Do anything under the sun for three decades plus, and you’ll figure out some universal truths. After 38 years serving copier customers as a technician in the greater East Texas area, Mike Slocum knows unequivocally:

• Every day is something different. No day ever repeats itself.
• The industry is always changing. That will bring challenges. You’d better adapt.
• 38 years ago, and still today, the primary goal will always be to resolve the customer’s problem.

The latter is very much what keeps Mike such a valued member of our East Texas service team. His ability to communicate, empathize, understand, and resolve whatever the customer is facing makes his service to Datamax and to East Texas clients absolutely timeless.

Just ask the folks at First Christian Church in Palestine.

The Organization's Need.

Mike has been servicing the copier at the church here for more than 10 years. Along the way, he’s built a strong rapport with his contact there, who happens to be hearing impaired. Mike makes special note of this, making sure  he’s looking directly at her when he speaks, but also just “treating everyone like I like to be treated, with patience and with sincerity.”

On this particular visit, the church was trying to print programs for an upcoming funeral, all on linen paper. Settings were askew and the jobs were not coming out.

The Team Approach.

“Like anything else, I listen closely to the situation they’re in and then try to evaluate it, and then explain everything as best I can,” Mike said. “The linen paper wasn’t necessarily heavier, but it was such a different texture that it needed to be set for heavy paper. A lot of times people can get by running a few like this, but the more they run, the worse it gets.”

The “fix” on that day was relatively easy. But when it comes to a team approach to resolving issues, Mike likes to harken back to something that was said at a service meeting more than five years ago.

“I remember Kelly Hunley said ‘When you walk into an account on a service call, you’re not walking in there alone. We’ve got a team to support you. We’re just a phone call away.’ I’ve always taken that to heart when I approach service calls here at Datamax,” Mike said.

What made them a Raving Fan?

Mike Slocum, even though he may drive for one hour from one service call to the next, hates to have customers waiting for resolution. That speaks to his genuine concern for their well-being. But as he says, he simply wants to treat people the way he’d like to be treated, too. That goes a long way in Creating Raving Fans.

The customer’s post-service survey thoughts:

As always, Mike is the easiest to communicate with and is always very quick to stop by. He listens to my concerns and, after checking things out, explains the best way to proceed. He is the best!!!!