The Employee: Scot Hodges

Location: Dallas/Fort Worth

The Fans: Skillman Church of Christ

A crashed hard drive can be a stressful, panic-inducing occurrence for a customer. But not when Scot Hodges is around.

The Dallas/Fort Worth Technician has been in this game for 16 years now. Hearing him talk about how he got Skillman Church of Christ back up and running in little to no time at all (much to the relief of the customer), it’s enough to make it sound easy. Of course, it’s not.

“It’s 16 years of experience (that have wholly sharpened his technician skills),” Scot said. “I wouldn’t wish this job on my worst enemy if they didn’t know what they were doing.”

Like many veteran technicians, Scot’s got a routine down. After assessing the issue using tools like Canon Snapshot, once onsite he visits with the customer to investigate the issue further. Then he starts by cleaning the machine – 90 percent of the time while you’re cleaning, you can find the problem, he says. Then he likes to knock out the regular maintenance items. If the problem’s not resolved by this point, THEN it's fully addressed.

“You make sure you’ve addressed all issues with the customer, and you say nice things before you walk off,” he says.

In short, Scot is always prepared.

The Organization's Need

Scot has worked with Skillman Church of Christ for several years now, developing a rapport with the Director of Education for the school there. Scot says she gets “hounded” regularly by teachers or moms needing to print items for classwork. They can’t afford to be down long. When their imageRUNNER locked up last month and left a message that says “do not turn off the main power,” she was understandably frantic that she was going to be down for a day or more.

The Team’s Approach

’“It will display that message because it’s trying to shut down the machine,” Scot explains.

He’s seen this before on this particular model. So when he saw the description on the service ticket, he knew what the culprit (failed hard drive) was before he even headed onsite. Again, he was fully prepared.

“I had a hard drive on me, so I didn’t have to go by the office to get one,” Scot said. “I think it comforted her that she was going to be fine when I walked in. When it fails, you’ve got to reload the software that controls everything on the device. So I slid the hard drive in. Downloaded the software from Canon’s website and transferred it via thumb drive. Went into service mode and then got the download transferred.”

The customer was up and running much quicker than they feared. Resolution is great. Relief is, in a sense, priceless. Scot’s expertise has a lot to do with both.

What Made Them a Raving Fan?

Certainly, the relationship built between Scot and his contact there is a huge reason why the church has stayed with Datamax as long as they have. But sometimes, the customer says it better than we could, particularly in a post-service survey:

Scot gives us incredible, personalized, professional service. We are so, so lucky he is our service consultant as he helps us cheerfully and competently to fix our issues with our copier. He gets a 10 for sure!!!!!