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.
Monday, May 10, 2010
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!
Monday, August 10, 2009
August 10, 2009 Memo
Albuquerque and Springfield Jobs This Week
The Albuquerque office is going to Carlsbad NM for the week. Jason and Issac will be going down to install. Jason can do two jobs on Tuesday night. Both of them can do seven jobs a day the rest of the week. Make sure you fill up each day before scheduling out a couple of days.
The Springfield office is going to Colombia MO. Starting on Wednesday, Andre, Ricky, and Larry will be down there. On Thursday, Jeff Goss will arrive also. They will stay as long as they have full days of jobs.
Last Day of Summer
The last day of work for everyone that won't be staying on will be Friday the 22nd. Make sure you are planning on the end of summer part on September 4th. More details will come.
The Albuquerque office is going to Carlsbad NM for the week. Jason and Issac will be going down to install. Jason can do two jobs on Tuesday night. Both of them can do seven jobs a day the rest of the week. Make sure you fill up each day before scheduling out a couple of days.
The Springfield office is going to Colombia MO. Starting on Wednesday, Andre, Ricky, and Larry will be down there. On Thursday, Jeff Goss will arrive also. They will stay as long as they have full days of jobs.
Last Day of Summer
The last day of work for everyone that won't be staying on will be Friday the 22nd. Make sure you are planning on the end of summer part on September 4th. More details will come.
Wednesday, July 29, 2009
July 29, 2009 Memo
Arkansas Jobs
If you qualify any jobs for the Springfield office in Arkansas, they need to be scheduled for Thurs/Fri under Ricky and Andre.
Drop Ship Phone
As you know, if a phone job is more than two hours away we need to drop ship the equipment to the customer. Initially we told you to schedule it on the drop ship installer for the next day. This needs to change to be just like all the other jobs, three business days. This applies to both porting and non-porting customers.
311's in Spokane
As some of you already know we are no longer scheduling any 311s in Spokane. They have been discontinued so it will stay this way the rest of the summer. That gives us two cities now, Albuquerque and Spokane that are like this, with more to come in the near future.
If you qualify any jobs for the Springfield office in Arkansas, they need to be scheduled for Thurs/Fri under Ricky and Andre.
Drop Ship Phone
As you know, if a phone job is more than two hours away we need to drop ship the equipment to the customer. Initially we told you to schedule it on the drop ship installer for the next day. This needs to change to be just like all the other jobs, three business days. This applies to both porting and non-porting customers.
311's in Spokane
As some of you already know we are no longer scheduling any 311s in Spokane. They have been discontinued so it will stay this way the rest of the summer. That gives us two cities now, Albuquerque and Spokane that are like this, with more to come in the near future.
Friday, July 24, 2009
July 24, 2009 Memo
Important!
There have been a few instances lately where sales reps have asked qualifiers to delete credit card information and SS# out of sattracks. This should never be done! Even if the account didn't qualify, do not erase the information out of sattracks. In the future, if a sales rep asks you to do this, you need to write down the account number and bring it to me. Let the rep know that you can't do it and if they don't like that, I would be happy to talk to them.
I won't go into all the reasons why this is so important, but please understand that it is very important and you could be putting Linx at risk by doing it.
There have been a few instances lately where sales reps have asked qualifiers to delete credit card information and SS# out of sattracks. This should never be done! Even if the account didn't qualify, do not erase the information out of sattracks. In the future, if a sales rep asks you to do this, you need to write down the account number and bring it to me. Let the rep know that you can't do it and if they don't like that, I would be happy to talk to them.
I won't go into all the reasons why this is so important, but please understand that it is very important and you could be putting Linx at risk by doing it.
Subscribe to:
Posts (Atom)