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).
Friday, May 28, 2010
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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