The Employee: Roger Mills

Location: Arkansas

The Fans: Clients in Texarkana

Roger Mills will be celebrating his 27th year at Datamax at the end of May. The equipment he services has evolved. But he says the Datamax philosophy has essentially stayed the same throughout the years.
Keeping up with the technology is a challenge that he welcomes. And so is sharing the Datamax philosophy, something he was called on to do last summer.

“When we acquired Firmin’s Office Systems in Texarkana, they needed somebody that they could rely on to go down there and be a resource, and to help with the transition,” Roger says.

Roger spent four months with the team of technicians there to help the acclimate to the Datamax climate.

“My mom, who is 92, has a house in Texarkana. So I’d spend four nights there and then go home to Little Rock on the weekends,” Roger said.

The Fan's Need

“They’re a talented group of individuals, and not scared at all to jump in,” he said. “They had one mindset that they were coming from, what the former employer expected of them, to the Datamax mindset and what we expect regarding servicing machines and taking care of them."

The Team's Approach

Roger rode with them on service calls. He helped ensure all relevant parts were with them on calls, he helped diagnose the issue proactively. The team there, with his help, essentially began expediting response time and accelerating resolution for clients in Texarkana.

“It was refreshing to see. You could see it on clients’ faces,” Roger says. “We were beginning to exceed expectations of what the customer was used to.”

What Made Them a Raving Fan?

“They were not accustomed to first visit repairs on the machines. They were used to the idea of being down and without their machine for two, three days,” Roger said. “There was a shift in the mindset.”

And also, a carrying the torch of the Datamax philosophy — one unlikely to change anytime soon.