Archive for February, 2012

It’s A Tough Job… by Ron Landry, Portland Market

Tuesday, February 21st, 2012

So, we all think of what could help boost morale… and when something goes wrong, you wonder, “What am I going to do to earn back this customer’s trust?”

Well, a scenario like this played out on this 4 box job in Gorham, Maine today, in which a customer was very upset and didn’t want anything done due to some frustration and poor customer service.

Our Tech Arborio and DST Francis would not let it go at the home, they were tag teaming on DIRECTV to get the order built correctly to an 8 box with a DECA.

It took 2 hours to get the order taken care of, which, to me, is above and beyond what is expected from a Technician.  In short, the customer threw another curveball at the guys and told them he only had 2 hours to get it done now.

Well, 2 calls were placed, one to Tech Borden, who just left a job with me in Saco. He headed right over, along with DST Moody, who was in Newfield. In all, the 4 guys were able to put such a smile on these customers’ faces and save another installation and customer. In talking to the customers during the install, they were so besides themselves that people actually care about their needs in this industry, had such a high level of team togetherness, and made it all happen in less than 90 minutes.

The customers advised they will be with DIRECTV for a long time, simply due to the consideration our Techs showed that they are valuable customers to DIRECTV.

Asking me if this is something that happens daily, I couldn’t lie, and advised with a big smile that there is no team like Maine, there is no job these guys will not tackle, there is no such thing as “NO” in their mindset. They agreed, and were just very happy with everything. When Tech Arborio advised they even ran a new line to their modem, as they were complaining their internet was going out constantly and the new line should make a difference in their endeavors with internet, the smile was lit up even more.

So, in all, I’m a very impressed, very happy Sup, and can honestly say it was so nice to see DSTs and Production guys on the same level just getting it done.

Thanks,

Ron Landry

Great Job – Matt Magelitz

Monday, February 20th, 2012

Nominated: 02/19/2012  Location: Bloomington

Dear Sir, I had the pleasure of meeting one of your installers, Matt Magelitz. Matt does a very good job of representing DIRECTV. Matt called about 20 minutes from arriving, came to the door clean, well mannered, and showed me his company ID. Matt came in and looked at what work was to be done. He found some old cable he said would work OK, but when I got my new HDTVs it would not have the quality picture that DIRECTV can deliver, so he replaced it. I work as a lineman on high voltage lines and understand that he took his job and service of your company very seriously, and I did like this. He went beyond his duty to help me understand the remote and how to use it. I told him I had a friend that has DIRECTV and was not happy, he took the time to call him and try to help him with who to call. My dad was interested in a mirror service add-on and called it in and requested Matt. He showed up the next day (by DIRECTV’s orders) and completed it. My dad was very impressed with Matt and the job he did for him. Matt is an ASSET to DIRECTV. I hope I am as happy with DIRECTV as I am with the man you sent to install it.

Thank you, and have a good day!

Dale P.

Bloomington Market Area

Great Job – Cody Miller

Thursday, February 16th, 2012

Nominated: 02/16/2012  Location: Bloomington

​We just had our DIRECTV serviced by Cody Miller. We want you to know that he was very thorough, polite, and well spoken. We appreciate the time he took to explain the things we didn’t understand. He want above and beyond in his job.

Connie and Robert

Nominated: 02/14/2012  Location: Bloomington

I had a service tech come today – Cody Miller. As a business owner myself, I know how much you can hear the complaints. However, I would like to commend your company for the outstanding service that I received today. I hope that you realize how much of an asset he is to your company.

Sincerely,

Colleen

It’s A Tough Job… by Josh Price, Lexington Market

Monday, February 13th, 2012

What it seemed like:

Let me tell you the story of Multiband today…. While taking a phone call Shelly Pearson was viciously attacked by a mouse! First the mouse did a dance on her boot, reminiscent of the WB Frog. Suddenly Shelly jumps out of her chair, screaming as if she had been shot, attempting to run away, but falling due to the mouse tying her shoelaces together. As she made her way up, to the other side of the room, standing on a chair. But alas the mouse had died, scared to death. Or maybe it was deaf? The scream was so loud that Wendy’s down the street called to make sure all was okay. Lesson learned? Shelly should never go to Disneyland.

What actually happened:

The real story is that Shelly Pearson looked down while on a call in our tracking office and saw a small mouse run across the floor. Shelly is very scared of mice. So after screaming and standing on a chair to get away from it, Bonnie Wood picked up the mouse and took it outside, putting it back in the wild. This is one of those few times where being a tracker was a tough job, because everybody had to calm down after the blood curling scream that was let out. But everybody got back to work and had a great Saturday.

Multiband February Associate Appreciation Day

Friday, February 10th, 2012

We appreciate what you do.

Enjoy good food cooked by your managers!!

Market locations and times are as follows:

Traverse City: 03/01 at 6:00 am

Grand Rapids: 03/01 at 6:00 am

Detroit: 03/01 at 5 – 9:00 am

Portland: 02/29 at 11:00 am

Houston South: 02/29

Indianapolis: 02/29 at 2 – 9:00 pm

Bloomington: 02/29 at 12 – 5:00 pm

Bangor: 02/24 at 6:30 am

Baton Rouge: 02/29 at 4 – 10:00 pm

Davenport: 02/24 – 26 at 7:00 am

Cincinnati: 02/24 at 12:00 pm

Beaumont: 02/29 at 3 – 5:00 pm

Tyler: 02/28 at 5:00 pm

Cleveland East: 02/29 at 4 – 7:00 pm & 03/01 at 6 – 8:00 pm

Houston Central: 02/29 at 4 pm

Lafayette: 02/29 at 3 pm

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