Letter on the Third — March 2022

Dear Datamax Family,

It’s been said that a problem well stated is half solved. When it comes to lingering supply chain issues that have plagued our (and most every other) industry, we know what the problem is.

Sourced back to the onset of the pandemic, computer chip shortages and ships stuck at sea have created untimely delays and uncertain arrivals for new equipment, for parts, and for toner, putting unique strains on every department at Datamax. If we know the problem, the question becomes: What’s our response? What’s our supply chain reaction?

Winston Churchill once said “the pessimist sees difficulty in every opportunity. The optimist sees the opportunity in every difficulty.” Here at Datamax, with Supply Chain questions still unanswered and resolution not in sight, it’s in our nature to “Problem Seek, Problem Solve.” In fact, it’s in our culture. I always ask that when problems of any level arise at this organization, no matter how unprecedented they may be, we point to the Little Blue Book.

Keep everyone informed.

We can do anything if we have the right communication. This certainly applies to our manufacturers keeping us abreast to the best of their ability when products will arrive. When we are speaking with customers, we should always explain to them honestly what the situation is, what we’re going to do to help in the meantime, and keep them informed at every turn. Create recurring reminders on your Outlook calendar so you don’t miss one. Keep Sherpa activity consistent. The worst thing we could ever do is not communicate.

Deal with interruptions positively.

Interruptions are inevitable, often customers calling needing answers. Honesty is always the best policy. But that doesn’t mean going around saying the world is falling apart. It’s about formulating a positive plan of action, and then explaining to our customers, or to our team, how we will make things work in the best way possible. Empathy is key here. Anticipate their frustrations, so you don’t become the same.

Problem seek, problem solve.

I was visiting with Lee Wheelington recently, and he asked me an interesting question: “What keeps you up at night?” My response to Lee was, “that’s a great question, but for me, I can sleep at night.” The reason is, I look at our company and our people, and I know we’re going to do the right things. I can sleep because when I wake up the next morning, we’re going to “Problem Seek, Problem Solve” and in the meantime, we’re going to make sure everyone knows exactly where we’re going as an organization.

I also know that in difficulty, we must see opportunity. In challenging times, Culture Still Trumps Everything.

The Best is Yet To Be.