Posts Tagged ‘portland’

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 – Domekin Francis

Wednesday, September 26th, 2012

Nominated: 09/18/2012  Portland

Earlier today Mr. Francis was sent to repair my DIRECTV service. He spent a great deal of time, energy and patience in determining what the problem is with my PPV ordering service. I cannot tell you how impressed I am with the diligence he took to find the problem and the respect he took to explain all the issues going on and what can be done to rectify them. I also was very impressed with the respect he took entering and leaving my home several times throughout his time here, making sure he used booties each time. He also was very conscientious to initially show his ID upon arrival, lending a great deal to safety in these strange times. While service calls can be very annoying, I cannot say how nice and refreshing it was to receive such great service when the situation was very frustrating. Please congratulate him on the personal pride he takes in his work, and in the positive image he presents for your company. Such customer service certainly deserves recognition.


Portland Market Area

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Multiband May Associate Appreciation Day

Tuesday, May 15th, 2012

We appreciate what you do.

Enjoy good food cooked by your managers!!

Market locations and times are as follows:

Bloomington: 05/31 at 12:00 – 6:00 pm & 06/01 7:30 – 10:00 am

Davenport: 05/31 & 06/01 at 8:00 am

Indianapolis: 05/31 at 5:00 pm

Lafayette: 05/31 at 4 – 10:00 pm

Tyler: 05/31 at 4:00 pm

Portland: 05/31 at 12 – 7:00 pm

Bangor: 05/25 at 4 – 6:00 pm

Burlington: 05/31 at 1:00 pm

Beaumont: 05/31 at 5:00 pm

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Sometimes It’s A Tough Job… by Jim Mann, Portland

Tuesday, May 1st, 2012

This is my first tough job. I have been out of training since January of this year and I’m guessing this won’t be my last.  On April 14, I was already running late. Being in contact with the customer, she let me know that dispatch and I were calling a business line and not her house. I let her know that I should be there around noon, being an 8-12 I was nervous running late the way I was.

As I arrived I got out of my van and walked over to the back door to greet the customer. I showed her my ID badge and she was clearly concerned and upset. She told me that the order was probably wrong cause she wanted to switch an existing account into her name.  She was irritated that DIRECTV would not just do that and she had to create a new account. I told her that I was there and I would make everything alright by the time I left.

After we had our 45 minute conversation, I started doing my site survey. I went outside to see that the existing dish was not bonded, there were barrels in the line from where the last tech there extended lines 10 feet from an older 18×20 dish, so this all had to be fixed. I then told the customer what needed to be done outside and asked to see where all the lines came into the home. She brought me in the basement and it looked that every time someone had cable or satellite they ran new lines and left the previous ones there.

Again, the customer made it very clear she was not remotely impressed with how things were down there. She pointed out where our equipment was put this time and repeatedly told me she is at the point that she doesn’t even know if she wants anything else because of the mess that was there already. I told her again that it was me there and I would make sure she was happy by the time I left — no matter how long it took, I would clean it all out so we would be starting with nothing there. She told me again that she’s not sure if she should even bother, I affirmed that it wouldn’t look anything like that when I was done.

After 4 hours of removing line after line and splitter after splitter by the time I finished I had close to 500 feet of line, 7 splitters, a power pack, and more zip ties that we have in our warehouse. I brought her down to show her the progress and it was the first time I saw any positive emotion to her new installation.

I mounted my dish, ran a new single line to a 4 way splitter, hooked up my ground and started activation of my 3 receivers. She let me know that she was extremely happy with the final results and she repeated what I had been saying to her all day long for the 6 hours, “You said I’d be happy by the time you left and I absolutely am! Thank you so much!” As I was leaving, she could not be happier with the job that I did.

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.


Ron Landry

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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