Meeting Notes 1/23/2018
Power point presentation by Tim:
Billing and Credits:
- Custom charges and credits no longer exist.
- Charges are added via the “Submit Service/ One-time Charge” option
- Credits are added via “Submit one Time Credit” option
- If customer has a discounted install, installers need to charge out all services first, then go back and add the credit so there is a trial of the charges.
- Business installs carry a different charge and are taxable, while residential installs are not
Scheduling
- Job notes need to be clear and contain all needed info
- Plan selection, contract info, rental fee, router, any fees or promotion info, house information (metal roof, single/two stories)
- Installers go out with the intent to install.
- Site surveys are now $40 and used only in special circumstances.
- If they decide to install, the $40 will be applied towards the install (not the monthly service or parts charges)
- Someone needs to be home for all service calls to prevent installers from repeat visits
- Installers work in certain areas, Jon will go to Baycom 1x a week (usually Tuesdays), Alex and Billy will fill in time in Baycom as needed (not more than once a week for both).
- Rick will be extra support in the Baycom area; will be starting with slower hours, currently just Saturdays.
Contract and Agreements
- Everyone needs to sign something at the time of install/upgrade, at least the Terms and conditions of service
- 1 or 2 year contracts for all customers- $10 rental for all contracts options
- If customer doesn’t want a contract then they don’t need one (they will need to sign TOS agreement). This will keep us competitive within the market.
- Tim is considering a discount for customers who sign a long-term contract (3 year), would not advertise, only used as a hook for getting customers to sign up. Thinking of doing $15 off monthly price. –Negotiation tool only
Sales and Cancellations
- Every call has the potential to become a sales call
- If customer is on older plan, encourage to switch to 450.
- Able to offer customer special pricing to get them to move up (free upgrade, Terms of Service contract, 1 year contract, if they want to stay at the same pricing try offering current plan price + 10, if that’s a no go, then offer same pricing as current plan)
- Getting customer to move up in plan saves them from becoming a cancellation later on.
- Encourage going with a 10mbps or higher plan; 5mbps will just barely be enough for 1 video at a time.
- If they want to cancel, get to the core of their issue (slow speeds? Monthly pricing? Router issues?) this may be time consuming, but it will help you customize an offer for them
- Don’t stop at one cancel save offer try several. (free upgrade, free month of service, reduction in monthly pricing, price match or move up to 450 for same monthly cost), Some income is better than none.
Tech Support
- Have confidence in what you are saying, if you sound sure of what you are saying then the customer will be too
- Breakdown what you are going to do to fix the problem for the customer
- Don’t use rebooting as a quick fix. If they have called in multiple times for the same issue, work with them to find the root of the issue.
- If they are on an old plan try an upsell, moving them up to 450 will help reduce their issues
Routers
- Carry a $40 set up fee and are $6.99/month ($40 helps to offset the long term cost of the router)
- Are bridged and thus treated similar to a business account and have a larger NAT table
- The managed routers are a worry free solution for customers. Allows us to do further trouble shooting, and will be replaced 1x a year for free. Without managed router we can’t tell if they have an issue outside our equipment
Other
- We will be adding more to the KB, allowing us to streamline procedures.
- Phone numbers need to be classified correctly within accounts- mobile numbers will be used in the near future for sending texts letting them know when installers are on the way, when billing is due ect.
- Sajan discussed how to add alert banners and tags to accounts. Discussed importance of accounts being uniform for reporting purposes