Archive for March, 2012

Great Job – James (Jim) C. McPherson

Thursday, March 29th, 2012

Nominated: 03/26/2012  Cincinnati, OH

I wanted to leave some feedback on an installer that came to my new home today. I moved from Kettering, Ohio down to Cincinnati, Ohio and nothing over the last week has gone right for us. I could get into it all but it’s not important. Your (DIRECTV) installer called my cell at about 20 minutes until 12 (my install time was between 12-4) to tell me he’d be here at noon. He showed up a few minutes before 12:00 and was very personal and professional. He told me his name was Jim (Tech ID 38410) and wanted to walk the home with me to get his “game plan” together. We walked and I explained what all I wanted to do, but wasn’t sure if it could be done. He gave some suggestions and I was very hopeful it could all work out. The job overall should really have only taken 2-3 hours at the most. Most installers I’ve dealt with were concerned about getting it done and moving on quickly. Jim spent a lot of time educating me when I asked a question about something. I almost could set up my own system and now understand it very well! The install I was hopeful for went even better because of his great suggestion and he even cleaned up the wires the Time Warner Internet installer left all hanging over on the side of my home and made them look professional!!! He ended up leaving my home after 5 pm, a 5+ hour install that could’ve taken much less time. I really felt Jim was all about the customer experience and I can’t think of too many people that would state they had a great experience with an installer. I just recently read a book called How to Win Customers and Keep Them for Life by Michael LeBoeuf and Jim is doing a lot of those things well. My job title is district manager and I deal with people every day, and mostly hear the horror stories or bad experiences a customer had with one of my employees. I just wanted to tell somebody out there that Jim went well above my definition of “satisfaction,” I’m genuinely happy. This is the first good thing that’s happened to us with our move this week. Thanks a lot Jim!

Charles

Cincinnati Market Area

Multiband March Associate Appreciation Day

Friday, March 23rd, 2012

We appreciate what you do.

Enjoy good food cooked by your managers!!

Market locations and times are as follows:

Fargo: 04/26 at 11:30 – 12:30 pm & 3:30 – 4:30 pm

Evansville: 03/31 at 3:00 pm & 04/02 at 5:30 am

Lexington: 03/30 at 2:00 pm & 03/31 at 2:00 pm

Louisville: 03/31 at 2 – 9:00 pm & 04/02 at 7 – 10:00 am

Cleveland West: 03/31 at 3:00 pm

Shreveport: 03/31 at 5:00 pm

Memphis: 03/31 at 6:00 pm

Paducah: 03/31 at 3 – 9:00 pm

Tyler: 03/31 at 4:00 pm

Burlington: 03/31 at 1:00 pm

Boston North: 03/31 at 1:00 pm

Boston South: 03/31 at 3 – 8:00 pm & 04/01 at 6 – 9:00 am

Piscataway: 03/31 at 12:00 pm

New Hope: 03/30 at 11:30 – 2:00 pm

St Louis: 03/30 at 12:00 pm

Raleigh: 03/30 at 6:00 pm

Fayetteville: 03/30 at 5:00pm

Key West: 04/01 at 1:00 pm

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Great Job – Jeff Johnson

Thursday, March 22nd, 2012

Nominated: 03/19/2012  Bloomington, IL

On March 12, 2012, a service representative from your company came to my home to install the DIRECTV Whole Home DVR system. I would like to take this opportunity to commend this service technician, Jeff Johnson.

We have had numerous service technicians for DIRECTV come to perform requested service over the 5 years we have had DIRECTV, and none have performed in such a professional manner. The original installation placed our dish on the back of our house near the roof and ran all of the necessary cables ( 2 DVR receivers and 2 HD receivers) straight down from that location, crossing the siding and running along the side of a bedroom window, to approximately 1.5′ above the ground and then ran them horizontally along the back of the house to their points of entry into the house for each receiver. This installation was very unsightly and has bothered me since it was installed. Jeff secured the dish mount (Evidently broken over time from high winds), rerouted the cables so that they are barely visible and secured them so that they will not become entangled in landscaping. Jeff was very knowledgeable and thorough in his work. I am sure he had other calls to make in addition to our installation, but he took pride in doing the job the right way no matter how long it might take. In my opinion, our DIRECTV had not been installed properly from the beginning and Jeff was the only technician ever to service our DIRECTV that took the time to do the job right and correct the original installation. Jeff answered all of our questions concerning the Whole Home DVR operation and made sure that all equipment was operating properly before he left. I did receive an automated call from DIRECTV after the service call and gave the service I received a rating of 10, but felt this was not nearly enough to express my complete satisfaction with the service I received. DIRECTV could use a lot more service technicians like Jeff Johnson.

Please feel free to contact me, and Thanks for a Great Job!

- Robert B., Bloomington Market

Sometimes It’s A Tough Job… by Pete Budner, New Hope

Tuesday, March 20th, 2012

On 2-16-12, I was contacted by Multiband receptionist, Suzanne Hemping, advising a customer – actually the entire family of four – was physically present in the New Hope, MN Multiband lobby requesting to speak to me about a billing problem experienced while the customer was traveling to their homeland in the Philippines.

The customers, an elderly couple, had left their Minnesota home to vacation in the Philippines, and designated their adult daughter as caretaker of their affairs while away. Unfortunately, the Multiband bill had gone unobserved and unpaid resulting in the suspension of their DTV programming. Following recognition of the service suspension, the daughter arranged for a technician visit to restore the service, but the scheduled technician was delayed resulting in lost wages and aggravation for the daughter. The customer was also disputing the charged $65 dispatch fee because of a misunderstanding regarding the Multiband Protection Plan (TPP). The customer was frustrated to the point of discontinuing their relationship with Multiband – in favor of a competitor.

After listening to the customers explain their frustrations and researching the Multiband service records, it was clear there was a series of misunderstandings and poor communication – with both parties culpable. To reestablish goodwill and retain the customer, I agreed to restore the service and waive the $65 dispatch fee while adding TPP to their account for security against any future service calls. The potential long-term revenue from a proven reliable customer (Premium DIRECTV programming, Multiband SURF and the TPP charges) more than offset the waiver of $65.

The customer left satisfied, the account was retained by Multiband, and the monthly billing was increased due to the addition of TPP. I am confident Multiband will have a long-term relationship with this customer and the final positive outcome will be shared by the customer with friends and family.

- Pete Budner, Sales & Support Center Manager

Great Job – Brian Kent

Monday, March 19th, 2012

Nominated: 03/15/2012  Location: Davenport, IA

​I just wanted to let you know that Brian was an exceptional installation tech. Where we live we needed to have the parts for the dish to cover up to 4 apartments to please the landlord. This is a 110 apartment complex and he does not want 110 dishes put up. When I called and placed the order with DIRECTV I had given them this information and they said that wouldn’t be a problem. The morning of our installation, I had talked to the lady who was confirming our appointment and I was informed that customer service at time of the order had put it in as a residential and did not refer me to the multi-unit department which is who I needed to talk to, and the techs were only allowed to install single unit dishes not a multi-unit dish. So when Brian had gotten here, my husband had gone out to talk to him and told him what our problem was and he told my husband that he would talk to our landlord about our installation to make him happy and make a phone call to his supervisor and see if there was anything that he could do to get our service up and running for us. When he knocked on the door after the conversation he said he was going to get us installed and that the pieces he needed were being brought to him so that the dish would work for the 4 units like the landlord wanted. He did everything that he could and actually had to sit and wait for the parts to be brought to him. When the other parts arrived, Brian and Jason had worked on it together to get it completed as quickly as possible so he could continue on with his other 4 appointments he had that day. I have never had a tech from any other company that came in to my home and was as professional and helpful as he was. Brian was an absolutely AMAZING person to deal with and I wish if I ever had a problem with my service that I could request him to be our tech to come and fix our problem. DIRECTV should feel pretty lucky to have such a great, helpful, and professional person working for their company. I wish more techs could be like him and I have had some very unprofessional and rude techs from several different companies and types of techs in my home throughout my lifetime. My husband and I could not have been happier with Brian.

Thank you again!!!!!!

Tammy

Davenport Market Area

Great Job – Daniel Brown

Thursday, March 15th, 2012

Nominated: 03/13/2012  Location: Louisville, KY

After speaking to you and the supervisor in case management, I am sending you this email.  On Wednesday, March 7, 2012, Service Technician Brown had arrived at my home prepared to reset my satellite dish which had a low signal. He properly covered his shoes and was very polite. He listened to what was wrong and responded in detail to what we were telling him, he listened. We’ve had high-definition since June 27, 2008 and have complained to two other technicians telling them we don’t see a difference between regular stations and HD. He was the first one to first check the guide, telling us that it should only show HD channels, not both standard and HD. He corrected it saying this could cause a problem with us getting a clear signal. Then he investigated our HD and our receiver was never set up for HD resolution from the install date. This was correct in a few seconds and now our picture is totally different,  then he corrected our dish settings on our roof. We can now get what we are paying for instead of canceling it. This gentleman was a remarkable employee and I want to recognize him. I wish all technicians were like him. Please put my email in his file or process it so your company will know how valuable he is. If there is anything else I need to do, please contact me.

- Customers Mary, Mark & John

Louisville Market Area

Great Job – Derek Stevens

Friday, March 9th, 2012

Nominated: 03/08/2012  Location: Davenport, IA

While conducting QCs on the 7th of March, Operations Manager Sam Pruett left a business card with the customer of an AT&T job.  Today, he received an email from this customer.  It is always great to receive positive recognition on our technicians:

Just a note to tell you how pleased I was with the installation of my new DIRECTV service.

The technician, Derek, did a great job. He was very courteous and professional in manner and appearance. He took time to explain the service to me and kept me informed as to what he was doing. He took care to be sure the installation was up to code.

When he left, I noticed some wiring outside that I thought should be done a little differently, he came back and fixed it and was very nice about it. He didn’t make me feel that it was an imposition or anything.

You should be proud to have such an outstanding employee in your service.

Thank you-

Chris

Davenport Market Area

Great Job – Micah Gilbert

Thursday, March 8th, 2012

Nominated: 03/07/2012  Location: Cincinnati, OH

Good morning!

I had my DIRECTV set up this morning with Micah. I just wanted to make sure he gets the praise that he deserves. He arrived on time, he was very professional, and he was quiet and efficient when he was here. I didn’t feel like my morning routine was being interrupted at all. He made sure he went through everything on the remote and with the TV, and knew all of his information.

I know you don’t get the good emails very often because people often times do not think about it, but Micah was truly a pleasure to work with.

Thank you and have an excellent day!

Lindsay

Cincinnati Market

Congratulations Grand Rapids Dispatch Winners!

Monday, March 5th, 2012

Congratulations Grand Rapids Dispatch Winners!

The Grand Rapids Dispatch first shift team delivers great service every day.
The Grand Rapids Dispatch second shift team pulls together to get the job done.
Celebrating with a pizza party!

Congratulations to the Grand Rapids Dispatch team
for earning the highest service levels for three consecutive quarters!


The team’s relentless work ethic and
commitment to world-class customer service have not gone unnoticed.


Great job, Grand Rapids Dispatch!