The Employee: Jeff Hockenberry

Location: Little Rock

The Fans: Complete Health With Pace

 

Jeff Hockenberry understands as well as anyone that relationships matter in business.

After all, his friendship with internal IT Manager Stew Campbell goes back to 1985, when the two met at Rhein-Main Air Base in Germany. Stew and Jeff eventually worked together at the same unit at the Little Rock Air Force Base, and that relationship is what eventually brought Jeff to Datamax in 2004.

“Our squadron needed a copier, so they sent out Virginia McClellan, and later Trish Williams as well,” Jeff recalls. “That’s who I ended up going to work with (at Datamax) as a trainer.”

Relationships matter out in the field, too. Jeff believes customers can pick up on his empathy, his genuine concern for whatever issue they want resolved at their organization. And it’s that level of responsiveness that turns a casual customer into a Raving Fan.

Jeff says he loves the people and the culture at Datamax. But it comes down to the customer.

“I live to take care of customers. If I can help somebody out, I live for that,” Jeff says.

Complete Health With Pace is a perfect example. An emphatic “thank you” email from this customer to Service Manager Mark McKinney recently spelled out what it means to make a Raving Fan.

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The Fan's Need

“They had a Citrix system that was not passing along department ID codes required for printing. The copier was basically being told not to accept print jobs without an ID code, and the back end system that they were using had no ability to do that.”

The fix, as Jeff puts it, was relatively easy. But he knew that he’d need to get Complete Health’s IT vendor involved.

The Team’s Approach

“During the course of the day, we have to reach out to a number of customers, and when they’re not available, I’ll give them a call back number. I was in between calls, and told her to fix the problem I needed her IT department because I didn’t have security permissions.”

Give him a call when they are available, he said.

What Made Them a Raving Fan?

It wasn’t the resolution, necessarily. It was the sense of urgency behind the resolution. When the customer did call back, Jeff responded immediately.

“I wanted to give a shout out to Jeff. He dropped everything to get on a 3-way call with Spencer Fowler (NetGain) and I just now to solve an issue we had with Dept mgmt ID and remote printing through Citrix,” the customer wrote in an email to Service Manager Mark McKinney.

Living to take care of customers. It’s just what Jeff does.