Posts Tagged ‘great job’

Great Job – Portland Market

Friday, October 12th, 2012

Nominated: 10/03/2012  Portland

-Paraphrased from an Original Customer Letter-

HSP Analyst Razvan Tomsa forwarded a great email complementing the excellent service work from the Portland Team.

Superior Customer Service is not just a Goal, it is a Promise

This is the kind of letter that I am most happy to write – I had a service issue that I called in. On the day this service was completed, I returned home and my televisions worked, the receivers worked, my satellite dish didn’t cut out on me, and my wife had left me a long note, blown away by the professionalism. I do not know what the charges for a service call are, but what it meant to me can’t be expressed in monetary values, though I would gladly have paid the fee.

Yes, I complained about my service when I thought it was deserved, but I would much rather rave about my experiences after. The manner in which the service was handled could not have been more professional. DIRECTV and the gentlemen that came to my home exceeded my expectations – not an easy accomplishment after the mood I was in, but rest assured, I will always hold DIRECTV in the highest regard.

I appreciate the service and follow-up calls I received. Specifically, Jerry Reynolds, Tammy, Chris Knight, Anthony Baker, Mike Leslie – all of you, thank you very much!

Chris Knight, Site Manager - Portland, Maine

Pictured left to right: Jerry Reynolds, Mike Leslie and Anthony Baker

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Great Job – Chad Carter

Tuesday, October 2nd, 2012

Nominated: 09/20/2012  Traverse City

Good morning, Jake

I wonder if I can ask one more favor. Would you see that the right person gets these comments about the service Multiband’s Chad provided on Sunday morning, September 13th? He told me to expect a customer service call, which I haven’t yet, and I want to be sure the company knows what a fine representative Chad is. Since I don’t hesitate to complain when I encounter poor service, I want to be sure his excellence is acknowledged.

He called to let me know he was coming, showed me his credentials, listened carefully to my questions and answered them fully, found some issues with my current installation that hadn’t seemed to be a problem, efficiently installed the new equipment outside, covered his feet when came in the house to finish, carefully explained what he had done and what he needed me to sign, and again patiently answered my questions, leaving me his phone number if there was anything not clear after he left. That last was important to me because I’ve had service calls in the past where things went wrong and I didn’t know who to call or had to wait for regular service hours.

Chad was professional, friendly and very helpful. I’ve been a DIRECTV customer since 1998 and have had several technicians make service calls since then. Thanks for your help.

Guy

Traverse City Market Area

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Great Job – Timothy Beeney

Friday, September 14th, 2012

Nominated: 08/31/2012  Bloomington

Dear Stephen,

Hello. My fiancé and I, Phillip, have been DIRECTV customers for about a year and a half. Lately, we’ve been having a no signal problem. Well your employee, Tim Beeney, came in and went above and beyond what we asked for. We were seriously thinking about going back to Comcast, and he totally diverted us from that. We are especially grateful for his service and want him to be accommodated properly. We tried to buy him dinner for his service, but he graciously declined as he had another job to go to after us. Again, we appreciate everything he did for us!

Sincerely, Kristina

Bloomington Market Area

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Great Job – Alexander Exposito

Friday, August 24th, 2012

Nominated: 08/20/2012  Boston South

My name is Rebekah and Alexander Exposito recently installed DIRECTV at my condo. I just wanted to let you know how pleased I was with the service. He had to come out on two different occasions but did not express any frustration. He was very professional and courteous at all times and his work, which required running a cable through a window and across a room, was very high quality. The installation could not look better. Most importantly, he took the time on both of his visits to listen to my specific situation and got a thorough understanding before jumping into any work that I might potentially disapprove of. He also explained his thoughts about the installation very clearly and helped me to understand and was sure not to begin work until I completely understood and approved. He was able to do all of this in a timely manner and completed the installation itself in a timely manner. While I understand the need to complete a job in the smallest amount of time possible, his effective communication actually saved time since there were not misunderstandings which would have later required correction (with my previous technicians I had this issue). I just wanted to let you know how pleased I was with the service.

Thank you,

Rebekah – Boston South Market

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Great Job – Joshua Chadwick

Friday, August 17th, 2012

Nominated: 08/17/2012  Bloomington

Hello,

My name is Mario. I had requested service from DIRECTV and that appointment was a week ago, 8/9/2012.

The service I received was excellent. The man you sent out, Josh Chadwick, did a great job. He was thorough, he explained everything to me, and he went above and beyond what I had requested service wise by noting several things that previous installers had done incorrectly and taking care of it.

He took the time to do things correctly, and made sure in the end that the service was at the highest levels.

I asked him to provide me his supervisor’s contact information because I wanted to make sure that I was able to express the fact that he did such a great job to that supervisor.

Please let me know if there are any further details or clarifications I can provide. Thank you for training your staff to provide such excellent service! It is part of the reason that I am such a loyal DIRECTV customer.

Thanks for your time,

Mario-

Bloomington Market Area

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Great Job – Phillip Martinez

Wednesday, August 1st, 2012

Nominated: 08/01/2012  Bangor

I wanted to take a moment and write a quick email to commend one of your employees – Phillip Martinez.  We are renting a home on Mount Desert Island in Maine and the TV satellite was not working.  There are 8 of us and we were hoping to watch the Olympics.  We called for Service on Sunday and scheduled an appointment for service on Tuesday at 4pm (nothing available on Monday).  Not the way I wanted to spend my vacation, waiting for the repairman, but the story has a happy ending.

Phillip renewed my faith in the average person and a good work ethic.  The appointment block was from 4pm to 8pm and he arrived right on time, a little early actually.  We were receiving a 711 error code (no signal).  He did some initial work to improve the signal but it was unsuccessful in improving the signal reception to acceptable standards across the board.  He had a picture at this point which to us was “good enough”, but he was determined to get acceptable numbers across the board.  He said this was necessary to close out the ticket.  He continued with his efforts pruning selective branches that were impacting the signal.  He had a good line of sight from the dish to the satellite but was missing on 1 number.  After some additional fine tuning and a few calls, he ultimately determined it was a bad dish (or component of the dish).  He stayed committed to the job well after dark and completed the job successfully with a dish replacement.  He had a 2 hour drive home after our job.  We shared some dinner with him when he was done and signed-off (our thank you to him) and he headed home.

I simply wanted to say thank you to Phillip and I hope this email will gain him some acknowledgment by your company.  I have often had utility company employees do work in my own home that is “good enough” but certainly not a “job well done”.  Phillip exemplified a job well done.  I will plan to call his direct supervisor and pass along my thoughts but I also wanted to make sure that your human resources group was aware of this positive interaction with a Multiband employee.  Thanks for your time.

Randy

Bangor Market Area

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Great Job – Cody Miller

Wednesday, July 18th, 2012

Nominated: 07/18/2012  Bloomington

I wanted to let you know about a technician that came to my house. Not only was my problem fixed in 20 minutes, but he also fixed other stuff that I didn’t know was a problem. My coax cable was run under ground and was not grounded. He pulled the old coax and ran new, and then he grounded it all. After that he made sure all receivers worked and we started talking about On Demand. He said it was pretty cool and would only take a few minutes to connect. He connected it and noticed that I had a HD receiver in the bedroom. He asked me if I wanted to view my DVR programs upstairs. And I said that would be great. He was done with that in about 5 minutes. Thank you for sending a knowledgeable technician out. He really cared about what I wanted from the service and didn’t care that it took extra time. His name is Cody Miller Tech.

Thanks,

Adam Lush

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Great Job – Matt Magelitz

Monday, July 2nd, 2012

Nominated: 06/28/2012  Bloomington

Mr. Mandel:

I switched from a competitor to your system this week and I just wanted to drop you a note and tell you how impressed I was with your installer, Mat Magelitz.

Matt took the time to do the job right and to explain the system to my family.

I have served as a member of the Illinois House of Representatives for the last 11 years and am used to dealing with the ups and downs of the general public.  I understand how valuable both positive and negative feedback can be.

With that in mind, I think it’s important to let you know that you not only have a good employee, you have a good ambassador.

Thanks,

Jim

Bloomington Market Area

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Great Job – Michael Winkler

Friday, June 29th, 2012

Nominated: 06/29/2012  Fayetteville

During post calls, I spoke with a TWC customer’s mother named Judith. She was there to during the installation of services to ensure it was completed, but lived in a different building of the complex. She was confined to a wheel chair and had a hard time commuting between the two buildings. Judith stated that the technician was extremely professional, verified and explained all services to her before leaving. He then took the time to escort her back to her apartment; which she expressed over-the-phone how grateful she was and wanted to make sure he was recognized for above and beyond customer service.

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Great Job – David Moreland

Monday, June 11th, 2012

Nominated: 06/06/2012  Davenport

On June 6th, the following email was sent to our Service Manager in regard to one of our valued technicians here in Davenport.  Fantastic job Dave!!

Dear Kyle,

I just wanted to send you an e-mail regarding your DIRECTV installer Dave M.  Dave visited us on 6/6/2012 to correct a problem with the dish signal.  Dave was very professional, kind, and answered my questions with courteous words.  I am very pleased with the work that was performed.  Thank you very much.

.

Thanks,

Wade

Davenport Market Area

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