1. There has been some confusion with scheduling voip when the cx isn't porting their number. When a cx already has internet, but is getting Qwest internet, we have to schedule the voip install for after their qwest has been installed. Please don't schedule them until Qwest has been installed because the installer will most likely have to go out to the house twice.
2. If a cx is getting a classic package with Dish without HD add-on, but they are getting an HD receiver, when you get to the option to choose the receivers it isn't going to let you choose a receiver. To get by this you need to select the HD enabeling fee. If you don't know where you can select that, please ask. Customers will never have a receiver fee for their primary receiver. For every receiver after the first they will be charged either $5 or $7 a month depending on if it is a standard or advanced receiver.
Remeber that if they are getting any Turbo HD package, all their receivers must be HD.
3. Some of you may already know this, but every night we will be having specific closing duties for each person. Jobs will be assigned to four different categories and Shannon will assign each of the closers to one of these categories each day.
1- Pull and record equipment. Clean up desks around the office.
2- Print out contracts, empty garbages, and close blinds and windows.
3- Print out cancels and daily reports. Collect record, and email sales numbers.
4- Help number 1 with their duties. Make sure all doors are locked and lights turned off.
4. Just a reminder that the qualifiers will start weekly trainings this coming Monday. We will have two times, at 11:30 and 1:30. So if your shift is at 12:00 or 2:00 you will need to come 30 min early. This meeting won't last longer than 30 min. Shannon and I will have some things prepared to train on, but please come with any questions you have. I'm sure these meetings will help all of us improve.
5. Sweeps - When you are calling those postponed customers will you please start with the most recent ones. These will probably be the most likely to get rescheduled.
Thursday, May 28, 2009
Wednesday, May 27, 2009
May 27, 2009 Memo
1. Tony talked to us today and pointed out that many installers are still having problems because the configurations don't match in sattracks. This happens when you put in the configuation box a 722/322 for example, and then in the skus underneath you are putting in a 722 and then a 222. The installers are left wondering which one is correct. This also messes up inventory and which equipment is sent out with the installers. This is also bad because it is wrong on the contract that the cx signs. We have had some problems with customers trying to get more out of us just because it said on the contract that they had an extra 625.
This can be easily avoided if you will just double check what you are selecting.
2. Sweepers - Shannon gave Corbin a list of all the cxs that have postponed their install and haven't been rescheduled. We would like for you to spend time each day calling these customers back and doing everything we can to get them back on the schedule. If they try to cancel you can send them up to customer service.
3. Last week our percentage of installs for satellite was 69%. This is 4% better than the week before, but not nearly good enough. Every person in this company, whether you are a sales rep, installer, qualifier, sweep, customer service, or manager, has an impact on the number of installs that happen each day. We all have to be doing everything we can to get this percentage up to 85% or above. This happens by minimizing the mistakes we're making, paying attention to the detailes, and doing everything we can to get each customer installed.
This can be easily avoided if you will just double check what you are selecting.
2. Sweepers - Shannon gave Corbin a list of all the cxs that have postponed their install and haven't been rescheduled. We would like for you to spend time each day calling these customers back and doing everything we can to get them back on the schedule. If they try to cancel you can send them up to customer service.
3. Last week our percentage of installs for satellite was 69%. This is 4% better than the week before, but not nearly good enough. Every person in this company, whether you are a sales rep, installer, qualifier, sweep, customer service, or manager, has an impact on the number of installs that happen each day. We all have to be doing everything we can to get this percentage up to 85% or above. This happens by minimizing the mistakes we're making, paying attention to the detailes, and doing everything we can to get each customer installed.
Tuesday, May 26, 2009
May 25, 2009
We hope you had a great long weekend. A couple of things we want you to be aware of are:
1. When qualifying for DTV, if a message that looks like this one below comes up they do not qualify. You must make sure the New Customer line states Yes and the Fee Required line states No. We've had a few jobs get installed and then found out that they didn't qualify. The installer has to uninstall everything and bring it back which means we pay for an install and uninstall, but we don't get paid.
Just because this account below had an account number it doesn't mean they qualified. If you look at the Customer Status line, it says they are an existing customer.
Please be aware of this and let's not make any more of these mistakes.
DIRECTV ID: 1724961
DIRECTV Account number: 22413969
New Customer: No
Customer Status: Existing
Dealer Tag: Data Unavailable
Fee Required: No
2. Do not schedule any 322 or 311 jobs in Spokane until Thursday!
3. Sweeps - Please put a note in every account that you reschedule to another time or day. We want to be able to see why each of those jobs was moved. Every time.
1. When qualifying for DTV, if a message that looks like this one below comes up they do not qualify. You must make sure the New Customer line states Yes and the Fee Required line states No. We've had a few jobs get installed and then found out that they didn't qualify. The installer has to uninstall everything and bring it back which means we pay for an install and uninstall, but we don't get paid.
Just because this account below had an account number it doesn't mean they qualified. If you look at the Customer Status line, it says they are an existing customer.
Please be aware of this and let's not make any more of these mistakes.
DIRECTV ID: 1724961
DIRECTV Account number: 22413969
New Customer: No
Customer Status: Existing
Dealer Tag: Data Unavailable
Fee Required: No
2. Do not schedule any 322 or 311 jobs in Spokane until Thursday!
3. Sweeps - Please put a note in every account that you reschedule to another time or day. We want to be able to see why each of those jobs was moved. Every time.
May 26, 2009
WELCOME to the new Linx Operations Blog! We will be using this to post announcements, memos, employee of the week, etc. This will be much better than the memos we've been giving you everyday because you will be able to see the history of all the posts. You should check this page several times a day for memos and updates.
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