When he strolled out the doors of the Penn Technical Institute, Greg Burrell figured his stay in the world of office technology dealer technical service would be a brief one. After more than 20 years in the industry, however, the vice president of service for Doing Better Business (DBB) of Altoona, Pennsylvania, seems to have found his sweet spot.
Burrell will never be accused of bending anyone’s ear for a prolonged period. He’s a man of few words, but judging by his track record, particularly over the last 10 years at DBB, and the company’s ever-solid Net Promoter Score, what the dealer’s client base has to say rings much louder than any self-promotion.
“It’s all about getting the job done and the growth of the service department,” said Burrell, a 2023 ENX Magazine Difference Maker. “We try to do our best to make it a team approach to each project.”
Burrell has embraced the team concept throughout his career, which spans nearly 30 years in all. He came to DBB as part of the dealer’s acquisition of Van Dyk Business Systems and he quickly ascended the ranks, culminating with his most recent promotion to VP of service. As a Sharp Certified 3T Technical Trainer, he’s tasked with furnishing in-house training to DBB’s technical team. That DBB was awarded Sharp’s AAA Platinum Service Award is a testament to his work.
Burrell’s experience at DBB has enabled him to become a better-rounded teammate. It was Glenn Elbin, a company vice president, who took Burrell under his wing and provided greater insight as to the business aspect of service. Up until 2013, Burrell’s knowledge was predominantly related to service.
“With Glenn’s help, I have grown to learn more of the business side than ever before,” he noted.
Enhancing Proficiency
During 2022, Burrell notes the company did a yeoman’s job of embracing the team concept in tackling large jobs. Training is a never-ending journey; Burrell huddles with the Select Dealer Group and Pros Elite 100 in order to ferret out actionable ideas and best practices. He has oversight for service management in Greensburg, Pittsburgh and Erie—all in Pennsylvania—as well as Boardman, Ohio.
The training can be time-consuming, and DBB has been focused on adding personnel to its roster across every department throughout this year. “My goal is to become more diverse in the ability service more different devices in all areas,” Burrell noted.
Away from the office, Burrell and his wife, Jennifer, have been married for 21 years; in fact, their anniversary is this month. The Burrells have a daughter, Hayden, and they enjoy spending time at the beach and lakes.
