The Employee: Mark Hoodye

Location: Dallas/Fort Worth

The Fans: Minutemen Press

 

Perhaps the most important question on a customer support survey is the third one down: “How likely is it that you would recommend our company to a friend or colleague?” It’s the basis for our cumulative Net Promoter Score^®, and a key indicator on whether we’ve created a Raving Fan.

So it’s always great to see a response like John Gwartney’s from Minutemen Press in Irving:

“Already have. Many times,” he responded on the “recommendation” question.

In talking to John, who’s been with Datamax for 20+ years, he talks glowingly about technician Mark Hoodye. The words “above and beyond” come out of his mouth often when discussing his service experience over that span.

“Quick response to our issues – that’s one of the main reasons we’ve stuck with Datamax,” John said. “In talking to some of our fellow Minutemen Presses, they may wait a day or two to have someone out to look at the equipment. You all are here on the spot in a couple of hours.”

“And Mark’s always had our best interest at heart.”

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The Fan's Need

Mark says that a lot of the issues that come at Minutemen are minor. Just recently there was an issue with the trimmer, which he was able to diagnose and repair quickly. But it’s not necessarily what Mark does about one particular issue – it’s what Mark does beyond what’s on the service ticket that makes the difference.

After all, being a print shop, Minuteman simply can’t afford to be down.

The Team's Approach

The first thing Mark does when he reaches a client’s office is find the specific customer that called in the issue. He’ll ask what the problem is, and have them replicate the issue. He diagnoses the problem, repairs the equipment and then has the customer test it out to make sure the device is to a customer’s satisfaction.

But he doesn’t stop there. He asks if there are any other issues.

“Sometimes, they’ll say, ‘oh yeah, there’s this other thing on another machine.’ That might be a secondary problem right now and not a concern to the customer, but we’re going to try to get that fixed right then and there, because that secondary problem will become a primary problem eventually,” Mark says.

Mark also drops in from time to time for preventative maintenance.

“There’s been times we haven’t had an issue, and he just stops by to check on us. He checks all the machines to see if they are due maintenance. It’s refreshing to see that level of service,” John said.

What Made Them a Raving Fan?

When asks what makes John willing to recommend Datamax to others, he responds:

“Mark has always gone above and beyond. We’ve had other companies come in here, and a lot of them offer a little bit lower prices. But we’re willing to pay a little bit extra for that service you guys provide. It means the world to us,” John said. “Mark is personable and we get along with him great. I can’t say enough about him. He’s like part of our team here.”