Scot Hodges doesn’t operate service ticket to ticket. He operates people to people.

Train any warm body long enough and he or she can repair the copier. But Scott considers it equally – if not more – important to engage and to educate his clients, so that they’re empowered by the technology they utilize every single day.

Rowlett Senior Living serves as a great example of this, a client that specifically requests Scott when they submit a service ticket. It’s not just that he’s been out there 5 times in recent weeks for various reasons. It’s that each time, he builds more and more rapport with his contact there. It’s the stuff that Raving Fans is made of.

The organization's need.

Over the past few weeks, Scott has been out there once to replace a drum, once to repair a fuser that was torn out by an end user trying to fix a paper jam, once to deliver toner and yet another to help with a “line” over their scans.

“My first time out there, I tried to break the ice. I know Rowlett after living out there before, so we talked about that at length,” Scott said. “I figured out pretty early on that contact there didn’t know much about the copiers, and after visiting with her on multiple occasions,  I saw an opportunity to educate. I think she’s amazed at everything she didn’t know. And I think that started to build rapport and trust with Datamax.”

The team approach.

In one instance, Scott explained how to decipher the source behind those pesky lines that might appear on a scan – the difference between documents scanned through the feeder or the plate glass. He also downloaded the Printinista program on her PC so that she could be empowered to monitor toner levels and such from her computer. He even showed her how to take out an old drum and install a new one.

“Pretty basic stuff as far as I was concerned, but for someone who’s never worked in this industry, she was amazed with learning. Honestly, she’s been soaking up knowledge about this copier on every visit.”

What made them a Raving Fan?

“Probably one of the most important things we can do is put yourself in your client’s shoes. Whenever a service person can show you proof of what they did, and how they did it, and help them understand the process, I think they appreciate it. And without a doubt, that builds trust. You want your clients to be happy with the money they’ve spent on this device. You want them to feel like they’re being taken care of.”