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!