Kapton Tape

Ever seen this?  It's a heat resistant tape used on thousands of electronics and can withstand up to 400 deg Celsius.  That is some seriously high heat.  Jonathan Holt has found this tape to be extremely useful when doing reflows.  Thanks Jonathan!

What does a pirate say when he is troubleshooting an iPhone?

"I know me five R's!" of course... badut, chu...!

Screenshotting with the GS3

Are you frustrated with the GS3 Screenshot swipe method?  Is the screen shifting when you are taking screenshots due to you having to drag the edge of your palm across the TSP?  Well have no fear, just turn that gesture off and look at these uber-easy instructions:

Taken from http://www.androidcentral.com/how-take-screen-shot-samsung-galaxy-s-iii

Saving a screenshot on the Galaxy S III: Method #1

There are two ways to capture a screenshot on the Galaxy S III; neither of them are the same as previous Android devices. For method #1, think iPhone – that is the button combination that will work on the Galaxy S III.

•  Find the screen that you want to  capture
•  Press and holdboth the Power button and the Home button together
•  Screenshot will be captured and saved to the Gallery app

Fit to be Pied!

This morning we had our Q3 Town Hall Meeting and Amanda Wainscott from Frankfort did the honors of pieing Justin in the face.  Congrats to Frankfort for being #1 in the district in Big Audio!

Anyone Know Who This Is?

He is the only one I know who can pull these pants off...

Q3 Meeting

Had a fantastic meeting this morn with the KYSOIN!

Tech Spotlight: Lindsey Gilliss

Ms. Gilliss is the focus of our Tech Spotlight this time for more reasons than her mad skills at finding the most awesome purses in the world.  Don't be fooled, this Tech Spotlight has some real gems of wisdom that maybe will help some to know that TC's are driven, motivated individuals who like to shake things up a bit. Lindsey has had experience with Sprint in multiple markets.  She has quite a tenure with Sprint, and in Q1 2012, she was our Top Gun on the TC Scorecard in the KySoIn district.  Her knowledge is deep, and her work ethic is one that cannot be overlooked. So without any further ado, let's get into the interview.

What is the best thing about working for Sprint?
The People.
The people...All the people?  Like everyone?
Well, most of them.  The majority of the people I talk to are fun to be around.
What is the most enjoyable thing you do at Sprint?
Making sure our customers are happy. I know that sounds corny, but I am the kind of person that if someone is happy with me and I can tell it, it is always a good feeling.
So you really enjoy interacting with customers?
Well, I don't want to sit on e-lane all day! But, you know, when you help someone out and they are like, "You're awesome!" Yeah that has to be my favorite thing.
What's the biggest tip you have ever received from a customer?
Don't get married. [Good answer]
You like purses, what is the most you have ever spent on a purse?
Well, I have been given quite a few.  Some from my sisters...[stalling] Yeah, the most money I have ever spent on a purse is about $800...it was a Prada.  I bought it way back, when I was a rep.  I actually bought half of it with e-points!  That justifies it...for me at least.
That's amazing...that is amazing.  So this purse is still with you.  Will you take it to your grave?
Well no, but it is versatile.  I can use it all the time, it is very versatile!
I have heard my wife say these kinds of things, but then she goes and buys another one...whats up with that?
Yeah!  It's a staple...
How many purses do you own?
I have no idea...a lot.  
Well I know shoes are a fad for women that are coming back right now, right?
It's really always a fad [looks at me funny].  Oh, I love shoes.  You know because shoes always fit...you know what I mean?  Hmm [Not really]  People always gain weight, lose weight...the shoe always fits! [Gotcha!]
I can see there is a breakdown in the genders here...[laughing]
Well, just be a girl and think about it trying on a swimsuit.  The shoe will always fit!
I think I just attached a new phrase to you...
Speaking about shoes, do you like the Sprint shoes, you know the one's Josh wears?
I don't know.  I don't really like them that much. I mean, their Ok on guys but not for girls.

What's your long term goals?
When I first started here I didn't see myself staying. 
That's right, you went to Sullivan to be a pastry chef.  Do you want to do anything with that?
Not really, you don't get paid very well and you don't get much time off.  You work mothers day, Christmas, thanksgiving... they don't tell you that before hand.
So what do you want to do?  If you could choose anything in the world to be your job, what would it be?
I want to rescue dogs.  If I could work at a Humane Society that would be awesome.  I know that's really random.  I work at Sprint, went to school to be a pastry chef, and want to rescue dogs as my life long job...[chuckles] Yeah I am an animal lover.
Thats cool, so how many dogs do you own?
Only one.
So you don't have a house full of animals?
No, I want to rescue dogs from situations like puppy mills where they raise dogs in cages and they never get out.  It's terrible.

What do you think makes the best TC?
Someone who has worked the front and the back office.  That way they understand what the reps deal with and can help them better. Also, it has to be someone who cares about their job and who even if they may not be a leader, they still need to set the example.  If you want people to do things the way you say, then you need to do it yourself.
So leading by example is important, what else do you think makes a good TC?
Be relational, easy going, approachable. Able to make good business decisions. 
If you had to say anything to a TC out there, what would it be?
Stand behind your work, be professional, and follow through.  
What about new TC's?
Put yourself in the customer's shoes and truly care. Also, be thorough. 

Lindsey, thanks for sharing with us a little about yourself and for your words of wisdom!  Keep knocking it out of the park on the TC scorecard and know that we are glad to have you on the KySoIn Tech Staff.

P.S. Someone told me your dream house looked like this... Is Jerron cool with that?

The KySoIn Collaboration just got Appalicious!

Download your Android App here!

Know Your Audience

Was doing a little maintenance to the blog and noticed an interesting referral path... Dentalimplantinfo.com??  Weird...

The net is a wild world!

All Work and No Play Makes Johny a Dull Boy...

With these kind of magic skills, Sprint should have saved themselves some money and hired Jonathan Holt (Service manager for Wireless Paradise) for the Echo launch.
Enjoy a cool slight of hand...

Watch Jonathan Holt, Master of Illusions

A Good Fit for the Highlands X 2

Well today Bardstown Rd got a little geekier...

Kellie and Joe will be the charter TCs to set sail on SnR for a store that has a special place in the district. 

Kellie transferred from a TC position in Missouri.  She has been with the company for over 4 yrs and her last 2yrs have been dedicated to Service and Repair.  Her expertise will be much appreciated as we saddle up the horses for this journey we call KYSOINSR.

Joe on the other hand has so much experience in everything else he simply skipped right over the retail experience the first time around.  Well he is back from a Sprint vacation and this time around he is going in full hog on the retail experience.  With 26 yrs of Sprint employment under his belt (including network support and managing teams), I am quite certain Joe has forgotten more about Sprint than we will probably ever learn.  Welcome back Joe, and we are glad to have you on the retail side this time.

New faces were not the only good fits we have had lately.  Today we got to set up some good ole tech gear, the computers!  Double monitors too...

I think everyone is excited about June 1 and the opening of SNR at Highlands.

Weekly Tech Spotlight: Jacob Montgomery, Wireless Paradise, Owensboro

This week we have our weekly Tech Spotlight featuring Jacob Montgomery, TC at Wireless Paradise in Owensboro, Ky.  Jacob's background in theater coupled with his obvious "tech-fu" makes him a perfect fit for ASC life on "The Island" as I like to call it.  With the remoteness and singularity of his ASC, he makes good use of every tool and possible resource to meet customer needs. So sit back and enjoy a conversation that speaks to a techs needed skills.

What do you enjoy the most about working for Sprint?
I enjoy having a $42 phone bill for sure. Haha, but seriously, I enjoy keeping up to date and being on the bleeding edge of mobile communications. 

What do feel you do best at in life?
Being an IT guy, it's what I've always done, it's what I feel most comfortable with.

What skills do you have that makes you unique to Service and Repair?
Well, other than people skills and some know-how, I think steady hands and experience are what I really have to offer. 

What is the wildest customer situation you have ever had to deal with?
I've had a customer try to convince me that her phones had always worked in a certain area. She had upgraded and believed the phone was to blame. Looked up the coverage for the area, lo and behold, nada. The device was also 'not charging' which of course proved to be false upon plugging the device in to EVERY charger we had, INCLUDING the customer's charger, it worked, flawlessly. More to come about this customer...

Have you ever feared for your life while working with a customer?
The Customer [above] was irate because of other things going on, and apparently, it was my fault. It was also my fault that the customer's phone 'wasn't working'.Customer started screaming at me, brought her dog, groceries, and all kinds of stuff in. Customer had also been banging on the counter, and at one point, pulled a fist back <- Where I thought I might die. Mind you, this was probably in my second month working for the company, and I had no real idea how to handle the situtation. This is when I pulled the 'phone-a-friend' lifeline and called you  to get some usage stats and a prior 30-day analysis of cell usage. Customer left the store after having proof sat in front of them. It was a good and bad feeling. Good, in that I got to taste victory without having to get nasty with the customer, bad because I knew this customer was dealing with some personal issues and just needed to vent.

Do you have a wife? GF? Kids? Do they like the fact that you work for a cell phone company?
No wife, no girlfriend ( May be changing soon :-), and 2 kids. The kids are too young to care where I work, they do however get pretty excited when I come home from work. That's just about the best feeling ever. None of my friends or family care too much that I work for a cell phone company, they are just happy that I get to do something I like to do, and that I was actually able to get a job, and hopefully a career in these trying times. 

If you won 1 million dollars what would be the first thing you would do?
Take care of any outstanding debts, get a new car, and probably split the rest into 3 ROTH accounts. Nothing like being able to retire early. 

What innovative things are you planning to do in 2012?
Can't let any secrets out of the bag just yet, but I'm sure some things will emerge this year. Something about Z-day and finding out a way to attack zombies with Lightsquared's LTE towers that the gov't deems unsafe to deploy right now. 

What is your 5 yr game plan for life/family?
I just take it one day at a time. Who knows what the next 5 years will bring. 

What is the coolest tech gadget you own?
Hmm, either my cell-phone, or my whitebox for sure. 

You like computers, what would be considered the nerdiest thing you have ever done with a computer?
Built her myself. Her name is Baby. 

What is the nerdiest thing you have ever done with a phone?
I once themed my phone out completely, the entire GUI and sound scheme for the retro SNES classic, The Legend of Zelda: A Link to The Past.

What do you think makes a good tech?
Any prior knowledge is always a plus. A tech must be patient, have an eagerness to learn, and must be willing to accept that there are alternative means to the same end. You can't always be right. That's always something to keep in mind. It's great to be confident, but remember, we are dealing with technology. 1's and 0's are far more forgiving than customers. Just be patient and use BEST practices, and use EVERY tool at your disposal. I think that makes a good tech.

ASC Best Practice: AE Return/Harvest System

Here is a quick video being presented by Justin Lacefield (Service Manager for iWireless) concerning the AE Bin system they have implemented in their ASC doors.  For all ASC's, I recommend you take the 4 minutes to tune into this one.

You can contact Justin here for further questions.

And if you need a laugh in your day, watch it again, this time with CC (closed caption) on.  Quite comical...

Going Retro...

Nothing says wireless like wires...  hey it's popular with the older crowd!

The "Doctor" is in the House

Zach Carson, better known as “The Phone Doctor”, gets well deserved recognition for managing SnR at the highest volume ASC in the KYSOIN.  As Service Center of the Year award winner, Zach managed to single handedly service an average of 500+ customers a month all while maintaining high level of performance in RCSAT and Exchange Rate.  He might look a little squirrely but this eticket slinging wild man knows a thing or two about Service and Repair.  Congratulations to Zach for winning the 2011 iWireless Service Center of the Year award!

Here is a Great Tool

Guest Post by Nathan Marcum, TC at Corp Store 857. Thanks Nathan!

Hey fellow techs you are not going to believe the useful tool I just came across. This tool is called BCM, and it can be accessed by just typing “BCM” into the url line of your browser.

What this tool provides you with is close to real time cell site outage and real time fix estimates. This site has links to national, regional and local site outages. What I have found that is interesting is that it goes in depth of the actual problem and fix. Also the site has a lot of links to all kinds of stuff you can also register to the site and get real time emails with outage information. Below is a screen shot of the site so check it out.

Weekly Tech Spotlight: Angie Flowers, LTC Store 857

All wrapped up in tech fu...

Angie Flowers, LTC at Sprint Store 857 in Florence, Kentucky, will jumpstart our new weekly “Tech Spotlight” here on the KySoIn SnR blog. As one of our most seasoned veterans in service and repair, Angie’s insights are an accumulation of 10 ½ yrs of Sprint experience. This blonde hair, blue eyed tech extraordinaire knows a thing or two when it comes to handling customers and has a multitude of best practices that she utilizes in leading her team. Since her promotion as an LTC in July 2011, Store 857 has seen an increase in RCSAT scores of 7% in Q3&4 2011 as compared to Q1&2. She also utilized her leadership in reducing exchanges for the company; as a store, 857 ended the year with a 90 day rolling RCSAT of 28%. So as not to leave SLATE and TEP@POR aside, she has been a leader in example and in accountability by improving SLATE adoption and increased TEP@POR awareness. Her leadership and experience should be envied by all, and today she shares with us a snapshot of her life and also some of her best thoughts as it will pertain to Sprint Service and Repair. Interview verbatim below:

January 13,2012

How long have you worked for Sprint?

Angie: Well it will be 10 ½ yrs, 11 yrs come July 1^st of this year.

Wow, so if you had to give three words to sum up your 11 years what would you say?

Angie: Challenging... Stable ( I have been here a long time)… Comfortable (not only in my job but with the people I work with).

Speaking of “comfortable” what do you like the most with where you are at now?

Angie: Um, the fact of what I have learned in the past (being in customer service, sales, and tech), I feel comfortable with what I have brought from each position that’s been able to bring me to this one; and I that this one will bring me to the next step. You know what I mean? It also comes to play in the challenging part, because I am challenged at in each one of them.

So where are you going, what are you aspiring to?

Angie: As of right now to move from this [LTC] to Back Office Manager. I don’t have any initiative to go anywhere else because I have been here [Sprint] that I know what I am doing, plus I like the challenge of the new things that come about.

Out of all the experiences that you have had in the workforce, how would you rank Sprint?

Angie: This [Sprint] would definitely be the highest one.

______________

You’re a natural blonde, how well do you take to the “blonde” jokes?

Angie: Oh, I think they are hilarious…because some of them do fit me quite well! I’ve been known to walk into doors, can’t chew gum and do something different at the same time…

Do you have a favorite blonde joke?

Angie: You know I have heard so many I can’t even remember them. I am just amused by them all, and they never offend me. I just think they are hilarious.

______________

[The conversation transitioned into the discussion of nicknames…]

Angie: At home they call me Angie“New Place”. I am always moving things around in the house and it frustrates everyone because they don’t know where to find anything. My boyfriend is always saying, “OK, Angie“New Place” where did you put it?” Well that has trickled down into the tech room because I do the same thing.

I was going to ask if that had an effect. You are the only lady in the tech room.

Angie: Yeah it is kind of my motherly instinct, because I want to always clean up after the guys and make sure they have what they need, but I move it where I think is the easiest spot. Hank says it all the time, “Ok, ‘NewPlace’ where did you put such and such part?” You know I am always trying to make things easier on everyone and a little less clustered. You know, guys can be dirty! That’s all I am sayin’…

Now that you’re an LTC, how do you feel that you have “become” the LTC position?

Angie: Initially it was a struggle because I was the only girl, and because I came from another store that I spent so many years at. That was a struggle because I felt a little resistance from them, and to be honest 50% of that was more of the way I perceived it… because where I saw resistance, it was more of a communication gap. You know Nate needs to be communicated differently to than Ben does, and I kind of had to figure that out first. I struggled with it initially, I didn’t feel like I was fitting in and I didn’t want to change everybody I just wanted to make their job easier and make a better flow towards someone they could depend on; not to micro-manage, not to boss anybody around. That’s not really what I was after. I just wanted us to find our niche and for us to be more solid instead of everyone working on their own goals individually, let’s put it all together and figure out a way to do it so that we can work better with the front office.

So from a general leadership perspective, what makes a good leader?

Angie: I have always thought of it this way: to lead by example. I try to lead by example in everything I do, whether at home (so my kids can see, things such as going out of your way to help others and how you treat one another) or at work. If I come in and I am having a bad week or a bad day, they do to because it trickles down. It I come in and ask, “Hey how was your night or what did you do last night” and I have interest and a positive outlook to the day, it trickles down. It [attitude] is very contagious.

I try to lead by example with customers and ensure that the needs they have are met and when they leave they feel, “Wow, someone was actually listening to me.” That’s where I get satisfaction…and that [positive attitude] is what I mean by “lead by example.” I learned that from the managers I had at Hurstbourne. I learned it from Eric, I learned it from Justin, I learned it from Andy, it kind of trickled down to me.

So speaking of leadership, since you have become an LTC, have there been any new leadership skills you have been able to hone outside of “leading by example?”

Angie: I have learned to listen more to the needs and wants of them [speaking of the tech staff] and incorporate it into my vision. I try to have discussion and get peoples point of view. I take that and incorporate it into my leadership to that they are a part of of the process. I don’t want it to be, “Well I am the lead and I am going to make all of the decisions.” I think it develops them too and it lets them know they are included and their voices are being heard. I mean, they teach me to. It’s not about what I always think is right. I’ve been here [Sprint] a long time and it was a struggle at first but I have kind of eased back and listened more to them [TC staff].

Speaking of TC’s, in your years of experience, what makes the best tech?

Angie: I think what makes the best tech is to stay involved with what is going on…to read and use what we have access to. To stay ahead of the curve. Use downtime to read stuff that you can’t get to on a busy day. Always be involved. Reach out to other techs, find out what they think. To really dig deep and be on the lookout… Listen to the customer, and work well with the front office reps. Be proactive in helping them understand what the techs need. It helps the reps learn new tricks for triage that could save the customer from waiting an hour just for a swollen battery. Just little things like that but the best techs work well with the front end…you know back in the day we used to have two different sides (it was two different worlds[tech vs reps]) and I hated it! But if we have clear communication up front and work together to share little tricks (Ben has a good habit of doing that, you know. He will tell us things he learned while taking apart a phone and I will be like, “huh…I didn’t know that…I have been swapping out everyone one of them!”). So, yeah, just staying involved with one another and reading the information that’s out there because there is some really good stuff…and to contribute back to it… it all comes around and in the end the best tech is a huge benefit to the customer.

If you had a message for the techs (ASC and Co-Owned) in KySoIn what would it be?

Angie: I would say take your job/ take each customer…and own it. Help each other out and own what you do. Be proud of what you do and like what you do. I know the techs I work with now, like what they do and they own what they do. So, you have to be passionate about what you do and you have to like working with customers and you have to work to get along with your team mates. Take pride in your job…

Any closing thoughts for the team?

Angie: Enjoy coming to work. Retail is tough. We spend more time here together in a small room, behind a window, for long hours than with our families. So we have to work together and find our niche to make it a good day every day.

Angie’s experience in life and at Sprint can be felt in the words she spoke during our interview. I want to say thanks to Angie for sitting down with me for the 20 minute interview and for sharing some of her best practices and combined life experience. We look forward to an awesome 2012 with Angie at the helm of service and repair at Sprint Store 857.

The Perfect Front Office eTicket

If you ever wonder what level of detail should be in an eticket. We received lessons in notation from a young lady who walked in for service at our Co-owned Sprint Store in Florence. Any manager hiring for a FO rep? I got one who knows how to make "candid" etickets. Enjoy...