The Employee: Mike Stokley

Location: Longview

The Fans: Saint Francis of Assisi Parish

Helping customers maximize their return on technology investment sometimes entails providing support that one didn’t anticipate when they walked into the office. But if it means helping clients optimize the utilization of their equipment, Mike’s all in.

“I consider it my job. To take care of the customer, no matter what the problem is,” Mike says. “Honestly, it just feels good to help somebody.”

The Fan's Need

The customer, Saint Francis of Assisi Catholic Church in Gilmer, were having issues with their user IDs. After Mike reprogrammed the IDs, the conversation led to the bulletins. They had recently gotten a new computer, and were having issues getting it to print out correctly.

The church bulletin, of course, is an essential component to Saint Francis’s mission as a church. This had to be resolved before the end of the week.

The Team’s Approach

“They were trying to print multiple pages on one page and print it out. I said I’d be happy to help,” Mike said. “I explained that they needed to make each page the way they wanted, and then set it up as a booklet on the copier.”

Within 30 minutes or so, the bulletins were printing out just as they should.

What Made Them a Raving Fan?

Mike’s educational session on booklet printing left an extremely positive impression on the customer. After the service call was closed, the contact left the following comments on the survey:

“Thank you for sending well informed and helpful service people. Each time we call for service we also learn more about our copier and how to run it more efficiently.”

If you ask Mike, he’s just doing his job. But it also had to make him feel good about Creating another Raving Fan.