Sulphur Springs technician Brandon Brock is intentional about staying busy.
You won’t catch him in front of the TV often. He’d much rather be outside, woodworking, finishing car repairs, or most recently playing golf with his high-school-aged daughter. He loves the fact that, in his line of work, he can be out and about, visiting with customers and moving from site to site.
Brandon’s always been good with his hands, and when it comes to technical or mechanical issues, there’s a unique satisfaction he gets out of just doing it himself.
“It’s hard for me to pay for someone else to fix something when I can get the satisfaction of doing it myself,” Brandon says.
On the flip side, the Sulphur Springs native knows Datamax customers are paying for a service agreement, and he aims to give them what they’ve paid for… and more.
“I know they are paying for this service, and I want to give them the same service I’d expect if someone were to come work on my copier,” Brandon said. “Nurturing that customer relationship, being as thorough as I can, and being meticulous in my work is very important to me.”
So how does he do it? By staying busy, sure. But also through intentionality.
4 Examples of Brandon Brock’s Intentionality in Service.
1. Intentional About Expertise.
After high school, Brandon was basically looking for work when he landed at his father-in-law’s Auto Brake and Alignment shop. But what he discovered was a gift.
“As it turns out, I more deeply realized my mechanical gifts, and I knew that I wanted to go down that road,” he says.
He hasn’t stopped since. In his 25 years in the copier industry, Brandon still today immerses himself in manuals, trains on new machines, and completes online training regularly to keep his expertise topped off.
2. Intentional About Communication.
Before he even glances at a copier, it’s incumbent on Brandon to go talk to the customer. When he walks into an office, the first thing he does is visit with the customer and try to nail down, in their words, what is going on to get the entire story. Before he leaves, again, communication is a critical component to ensure they have everything they need.
“Communication with the customer really is key. Even if it’s a user error, you don’t ever want to come across as negative. You want to be positive with them. You want to make absolutely sure they have everything they need.”
3. Intentional About Relationships.
Having grown up in Sulphur Springs, Brandon knows plenty of folks in and around the Northeast Texas area. This works to his advantage when he’s representing Datamax.
“I try to make friends with the customer. I want to get to know them, and want them to get to know me,” Brandon says.
Perfect example? Edwin at Pickle Printing in Paris, TX. Brandon’s been working on his copier for close to 23 years. Edwin can call Brandon at any time, and he knows he’s going to get a response and resolution.
“One of the best things about Brandon for me, is the customer interaction - the customers LOVE him. He’s been there for so long, he knows the people, and he knows the urgency every time they call. And they have 100 percent faith any time Brandon comes in he’s going to fix the problems, and not just the machine. He’s going to take care of everything while he’s there,” East Texas Service Manager Justin Harper said.
4. Intentional About Consistency.
As Justin Harper puts it, he doesn’t hear a lot from Brandon on a day-to-day basis. And that’s a good thing. Brandon’s ability to prioritize and assess his daily call board creates a high level of consistency in his performance.
“Brandon just does his job,” Justin says. “When the calls are assigned to him, you don’t have to micromanage the call board. There’s no complaining or whining. He can triage his service calls and prioritize his day effectively. He just works. He just gets it done. It’s a luxury to have someone like Brandon on our team.”
From his consistency to his communication to his customer relationships, it’s clear that Brandon’s a busy man at Datamax. But not just a busy one.
An intentional one, too.