a hacky sack.

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Akron Area Y More than Doubles In-Person Engagement

By | Engage, Engagement, Fundraising, Industry, Membership, Mission Delivery | No Comments

Earlier in the year we published a story about the Akron Area YMCA’s efforts to increase in-person engagement at their centers. We spoke with their Technology Director, Ken Hoyt, about his efforts to motivate staff to create good engagement habits.

Today we’re seeing a dramatic increase in the number of conversations that his staff is having with members but also an increase in the quality of conversations initiated and tracked. In fact, looking at the first half of May, the Akron Area Y is reporting 899 in-person conversations. This is more than double the 404 conversations that were tracked during the whole month of April.

Why is it important to track these conversations? This is the best way to get stories. The stories the staff at the Akron Y have logged range from basic:

“Since joining the Y ___ has tried to come every weekday. He really enjoys his new routine of working out before work.”

To the inspirational:

“___ just lost her husband 2 months ago. Trying to get back on her feet. Coming here has really helped her cope. She is interested in water aerobics for her bones and joints. She thinks she will try it next week.”

By having these conversations, the Akron Area Y is connecting with their members on a deeper level and they are logging these stories to help tell the Y story to those who don’t know or don’t understand it. These stories serve as a foundation for community outreach as well as donor and volunteer recruitment. The mission of youth development, healthy living and social responsibility is reflected in stories like these:

“[I] talked about her 11 year old using the fitness room because school will be out soon. I told her that if he is big enough to use the machines and goes through teen wellness that would be okay for the summer. We discussed making the teen wellness a one on one session with a wellness coach for several sessions. We also talked about camp and volunteering for day camp for the summer as an option for him to be involved in the Y…”

“I asked what his workout goal is and he said, ‘not to worry about his wife for an hour.’ He talked extensively about his wife and her medical condition. She is home now and resting.”

“Got to sit with ___ and her newest little princess who is 2 weeks old now. Said they were all doing very well. She is ready for a run and the doctor has permitted her to start back because she was so active throughout the pregnancy. She and the kids just came in to play with the other kids in CW today. The kids were missing their friends.”

You can set your staff up for success when capturing conversations with members. By tracking and recording these interactions you have the stories that support the Y mission, inspire staff, donors, and volunteers, and benchmark your engagement efforts with your members.

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Spring 2016 Impact Day

By | Community, Culture, Healthy Stuff, Life at Daxko | No Comments

Twice a year, Daxko closes its offices for team members to volunteer in the community. We held our Spring Impact Day last Friday, and it was extra-special because it was our Houston team’s very first Impact Day. The Birmingham team split up to volunteer in 3 locations: Brookdale Place, Camp Coleman, and Red Mountain Park. Team Houston volunteered at the Houston Food Bank (pictured above).

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The team members at Brookdale Place made National Nursing Home Week extra-special by playing music, putting on skits, singing karaoke, and dancing with residents.

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Team members at Camp Coleman painted, repaired fences, and did general cleanup to prepare for the Girl Scouts of North Central Alabama’s summer season.

IMG_9626Team members at Birmingham’s Red Mountain Park worked on cleaning up underbrush and growth to prepare for the addition of an outdoor classroom.

And of course, we finished our Impact Day with pizza and beer, a Daxko tradition. It was a great day of giving back to our communities, and we’re already looking forward to what’s in store for Fall.

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What I’ve Learned About Pre-Launch, Post-Launch

By | Communication, Culture, Free Career Advice, Life at Daxko, Talent | No Comments

In February, I moved into a new role on the Implementation team. I am now a Project Manager, helping our Net Ventures customers come over to the Daxko platforms. Coming from our Post Launch team, on the Customer Success team, I felt like I was prepared for the role change. However, having been through some launches, I know now I could never have been fully prepared! I have definitely learned some lessons that I intend to keep in mind through all of my future launches.

First, nobody is perfect. All of the Implementation team has our customers’ best interests at heart, and I know our customers want their launches to go smoothly, but sometimes files get forgotten or misfiled, or someone’s sick when they were supposed to meet a deadline. The important thing to keep in mind is that everyone is trying their best to make sure this project is completed in time without having quality suffer. I think it really helps to put yourself in someone else’s shoes, and make sure you have some perspective to what others are going through. Also, giving people the benefit of the doubt when something is not done correctly will help you maintain positive relationships with everyone you come in contact with.

Secondly, plans change. This is usually because of the first lesson, but sometimes unexpected things just come up and you have to go with the flow. Now, as Project Managers, we are pretty limited to how much these plans can change, since we want to have our customers launch on a specific date, but there is always something that can be moved around. Again, we are all trying our best, and as long as we can come up with a new plan, we will still be achieving our goals!

Which leads me to my final thought, which is that flexibility is key! I think this might be the most important lesson I have learned, since it will flow into the other two. As long as everyone is a team player, and all have the same goals, we can make our dreams of using the Daxko software come true!


Kelsi G. is a Project Manager who loves exploring Birmingham with her husband, hanging out with her two crazy cats, and drinking craft beer.