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.