Charter Internet:
When scheduling for charter internet in St. Louis be sure to put it about 2 weeks out.
Also, Kyle is going to be out of town for the next week or so which means that all existing customer orders for Charter need to be email to Joel. Please be sure that you are putting in the notes whether or not it is a new or existing customer.
When you are doing Charter you need to be sure that you are putting in a new invoice regardless of them being a new customer or not.
Dish Network FlexTV:
Activation for FlexTV is now $250.00. The sales rep still cannot waive any of that and it must be paid in full before or at the time of install. The receiver prices have stayed the same as well charging the first month's bill before install.
Please remember the new promotions with DirecTV. Thanks!
Thursday, July 22, 2010
Monday, July 19, 2010
July 19, 2010
New Promotions for DirecTV
Stating on Thursday July 22nd, Directv will be offering new promotions and getting rid of some of their current ones.
-To begin there will be no more HD for life unless the customer is getting the Premium or Choice Ultimate package.
-Directv is starting up their NFL Sunday Ticket promotion. A customer can get the NFL Sunday Ticket for 59.99 if they sign up with the Premier package. They will only be paying 59.99 for both the package and the ticket. They can only get this price with the Premier package. No exceptions. They can add it on to other packages but they will have to pay for the NFL Ticket as well as the other package they choose.
-No more free second HD receiver unless they are getting Whole Home DVR regardless of the package they get.
-No more free movies unless the customer is getting the Premier package.
Please make sure you are staying 100% caught up with these promotions. A lot of the sales rep will be asking questions and these are big changes that could cause a lot of issues if not you are not paying attention.
Tennessee Office
There is a new office opening in Tennessee. If you get a call from one of these reps make sure you run it OE and Fulfillment. We do not have installers in this area.
Oklahoma City
The schedule in Oklahoma City is a bit insane right now. Please pay attention to the following: If you get a Directv account run it normal Perfect10. If you get a Dish Network account run it OE. The OK City schedule is pushed really far out, but please make sure you are checking every possible day to see if there are openings to put the Directv jobs under our installers. We don't want to be scheduling Directv jobs that far out unless there are absolutely no other spots to schedule the job.
Leo in Cedar Rapids
Leo who used to be in Provo office is now in the Cedar Rapid office. When scheduling jobs please make sure you are putting him as first priority. He is an excellent installer and we want to make sure that he is getting as many jobs as possible.
End of Summer
We are reaching the end of July and it feels like some things are starting to wind down just a little bit. However, this is not true. We do not want the sales reps to be thinking about coming quite yet. Being out of state is hard for a lot of the reps they are beginning to also realize that summer is coming to an end and wanting to come home. We want to be sure to encourage them to stick it out. Keep their spirits up and make sure you are not bringing anything up about coming home. There is still a lot of time left in the summer and we do not want you to discuss anything that might take their focus off of selling. Be positive and upbeat and keep doing what you're doing!!
**Charter Internet**
If you do a Charter account where the speed is only 1 Meg, then you need to email support@linxcommunications.com. This is so the phone techs are aware and they can make it work with our phones. Thanks!
Stating on Thursday July 22nd, Directv will be offering new promotions and getting rid of some of their current ones.
-To begin there will be no more HD for life unless the customer is getting the Premium or Choice Ultimate package.
-Directv is starting up their NFL Sunday Ticket promotion. A customer can get the NFL Sunday Ticket for 59.99 if they sign up with the Premier package. They will only be paying 59.99 for both the package and the ticket. They can only get this price with the Premier package. No exceptions. They can add it on to other packages but they will have to pay for the NFL Ticket as well as the other package they choose.
-No more free second HD receiver unless they are getting Whole Home DVR regardless of the package they get.
-No more free movies unless the customer is getting the Premier package.
Please make sure you are staying 100% caught up with these promotions. A lot of the sales rep will be asking questions and these are big changes that could cause a lot of issues if not you are not paying attention.
Tennessee Office
There is a new office opening in Tennessee. If you get a call from one of these reps make sure you run it OE and Fulfillment. We do not have installers in this area.
Oklahoma City
The schedule in Oklahoma City is a bit insane right now. Please pay attention to the following: If you get a Directv account run it normal Perfect10. If you get a Dish Network account run it OE. The OK City schedule is pushed really far out, but please make sure you are checking every possible day to see if there are openings to put the Directv jobs under our installers. We don't want to be scheduling Directv jobs that far out unless there are absolutely no other spots to schedule the job.
Leo in Cedar Rapids
Leo who used to be in Provo office is now in the Cedar Rapid office. When scheduling jobs please make sure you are putting him as first priority. He is an excellent installer and we want to make sure that he is getting as many jobs as possible.
End of Summer
We are reaching the end of July and it feels like some things are starting to wind down just a little bit. However, this is not true. We do not want the sales reps to be thinking about coming quite yet. Being out of state is hard for a lot of the reps they are beginning to also realize that summer is coming to an end and wanting to come home. We want to be sure to encourage them to stick it out. Keep their spirits up and make sure you are not bringing anything up about coming home. There is still a lot of time left in the summer and we do not want you to discuss anything that might take their focus off of selling. Be positive and upbeat and keep doing what you're doing!!
**Charter Internet**
If you do a Charter account where the speed is only 1 Meg, then you need to email support@linxcommunications.com. This is so the phone techs are aware and they can make it work with our phones. Thanks!
Tuesday, July 13, 2010
July 13, 2010
Fresno Jobs
The installer that was in Fresno is now in Modesto helping them stay caught up with their jobs. We are now scheduling Fresno jobs OE and Fulfillment.
Merced, CA Office
There is now an office in Merced, CA. If you get a call from there today be sure to run it OE and Fulfillment. All of the sales reps should be in Sattracks, but if you come across any that aren't please tell Joel or Mari.
Scheduling Jobs
We cannot stress to you how important it is that you are checking EVERY job in googlemaps or mapquest. This is still an issue with more than one qualifier and it needs to be fixed immediately. It is not enough that you ask the sales rep how far the location is from where they are. You need to be the one to verify that the appointments aren't too far away from each other. The sweepers are working hard to fix mistakes that should never have happened in the first place. Keep either googlemaps or mapquest pulled up on your computer at all times.
Installer Priorities
Please have the installer priority pulled up on your computer as well. There are some installers that are getting way more jobs than they can handle which is causing us to have to reschedule the customer for a different day. When a customer is rescheduled there is a greater chance of them canceling. A large amount of jobs that are having to be rescheduled are because the installer is unable to get to that job on the day it was originally scheduled. This is easily fixed by having the installer priority pulled up on your computer at all times.
Activation Fees
The sweepers have expressed that it is not always clear how the activation fees are being collected. They are having to call the sales reps or track down the person that originally qualified it in order to know what is supposed to be happening with the customer's activation fee. This should not be happening. In each of your cubicles there are examples of what your notes should look like and they need to be followed exactly. But if for some reason you do not have one, here is an example:
total 49.99
0.00 to sales rep
**49.99 charged to cc**
Be sure that what you write in notes is what the same in the invoice. If the sales rep waives part or all of the fee then that needs to be in the invoice as well as the notes. This is a big deal and if not followed correctly, causes problems for other people.
Please pay attention to what you are doing. You have all been trained on what is expected and there is no reason to not be doing these things. Details are everything. We would rather have you take your time and get it all correct then to speed through it and have to fix the mistakes later. If any of you have questions please talk to Mari or Joel. Between the two of us we will be able to get your questions answered.
Thank you all for your hard work. We really do appreciate all that everyone does and with the exception of these few things, you are all doing well. Keep it up!
The installer that was in Fresno is now in Modesto helping them stay caught up with their jobs. We are now scheduling Fresno jobs OE and Fulfillment.
Merced, CA Office
There is now an office in Merced, CA. If you get a call from there today be sure to run it OE and Fulfillment. All of the sales reps should be in Sattracks, but if you come across any that aren't please tell Joel or Mari.
Scheduling Jobs
We cannot stress to you how important it is that you are checking EVERY job in googlemaps or mapquest. This is still an issue with more than one qualifier and it needs to be fixed immediately. It is not enough that you ask the sales rep how far the location is from where they are. You need to be the one to verify that the appointments aren't too far away from each other. The sweepers are working hard to fix mistakes that should never have happened in the first place. Keep either googlemaps or mapquest pulled up on your computer at all times.
Installer Priorities
Please have the installer priority pulled up on your computer as well. There are some installers that are getting way more jobs than they can handle which is causing us to have to reschedule the customer for a different day. When a customer is rescheduled there is a greater chance of them canceling. A large amount of jobs that are having to be rescheduled are because the installer is unable to get to that job on the day it was originally scheduled. This is easily fixed by having the installer priority pulled up on your computer at all times.
Activation Fees
The sweepers have expressed that it is not always clear how the activation fees are being collected. They are having to call the sales reps or track down the person that originally qualified it in order to know what is supposed to be happening with the customer's activation fee. This should not be happening. In each of your cubicles there are examples of what your notes should look like and they need to be followed exactly. But if for some reason you do not have one, here is an example:
total 49.99
0.00 to sales rep
**49.99 charged to cc**
Be sure that what you write in notes is what the same in the invoice. If the sales rep waives part or all of the fee then that needs to be in the invoice as well as the notes. This is a big deal and if not followed correctly, causes problems for other people.
Please pay attention to what you are doing. You have all been trained on what is expected and there is no reason to not be doing these things. Details are everything. We would rather have you take your time and get it all correct then to speed through it and have to fix the mistakes later. If any of you have questions please talk to Mari or Joel. Between the two of us we will be able to get your questions answered.
Thank you all for your hard work. We really do appreciate all that everyone does and with the exception of these few things, you are all doing well. Keep it up!
Friday, July 9, 2010
Phone Referrals
Hey Folks! Reps may be calling in saying that they have a customer who has referred a friend for the phone. They can definitely do this and the original customer will get 3 months free of phone. However, the sales rep will not get any commission on this but it will count as a number. Be sure to make the rep aware of this so they don't expect to get paid only to find out later that they will not.
Thanks!
Thanks!
Wednesday, July 7, 2010
July 7, 2010
DirecTV Referral
Many reps have been doing referrals for DirecTV. They are more than welcome to do it, but by doing this they are giving up their entire commission. The reps may do this if they are more interested in the number or saving the sale. However, remind them every time they call in to qualify that they will not be getting paid for this sale. In the event that a sales rep decides to still do the referral you must email Nate about it telling him the account number and the sales rep has set up a customer under the referral program and should not get paid for this account.
Dish Network Referrals
Dish network also has a referral program that the reps may call in about. If a sales rep is setting up a customer under this they still get commission, but $25 is taken out of it. Nate will need to emailed with the account number and sales rep.
Selling Previous Linx Customers
As most of you have seen, there have been a couple of times when you qualify an account and there is already a LINX account set up for that customer with their current service provider. When this happens there are a few things we need to be paying close attention to.
First of all, we need to be looking at how often it is happening with that sales rep. If the same sales rep is setting up several of these accounts then you need to bring to Joel or Mari's attention. We do not want the sales reps to be out looking for customers whose accounts may be expiring soon with one service provider and then switching them to another. If it is by chance that they are setting them up, then it is more than okay to put their account through.
Second, we want to make sure that they are completely out of their current contract. If they cancel early with their provider to switch to another, not only will they be charged the cancellation fees for their current provider, but also from Linx. We do not want to be setting up a customer that is going to have to pay us cancellation fees in order to get set up with a new system.
If all of these are in check then the customer is good to be set up.
Installers
Leo is going to be in Richfield for Thursday, Friday, and Saturday. Do not be putting jobs on him that are in the Provo area. Nick Sorell is selling down there so Leo should get plenty of work. The sweepers are currently working on clearing up Leo's schedule so Nick's jobs can go in.
Charter Internet
We are now setting up Charter Internet. You all should have received a paper that has the information about this. For the first couple you have please come get Mari so she can either watch you do it, or you can watch her. Here is a rundown of how to do Charter:
1.) Check availability. On the paper Matt gave you, there should be a URL for you to go to. This will take you to a website where you put in the customer's address. After you put enter the information it should tell you want internet service is available for the customer.
2.) From there get the information from the sales rep about what the customer wants. Find out the speed, modem, and installation date (must be 3 days out).
It doesn't seem too hard or complicated. Please come and get Mari when you have an order.
Schedules
It has started to become a problem with people who aren't coming in on time. Please pay attention to when you are scheduled to come in. If it says that you need to be in by 1:00, then be in by 1:00. There have been several cases where people have informed that they were going to be late and prior arrangements have been set up. However, it is not acceptable to be coming in 10 to 15 min late without any notification to Mari or Joel. Things have become pretty lax we just wanted to remind everyone that this is a professional company where punctuality is mandatory. If there are extenuating circumstances then please address them with Mari or Joel. Otherwise, we expect you to be here when you are scheduled to be here.
Also, things have changed on the schedule. Anything that has not been cleared with you is marked yellow. Please come talk to Mari and tell whether or not that change is okay.
TREAT DAY ON FRIDAY!!!!!!!!! There has been a request to stop making the treats healthy...just sayin.
Thanks for all you do! You all work very hard and it is appreciated. This was a very long post, but all the information is very important. If you have any questions about this please come talk to Mari or Joel.
Thanks!
Many reps have been doing referrals for DirecTV. They are more than welcome to do it, but by doing this they are giving up their entire commission. The reps may do this if they are more interested in the number or saving the sale. However, remind them every time they call in to qualify that they will not be getting paid for this sale. In the event that a sales rep decides to still do the referral you must email Nate about it telling him the account number and the sales rep has set up a customer under the referral program and should not get paid for this account.
Dish Network Referrals
Dish network also has a referral program that the reps may call in about. If a sales rep is setting up a customer under this they still get commission, but $25 is taken out of it. Nate will need to emailed with the account number and sales rep.
Selling Previous Linx Customers
As most of you have seen, there have been a couple of times when you qualify an account and there is already a LINX account set up for that customer with their current service provider. When this happens there are a few things we need to be paying close attention to.
First of all, we need to be looking at how often it is happening with that sales rep. If the same sales rep is setting up several of these accounts then you need to bring to Joel or Mari's attention. We do not want the sales reps to be out looking for customers whose accounts may be expiring soon with one service provider and then switching them to another. If it is by chance that they are setting them up, then it is more than okay to put their account through.
Second, we want to make sure that they are completely out of their current contract. If they cancel early with their provider to switch to another, not only will they be charged the cancellation fees for their current provider, but also from Linx. We do not want to be setting up a customer that is going to have to pay us cancellation fees in order to get set up with a new system.
If all of these are in check then the customer is good to be set up.
Installers
Leo is going to be in Richfield for Thursday, Friday, and Saturday. Do not be putting jobs on him that are in the Provo area. Nick Sorell is selling down there so Leo should get plenty of work. The sweepers are currently working on clearing up Leo's schedule so Nick's jobs can go in.
Charter Internet
We are now setting up Charter Internet. You all should have received a paper that has the information about this. For the first couple you have please come get Mari so she can either watch you do it, or you can watch her. Here is a rundown of how to do Charter:
1.) Check availability. On the paper Matt gave you, there should be a URL for you to go to. This will take you to a website where you put in the customer's address. After you put enter the information it should tell you want internet service is available for the customer.
2.) From there get the information from the sales rep about what the customer wants. Find out the speed, modem, and installation date (must be 3 days out).
It doesn't seem too hard or complicated. Please come and get Mari when you have an order.
Schedules
It has started to become a problem with people who aren't coming in on time. Please pay attention to when you are scheduled to come in. If it says that you need to be in by 1:00, then be in by 1:00. There have been several cases where people have informed that they were going to be late and prior arrangements have been set up. However, it is not acceptable to be coming in 10 to 15 min late without any notification to Mari or Joel. Things have become pretty lax we just wanted to remind everyone that this is a professional company where punctuality is mandatory. If there are extenuating circumstances then please address them with Mari or Joel. Otherwise, we expect you to be here when you are scheduled to be here.
Also, things have changed on the schedule. Anything that has not been cleared with you is marked yellow. Please come talk to Mari and tell whether or not that change is okay.
TREAT DAY ON FRIDAY!!!!!!!!! There has been a request to stop making the treats healthy...just sayin.
Thanks for all you do! You all work very hard and it is appreciated. This was a very long post, but all the information is very important. If you have any questions about this please come talk to Mari or Joel.
Thanks!
Monday, June 21, 2010
June 21, 2010
Qualifiers
DirecTV Whole Home DVR Qualify
You need to make sure that you are clicking on the button for whole home DVR during the DTV qualification. This will add $3 to their monthly bill. Some of you haven't been doing this and it has been creating big headaches for the installers.
No Hold For Payment
Up to this point a couple of you have let the customers choose the option to hold for payment, which just means they don't have to make that first months payment at qualification. The problem is, the cx has to pay that before activation, and if it isn't then they won't be activated. The other day we had an installer go out to a house, install the whole thing and then found out that they never paid Dish and so he had to take it all out. This is a huge waist of time and money for the company, so we've decided to just not do hold for payments any more.
Now, I don't want you telling this to the reps unless they specifically ask to do a hold for payment.
If a customer's cc doesn't clear when you clear the first month's payment on it, you need to just tell them that they don't have enough money on the card and that they can do one of two things, get another card, or put money on the card and then you can try it again. We don't want to just tell the rep they don't qualify because they could qualify in the future if they just put money on the card.
Please ask if you have any questions about this.
Scheduling in Des Moines and Mobile
There are still some spots on the schedule for Thrusday in Des Moines and Mobile, but once Thursday is all full, start scheduling cxs OE, unless of course they want to be scheduled out that far. This is just for today.
Sweepers
Communication
We have way too many instances where we are having a problem with a tech or a sales rep and it isn't being communicated to Jeff or Tony or whoever needs to know. We've just been letting problems slide by without thinking about getting it fixed. Please be proactive in your work and make sure things are getting done well.
Calling Techs
At the beginning of the summer, Tony told you not to call reps to follow up on installs unless it is three hours after they have started. Some of you are using this as an excuse of why you haven't been communicating with techs about certain issues. This can't happen any more. If you need to talk to a tech, call them! Don't be afraid of calling them too much. Tony just doesn't want you calling them when they've only been on the job for an hour.
Also, before calling a tech to discuss an issue, look at the customer home to make sure no one else has already talked to him about the same situation. We don't want to call these guys multiple times on the same issue.
Customer Service
DTV Whole Home DVR
You need to know that a customer that has whole home DVR cannot pause or rewind live tv on any of the HD receivers. They still have all DVR functionality on the HDDVR but just can't pause live tv on the HD receiver. They can start to record the program and then pause and rewind if they want.
If you have cxs calling in and complaining about this, just explain to them that this is still a much better setup than they could get with Dish.
DirecTV Whole Home DVR Qualify
You need to make sure that you are clicking on the button for whole home DVR during the DTV qualification. This will add $3 to their monthly bill. Some of you haven't been doing this and it has been creating big headaches for the installers.
No Hold For Payment
Up to this point a couple of you have let the customers choose the option to hold for payment, which just means they don't have to make that first months payment at qualification. The problem is, the cx has to pay that before activation, and if it isn't then they won't be activated. The other day we had an installer go out to a house, install the whole thing and then found out that they never paid Dish and so he had to take it all out. This is a huge waist of time and money for the company, so we've decided to just not do hold for payments any more.
Now, I don't want you telling this to the reps unless they specifically ask to do a hold for payment.
If a customer's cc doesn't clear when you clear the first month's payment on it, you need to just tell them that they don't have enough money on the card and that they can do one of two things, get another card, or put money on the card and then you can try it again. We don't want to just tell the rep they don't qualify because they could qualify in the future if they just put money on the card.
Please ask if you have any questions about this.
Scheduling in Des Moines and Mobile
There are still some spots on the schedule for Thrusday in Des Moines and Mobile, but once Thursday is all full, start scheduling cxs OE, unless of course they want to be scheduled out that far. This is just for today.
Sweepers
Communication
We have way too many instances where we are having a problem with a tech or a sales rep and it isn't being communicated to Jeff or Tony or whoever needs to know. We've just been letting problems slide by without thinking about getting it fixed. Please be proactive in your work and make sure things are getting done well.
Calling Techs
At the beginning of the summer, Tony told you not to call reps to follow up on installs unless it is three hours after they have started. Some of you are using this as an excuse of why you haven't been communicating with techs about certain issues. This can't happen any more. If you need to talk to a tech, call them! Don't be afraid of calling them too much. Tony just doesn't want you calling them when they've only been on the job for an hour.
Also, before calling a tech to discuss an issue, look at the customer home to make sure no one else has already talked to him about the same situation. We don't want to call these guys multiple times on the same issue.
Customer Service
DTV Whole Home DVR
You need to know that a customer that has whole home DVR cannot pause or rewind live tv on any of the HD receivers. They still have all DVR functionality on the HDDVR but just can't pause live tv on the HD receiver. They can start to record the program and then pause and rewind if they want.
If you have cxs calling in and complaining about this, just explain to them that this is still a much better setup than they could get with Dish.
Wednesday, June 16, 2010
June 16, 2010
Standard Equipment
Starting now, everywhere but Mobile and St. Louis should be getting all standard equipment with standard definition programing. This means we give them 311s, 322s, 625s, and 512s with standard and 211s, 222s, 722s, and 612s with HD programing. Please ask if you are confused by this.
Columbus, OH
If somebody wants to be installed before Saturday in Columbus, you need to run them OE. If they can do it on Saturday or after, run them normal.
Starting now, everywhere but Mobile and St. Louis should be getting all standard equipment with standard definition programing. This means we give them 311s, 322s, 625s, and 512s with standard and 211s, 222s, 722s, and 612s with HD programing. Please ask if you are confused by this.
Columbus, OH
If somebody wants to be installed before Saturday in Columbus, you need to run them OE. If they can do it on Saturday or after, run them normal.
Tuesday, June 15, 2010
June 15, 2010
Whole Home HD for DirecTV
This is a new program that DTV is doing that hopefully all of you have heard about by now. This is how it works. A customer can get DVR on any tv in the house that has an HD receiver on it. It requires the customer to have an HDDVR for their primary receiver and then they can watch their recorded shows on any of the HD receivers in the house. This will not work on d12s or regular dvrs.
Remember that only with Choice Extra and above they get an HDDVR and 1 HD receiver for free. If they want any additional HD receivers, you will need to charge them $99 per receiver up front.
Having this service will cost the customers $3 a month extra. Make sure you make good, specific notes in the special instructions about this.
You can start to schedule these types of jobs everywhere but Mobile for Wednesday. You can start scheduling them on Mobile for Thursday.
This is a new program that DTV is doing that hopefully all of you have heard about by now. This is how it works. A customer can get DVR on any tv in the house that has an HD receiver on it. It requires the customer to have an HDDVR for their primary receiver and then they can watch their recorded shows on any of the HD receivers in the house. This will not work on d12s or regular dvrs.
Remember that only with Choice Extra and above they get an HDDVR and 1 HD receiver for free. If they want any additional HD receivers, you will need to charge them $99 per receiver up front.
Having this service will cost the customers $3 a month extra. Make sure you make good, specific notes in the special instructions about this.
You can start to schedule these types of jobs everywhere but Mobile for Wednesday. You can start scheduling them on Mobile for Thursday.
Wednesday, June 9, 2010
June 9, 2010
Fresno, CA
You can start scheduling Dish jobs under RS&I for tomorrow and DTV jobs under Perfect10 for Friday.
Incentive
As of yesterday, we are at 89, which means there have been 11 mistakes. This also means you are only allowed 4 more mistakes before we drop below the limit. If this happens, we will continue to count the mistakes through this week so we can see the total number of at the end and then we will start again on Monday.
We think you are doing a great job, so don't get down on yourselves. It's going to take a lot of detailed effort on every one's part to only have 15 mistakes in one week, but we know we can do it.
Distributor Change in Mobile
As you know, we are running all Dish jobs that want to be scheduled the rest of this week OE.
From now on, if we aren't running it OE in Mobile, you should be running it with Dish Network as the distributor.
You can start scheduling Dish jobs under RS&I for tomorrow and DTV jobs under Perfect10 for Friday.
Incentive
As of yesterday, we are at 89, which means there have been 11 mistakes. This also means you are only allowed 4 more mistakes before we drop below the limit. If this happens, we will continue to count the mistakes through this week so we can see the total number of at the end and then we will start again on Monday.
We think you are doing a great job, so don't get down on yourselves. It's going to take a lot of detailed effort on every one's part to only have 15 mistakes in one week, but we know we can do it.
Distributor Change in Mobile
As you know, we are running all Dish jobs that want to be scheduled the rest of this week OE.
From now on, if we aren't running it OE in Mobile, you should be running it with Dish Network as the distributor.
Monday, June 7, 2010
June 7, 2010
Hotel Rewards
Just a heads up, some sales reps may call in saying that they have offered a customer a hotel reward or a free nights stay in a hotel. In the event that this happens you must put in the notes that the rep is offering it to the customer and then send Joel an email with the sales rep's name and the account number.
Just a heads up, some sales reps may call in saying that they have offered a customer a hotel reward or a free nights stay in a hotel. In the event that this happens you must put in the notes that the rep is offering it to the customer and then send Joel an email with the sales rep's name and the account number.
Wednesday, June 2, 2010
June 2, 2010
OK City
When you start to qualify an account for OK City, the first thing you need to ask is when they want to get installed.
You will qualify it differently depending on when they want to be installed.
If need to be installed tomorrow, run it OE.
If they are around OK City and they need to be installed Friday, run it OE.
If they are around OK City and they can be installed Sat or later, run it with our installers.
Several reps are going out to a city about an hour and a half away called Garber. Steve Tackett is going to be the only one installing out there on Friday and Saturday. Make sure you are looking at your google maps and if it is in Garber or it's surrounding areas you MUST put it on Steve Tackett for Friday or Saturday.
Scheduling Mobile
The installers in Mobile can do up to 7-8 jobs per person per day. 2-3 tv configurations can be done in 1 hour. 4-5 tv done in 2 hours. 6 tvs done in 3 hours.
Qualify Nick Sorrell Under the Provo Office
Ethernet Adapters for Dish Cxs with Internet
Starting tomorrow, you will need to put in the special instructions whether or not the Dish cx has high-speed internet at their house.
We are going to start providing ethernet adapters to all Dish customers that have high-speed internet. This will allow them to access certain features on their receivers like on demand, etc.
If they are getting our phone, then they obviously have or are getting internet, but if they aren't getting our phone, you must make sure you are putting in the special instructions if they have it or not.
Those people that pull each night will then look at each Dish account's special instructions that isn't getting phone and see if they need to pull adapters for those customers.
How to account for the reps giving cx cordless phones
If the rep tells you the cx wants the phones, you need to ask if they have DSL. If they do have DSL, Linx provides the phones at no cost. If the cx has internet, but it isn't DSL, the sales rep can either sell it to the cx for $30 or we can take out $20 of the sales rep's back end check.
If the cx isn't paying for the phones, you will need to make a note in sattracks and then send Nate and email at nate@linxsatellite.com. Your email should include the account number, and that this rep gave cx cordless phones. Nate will then take $20 off their back end.
If the cx is paying for the phones, you will need to put it in the line items under cordless phones. It should add $30 to their balance.
Google Docs for Installer Priority List
Make sure you are going on to the Installer Priority List in Google Docs and checking which installers have priority.
Phone Questions
As you know, we have started asking the customers questions about if they have life alert or a security system. We need to adjust some things to those questions.
You still need to ask about life alert and we still don't provide our phones to those who have it.
You still need to ask if they have a security system. If no, we're great. If yes, you need to ask a couple of follow-up questions.
You need to ask if their security system is connected to their land phone line, or if it is connected to a cellular system. If they are sure it is connected to a cellular system, we're good to go.
If it's connected to their land line or if they aren't sure what it is connected to you need to do a couple of things.
Put in the notes the name of their security company and if they know how it is connected. You then need to email support@linxcommunications.com with the account number, name of the security company and that they aren't sure how their system is connected.
The phone techs will then do some research to see if we can provide our phones to that cx.
When you start to qualify an account for OK City, the first thing you need to ask is when they want to get installed.
You will qualify it differently depending on when they want to be installed.
If need to be installed tomorrow, run it OE.
If they are around OK City and they need to be installed Friday, run it OE.
If they are around OK City and they can be installed Sat or later, run it with our installers.
Several reps are going out to a city about an hour and a half away called Garber. Steve Tackett is going to be the only one installing out there on Friday and Saturday. Make sure you are looking at your google maps and if it is in Garber or it's surrounding areas you MUST put it on Steve Tackett for Friday or Saturday.
Scheduling Mobile
The installers in Mobile can do up to 7-8 jobs per person per day. 2-3 tv configurations can be done in 1 hour. 4-5 tv done in 2 hours. 6 tvs done in 3 hours.
Qualify Nick Sorrell Under the Provo Office
Ethernet Adapters for Dish Cxs with Internet
Starting tomorrow, you will need to put in the special instructions whether or not the Dish cx has high-speed internet at their house.
We are going to start providing ethernet adapters to all Dish customers that have high-speed internet. This will allow them to access certain features on their receivers like on demand, etc.
If they are getting our phone, then they obviously have or are getting internet, but if they aren't getting our phone, you must make sure you are putting in the special instructions if they have it or not.
Those people that pull each night will then look at each Dish account's special instructions that isn't getting phone and see if they need to pull adapters for those customers.
How to account for the reps giving cx cordless phones
If the rep tells you the cx wants the phones, you need to ask if they have DSL. If they do have DSL, Linx provides the phones at no cost. If the cx has internet, but it isn't DSL, the sales rep can either sell it to the cx for $30 or we can take out $20 of the sales rep's back end check.
If the cx isn't paying for the phones, you will need to make a note in sattracks and then send Nate and email at nate@linxsatellite.com. Your email should include the account number, and that this rep gave cx cordless phones. Nate will then take $20 off their back end.
If the cx is paying for the phones, you will need to put it in the line items under cordless phones. It should add $30 to their balance.
Google Docs for Installer Priority List
Make sure you are going on to the Installer Priority List in Google Docs and checking which installers have priority.
Phone Questions
As you know, we have started asking the customers questions about if they have life alert or a security system. We need to adjust some things to those questions.
You still need to ask about life alert and we still don't provide our phones to those who have it.
You still need to ask if they have a security system. If no, we're great. If yes, you need to ask a couple of follow-up questions.
You need to ask if their security system is connected to their land phone line, or if it is connected to a cellular system. If they are sure it is connected to a cellular system, we're good to go.
If it's connected to their land line or if they aren't sure what it is connected to you need to do a couple of things.
Put in the notes the name of their security company and if they know how it is connected. You then need to email support@linxcommunications.com with the account number, name of the security company and that they aren't sure how their system is connected.
The phone techs will then do some research to see if we can provide our phones to that cx.
Friday, May 28, 2010
May 28, 2010
Closing Duties
We have added a job that needs to be done every night by the closers. We did it last summer, but for one reason or another, we haven't been doing it this summer. We need to print off all of Provo's cancels for the day and post them in the conference room for the sales reps to look over at night and the next day. If you don't know how to run this report, Mari can show you.
Review Blog
It would be a good thing for everyone to review all of the blog posts so far this summer. Take some time while you aren't on the phone and review all the past posts so we can stop making simple mistakes. Some of the things that need reviewing that stand out to Mari and I are:
Make sure you click view agreement so the claim downloads into sattracks.
Coloring jobs that have to be at a certain time or on a specific installer blue.
Scheduling jobs for the appropriate time(more than 1 hour).
We have added a job that needs to be done every night by the closers. We did it last summer, but for one reason or another, we haven't been doing it this summer. We need to print off all of Provo's cancels for the day and post them in the conference room for the sales reps to look over at night and the next day. If you don't know how to run this report, Mari can show you.
Review Blog
It would be a good thing for everyone to review all of the blog posts so far this summer. Take some time while you aren't on the phone and review all the past posts so we can stop making simple mistakes. Some of the things that need reviewing that stand out to Mari and I are:
Make sure you click view agreement so the claim downloads into sattracks.
Coloring jobs that have to be at a certain time or on a specific installer blue.
Scheduling jobs for the appropriate time(more than 1 hour).
Wednesday, May 26, 2010
May 26, 2010
311s and 322s
We have some inventory of 311s and 322s both here and in Cedar Rapids that we want to get rid of. The reps in Cedar Rapids know this and should be trying to sell them. I'm not sure if the reps in Provo know, so if a Provo rep is qualifying an account where the cx isn't getting hd programming but they are getting a 211 or 222, you should ask if they can get a standard def receiver.
Memorial Day
We are not going to be open on Memorial day, so enjoy the day off. Also, you shouldn't be scheduling any jobs for Monday. The installers should already be blocked out, but just in case they aren't, don't do it.
We have some inventory of 311s and 322s both here and in Cedar Rapids that we want to get rid of. The reps in Cedar Rapids know this and should be trying to sell them. I'm not sure if the reps in Provo know, so if a Provo rep is qualifying an account where the cx isn't getting hd programming but they are getting a 211 or 222, you should ask if they can get a standard def receiver.
Memorial Day
We are not going to be open on Memorial day, so enjoy the day off. Also, you shouldn't be scheduling any jobs for Monday. The installers should already be blocked out, but just in case they aren't, don't do it.
Tuesday, May 25, 2010
May 25, 2010
Schedule
If you have an appointment that has to be during a specific time block or with a specific installer you need to specify this in the notes. After you have scheduled the appointment, you can change the color of it to blue by clicking on the S inside the pink box. This tells the sweepers that they can't reschedule it or move it to another installer without looking at the notes first.
Passwords
All Dish Network passwords have been changed to Linx1234. Please make a note of it so you don't have any problems with it.
Phones for Linx phone customers
Starting today (May 21) The promotion for handing out the Four Pack of Phones has officially ended.
If you have an appointment that has to be during a specific time block or with a specific installer you need to specify this in the notes. After you have scheduled the appointment, you can change the color of it to blue by clicking on the S inside the pink box. This tells the sweepers that they can't reschedule it or move it to another installer without looking at the notes first.
Passwords
All Dish Network passwords have been changed to Linx1234. Please make a note of it so you don't have any problems with it.
Phones for Linx phone customers
Starting today (May 21) The promotion for handing out the Four Pack of Phones has officially ended.
LINX will still give the free phones to customers that currently use DSL Internet service, because it simplifies the installation process. Non DSL customers will not receive the 4 pack of phones for free.
If you choose to offer the phones as a promotion to non DSL customers, it will deduct $20 from your back end phone commission, Meaning, your commission for phone will be $50 instead of $70.
Monday, May 24, 2010
May 24, 2010
Qualifiers
Kevin Brown in Cedar Rapids
Kevin is a new tech and for now should only be scheduled for no more than three small jobs a day. By small I mean one or two tvs.
DTV Activation
Linx has changed the DTV Activation fee to $49.99. If you are ever asked about this fee by DTV just say it is a linx processing fee.
Scheduling in Time Slots
Make sure you are scheduling jobs with the cxs in one of the three time slots 8-12, 12-4, or 4-8. They need to know that the installer could arrive any time during that four hour time slot. If a sales rep asks, we don't schedule jobs at a specific time.
Larry Chapman in Cedar Rapids
Larry can only have three jobs a day that are three tvs or less. If there are jobs that are bigger than four tvs he can only do two in one day.
Linx Phone
If nothing comes up when you are checking the linxport.com website the cx can still get the phone, but they need to know that they will be getting a new number and that number won't be a local number. You need to make sure the cx knows this and then make a note that you verified this with the cx.
We need to start asking the cxs a few questions before you start the TPV process. We will print off a sheet of these questions and get them to you. These questions will just verify that they don't have life line or a security system that won't work with our phone. More information will come tomorrow on how to handle the accounts that do have these issues.
Dish Claim #s
Make sure you are clicking all the way through the Dish website until you see the contract. You have to click the "View Agreement" button to get to this point. There are way too many accounts without claim numbers because people are forgetting to click on this button.
Orbital Locations
You need to start copying and pasting the orbital locations for both the Dish and DTV accounts. These are found on the same page as the account numbers. Mari will make the changes on the notes instructions in your cubicles.
Kevin Brown in Cedar Rapids
Kevin is a new tech and for now should only be scheduled for no more than three small jobs a day. By small I mean one or two tvs.
DTV Activation
Linx has changed the DTV Activation fee to $49.99. If you are ever asked about this fee by DTV just say it is a linx processing fee.
Scheduling in Time Slots
Make sure you are scheduling jobs with the cxs in one of the three time slots 8-12, 12-4, or 4-8. They need to know that the installer could arrive any time during that four hour time slot. If a sales rep asks, we don't schedule jobs at a specific time.
Larry Chapman in Cedar Rapids
Larry can only have three jobs a day that are three tvs or less. If there are jobs that are bigger than four tvs he can only do two in one day.
Linx Phone
If nothing comes up when you are checking the linxport.com website the cx can still get the phone, but they need to know that they will be getting a new number and that number won't be a local number. You need to make sure the cx knows this and then make a note that you verified this with the cx.
We need to start asking the cxs a few questions before you start the TPV process. We will print off a sheet of these questions and get them to you. These questions will just verify that they don't have life line or a security system that won't work with our phone. More information will come tomorrow on how to handle the accounts that do have these issues.
Dish Claim #s
Make sure you are clicking all the way through the Dish website until you see the contract. You have to click the "View Agreement" button to get to this point. There are way too many accounts without claim numbers because people are forgetting to click on this button.
Orbital Locations
You need to start copying and pasting the orbital locations for both the Dish and DTV accounts. These are found on the same page as the account numbers. Mari will make the changes on the notes instructions in your cubicles.
Thursday, May 20, 2010
May 20, 2010
Qualifiers
Autopay for Dish Network
This is a reminder that you need to automatically put all Dish Network customers on autopay unless the sales rep specifically tells you not to.
Dish'n it up
Dish'n it up is a program that allows customers who are still under contract to upgrade equipment and resign a 24-month contract. Several sales reps have been asking about getting cxs qualified for this, but you need to know that we are not offering this to anyone right now. If a sales rep asks you about it, tell them we don't offer it.
Atascadero
Just a reminder that we have installers in Atascadero now, so you don't need to run these accounts OE. You still need to run the Fresno office accounts OE.
Treat Day Friday
Treat day Friday is back, so bring treats to share!
Autopay for Dish Network
This is a reminder that you need to automatically put all Dish Network customers on autopay unless the sales rep specifically tells you not to.
Dish'n it up
Dish'n it up is a program that allows customers who are still under contract to upgrade equipment and resign a 24-month contract. Several sales reps have been asking about getting cxs qualified for this, but you need to know that we are not offering this to anyone right now. If a sales rep asks you about it, tell them we don't offer it.
Atascadero
Just a reminder that we have installers in Atascadero now, so you don't need to run these accounts OE. You still need to run the Fresno office accounts OE.
Treat Day Friday
Treat day Friday is back, so bring treats to share!
Tuesday, May 18, 2010
May 18, 2010
Everyone
Tony has added Jimmy Crabtree to the schedule in Tulsa, OK. He has a team of several guys that could potentially do up to 20 jobs a day. What we need to do is schedule all his jobs for one hour and once you have scheduled six jobs on him for one day you will need to call him and let him know that you are scheduling more. This is so he can make sure he has enough guys that day to do the jobs. You can start to schedule jobs on him now.
Tony has added Jimmy Crabtree to the schedule in Tulsa, OK. He has a team of several guys that could potentially do up to 20 jobs a day. What we need to do is schedule all his jobs for one hour and once you have scheduled six jobs on him for one day you will need to call him and let him know that you are scheduling more. This is so he can make sure he has enough guys that day to do the jobs. You can start to schedule jobs on him now.
Friday, May 14, 2010
May 17, 2010
Happy Birthday Jenny B!
Qualifiers
Schedules
We need you to be checking Google Maps as you are scheduling jobs to make sure you aren't having the installers drive all over the place. This continues to be a problem that needs to be fixed.
Rescheduling
If a rep calls in towards the end of the night and qualifies an account or makes an adjustment to an account, you should never reschedule it or push the installation date back for the purpose of not wanting to go and pull equipment or print paperwork. We want to do everything we can to help these sales reps get all of the accounts installed.
Distributors
We are still having problems with people choosing the wrong distributors. Please double and triple check your accounts to make sure you have selected the correct distributor before running the account.
Time Allotment for Installs
When you are scheduling your jobs, you need to make sure you are adjusting the amount of time it will take the installer to finish the install. If you don't change it, it will automatically just put is as an hour long job which really never happens.
The way to judge the time is by how many tv's they are installing, i.e., 6 tvs - 4-5 hours 3 tvs - 2-3 hours. I wouldn't ever schedule a job less than 2 hours.
$99 Activation Fee for Phone/Sat
Please make sure all of the customers you run that are getting phone and satellite have a $99 activation fee. The best way to do this is to have a $49 activation fee for Dish and $50 for phone, or $79 for DTV and $20 for phone.
Provo Installer Priority
The priority for Provo goes Leo, Trent and then Steve. We really haven't had enough work yet in Provo to give Steve jobs, but he continues to get several jobs. Please make sure you fill up Leo first, then Trent, and then Steve. Also, Matt Larsen lives in Manti, UT which is 1 1/2 hours away and should only be scheduled for jobs down south. Please don't schedule him for Provo jobs.
Your Account Papers
The purpose of those little papers that you keep track of your accounts on is to go over them again at the end of your shift to make sure everything was done correctly. This would include Distributor, amount of time for job, activation fee, notes. Everyone must check all of your accounts before you leave to make sure all of these things were entered correctly. It isn't enough just to turn them in to Mari. This is how mistakes fall through the cracks, so please review you papers before you turn them in.
Qualifiers
Schedules
We need you to be checking Google Maps as you are scheduling jobs to make sure you aren't having the installers drive all over the place. This continues to be a problem that needs to be fixed.
Rescheduling
If a rep calls in towards the end of the night and qualifies an account or makes an adjustment to an account, you should never reschedule it or push the installation date back for the purpose of not wanting to go and pull equipment or print paperwork. We want to do everything we can to help these sales reps get all of the accounts installed.
Distributors
We are still having problems with people choosing the wrong distributors. Please double and triple check your accounts to make sure you have selected the correct distributor before running the account.
Time Allotment for Installs
When you are scheduling your jobs, you need to make sure you are adjusting the amount of time it will take the installer to finish the install. If you don't change it, it will automatically just put is as an hour long job which really never happens.
The way to judge the time is by how many tv's they are installing, i.e., 6 tvs - 4-5 hours 3 tvs - 2-3 hours. I wouldn't ever schedule a job less than 2 hours.
$99 Activation Fee for Phone/Sat
Please make sure all of the customers you run that are getting phone and satellite have a $99 activation fee. The best way to do this is to have a $49 activation fee for Dish and $50 for phone, or $79 for DTV and $20 for phone.
Provo Installer Priority
The priority for Provo goes Leo, Trent and then Steve. We really haven't had enough work yet in Provo to give Steve jobs, but he continues to get several jobs. Please make sure you fill up Leo first, then Trent, and then Steve. Also, Matt Larsen lives in Manti, UT which is 1 1/2 hours away and should only be scheduled for jobs down south. Please don't schedule him for Provo jobs.
Your Account Papers
The purpose of those little papers that you keep track of your accounts on is to go over them again at the end of your shift to make sure everything was done correctly. This would include Distributor, amount of time for job, activation fee, notes. Everyone must check all of your accounts before you leave to make sure all of these things were entered correctly. It isn't enough just to turn them in to Mari. This is how mistakes fall through the cracks, so please review you papers before you turn them in.
Wednesday, May 12, 2010
May 12, 2010
Internet
We recognize that there are some times when things get slow and you aren't on the phone, but it is important that you spend your time going over pricing guide, quizzing each other, going over your accounts to make sure they were run correctly, etc. We are starting to see people use the internet(YouTube, blogs, shopping, card games, social websites, etc.) to keep themselves busy and this shouldn't happen. If you feel like you don't have anything to do, ask a supervisor or manager and we can keep you busy. Things are going to pick up soon and we won't have to worry too much about it, but be aware that we don't want you to be spending time on websites that don't have anything to do with work.
Qualifiers
Callbacks
Every time you log in to Sattracks you need to look at your dashboard to see if you have any callbacks. If you do, you should immediately look at them to see if there is an issue that demands your attention. We cannot let any of these fall through the cracks so be responsible and complete these on time.
Note in Sattracks
When an account does not qualify, it is important that we copy directly from Dish or DTV the reason why they didn't qualify. An account should never be left without notes, even if they don't qualify.
Scheduling
Jobs have been getting scheduled for OK City that should be in Tulsa and visa versa. Please be aware of where you are scheduling your jobs.
Please pay attention to how long you are scheduling jobs and how many jobs you are scheduling on any particular installer each day. The priority list shows you how many jobs each installer can take each day so you shouldn't be over-scheduling them.
We recognize that there are some times when things get slow and you aren't on the phone, but it is important that you spend your time going over pricing guide, quizzing each other, going over your accounts to make sure they were run correctly, etc. We are starting to see people use the internet(YouTube, blogs, shopping, card games, social websites, etc.) to keep themselves busy and this shouldn't happen. If you feel like you don't have anything to do, ask a supervisor or manager and we can keep you busy. Things are going to pick up soon and we won't have to worry too much about it, but be aware that we don't want you to be spending time on websites that don't have anything to do with work.
Qualifiers
Callbacks
Every time you log in to Sattracks you need to look at your dashboard to see if you have any callbacks. If you do, you should immediately look at them to see if there is an issue that demands your attention. We cannot let any of these fall through the cracks so be responsible and complete these on time.
Note in Sattracks
When an account does not qualify, it is important that we copy directly from Dish or DTV the reason why they didn't qualify. An account should never be left without notes, even if they don't qualify.
Scheduling
Jobs have been getting scheduled for OK City that should be in Tulsa and visa versa. Please be aware of where you are scheduling your jobs.
Please pay attention to how long you are scheduling jobs and how many jobs you are scheduling on any particular installer each day. The priority list shows you how many jobs each installer can take each day so you shouldn't be over-scheduling them.
Monday, May 10, 2010
May 10, 2010
We are one week down in the summer and so far so good. Everybody is doing a great job! Things are going to get more and more busy each day so we need to keep getting faster, more accurate, and just more efficient at our jobs. Today is the first day of The Tour de Linx. This is a week long competition between the sales reps that will for sure bring in a lot more volume. There are also almost 20 reps arriving to their areas this week, which will increase the volume we have been seeing.
Qualifiers
Mobile and Oklahoma City
Starting today you should be scheduling all jobs in Mobile and Oklahoma City in Sattracks under our own installers. Make sure you are qualifying the Dish jobs in Mobile under the distributor RSI.
Steve and Hyrum in OK City are a two man team that can do 7 - 8 jobs a day. Even though there are two different columns in the schedule they work together. When scheduling them, just make the jobs one to two hours tops so you can fit 7-8 on them each day.
Phone Scheduling
Remember that you should be scheduling phone accounts 7 days out. For the phone sales in this area, you should still do 7 days out but schedule the jobs on Garrett. If it is more than 1.5 hours away you can schedule it for drop ship. Please note that Karl Riding does not do the phone installs. Even though he is on the schedule he shouldn't be scheduled to install phone.
DirecTV Premium Customers
Matt told me today that on the last page of the DTV qualification it will tell you if the customer is a premium customer or not. If they are, you need to let the sales rep know. If they are a premium customer, they qualify for the 2nd year promotion, which is $14 off a month for that second year.
Spot Checks
Please remember that you should be doing the spot checks on every account you qualify that ends in a "0".
DirecTV Fulfillment
As you know, DirecTV charges a shipping fee to the cx when they are run under fulfillment. To get passed this we are now only charging the customer a $57.99 activation fee. They will pay that directly to us and then they will have to pay the other $21.99 to DirecTV.
Encouraging Sales Reps
It is important that you as qualifiers are being very encouraging to these sales reps. You really are the face of the company to that rep so please get them excited and feel good about the hard work they are doing.
Non Qualifying Accounts
It is important for you to know the reasons a customer doesn't qualify so you can try to help the sales rep get it qualified.
If it says "Credit card declined," you can ask if they have a different card they can use to qualify.
If it says "Customer does not meet credit criteria," you need to get a new name and social from someone that lives in the house.
If it says something about them having a previous account, the cx needs to call in and get it taken care of before we can qualify them.
You should never change the address to try to get a cx qualified.
If you can't get them qualified for Dish, ask the rep if they would like to try to get qualified for DTV and visa versa. If that doesn't work, ask the rep if the customer would be interested in getting Flex through Dish Network.
Sweepers
Great job on getting an overall 81% for last week! Let's make sure we are doing everything we can before we reschedule a job. We don't like to reschedule jobs because those customers are much less likely to get installed once it has been rescheduled.
We are now penalizing the technicians so please keep track of all their penalties in the penalty ledger.
Qualifiers
Mobile and Oklahoma City
Starting today you should be scheduling all jobs in Mobile and Oklahoma City in Sattracks under our own installers. Make sure you are qualifying the Dish jobs in Mobile under the distributor RSI.
Steve and Hyrum in OK City are a two man team that can do 7 - 8 jobs a day. Even though there are two different columns in the schedule they work together. When scheduling them, just make the jobs one to two hours tops so you can fit 7-8 on them each day.
Phone Scheduling
Remember that you should be scheduling phone accounts 7 days out. For the phone sales in this area, you should still do 7 days out but schedule the jobs on Garrett. If it is more than 1.5 hours away you can schedule it for drop ship. Please note that Karl Riding does not do the phone installs. Even though he is on the schedule he shouldn't be scheduled to install phone.
DirecTV Premium Customers
Matt told me today that on the last page of the DTV qualification it will tell you if the customer is a premium customer or not. If they are, you need to let the sales rep know. If they are a premium customer, they qualify for the 2nd year promotion, which is $14 off a month for that second year.
Spot Checks
Please remember that you should be doing the spot checks on every account you qualify that ends in a "0".
DirecTV Fulfillment
As you know, DirecTV charges a shipping fee to the cx when they are run under fulfillment. To get passed this we are now only charging the customer a $57.99 activation fee. They will pay that directly to us and then they will have to pay the other $21.99 to DirecTV.
Encouraging Sales Reps
It is important that you as qualifiers are being very encouraging to these sales reps. You really are the face of the company to that rep so please get them excited and feel good about the hard work they are doing.
Non Qualifying Accounts
It is important for you to know the reasons a customer doesn't qualify so you can try to help the sales rep get it qualified.
If it says "Credit card declined," you can ask if they have a different card they can use to qualify.
If it says "Customer does not meet credit criteria," you need to get a new name and social from someone that lives in the house.
If it says something about them having a previous account, the cx needs to call in and get it taken care of before we can qualify them.
You should never change the address to try to get a cx qualified.
If you can't get them qualified for Dish, ask the rep if they would like to try to get qualified for DTV and visa versa. If that doesn't work, ask the rep if the customer would be interested in getting Flex through Dish Network.
Sweepers
Great job on getting an overall 81% for last week! Let's make sure we are doing everything we can before we reschedule a job. We don't like to reschedule jobs because those customers are much less likely to get installed once it has been rescheduled.
We are now penalizing the technicians so please keep track of all their penalties in the penalty ledger.
Wednesday, May 5, 2010
May 5, 2010
QUALIFIERS
Be Aware of Credit Card Misuse
Every once in a while a rep will try to use their own credit card or that of someone else to get an account qualified. This is not okay. If a credit card or social is being used that has been used in previous accounts, a warning will pop up in sattracks letting you know the accounts that have the same number attached to it. If this happens to you, don't just ignore it. Please write down the account numbers and quickly look them up to see if those accounts really do have the same cc or ss number. If you verify that there are multiple accounts that have the same number, don't continue with the qualification. Grab Joel, Mari or Matt and let us know what's going on.
Along these same lines, if a sales rep calls in and asks you to delete any information from the customer's account, do not do it. Talk to Joel, Mari or Matt and let us know what's happening and we will determine what to do.
OE
Continue to run Dish Network accounts in Mobile as OE accounts until further notice. We are now going to schedule our own installers for four days in advance. If the schedule is getting full and we are getting to the point where we will have to start scheduling five days out, we will instruct you to start running that particular city OE and Fulfillment.
Pay attention to the promotion option when you are running an OE account. If it is OE, you won't choose the DHA-24 Q1 2010 promotion, but the OE Activation promotion. This is the one second from the bottom.
Spot Checks
Please remember that if you are qualifying an account that ends in a zero you need to do a spot check. If you don't know what a spot check is or how to do it, please talk to Mari and she can teach you.
Treat Day Friday
Mari is going to bring some treats to share this Friday. If you want to bring some as well, the more the merrier. This goes for Sweepers and Cx Service as well.
Be Aware of Credit Card Misuse
Every once in a while a rep will try to use their own credit card or that of someone else to get an account qualified. This is not okay. If a credit card or social is being used that has been used in previous accounts, a warning will pop up in sattracks letting you know the accounts that have the same number attached to it. If this happens to you, don't just ignore it. Please write down the account numbers and quickly look them up to see if those accounts really do have the same cc or ss number. If you verify that there are multiple accounts that have the same number, don't continue with the qualification. Grab Joel, Mari or Matt and let us know what's going on.
Along these same lines, if a sales rep calls in and asks you to delete any information from the customer's account, do not do it. Talk to Joel, Mari or Matt and let us know what's happening and we will determine what to do.
OE
Continue to run Dish Network accounts in Mobile as OE accounts until further notice. We are now going to schedule our own installers for four days in advance. If the schedule is getting full and we are getting to the point where we will have to start scheduling five days out, we will instruct you to start running that particular city OE and Fulfillment.
Pay attention to the promotion option when you are running an OE account. If it is OE, you won't choose the DHA-24 Q1 2010 promotion, but the OE Activation promotion. This is the one second from the bottom.
Spot Checks
Please remember that if you are qualifying an account that ends in a zero you need to do a spot check. If you don't know what a spot check is or how to do it, please talk to Mari and she can teach you.
Treat Day Friday
Mari is going to bring some treats to share this Friday. If you want to bring some as well, the more the merrier. This goes for Sweepers and Cx Service as well.
Tuesday, May 4, 2010
May 4, 2010
Qualifiers
Distributors
Please remember to check your distributor list before choosing the distributor for that area. With things being so crazy, there isn't a lot of time to fix mistakes. If you are not sure which distributor it should be, please ask so we can get it right the first time.
Mobile
Dish Network in Mobile still needs to be run OE. DirecTV can be installed so run that under Perfect10.
Priority List for Installers
Mari put up in all the cubical the installer priority list. Please refer to this when you are scheduling jobs. It can be a little tricky because you don't just want to give four jobs to the #1 installer when they aren't anywhere near each other. So you need to take in account the priority list while looking at the proximity of the jobs to make sure the installer's day flows well.
Notes in Sattracks
Pay attention to the notes. Look at the sheet in your cubical to see how the notes should be ordered and try to follow the same pattern.
Sweepers
Dispositioning
From now on when you color the schedule with the highlighters, we want you to color all the complete jobs green, not orange. When you are changing the color in sattracks, color the complete job the yellowish orange color. I hope this isn't confusing.
Charging Cards
I apologize for the confusion this morning with the charging cards. I hope everyone now knows how to charge a credit card. Remember that if the upfront fee is being collected by the rep or the installer by cash or check you don't have to do anything with it. You only need to worry about it when they are paying the upfront cost with their credit card. If you run the card and it declines, then the customer will have to pay the installer that money with cash or check.
Distributors
Please remember to check your distributor list before choosing the distributor for that area. With things being so crazy, there isn't a lot of time to fix mistakes. If you are not sure which distributor it should be, please ask so we can get it right the first time.
Mobile
Dish Network in Mobile still needs to be run OE. DirecTV can be installed so run that under Perfect10.
Priority List for Installers
Mari put up in all the cubical the installer priority list. Please refer to this when you are scheduling jobs. It can be a little tricky because you don't just want to give four jobs to the #1 installer when they aren't anywhere near each other. So you need to take in account the priority list while looking at the proximity of the jobs to make sure the installer's day flows well.
Notes in Sattracks
Pay attention to the notes. Look at the sheet in your cubical to see how the notes should be ordered and try to follow the same pattern.
Sweepers
Dispositioning
From now on when you color the schedule with the highlighters, we want you to color all the complete jobs green, not orange. When you are changing the color in sattracks, color the complete job the yellowish orange color. I hope this isn't confusing.
Charging Cards
I apologize for the confusion this morning with the charging cards. I hope everyone now knows how to charge a credit card. Remember that if the upfront fee is being collected by the rep or the installer by cash or check you don't have to do anything with it. You only need to worry about it when they are paying the upfront cost with their credit card. If you run the card and it declines, then the customer will have to pay the installer that money with cash or check.
Monday, May 3, 2010
Linx Summer 2010
We are really excited that the summer has started and that you are all here to help it be the best summer in company history!
We want you to check this blog everyday to get any new announcements or important information. As you will quickly find out, things are always changing in one way or another, so it will be very important for you to check this and stay informed.
Information for Everyone
As things get started it always takes a couple of days to really get going, so if you have any free time, please use it to study the pricing guide, other manuals, or to ask questions so you are ready for when things do get crazy.
Qualifiers
We are very impressed with how well things have gone these first couple of days. For the most part you are doing an excellent job at paying attention to the details and getting things done correctly. Keep it up!
Callbacks
Just a reminder to please use the callback selection in sattracks any time there is anything that you need to follow up on. This tool is going to be crucial in making sure no accounts fall through the cracks and get lost. If you have a questions about how to make a new callback, please ask Mari, Joel or Matt and they would be happy to help you.
Cedar Rapids HD Equipment For DirecTV
As you know from the equipment sheet in your cubical, DirecTV accounts in Cedar Rapids will only get HD equipment. This gets a little tricky though for you qualifiers. When you are entering the order on the DTV website, and the customer is not getting HD programming, you must put in standard equipment, i. e., DVR, D12, D12. In the sattracks invoice you will just put the HD equipment that will be installed, HDDVR, HD, HD.
If the customer is getting HD programing and would normally get an HDDVR, D12, D12, you would put HDDVR, D12, D12 on the DTV website and then in the sattracks invoice HDDVR, HD, HD.
As far as upfront costs go, if the customer is getting an HDDVR and wants a DVR for their second tv, you will put it as a normal DVR on the DTV website, but he will be installed with an HDDVR. Normally, HDDVRs cost $200, but because they are required to get HD the second HDDVR will only cost the cx $100 up front.
I know this was really confusing so if you don't quite understand it, please talk to a supervisor or manager to clarify any questions. This is really important that you do this correctly so we get paid for these account.
Sweepers
Up to this point you haven't had much going on, but get ready because it's going to hit fast!
Cx Service
I'm excited about the group of people we have in the cx service department. Keep up the good work!
Tiffany just wanted me to remind you to keep studying the pricing guide. You've gotta know that inside out!
We want you to check this blog everyday to get any new announcements or important information. As you will quickly find out, things are always changing in one way or another, so it will be very important for you to check this and stay informed.
Information for Everyone
As things get started it always takes a couple of days to really get going, so if you have any free time, please use it to study the pricing guide, other manuals, or to ask questions so you are ready for when things do get crazy.
Qualifiers
We are very impressed with how well things have gone these first couple of days. For the most part you are doing an excellent job at paying attention to the details and getting things done correctly. Keep it up!
Callbacks
Just a reminder to please use the callback selection in sattracks any time there is anything that you need to follow up on. This tool is going to be crucial in making sure no accounts fall through the cracks and get lost. If you have a questions about how to make a new callback, please ask Mari, Joel or Matt and they would be happy to help you.
Cedar Rapids HD Equipment For DirecTV
As you know from the equipment sheet in your cubical, DirecTV accounts in Cedar Rapids will only get HD equipment. This gets a little tricky though for you qualifiers. When you are entering the order on the DTV website, and the customer is not getting HD programming, you must put in standard equipment, i. e., DVR, D12, D12. In the sattracks invoice you will just put the HD equipment that will be installed, HDDVR, HD, HD.
If the customer is getting HD programing and would normally get an HDDVR, D12, D12, you would put HDDVR, D12, D12 on the DTV website and then in the sattracks invoice HDDVR, HD, HD.
As far as upfront costs go, if the customer is getting an HDDVR and wants a DVR for their second tv, you will put it as a normal DVR on the DTV website, but he will be installed with an HDDVR. Normally, HDDVRs cost $200, but because they are required to get HD the second HDDVR will only cost the cx $100 up front.
I know this was really confusing so if you don't quite understand it, please talk to a supervisor or manager to clarify any questions. This is really important that you do this correctly so we get paid for these account.
Sweepers
Up to this point you haven't had much going on, but get ready because it's going to hit fast!
Cx Service
I'm excited about the group of people we have in the cx service department. Keep up the good work!
Tiffany just wanted me to remind you to keep studying the pricing guide. You've gotta know that inside out!
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