DirecTV Referral
Many reps have been doing referrals for DirecTV. They are more than welcome to do it, but by doing this they are giving up their entire commission. The reps may do this if they are more interested in the number or saving the sale. However, remind them every time they call in to qualify that they will not be getting paid for this sale. In the event that a sales rep decides to still do the referral you must email Nate about it telling him the account number and the sales rep has set up a customer under the referral program and should not get paid for this account.
Dish Network Referrals
Dish network also has a referral program that the reps may call in about. If a sales rep is setting up a customer under this they still get commission, but $25 is taken out of it. Nate will need to emailed with the account number and sales rep.
Selling Previous Linx Customers
As most of you have seen, there have been a couple of times when you qualify an account and there is already a LINX account set up for that customer with their current service provider. When this happens there are a few things we need to be paying close attention to.
First of all, we need to be looking at how often it is happening with that sales rep. If the same sales rep is setting up several of these accounts then you need to bring to Joel or Mari's attention. We do not want the sales reps to be out looking for customers whose accounts may be expiring soon with one service provider and then switching them to another. If it is by chance that they are setting them up, then it is more than okay to put their account through.
Second, we want to make sure that they are completely out of their current contract. If they cancel early with their provider to switch to another, not only will they be charged the cancellation fees for their current provider, but also from Linx. We do not want to be setting up a customer that is going to have to pay us cancellation fees in order to get set up with a new system.
If all of these are in check then the customer is good to be set up.
Installers
Leo is going to be in Richfield for Thursday, Friday, and Saturday. Do not be putting jobs on him that are in the Provo area. Nick Sorell is selling down there so Leo should get plenty of work. The sweepers are currently working on clearing up Leo's schedule so Nick's jobs can go in.
Charter Internet
We are now setting up Charter Internet. You all should have received a paper that has the information about this. For the first couple you have please come get Mari so she can either watch you do it, or you can watch her. Here is a rundown of how to do Charter:
1.) Check availability. On the paper Matt gave you, there should be a URL for you to go to. This will take you to a website where you put in the customer's address. After you put enter the information it should tell you want internet service is available for the customer.
2.) From there get the information from the sales rep about what the customer wants. Find out the speed, modem, and installation date (must be 3 days out).
It doesn't seem too hard or complicated. Please come and get Mari when you have an order.
Schedules
It has started to become a problem with people who aren't coming in on time. Please pay attention to when you are scheduled to come in. If it says that you need to be in by 1:00, then be in by 1:00. There have been several cases where people have informed that they were going to be late and prior arrangements have been set up. However, it is not acceptable to be coming in 10 to 15 min late without any notification to Mari or Joel. Things have become pretty lax we just wanted to remind everyone that this is a professional company where punctuality is mandatory. If there are extenuating circumstances then please address them with Mari or Joel. Otherwise, we expect you to be here when you are scheduled to be here.
Also, things have changed on the schedule. Anything that has not been cleared with you is marked yellow. Please come talk to Mari and tell whether or not that change is okay.
TREAT DAY ON FRIDAY!!!!!!!!! There has been a request to stop making the treats healthy...just sayin.
Thanks for all you do! You all work very hard and it is appreciated. This was a very long post, but all the information is very important. If you have any questions about this please come talk to Mari or Joel.
Thanks!
Wednesday, July 7, 2010
Monday, June 21, 2010
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.
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.
Wednesday, June 16, 2010
June 16, 2010
Standard Equipment
Starting now, everywhere but Mobile and St. Louis should be getting all standard equipment with standard definition programing. This means we give them 311s, 322s, 625s, and 512s with standard and 211s, 222s, 722s, and 612s with HD programing. Please ask if you are confused by this.
Columbus, OH
If somebody wants to be installed before Saturday in Columbus, you need to run them OE. If they can do it on Saturday or after, run them normal.
Starting now, everywhere but Mobile and St. Louis should be getting all standard equipment with standard definition programing. This means we give them 311s, 322s, 625s, and 512s with standard and 211s, 222s, 722s, and 612s with HD programing. Please ask if you are confused by this.
Columbus, OH
If somebody wants to be installed before Saturday in Columbus, you need to run them OE. If they can do it on Saturday or after, run them normal.
Tuesday, June 15, 2010
June 15, 2010
Whole Home HD for DirecTV
This is a new program that DTV is doing that hopefully all of you have heard about by now. This is how it works. A customer can get DVR on any tv in the house that has an HD receiver on it. It requires the customer to have an HDDVR for their primary receiver and then they can watch their recorded shows on any of the HD receivers in the house. This will not work on d12s or regular dvrs.
Remember that only with Choice Extra and above they get an HDDVR and 1 HD receiver for free. If they want any additional HD receivers, you will need to charge them $99 per receiver up front.
Having this service will cost the customers $3 a month extra. Make sure you make good, specific notes in the special instructions about this.
You can start to schedule these types of jobs everywhere but Mobile for Wednesday. You can start scheduling them on Mobile for Thursday.
This is a new program that DTV is doing that hopefully all of you have heard about by now. This is how it works. A customer can get DVR on any tv in the house that has an HD receiver on it. It requires the customer to have an HDDVR for their primary receiver and then they can watch their recorded shows on any of the HD receivers in the house. This will not work on d12s or regular dvrs.
Remember that only with Choice Extra and above they get an HDDVR and 1 HD receiver for free. If they want any additional HD receivers, you will need to charge them $99 per receiver up front.
Having this service will cost the customers $3 a month extra. Make sure you make good, specific notes in the special instructions about this.
You can start to schedule these types of jobs everywhere but Mobile for Wednesday. You can start scheduling them on Mobile for Thursday.
Wednesday, June 9, 2010
June 9, 2010
Fresno, CA
You can start scheduling Dish jobs under RS&I for tomorrow and DTV jobs under Perfect10 for Friday.
Incentive
As of yesterday, we are at 89, which means there have been 11 mistakes. This also means you are only allowed 4 more mistakes before we drop below the limit. If this happens, we will continue to count the mistakes through this week so we can see the total number of at the end and then we will start again on Monday.
We think you are doing a great job, so don't get down on yourselves. It's going to take a lot of detailed effort on every one's part to only have 15 mistakes in one week, but we know we can do it.
Distributor Change in Mobile
As you know, we are running all Dish jobs that want to be scheduled the rest of this week OE.
From now on, if we aren't running it OE in Mobile, you should be running it with Dish Network as the distributor.
You can start scheduling Dish jobs under RS&I for tomorrow and DTV jobs under Perfect10 for Friday.
Incentive
As of yesterday, we are at 89, which means there have been 11 mistakes. This also means you are only allowed 4 more mistakes before we drop below the limit. If this happens, we will continue to count the mistakes through this week so we can see the total number of at the end and then we will start again on Monday.
We think you are doing a great job, so don't get down on yourselves. It's going to take a lot of detailed effort on every one's part to only have 15 mistakes in one week, but we know we can do it.
Distributor Change in Mobile
As you know, we are running all Dish jobs that want to be scheduled the rest of this week OE.
From now on, if we aren't running it OE in Mobile, you should be running it with Dish Network as the distributor.
Monday, June 7, 2010
June 7, 2010
Hotel Rewards
Just a heads up, some sales reps may call in saying that they have offered a customer a hotel reward or a free nights stay in a hotel. In the event that this happens you must put in the notes that the rep is offering it to the customer and then send Joel an email with the sales rep's name and the account number.
Just a heads up, some sales reps may call in saying that they have offered a customer a hotel reward or a free nights stay in a hotel. In the event that this happens you must put in the notes that the rep is offering it to the customer and then send Joel an email with the sales rep's name and the account number.
Wednesday, June 2, 2010
June 2, 2010
OK City
When you start to qualify an account for OK City, the first thing you need to ask is when they want to get installed.
You will qualify it differently depending on when they want to be installed.
If need to be installed tomorrow, run it OE.
If they are around OK City and they need to be installed Friday, run it OE.
If they are around OK City and they can be installed Sat or later, run it with our installers.
Several reps are going out to a city about an hour and a half away called Garber. Steve Tackett is going to be the only one installing out there on Friday and Saturday. Make sure you are looking at your google maps and if it is in Garber or it's surrounding areas you MUST put it on Steve Tackett for Friday or Saturday.
Scheduling Mobile
The installers in Mobile can do up to 7-8 jobs per person per day. 2-3 tv configurations can be done in 1 hour. 4-5 tv done in 2 hours. 6 tvs done in 3 hours.
Qualify Nick Sorrell Under the Provo Office
Ethernet Adapters for Dish Cxs with Internet
Starting tomorrow, you will need to put in the special instructions whether or not the Dish cx has high-speed internet at their house.
We are going to start providing ethernet adapters to all Dish customers that have high-speed internet. This will allow them to access certain features on their receivers like on demand, etc.
If they are getting our phone, then they obviously have or are getting internet, but if they aren't getting our phone, you must make sure you are putting in the special instructions if they have it or not.
Those people that pull each night will then look at each Dish account's special instructions that isn't getting phone and see if they need to pull adapters for those customers.
How to account for the reps giving cx cordless phones
If the rep tells you the cx wants the phones, you need to ask if they have DSL. If they do have DSL, Linx provides the phones at no cost. If the cx has internet, but it isn't DSL, the sales rep can either sell it to the cx for $30 or we can take out $20 of the sales rep's back end check.
If the cx isn't paying for the phones, you will need to make a note in sattracks and then send Nate and email at nate@linxsatellite.com. Your email should include the account number, and that this rep gave cx cordless phones. Nate will then take $20 off their back end.
If the cx is paying for the phones, you will need to put it in the line items under cordless phones. It should add $30 to their balance.
Google Docs for Installer Priority List
Make sure you are going on to the Installer Priority List in Google Docs and checking which installers have priority.
Phone Questions
As you know, we have started asking the customers questions about if they have life alert or a security system. We need to adjust some things to those questions.
You still need to ask about life alert and we still don't provide our phones to those who have it.
You still need to ask if they have a security system. If no, we're great. If yes, you need to ask a couple of follow-up questions.
You need to ask if their security system is connected to their land phone line, or if it is connected to a cellular system. If they are sure it is connected to a cellular system, we're good to go.
If it's connected to their land line or if they aren't sure what it is connected to you need to do a couple of things.
Put in the notes the name of their security company and if they know how it is connected. You then need to email support@linxcommunications.com with the account number, name of the security company and that they aren't sure how their system is connected.
The phone techs will then do some research to see if we can provide our phones to that cx.
When you start to qualify an account for OK City, the first thing you need to ask is when they want to get installed.
You will qualify it differently depending on when they want to be installed.
If need to be installed tomorrow, run it OE.
If they are around OK City and they need to be installed Friday, run it OE.
If they are around OK City and they can be installed Sat or later, run it with our installers.
Several reps are going out to a city about an hour and a half away called Garber. Steve Tackett is going to be the only one installing out there on Friday and Saturday. Make sure you are looking at your google maps and if it is in Garber or it's surrounding areas you MUST put it on Steve Tackett for Friday or Saturday.
Scheduling Mobile
The installers in Mobile can do up to 7-8 jobs per person per day. 2-3 tv configurations can be done in 1 hour. 4-5 tv done in 2 hours. 6 tvs done in 3 hours.
Qualify Nick Sorrell Under the Provo Office
Ethernet Adapters for Dish Cxs with Internet
Starting tomorrow, you will need to put in the special instructions whether or not the Dish cx has high-speed internet at their house.
We are going to start providing ethernet adapters to all Dish customers that have high-speed internet. This will allow them to access certain features on their receivers like on demand, etc.
If they are getting our phone, then they obviously have or are getting internet, but if they aren't getting our phone, you must make sure you are putting in the special instructions if they have it or not.
Those people that pull each night will then look at each Dish account's special instructions that isn't getting phone and see if they need to pull adapters for those customers.
How to account for the reps giving cx cordless phones
If the rep tells you the cx wants the phones, you need to ask if they have DSL. If they do have DSL, Linx provides the phones at no cost. If the cx has internet, but it isn't DSL, the sales rep can either sell it to the cx for $30 or we can take out $20 of the sales rep's back end check.
If the cx isn't paying for the phones, you will need to make a note in sattracks and then send Nate and email at nate@linxsatellite.com. Your email should include the account number, and that this rep gave cx cordless phones. Nate will then take $20 off their back end.
If the cx is paying for the phones, you will need to put it in the line items under cordless phones. It should add $30 to their balance.
Google Docs for Installer Priority List
Make sure you are going on to the Installer Priority List in Google Docs and checking which installers have priority.
Phone Questions
As you know, we have started asking the customers questions about if they have life alert or a security system. We need to adjust some things to those questions.
You still need to ask about life alert and we still don't provide our phones to those who have it.
You still need to ask if they have a security system. If no, we're great. If yes, you need to ask a couple of follow-up questions.
You need to ask if their security system is connected to their land phone line, or if it is connected to a cellular system. If they are sure it is connected to a cellular system, we're good to go.
If it's connected to their land line or if they aren't sure what it is connected to you need to do a couple of things.
Put in the notes the name of their security company and if they know how it is connected. You then need to email support@linxcommunications.com with the account number, name of the security company and that they aren't sure how their system is connected.
The phone techs will then do some research to see if we can provide our phones to that cx.
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