The Employee: Brandon Brock

Location: Sulphur Springs

The Fans: Titus Regional Medical Center

Sulphur Springs technician Brandon Brock’s commitment to customer satisfaction is well documented. His manager, Justin Harper, has gone on to say, simply, “customers LOVE him.”

So how does Brandon continuously Create Raving Fans? He’s thorough. He’s educated. He never leaves a job left undone and never leaves an office without knowing that customer is satisfied with the results… or at LEAST has a firm understanding of the next steps. Titus Regional Medical Center is no exception.

The Organization's Need

Though the account is relatively new (four years or so), Brock goes out there regularly just due to the size of the account. Sometimes it’s an install, and sometimes it’s a service-related incident. This time, it was a down device. The error code read: E-00602-0020. The issue was network related.

The Team’s Approach

’“They had been having some network issues. They’d sent one of their new IT guys to work on it, and he couldn’t get it figured out. I came in that afternoon and had to reload system software (firmware), and got it back on the network,” Brandon said.  

Afterward, Brandon went down and visited with the IT manager to let him know we had it back up and running. But there’s more to Brandon’s magic than just know-how.

He’s thorough.

“Whenever I go into an account, especially a place like that, I want to make sure I treat them the way I wanted to be treated. I try to make sure customers like me, and one way to do that is to make sure the job’s complete.  I don’t want to leave something not finished and then two days later come back and they’re irritated.”

He’s knowledgeable.

“Any downtime that you have, me personally, I look at Canon’s knowledge base and see other people’s problems so whenever you run into it, you have some background. You remember someone else had that problem and you know what to look for,” Brandon said.

What Made Them a Raving Fan?

“Communication is one of the things you have to do. When there’s a problem that you can’t resolve immediately, I talk to Dan (the IT Manager at Titus Regional) and let him know what is going on, and what my timeline is. Most customers are understanding as long as you can keep them abreast of what’s going on,” Brandon said.