Motivating Your Team the Easy Way

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Motivating Your Teamthe Easy Way

• Carol Jagger
• Area Manager, Northeast Ohio Division
• Time Warner Cable

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Motivating your Team the Easy Way

• Use one tool that is easy to administer and that
  encourages your team
• To sell services
• To improve attendance and performance
• To seek recognition that comes with being star
  employees

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Goals for Program

• Motivate all employees to offer services
• Easy to launch, understand, administerand track
• Generate and keep interest of team for at least
  90 days
• Ease/flexibility in changingfocus
• Cost Effective and FUN!

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Challenges for Program

• 50 employees in 6 locations
• 80 of employees are technicians
• 50 with 10 years seniority
• New marketing plan with no traditional discounted
  campaign offers
• New policy of tougher collection scheme for
  non-pays

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Heres the Program

• Beginning April 1, 2001, Customer Service Reps
  Technicians were given DIGITAL DOLLARS for sales.
  
• They could then go in to a special website and
  make purchases that would be delivered to them by
  their supervisor.

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Lets Go Shopping!

• www.digitaldollars.org

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Here are the Results

• Technical Sales from 2000 2001
• Increased New Sub sales by 40
• Increased Non-Pay Saves by 4
• Increased Upgrade Sales by 216

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More Results

• Technical Sales from 2001 2002
• Increased New Sub Sales by 40
• Increased Non-Pay Saves by 5.7
• Upgrade Sales went down 39 over last year, but
  are still up 93 from 2000

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Why Did It Work?

• Talk, talk, talk! Build excitement from the
  start
• Flexibility galore
• Immediate gratification
• Find out what types of merchandise will motivate
  your team and give it to them
• Send the digital dollars information home and
  getthe family involved

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What Happened Next?

• Non-sales incentives added to program with
  quarterly report cards
• Perfect attendance
• Repeat Service Calls within 30 days
• Installs followed by Service Callswithin 60 days
• Completion Rates
• Productivity/Efficiency
• No vehicle accidents/property damage
• Independent study

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And Then What ?

• Satellite Dish Locate Program
• Over 3,000 addresses with satellite dishes were
  added to our database in 60 days
• Adding Serviceable Addresses to Database
• Added over 275 homes to our database in the
  Mansfield area alone in a 60 day period

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Wait, Theres More!

• Converter Modem Retrieval Project
• One CSR in an outlying office was responsible for
  recovering 746 converters in less than six months
• She also recovered 79 modemsin 60 days
• She reconnected over60 customers!

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Unexpected Benefits

• Attendance
• Perfect attendance for group was32 for 2001 and
  is currently at50 for 2002
• Efficiencies
• Internet self-installs are double in our area
  from areas not in the program
• Employee Churn
• Not one single Mansfield area employee in the
  program has resigned since the program started!

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Questions?