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.