Watts Copy Systems

Skip and Carol Watts opened Watts Copy Systems in Springfield back in 1982. The foundation for the company was to create a premier service organization in central Illinois that would focus on customer satisfaction and customer retention. The original company motto was, “Where service is more than a promise.” Currently led by Carol Watts, the same motto continues today and sets the tone for all Watts’ team members in their daily interactions with customers.

Watts has grown from a small business to a larger organization which now includes a Springfield corporate facility plus eight regional sales and service centers across central Illinois. 
“We have been an authorized Sharp dealership for over 40 years and have won numerous awards from Sharp,” said Patrick Gilley, vice president. “In 2010, Watts expanded our product line to include Kyocera printers, MFPs and larger systems. Watts quickly became one of the top 25 Kyocera dealerships in the nation, exceeding the sales performance of many dealerships in large, metropolitan areas.”

Creating a culture focused on great customer care, where they view customers as partners, has created a positive environment for the Watts team. “I t is a lot more pleasant to come to work knowing that your company stands behind its promises and strives to always do the right thing for our customers,” Gilley said. “When employees see that level of customer commitment from Watts, they realize the company will do what’s right for our team members as well. Our team members get tons of accolades from our customers, which makes them feel good about the job they are doing and feel good about the company. We strive to continually recognize individual performances in all departments with both small and large rewards.”

In addition to the company’s other benefits and perks, Watts became an ESOP in 2020, with employees now sharing directly in the capital.

According to Gilley, Watts team members love the fast-paced and ever-changing environment that the company and industry provide. Although not for everyone, the tenured team members at Watts enjoy assisting each other in order to achieve whatever needs to get accomplished. “We all play dynamic roles within the team and enjoy the job diversity that our company offers,” he said. “Our organizational chart has very few layers, with everyone engaging with and serving customers, including Carol Watts and the leadership team.”

At Watts, accomplishments are measured by both customers and team members. Watts and Gilley are proud of the tenure and experience of their team. “Over one-third of our team has been employed at Watts for over 20 years,” Gilley said. “Over 50% of our team has been at Watts for over 10 years.”

Many of the tenured employees are field service technicians who have unparalleled knowledge and provide expertise in the region. The company’s customer retention rate and Net Promoter customer service scores consistently exceed 90%. In 2023, Watts was tied for No. 1 in the nation for customer satisfaction three different times.

“Our future goals include market-share growth and continuing to improve how we spread the word about Watts to those not partnering with us now,” Gilley said. “We realize our customer service commitment has led to our phenomenal growth and success over the years and know that staying the course is essential for continued growth and success. In an era where service has declined in so many industries and personal connections become fewer and fewer, Watts will stick to what works best for us and continue to abide by our motto, ‘Where service is more than a promise.’”