The Employee: Mike Stokley

Location: Longview

 

To Mike Stokley, there’s a distinct difference between fixing a problem and helping a person. Once an issue is fixed, sure, that client can get back to scanning to email or optimizing color output. But have you really made a difference?

In the East Texas clients he serves, Mike is all about helping. From listening with an open mind, to communicating details of the equipment or sharing best practices, he’s going way beyond repairing the issue at hand. 

That, friends, is sound advice in the art of Creating Raving Fans.

The Organization's Need.

Austin Bank is a long-time client in East Texas. Whether it’s a location in Longview, Gilmer, or Marshall, Mike has become well acquainted with these banks over the 20 or so years that Datamax has served them. Recently, they were unable to scan to email or scan to file from the copier.

“Of course they do a lot of scanning. They had recently changed some email servers and procedures in their system,” Mike said. “There was an issue getting into the machine. No one knew the manager ID, so we had to contact their IT department for the correct permission to fix the issue.”

The Team's Approach.

Pretty quickly, Mike had a pretty good idea of what was going on. There was that one DNS that couldn’t be found, “so that narrowed things down pretty quick,” Mike said.

“We were able to get the permission to reset the ID. Once we got to finding the address and verifying it, we found out sure enough that it was different. So we were able to get them up and running pretty quickly after that.

But, like all clients he serves, Mike didn’t just get them “up and running.”

“I love working on (Austin Bank’s) equipment. They’ve always been good to work with. To me, you’ve got to want to help them. I feel like that’s part of my job – not just fixing their hardware problem. If you go in with that attitude, people sense it. You’re there to help them, not just fix their problem. That’s important to me as a customer. Is the person trying to help?”

What Made Them a Raving Fan?

Here’s the feedback that came in after the ticket was closed.

"Mike came out very quickly after we placed the service ticket. He was very professional, extremely helpful, and got us up and running within a few minutes.”

Fast. Professional. And yes, you guessed it… extremely helpful.