SPRING / 21
NEW WORLD, NEW RULES,
STILL FAMILY Though a pandemic has altered the state of the world, our commitment to customers and the RC family has not. Learn how we plan to not only survive but thrive together.
#RC Cares Products RC Cares Products are a special line of PopSockets and Tech Wipes that are sold in our retail locations. 100% of the proceeds from the sales of these products fund outreach projects and further the culture of giving back to the communities in which our stores are located.
By the numbers: • From March 1 - December 31, 2020, a total of 274 RC Cares projects were completed. • Through these projects, Russell Cellular invested $200,849 in our communities to support frontline workers, teachers, families and individuals in need who faced even tougher situations brought on by COVID-19.
Photos by TK Photographer
4125 Wilson Creek Marketplace Rd., Battlefield, MO 417-886-7542, russellcellular.com
FROM THE FEED
PRESIDENT & CEO Jeff Russell CO-FOUNDER Kym Russell CHIEF OPERATING OFFICER Darin Wray CHIEF FINANCIAL OFFICER Robert Lister VICE PRESIDENT OF OPERATIONS Jeven Russell VICE PRESIDENT OF SALES OPERATIONS Nathan Mindeman DIRECTOR OF EXECUTIVE SUPPORT Layton Alsup EXECUTIVE VICE PRESIDENT OF SALES Daniel Hyder AREA VICE PRESIDENT OF SALES Brad Boman AREA VICE PRESIDENT OF SALES Anthony Badalamenti AREA VICE PRESIDENT OF SALES Chris Lucido DIRECTOR OF LEARNING & DEVELOPMENT Kurt Reinhart DIRECTOR OF RC CARES Ron Wallace MARKETING MANAGER Sarah Rogers
2111 S. Eastgate Ave., Springfield, MO 65809 PHONE: 417-883-7417 / FAX 417-889-7417 417MAG.COM KATIE POLLOCK ESTES / EDITORIAL DIRECTOR ETTIE BERNEKING / EDITOR ALEX WOLKEN / CREATIVE DIRECTOR BRANDON ALMS / SENIOR PHOTOGRAPHER CONTRIBUTING WRITERS AND PHOTOGRAPHERS Karen Bliss, Juliana Goodwin, Jessica Hammer, Creative Focus Photography, Claire Porter, Rae Snobl, Brad Zweerink LOGAN AGUIRRE / PUBLISHER MEGAN JOHNSON / VICE PRESIDENT OF OPERATIONS & CUSTOM PUBLICATIONS AMMIE SCOTT / VICE PRESIDENT OF STRATEGY AND SENIOR ACCOUNT EXECUTIVE GARY WHITAKER / FOUNDER JOAN WHITAKER / FOUNDER
Visit our social media sites to learn about the latest developments from Russell Cellular. And for the latest RC Cares news be sure to follow the main Russell Cellular feeds. FACEBOOK.COM/RUSSELLCELLULAROFFICIAL LINKEDIN.COM/COMPANY/RUSSELLCELLULAR @RUSSELL_CELLULAR RUSSELLCELLULAR.COM
1
FEATURES
18
AT THE TOP
26
30
Touchless is here to stay. Even when life
When RC stores got busy, some custom-
THE NEW RETAIL
Achieving a perfect score is no small task.
SUPPORT TEAM
RC sets a target of 100 points per month
returns to normal after COVID-19, RC
ers had a hard time reaching sales team
on the Sales Scoreboard. Hit the sales tar-
and Verizon will keep the recently rolled
members. RC decided it was time to fix
get in all 6 KPI’s, and you get a perfect
out touchless protocols. Why? Because
that, so it launched the new Customer
score. Now imagine doing that every sin-
as it turns out, after months of fine tuning
Service Department in the Solution Center
gle month. In 2020, only 1 store achieved
the process and gathering team member
in Battlefield, Missouri. Now, a customer
100 points each month, and only 44 team
feedback, touchless has ended up bene-
can talk with a member of the Customer
members got a perfect score each month.
fiting the RC team and customers, so now
Service Department and get the support
Meet six store managers on that list of 44.
it’s part of the wireless experience.
they were looking for.
CONTENTS 4 / SPOTLIGHT
11 / TIPS OF THE TRADE
16 / INBOX
John Kilgore has been with RC for seven years, and now he’s sharing advice for other managers.
Two RC Store Managers share tips on connecting with customers.
This issue, we answer questions about how the RC marketing team can make life easier for stores.
12/ COMMUNICATION 6 / RC CARES When Shana Turner got bad news, she never dreamed the team would step up like this.
5 / Q&A
6 / HOMETOWN HEROES
Meet Saher Samine—the top DSM from 2020 and a perfect score winner. He’s the first person in RC history to accomplish both.
When poverty hit a school in Georgia, this RC store helped out.
5 / HELPING HANDS Levi Kulenkamp’s job is to spread the word about RC Cares, so he knows the heart the RC team has. But he never thought he’d be the one needing support.
2
RC CONNECTIONS / SPRING
With Zoom and Teams here to stay, Kurt Reinhart shares how these tools are impacting the RC team.
17 / PLUGGED IN Customers are using Revv to share their feedback.
32 / LIFE OUTSIDE
8 / WEEK IN THE LIFE
14 / ROUND TABLE
Sarah Rogers is on a mission to build RC’s brand.
Have a question about how RC has evolved? Talk with Darin Wray—an RC vet of more than two decades.
Janine Wilson had to find a better work-life balance once COVID hit. Here’s how she pulled it off.
16 / BY THE NUMBERS
33 / AWARDS TIME
10 / PILLAR TALK Customer feedback is key, and we have tips on how to use surveys to help you grow your sales numbers.
A quick look at how Salesforce has increased leads and sales.
It’s time to honor top performers, perfect scores and everyone who is absolutely rocking at RC. Photos Courtesy of Russell Cellular
BY THE NUMBERS This issue has plenty to celebrate including several heartfelt donations by RC stores that wanted to give back to their communities. Here are some of our favorite numbers in this issue.
7K
DOLLARS These two RC leaders used RC Cares to raise more than $7,000 for a team member in need.
LEARN MORE / 6
700 19K+ UPGRADES
DOLLARS
This RC store started an RC Cares project for a local school that quickly caught the attention of the community.
LEARN MORE / 6
Thanks to Salesforce, RC has sold more than 19,000 upgrades. And that’s just the start of how the platform has helped RC increase leads and sales.
LEARN MORE / 16
A NOTE
FROM
KYM What I love most about this magazine is that it shines a spotlight on the good our team is doing around the country. As our business grew from a few stores scattered across the Midwest to 600+ stores across the country, my biggest concern was that we would start to feel disconnected from each other. Our entire leadership team has worked diligently to keep the RC family feeling alive even as Russell Cellular grew far beyond our original dream. Jeff and I are so very proud of how our team continues to embrace change and keep our most important objectives in clear view. While the wireless industry continues to evolve, our mission remains the same…Providing the best wireless experience to every customer every time. We succeed at that mission by staying true to our roots and the core values that define us regardless of the new challenges we face. This issue, like every issue, is dedicated first and foremost to our front-line sales team. Each one of you are dedicat-
ed to serving your customers, caring for your teammates and making a positive impact on your community. Together you are making a difference every day, and making the world a better place. I know I speak on behalf of the entire leadership team and home office support team when I say that it is a privilege and an honor to support your efforts each and every day. Encouraging and uplifting each other gives our lives greater meaning and gives the tasks we perform worth. Thank you all for showing that we are #BetterTogether!
ON THE COVER
40
NEW TEAM MEMBERS RC hopes to add 40 new team members to the new Solution Center by mid-2021.
LEARN MORE / 30 Photos courtesy Russell Cellular, by Brandon Alms and Creative Focus Photography
For this issue of the magazine, we headed to one of the RC stores in Springfield, Missouri, to shoot the cover. We wanted to capture the customer perspective of what it's like to complete transactions through the new touchless retail system, and RC Store Manager Russell Rathke was kind enough to walk us through a transaction.
RUSSELLCELLULAR.COM
3
LIFE
SPOTLIGHT
WORKING TOGETHER FOR SUCCESS As a Top Regional Director, John Kilgore works to inspire others to find the will to win. BY KAREN BLISS It’s been almost seven years since John Kilgore
joined
Russell
Cellular
as
a
Regional Director after the company he worked for was acquired by RC. Less than four months later, the number of RC stores in John’s region grew drastically from 12 to more than 35. Since then, RC has continued to grow and evolve, and John has been one of the RC leaders at the front of that growth. The company’s continued success is part of why he’s stuck around, but he’s also still here because he loves the job. He says he loves the company culture at RC and how it empowers his peers, leaders and the executive team to stay connected and work well together. “After being a part of the wireless industry for 22 years, I have learned a good culture is something that is
LEADING BY EXAMPLE
very hard to find,” John says.
Regional Director John Kilgore says his team's success is in part due to collaboration and teamwork.
As a top Regional Director, John leads a team of nine districts, which includes 58 stores with more than 200 team members.
each other and that trusts the feedback,
“Each of the nine leaders that oversee those
advice and lessons everyone has to share.
districts have unique personalities and
He says that’s what he enjoys most about
leadership styles,” he says. “They want
working for RC—being part of a team that’s
to be the best of the best and are highly
always learning from each other. “I really
competitive. At the same time, they all have
appreciate the opportunity to share best
the heart to lift one another up when one
practices and areas of opportunity with
is struggling and have the humility to reach
those around me, and at the same time
out to each other for advice. I am fortunate
learn new ideas from those same individ-
to be surrounded by the group of people I
uals that I can apply in so many different
have all around me throughout the region.
areas of my life,” he says. “The group of
They make it very easy to lead.”
people within our team love to help others
Of course, John’s job isn’t always about
get better and win. And, that goes for the
leadership. With a team of 200+ people,
team members as well as the communities
John is also learning. He says it all goes
we serve. It’s the collaboration that makes
back to being part of a group that supports
it all successful.”
4
RC CONNECTIONS / SPRING
LESSONS LEARNED 1. Take the opportunity to get suggestions from team members. Even Regional Directors value the feedback. 2. Stay aware of the realities of the people on the frontlines. As a leader, you have to learn what motivates your team. 3. Big targets and goals can be overwhelming. Reduce those down to basic behaviors and find a starting point. 4. Leaders need to set an example. You have to lead from the front so others can see what that looks like.
Photo by Brad Zweerink
LIFE
LIFE AT RC CONVERSATION WITH TOP PERFORMER SAHER SAMINE
STRENGTH AND HOPE
As an RC Cares Outreach Specialist for As the top District Sales
Russell Cellular, Levi Kulenkamp sees the
Manager for 2020,
company’s community outreach firsthand.
Saher Samine shares
But RC’s philanthropy struck a different
tips on how to connect
chord in his personal life not once, but
with customers and
twice during his wife’s two-year fight with
handle stress.
breast cancer.
BY KAREN BLISS
BY JESSICA HAMMER Levi
Kulenkamp’s
experience
with
the
RC: How do you provide great customer service
Employee Emergency Fund (EEF) is two-fold.
when you have to socially distance or work with customers who are shopping online?
As an RC Cares Outreach Specialist, he coor-
S.S.: The No. 1 thing is making sure we let them
dinates philanthropy across RC’s 600+ stores. But the EEF became more personal when
THE POWER OF LOVE Levi Kulenkamp and his wife Melissa turned to the EEF when they needed support.
know this is for their safety. For customers who are not as digitally savvy, we have to take time to follow up. That might be a follow up call or an email. It’s crucial to make sure we took care of their issues.
cancer. Melissa, were preparing to travel to Illinois to
two years of treatment together, Levi says
RC: What are some techniques you use to handle
spend Thanksgiving with their families. A week
cancer became an “ever-present reality” that
stress on the job?
before the trip, Melissa discovered a lump she
didn’t take a vacation. “You don’t get to take
hadn’t noticed before. Levi and Melissa made
a weekend and say ‘Okay, well, we’re taking
the tough choice not to tell their relatives at
some time off from cancer this weekend. Or
that time. “We knew if we said anything to our
we need a couple of nights away from can-
family, they were going to have a million ques-
cer,’” Levi says. “There is not a part of your life
RC: How do you motivate your team?
tions, and we did not have a million answers
that cancer does not touch.”
S.S.: I ask them for their updates. What are their goals; why are they here? It empowers them.
to give them,” Levi says. breast cancer, Levi says they felt “a false
help as soon as they were needed. Melissa’s
RC: What motivates you to be a top performer?
sense of security.” After a handful of visits to
parents even moved from Illinois to live in a
the doctors, the couple got the diagnosis that
camper, so they could help with things like
would bring their world screeching to a halt.
housekeeping and provide emotional support.
S.S.: I break down issues into small pieces and fix each issue separately. Also, time management plays a role in this. My day is planned, and the first three hours of my day is dedicated to my team.
S.S.: I always wanted to prove I could be the best. But there’s tons of competition at RC, and I always have a plan that focuses on the team. We faced tough times, and stores had to close because employees got sick, but the key is resilience.
Kulenkamp’s wife was diagnosed with breast In November 2018, Levi and his wife,
With no other symptoms pointing to
Not only was the lump cancerous, but it had already metastasized to other parts
As the couple walked through the next
Levi says leaders and team members at RC checked in on them and were ready to
“She was surrounded by love,” Levi says. After two years, cancer had taken its
of Melissa’s body. The stage four diagnosis
toll, and Melissa passed away December 28,
meant surgery was not an option, and the
2020. The sobering reality of her memorial
RC: How did you celebrate when you learned that you got a perfect score, and were the top DSM?
only other direction was to start chemothera-
was at the forefront of Levi’s mind. For the
S.S.: I took time to celebrate with my team. People
py and radiation treatments.
second time, EEF assistance eased Levi’s
really care about each other, and they’ve built friendships. In some Zoom calls, it’s so quiet it’s awkward, but with my team, I have to stop them from talking.
attend Melissa’s appointments, and as che-
RC: You’re starting with a new district in Fairfax. How does it feel to be starting with a new team? S.S.: It was emotional, but it’s also exciting because now I have a new goal, and I have to meet this goal now with a whole new team. Photos courtesy Saher Samine and Levi Kulenkamp
Levi was burning through vacation time to
financial burden and gave him the space to focus on what was important.
motherapy and radiation left her exhausted,
“The Employee Emergency Fund (EEF)
she was unable to work. The EEF funds they
was such a blessing to me because it helped
received helped keep them afloat. “It helped
alleviate many of the financial stresses that
us make it through a month where we were in
can come with a situation like this,” Levi says.
a really tight spot, and it could not have come
“It helped me to focus on the matter of laying
at a better time,” Levi says.
her to rest and gave me space to grieve.” RUSSELLCELLULAR.COM
5
LIFE
RC CARES
FRIENDS LIKE THESE Singer Joe Cocker said it best, “We all get by with a little help from our friends.” So when District Sales Managers Cody Griffin and Jason Foster found out their friend Shana Turner had breast cancer, they stepped up to help her family in one of their greatest times of need. BY JESSICA HAMMER The friendship between Cody Griffin and Shana Turner began nearly a decade ago when Cody started working for Russell Cellular. Jason Foster later trained with them in the Cookeville, Tennessee, store, and while
UNEXPECTED HURDLES When Shana Turner learned she had breast cancer, her RC team helped.
they no longer work the same shift day in and day out, all three say they talk once a week, if
she sent me a text very, very early, which was
because he always takes care of his team. He
not more.
odd for her,” Cody says. “And it was like, ‘Call
reassured me from day one that I was going to
Their bond meant that Cody immediately
me when you get a chance; it’s important.’
be okay, and that he had my back to help me
noticed Shana’s odd behavior when he next
And I knew when I got a message like that
through work. And that just meant a lot to me.”
visited her store. “Conversations would be
from her, something was up.”
Cody’s encouragement was just the start.
short and sweet,” Cody says. “She would
Cody called Shana right away to get the
He quickly teamed up with Jason and the two
just have emotional outbursts when I would
news—she had breast cancer. For the first time
brainstormed ways to raise money to help
walk in the back room, and she would be
in Cody’s life, someone he was extremely close
cover the costly treatments Shana would
back there, just crying.” Despite Shana’s
to had cancer. While Shana tried to convince her
be receiving. Just 11 days later, they hit the
assurances that nothing was wrong, Cody
friend this was a season they would get through
ground running. It was an emotional moment
says he wasn’t totally convinced. Finally, he
together, she was overwhelmed knowing what
for Shana when Cody told her what he had in
got the text message that confirmed he was
was coming in her near future. “I was scared,”
mind, and she’s still grateful for the impact the
right and something was indeed going on.
she says. “I didn’t want something to happen to
help had on her family.
“I was up early, I was getting my day ready
my job, and so I dreaded calling Cody, but in my
“When he called me and asked for my
to watch some football, have a good day, and
heart, I also knew that he would take care of me
permission to start an RC Cares project
HEDGIE’S HEROES GO BULLDOGS!
THE NEED
In District Sales Manager Britney Copeland’s part of southern Georgia, community is the thread that stitches residents together. In Coffee County specifically, poverty affects many, so a local school stocked a store with food, clothing and toiletries to help those in
LOCAL HEROES The Georgia residents amassed a life changing amount of food and supplies for those in need.
6
RC CONNECTIONS / SPRING
need. Copeland’s team joined in to do an RC Cares project. BY JESSICA HAMMER
Satilla Elementary is in Coffee County, Georgia—an area known for a high poverty rate. To help residents with basic needs, Satilla Elementary set up a “store” stocked with basics including snacks and toiletries. When Britney and her team learned about the store, they knew they wanted to help. Britney and her team talked with administrators and teachers at Satilla to find out what needs RC could meet. They found out the community’s food need was the largest and demand was starting to outpace donations. In addition to
Photos by Creative Focus Photography and courtesy Russell Cellular
LIFE
RC CARES PUTTING THE TEAM FIRST
LENDING A HAND
Shana's worries about her job were put to rest when she called her DM.
Cody Griffin and Jason Foster used RC Cares to raise funds to help cover Shana's medical treatment.
GOOD BY THE NUMBERS
$7,679.57
dollars donated to the Shana Strong project
for me, I just cried,” Shana says. The offer
RC team members who encouraged others
for help came at exactly the right time, too.
to donate to the cause.
COVID-19 had impacted her family’s income
One month later, the RC family had raised
in many ways, particularly for her husband. “It
more than $7,000 for Shana’s treatment. It
changed his job a little, and so when Cody
was an emotional moment for all, but Jason
told me what he had in mind, it just... I’m still
says it was especially poignant knowing the
blown away by it,” she says.
kind of person Shana is—both in and out of
To raise money, Cody and Jason ordered boxes of bracelets emblazoned with the
“Shana would give anybody the shirt off her
words Shana Strong. Bracelets were handed
back and for us to have the opportunity to make any sort of impact in her life when she’s
Cody and Jason expanded the project’s
going through such a hard time,” he says, “to
reach and suddenly 150 additional RC stores
be able to do something for somebody you
were contributing to the cause. The project
know, that if you were in that same situation,
also birthed a social media movement among
she would do the same for you.”
hearing about the heartbreaking needs of local families, Britney said she heard stories about kids who were using their school Bucks to buy toiletries instead of candy bars. “I was bawling with this woman telling me that these children were buying deodorant and toothpaste,” Britney says. “It’s very disheartening.” The school gave Britney a list of items, and her team went to work raising money.
(called Dogger General). Community members can access Dogger General for anything they may need—from food to toiletries to clothing. Prior to COVID-19, volunteers were even making supply deliveries to people’s homes.
DONATION AMOUNT
Photos courtesy Russell Cellular
11
the RC store.
out with each $10 donation. After two weeks,
Britney’s team raised nearly $700 over two months to restock Satilla Elementary’s store
1200
estimated number of Shana Strong bracelets sold
IMPACT Britney and her team used the money raised to make a big shopping trip—one that stocked the store with everything the school had on its list, from pre-made meals to diapers. Once word of RC’s project got out, people across the county turned out to help. An after-school mom’s club
number of days between getting Shana’s diagnosis and starting the RC Cares project
98
percent of donations came from John Kilgore’s region
spread the word on social media, and teachers and customers made their way to RC stores to support the cause.
RC’S HEART Since most of her team has children or grandchildren, Britney says this project hit close to home. She says that this was a demonstration of the team’s dedication not only to the RC Cares program but also the community they can serve. “Once you get a team that has that mentality of ‘hey, I can make a difference in somebody’s life,’ then there’s no turning back,” Britney says.
RUSSELLCELLULAR.COM
7
LIFE
WEEK IN THE LIFE
WEEK IN THE LIFE
Meet Sarah Rogers, Marketing Manager for RC. She’s building a marketing program from the ground up. It’s a first for RC, which means there is no typical week for Sarah, but she does have concrete
goals in place for 2021. BY JULIANA GOODWIN
CREATING A CLEAR BRAND IMAGE When Sarah was hired, her first goal was to build RC’s brand guidelines. Yes, there’s Hedgie, and yes RC has a red and black color scheme, but a company’s brand is more than the colors and fonts it uses. “We had our 4 core values, 3 OVT pillars of employee experience and a mission statement,” she says, “but we hadn’t taken the bits and pieces and made a brand out of it that clarifies who we are and what we stand for.” To create that well-rounded brand, Sarah worked with RC leaders and a marketing firm to guide the way, and as 2020 wrapped up, Sarah and the team were finalizing the new brand guidelines. “Our next step, and part of our 2021 goals, is to roll that out company wide and integrate the brand into RC’s culture,” Sarah says. “Being able to build from the ground up is really exciting. Having owners who buy into what I am doing and who support this initiative is fabulous.”
ACTION PLAN Sarah Rogers is building a brand for RC from the ground up.
UTILIZING SOCIAL MEDIA Like many companies, RC is embracing the power of social media, but
ENFORCING RETAIL BRAND COMPLIANCE
Sarah has bigger goals for platforms like Facebook and Instagram. As she
This is a new task for Sarah and her team, but it lines up with her mission
sees things, these platforms can be tools RC can use to hit its KPIs. “We
to unify RC’s branding and marketing efforts. As a Verizon retailer, RC has
have all these social media accounts, but let’s put strategy behind this
strict guidelines for its locations. “Verizon wants to present a unified look at
and make social media work for us,” she says. Now, anything posted on
all stores, whether that’s a Verizon-owned store or an agent store,” Sarah
RC’s social media should hit one of these three goals: 1. It should create
says. In fact, Verizon evaluates and scores RC on how well it’s adhering to
a new lead from a non RC customer. 2. It should drive traffic to a store or
Verizon branding. That means when Verizon rolls out a new promotion, it
to a sale online. 3. It should make customers feel good about being RC/
checks in with retailers like RC locations to see if those stores have put up
Verizon customers. “This is another way to communicate with customers,”
window signage and changed out merchandise. Sarah and her team will
Sarah says. “Social media is one platform where we can have calls to
be working in tandem with other RC Home Office departments to ensure
action and drive customers to the store or an online page where they can
stores meet Verizon’s standards.
purchase something.” And to make sure RC’s communication on social media is consistent, all RC social media accounts have been streamlined
SETTING CLEAR GOALS FOR 2021
into one account. “This allows us to show the heart of who RC is,” she
Sarah has some big goals to achieve this year. Goal No. 1 is to roll out
says. “It’s also a way to recruit and attract new team members to RC.”
that brand foundation she and the leadership team are wrapping up and instill that brand into RC’s culture. Goal No. 2 is to formalize an in-bound
BRAND MANAGEMENT AND COMMUNICATION
marketing program designed to generate new leads for sales opportuni-
Early on, Sarah realized it is an opportunity and challenge being a retailer
ties. It’s all part of a larger effort to beef up RC’s communication with its
for another company like Verizon. A standalone business can make all the
customers. There will be a lot of moving parts to these goals, but Sarah
decisions, but as a Verizon retailer, everything RC does must complement
doesn’t find that daunting. If anything, she feels valued, and she rolls that
Verizon. “The wireless industry is so fluid and changes frequently,” she
appreciation over to her team. She says her “love language” is food, so
says. “When you are a retailer for someone else, you have to plan the best
her appreciation for her team comes to life in the form of donuts, bagels,
you can and react as quickly as possible. The voice of the company has to
lunch dates and other random acts that say, “Hey, thank you for all your
be consistent, but the marketing department must be nimble.”
hard work. Now enjoy a snack and get energized for our next big task!”
8
RC CONNECTIONS / SPRING
Photo by Brandon Alms
At Russell Cellular, we know life happens. Emergency situations can arise beyond our control that create unexpected financial hardships.
RC EMPLOYEE EMERGENCY FUND Qualifying circumstances include natural disaster, funeral costs, fire loss, acute medical illness, and more. The EEF provides financial assistance for you and your immediate family. Qualifying Team Members can receive up to $500 per occurrence.
For more information about the EEF, how to apply and donate, and for further qualifications and restrictions, visit RChome.co or email RCcares@russellcellular.com
EMPLOYEE EXPERIENCE
PILLAR TALK
TIPS OF THE TRADE These four have a few tips on how to use RIS to increase sales.
R.I.S.ING TO THE TOP
the sales team the chance to hear how TIP: EMBRACE FEEDBACK the customer saw the interaction. It’s a What It Means: As team members receive individual scores, they can take owner- view into their thinking and takeaways, and that’s incredibly valuable. ship of that feedback. For those positive “Giving our customers a voice in their comments, Daniel says it’s important to Competition is fierce in the wireless experience benefits the consumer but also learn how you can repeat that positive world, and the one thing team members our business,” says Anthony Badalamenti, experience. If the comments are negative, can control is the customer experience. he says the trick is to learn how you can Area Vice President Of Sales. “So if we To measure that experience, Verizon handle the next interaction and do it differ- handle something, and we think we did a sends customers a survey to determine ently. To help, RC has coaching sessions good job, but the customer doesn’t agree, the customer’s in-store buying we can correct behaviors right away.” But with team leaders. The real tip though, as experience. Daniel sees it, is to not resist feedback. the surveys also mean RC can celebrate BY JULIANA GOODWIN “Take an opportunity to get better every all the behaviors that are working and TIP: FOCUS ON THE SCORE share those behaviors with other stores day,” he says. What It Means: After a customer “I love the fact that the survey isn’t about across the country. visits an RC store, Verizon sends a phones, plans or pricing. It is all about survey to the customer. “The scores our people and how well they served TIP: WORD OF MOUTH MATTERS we receive are based on a particular the needs of their customer,” says Chris What It Means: “We actually have a lot of interaction that occurred that day. The rural customers, and word of mouth is still Lucido, Area Vice President of Sales. customer can score us from 0 to 10, a popular way of advertising,” Daniel says. “The one key thing that sets us apart from with 10 being the best,” says Daniel every other cell phone store is our people “You want to make sure your customers Hyder, Executive Vice President of and how we treat customers. Our mission have a good experience because they will Sales. And customers are given a share that experience with their friends.” statement is what we live by and when we heads up that they might receive a Hopefully, those friends and family will provide the best wireless experience to evsurvey. Letting each customer know ery customer, every time, we all win.” become new customers, and that group their feedback is valued is crucial. As of customers will keep coming back. “The Area Vice President of Sales, Brad TIP: LOOK AT IT FROM goal is to create a customer for life and Boman, explains, it’s part of making THE CUSTOMER PERSPECTIVE have customers who continue to do busitheir trip to an RC store a positive ex- What It Means: Because the customers ness with you whether they add a line or perience. are filling out surveys right away, it gives add internet products,” Daniel says. 10
RC CONNECTIONS / SPRING
Photo by Brad Zweerink
EMPLOYEE EXPERIENCE
TIPS OF THE TRADE
EXPLORE, PREPARE, DELIVER Jannicke Nelson and Justin Wentworth talk about connecting with customers while staying safe.
Jannicke Nelson, Store Manager in Price,
Pay Attention To Your Verizon Customer Surveys: Verizon survey re-
Utah, says, “It’s important to offer all of our
sults mean you can make adjustments daily
BY RAE SWAN SNOBL
options.” That means offering touchless as-
based on customer feedback. “This feedback
sistance, phone support, email follow ups…
should always be the main focus with every
whatever will help that customer.
customer every time, and we should listen
Maintaining a great customer experience
sure each customer gets what they need,
is RC’s mission, but COVID has drastically
to the responses,” Jannicke says. “Then we
changed how RC delivers on that mission.
Pay Attention To Body Language:
With people shopping more online and so-
Justin Wentworth, Store Manager in Dunedin,
take that experience and evolve.”
cial distancing making it hard to connect with
Florida, adds that this requires meeting a
customers, RC has adjusted its approach to
customer where they are. “One challenge
DELIVER Focus On The Customer Experience:
customer service. Sales has become essen-
my team has faced is recognizing and un-
Jannicke and Justin agree the first priority is to
tially touchless, and curbside pickup is in full
derstanding customers’ comfort levels during
provide the best wireless experience to every
swing. Now two RC Store Managers offer
their visit. Picking up on body language and
customer, every time, but Jannicke makes an
advice on creating the ultimate positive cus-
social cues early during interactions helps us
important point. “We cannot control what is
tomer service experience even when you’re
identify how to best assist while still making
going on around us; what we can control is
6 feet apart.
customers feel safe.”
how we react,” she says. With this in mind, the
EXPLORE Offer All Your Available Options: With
PREPARE Stay Up To Date On Training: “The cur-
is just another change we have taken in stride,”
new ways to meet customer needs, team
rent consumer is well-informed, which makes
Justin says. “I continue to treat each customer
Store Managers encourage teams to be flexible. “This industry is always changing and this
members need to find what works best for
it imperative that each rep is fully trained and
the same as before and make sure we grow
each customer, and that will vary. To make
aware of expectations,” Jannicke says.
our customer base within the community.”
Photos courtesy Jannicke Nelson and Justin Wentworth
RUSSELLCELLULAR.COM
11
EMPLOYEE EXPERIENCE
COMMUNICATION
GET CONNECTED In-person meetings are limited, in-store visits have been reduced, but that doesn't mean RC’s team has stopped communicating. It’s just finding new ways to stay connected. BY RAE SWAN SNOBL The impact of the pandemic has affected every business, and RC is no exception. Like most organizations, the company is juggling communications strategies to meet the needs of diverse and geographically spread out team members. With more than 2,000 team members, RC’s list of goals is a long one, but here’s the main one: Maintain
DIGITAL CONNECTION
focus on customer and team member expe-
When in-person meetings can't happen, Zoom becomes the new conference room.
rience. If that message can be successfully communicated to the whole crew, then RC can be successful regardless of anything
training sessions and company leadership
tion. “In a time when restrictions separate
else going on in the world.
summits. RC Live is another platform con-
us and people are isolating, we have to
Kurt Reinhart, Director of Learning &
necting everyone in the company. As Kurt
step up and step into relationships,” Kurt
Development, has been at the helm of
sees it, “This is an opportunity to have Jeff
says, and those relationships start at the
RC’s new communication strategies and
and other senior leaders deliver messag-
Home Office.
for a good reason. Kurt is a tireless opti-
es in a simulcast to our teams in the field.”
The Sales Operations department, led
mist. There’s no pandemic and no challenge
Kurt, along with Ron Wallace, the RC
by Tina Crewse, is getting training out to
too big for him. “This is a great equalizer for
Cares Director, also implemented a spe-
the field through the app-based learning
brick-and-mortar,” he says. “The one that
cial Zoom session called “Well Being and
platform, Catalyst. Likewise, the market-
wins out is the one that cares the most, so
Working Through Challenges.”
ing department, led by Sarah Rogers, has
we have been stepping up our digital and
The open forum focuses on what the
been diligent about getting the message
touchless retail opportunities.” With a drop
teams are feeling and processing during
out through emails, in-store marketing and social media.
in store traffic and store visits by DMs, RC
these challenging times. “It is less about
teams are connecting with each customer
the retail landscape and more about the
and each team member in new ways.
Through the pandemic and beyond, the
personal heart and soul,” Kurt says. “It is
RC team is committed to focusing on lean
When it comes to customer communi-
key for us to show that we notice, we see
and agile communication and adapting to
cation, RC is following Verizon’s protocol,
and that we want to better understand and
challenges as they arise. The company has
which focuses on enhanced customer sup-
share resources as we all deal with uncer-
a progress-oriented mindset and will keep
port through touchless retail. It’s all about
tainty, fear, depression and maybe a feeling
moving forward and sharing information in
continuing to meet customers where they
of being alone.”
the best way possible. “Connection is about
are and delivering the RC brand promise of
As life moves into a new normal, RC’s
“providing the best wireless experience to
shift in communications isn’t going away
Kurt says. “If we believe that and have faith
anytime soon. The new lines of commu-
in that, communication becomes about
nication are continuing as Kurt and the
building and maintaining relationships. This
every customer, every time.” For the RC team, Zoom and Teams are
relationships, and that is what matters,”
now essential for day-to-day meetings,
rest of the RC leadership crew work on
will work out. We just need to hold onto the
virtual store visits, coaching, onboarding,
establishing best practices in communica-
vision and trust the process.”
12
RC CONNECTIONS / SPRING
Photo courtesy Russell Cellular
Experience Counseling That Works! Personal growth & healing through professional counseling Our Licensed Professionals Can Meet With You From Your Phone, Computer or Tablet At Our Offices. Receive Counseling From Top Rated Therapists For Marriage Counseling, Sex Therapy, Anxiety And Depression Treatment.
Request an appointment online at mycounselor.online/rc/ or by calling 855-5WE-HELP
Get Started Today!
IN IT FOR THE LONG HAUL Darin Wray started at RC as a Wireless Specialist and helped open the company's first store in Springfield, Missouri.
14
RC CONNECTIONS / SPRING
Photo by Ettie Berneking
PLUGGED IN
ROUND TABLE
25 YEARS OF CUSTOMER SERVICE After more than two decades with RC, Darin Wray has seen the industry and RC evolve. BY RAE SWAN SNOBL
tracts had to be faxed to the carrier for credit
resource for customers and team members.
approval and activation, which could take
The call center can help solve problems and
hours. Helping customers with their billing
answer customer service and team member
questions required having the customer bring
questions. “A great experience for a team
in paper statements and often resulted in a
member will translate into great customer
phone call to a customer care representative
experiences,” Darin says.
During his nearly 25-year career with RC,
for resolution. Today, thanks to the evolution
Darin Wray has seen the company grow
of technology, RC has quick and easy access
ADAPTING TO CHANGE
immensely, but one thing has remained the
to information to better assist customers.
Darin believes flexibility is RC’s secret to provid-
same: RC’s commitment to its customers.
Darin says, “Now we are equipped to handle
ing the best customer service. “Our team must
Darin started working in outside sales for
nearly every need a customer may have, all
be change experts,” he says. “There is always
Russell Cellular in 1995. At the time, he was
from an internet-enabled iPad.”
a steady flow of information to stay on top of
responsible for opening the first full-service
and absorb in order to be prepared to serve
retail location in Springfield, Missouri, in
A CONSISTENT APPROACH
our customers.” This flexibility is more import-
1996. “Fundamentally, nothing has changed
Both in the field and at the Home Office, RC
ant since the outbreak of COVID-19. “Our No.
with our approach to customer service
prides itself on providing consistency in the
1 priority during the pandemic has been the
since I started,” he says. “We have always
customer interaction. “Compared to more
health and safety of our team members and
endeavored to create exceptional and
traditional retail, wireless retail is complex,”
customers,” Darin says. “So, we have had to
memorable experiences with every single
Darin says. Because of this complexity, he
change the way we interact, and Verizon is
customer that compels them to continue to
thinks most wireless customers prefer to
leading the way when it comes to Touchless
come back to Russell Cellular for all of their
work with a specialist who can assist them
Retail solutions.”
wireless needs.” Now serving as the Chief
with sales and service related questions.
Whether a customer chooses to visit in
Operating Officer, Darin oversees leaders of
“Our team is trained on how to interact with
store, prefers a curbside experience, wants to
the Inventory, Information Technology, Call
our customers,” Darin says. “And, that
transact completely online or would rather talk
Center and Marketing teams. He also helps
interaction should be the same, whether a
to someone over the phone, RC is offering safe
with strategic projects and initiatives. With a
customer visits or calls a store.”
and touchless options to assist with all of their
wealth of experience behind him, we asked
RC Wireless Specialists engage with cus-
sales and service related needs. Regardless of
him to walk us through what makes RC’s
tomers by listening and asking qualifying
the circumstance, RC has always been able
approach to customer support effective.
questions. Through building rapport and
to adapt as needed. “Our customers are the
discovery, they offer the best solution to take
reason we exist,” Darin says. “It’s our vision
TECHNOLOGY THEN AND NOW
care of customer needs. The Home Office’s
and our job to provide the best wireless experi-
Some of the biggest improvements Darin has
role is to support these efforts. “Every de-
ence to every customer every time and to build
witnessed over the years are the tools RC
partment plays a part in ensuring every team
lasting relationships that keep our customers coming back for life.”
has developed to serve customers. “When
member is well-equipped to take care of our
I first started as a Wireless Specialist, there
customers, and is available when issues or
wasn’t technology in the store except for a
problems come up that they need help with,”
landline phone and fax machine,” Darin
Darin says. This is why RC created the
says. “Everything from receipts to contracts
Solution Center six years ago. It’s a call cen-
were handwritten.” Those handwritten con-
ter whose sole purpose is to be a one-call
LEARN MORE To learn more about RC’s new touchless retail, turn to p. 26. RUSSELLCELLULAR.COM
15
PLUGGED IN
GROWTH SPURT
GROWTH SPURT Is Russell Cellular focused on customer satisfaction? Absolutely! RC also has to focus on sales. To do that, RC is now using the popular software Salesforce as one way to increase sales. The system helps track leads and prospects for future sales. We talked with Tina Crewse, Sales Operations Manager, for a look into company growth as a result of Salesforce. BY KAREN BLISS
211,957 LEADS CALLED
4.97% CONVERSION RATE
The beauty of Salesforce is it
When taking the time to call a
allows RC to consolidate all leads in one
customer, RC wants to help the customer,
platform. New customers can be add-
but also its team members. Tina says lead-
ed as sales team members interact with
ers can share new leads with team mem-
them, existing customers can be added,
bers. That means more leads can be act-
and Verizon customers can be added. On
ed on. Team members can also track their
top of that, customer campaigns can be
own leads to see how many appointments
pushed through Salesforce. For example,
or calls are on their workload. The goal is
Verizon can send RC a list of customers
to make it efficient to reach out to leads
who live near an RC store and who might
and contact as many leads as possible.
be interested in new unlimited data plans. Salesforce allows Verizon and RC to prescreen and segment customers into different lead categories.
34,986 LEADS CONVERTED TO SALES
19,106 UPGRADES, 2,379 ADDED LINES, 347 NEW LINES As a result of the converted
As a program used to help sales
leads, some of the most popular purchas-
teams “work smarter, not hard-
es are upgrades, added lines and new
er,” Salesforce is the best thing RC has
lines. Before Salesforce, RC didn’t have
ever had for tracking potential sales leads,
a way to report and track the number of
Tina says. The system makes it easier to
completed leads and resulting sales. It was
track leads, since Salesforce does a lot of
up to the individual stores or DSMs to track
the heavy lifting. Tina says it makes sales
these numbers, which meant RC’s overall
so much easier than a few years ago when
data was not the most accurate.
team members had to consciously make time to reach out to customers.
INBOX Each issue, we answer your
RC: How often does RC/Verizon
information about upcoming pro-
RC: Why is it important to put out
burning questions. Whether
change up promotions?
motions?
new signage and marketing ma-
you’re looking for advice on how
Sarah Rogers: New promotions
S.R.: The marketing department
terials?
to improve customer satisfaction
or changes to current promotions
sends a consolidated email to all
S.R.: There are a couple reasons.
or want to learn about ways to
tend to happen approximately
RC team members upon being
First, as a Verizon Authorized
give back to your community,
twice a month—at the first of the
notified by Verizon of promotional
Retailer, we are obligated to main-
we’ve got answers. This issue,
month and mid-month. Of course,
changes. There is also an inter-
tain the branding and merchan-
we turned to Sarah Rogers,
there might be one-off promotion-
nal website that Verizon hosts for
dising standards Verizon sets
Marketing Manager, to learn how
al changes at other times.
their own employees and agents
forth. From the Verizon perspec-
to learn more about Verizon pro-
tive, they want all their custom-
the marketing team can help the RC sales crew.
RC: How can sales teams find
motions. Find it at unboxdindirect.
ers to have the same experience
BY SARAH ROGERS
relevant marketing materials and
multiscreensite.com/Agents
whether they visit a corporate op-
16
RC CONNECTIONS / SPRING
PLUGGED IN
TECH TALK
REVVED UP RC is putting more focus on Google Reviews, and it's paying off. BY JESSICA HAMMER
That’s a big deal. Not only do those reviews help RC stores evaluate their performance, but the more Google reviews RC stores get, the higher they show up in a customer’s search results. As Jeven sees it, those Google reviews are a key part of RC’s digital presence. “Having a
Starting Feb. 1, 20201, there was a big change
positive digital reputation is huge,” he says. But
at RC. Over the past year, the company had
that jump in the ratings isn’t just about inching
used the platform Revv to gather customer
higher in Google’s search results. It’s also about
feedback. That info was sent to RC sales reps
building a strong reputation. “A higher score on
in the form of Rep Interaction Scores (RIS).
Google represents a positive experience, and
Starting February 1, RC did away with RIS and
that can drive residual business for the future
started using Verizon’s customer surveys.
and especially from referrals,” Jeven says.
That doesn’t mean RC is leaving Revv be-
To keep Google reviews coming in, Jeven
hind. For RC—a company that survives on a
says RC’s Solution Center has a plan. Each time
diet of customer satisfaction, getting raw feed-
a new review is posted, the Solution Center will
back from customers is crucial, and there’s one
reach out to that customer within 24 hours. If
way Revv has been incredibly helpful—Google
the customer had a negative experience, the
reviews. Once a customer completes an inter-
Solution Center will help solve problems and
action with an RC store, Verizon sends that cus-
hopefully retain that customer. That “adds to the
tomer a survey, and Revv invites them to fill out
service level and additional experience that we
a Google review.
can provide for customers,” Jeven says. It’s also
The impact Revv has had on Google reviews has been astonishing. Jeven Russell, Vice
visible proof to other customers that RC will go the extra mile to fix a problem.
President of Operations, says from May to
But Google reviews don’t start and end with
October 2019, customers wrote 6,000 Google
the customer. Jeven says they’re also a way
reviews. In the same six months in 2020, the
stores can take ownership of performance.
Revv platform delivered more than 300,000 to-
They can upload photos to Google, and they
tal surveys, which resulted in more than 16,000
can read reviews and address issues or cele-
reviews. That’s nearly triple the amount from
brate successes. “We empower our team to
2019. RC’s average score on the search en-
own their digital listings,” Jeven says. “These
gine jumped from 4.12 to 4.73 out of 5 in those
reviews are all about our reputation and our dig-
same six months.
ital presence, and our stores can own.”
erated location or an agent/retailer
chance to impact their decision to
a great way for them to stay up to
dealing with COVID, we are pre-
operated location. So regarding
make a purchase.
date on promotions and also get
pared to launch tools that will help
to know the heart of our team.
in the planning, execution and fol-
merchandising
and
marketing
materials, we need to look like
RC: In a touchless retail setting,
low up of community events, RC
every other Verizon store. Second,
how are customers seeing new
RC: How can stores drive more
there are customers who prefer to
promotions?
traffic with marketing?
do research and shop in a brick-
S.R.: Russell Cellular relies heavily
S.R.: In the coming months, the
and-mortar environment, so we
on our website, digital advertising,
Marketing Department will work to
need to keep things fresh so cus-
social media and email marketing
develop more resources to assist
tomers have a reason to visit our
to share promotions with custom-
individual team members in their
locations more frequently. If you
ers. If you can, have a customer
own grassroots marketing efforts.
get them in the door you have a
start following us on Instagram. It’s
Additionally, once we’re no longer
Photo by Brandon Alms
Cares efforts and the like.
YOU’VE GOT MAIL Have a question you’d like us to answer? Send your inquiries to RCconnections@ russellcellular.com. RUSSELLCELLULAR.COM
17
18
RC CONNECTIONS / SPRING
Photos courtesy of Russell Cellular
HEADED
TO THE
TOP Each year, Russell Cellular sets a goal for its stores across the country—get 100 points per month on the Sales Scoreboard. In 2020, RC had 1 store and 44 team members reach that goal. These six store managers made the list. Now they’re sharing tips on how they hit the benchmark, how they connect with customers while social distancing and what they think about touchless retail. BY ETTIE BERNEKING
Photos courtesy of Russell Cellular
RUSSELLCELLULAR.COM
19
"We obviously don’t shake hands any more, but we still give our customers the best experience, and we still ask the same questions and get to know them." —Timothy Smith
Timothy Smith Store: Elkton, Virginia Years With RC: 2
When you saw your goal for 2020, what was one repeatable step you took to hit that goal? Essentially, I just looked at what our store’s monthly goal was and broke it out by a per-
links and customers have a better record of
What was a sales moment you’re really proud
day basis. It’s a lot easier to break down
the transaction.
of from last year?
your goal then hit it all at once. It can be
Hitting our goal was huge. I was monitoring
daunting, but looking at it each day makes
What’s one tip you have for connecting with
the scoreboard like a hawk. Even my team,
it easier to learn as you go. For example,
customers?
we were all watching closely. That’s the first
yesterday was terrible. So I stopped and
Honestly, that hasn’t changed too much for
thing we do every day; we pull that up. If
reflected on what made it a bad day and
us. We obviously don’t shake hands any
we’re not hitting our goal, we talk about
learned what to do differently. That’s one
more, but we still give our customers the
what we can do to hit that.
thing we do every day; we constantly learn
best experience, and we still ask the same
from each other. Think tanks are key to
questions and get to know them.
success.
How do you stay up to date on new wireless technology?
How do you build repeat customers now that
RC does a phenomenal job of sending
When RC moved into a touchless retail
people are shopping more online?
emails and updates, and my DM does a
setting, how did your approach on the sales
I will say that we’ve noticed an increase in
great job of calling to keep us up to date,
floor change?
phone calls and in-store pick ups. But still,
but outside of work, I follow a lot of blog-
At first, it was a little challenging, but since
when a customer comes in, we make sure
gers and YouTube channels that go in depth
Verizon and RC worked out the glitches, I
we show them how to use in-store pick up
about new products.
love it. It makes the customer experience
and select our location so they can come
better, and us reps love it. I can just send
see us. We can still drive them to our store.
20 RC CONNECTIONS / SPRING
Photos courtesy Timothy Smith
"Be yourself. You are not a robot." —Mandi Benedict
How do you build repeat customers now that people are shopping more online? Our goal is to make sure we give customers the best experience the first time, so they continue to come back. I let them know that if they come in for a bill pay or tech support, I’m there to help them. I think that’s something people miss. If they’re not coming in to buy something, some reps don’t see it as a chance to build that customer relationship. But those people will come back to you when they upgrade or add an accessory. We have customers from the opposite side of the state
Mandi Benedict Store: Rapid City, South Dakota Years With RC: 2
who come in once a year to see us. It comes down to treating them the best you can. What was a sales moment you’re really proud of from last year? Hitting the 100 total sales for the first time ever. We don’t have the same foot traffic as other stores. We were able to hit that goal in June, and that was a big moment for us. From
When you saw your goal for 2020, what was
When RC moved into a touchless retail set-
there it continued, and we hit 100 total sales
one repeatable step you took to hit that goal?
ting, how did your approach on the sales floor
each month after that.
The biggest thing I do everyday is pull up the
change?
score board and set a daily goal for myself
In the beginning, it was really hard. What
How do you stay up to date on new wireless
and my reps. It’s easier to break that goal into
helped the most was using a rewards sys-
technology?
smaller goals. I give all my reps the same goal
tem. If I saw them using touchless, I would
We’re all kind of tech geeks, so when we get a
each day, but the focus changes day to day.
buy lunch. If I saw them not using touchless, it
new device in, we look up specs and reviews.
was a coachable moment.
We’re all super interested in technology, so it’s easy to stay up to date.
How did you use customer feedback to improve your performance?
What’s one tip you have for connecting with
I take it very personally if we get a negative
customers?
What brought you to RC?
review. Typically when we get a bad review it’s
Be yourself. You are not a robot. People love
I worked at a bar before getting in this indus-
very detailed, so that’s a learning opportunity
to talk about themselves, so when you give
try. That wasn’t the life I wanted to live. It was
for us. We can focus on the negative spots
them that opportunity, they really like that. It
very negative, and I wanted something I could
and grow from there.
gives you a better connection with them. They
grow with.
want to talk with a real human being. Photo courtesy Mandi Benedict
RUSSELLCELLULAR.COM
21
"You can get rid of dead air by talking to them, and if they trust you and talk with you, they’ll come back to see you. Keep the conversation going." —Jeff Tomlinson
doing a data transfer. You can get rid of dead air by talking to them, and if they trust you and talk with you, they’ll come back to see you. Keep the conversation going. It’s harder to gauge someone’s reaction when you can’t see their face, but you can tell by their tone. How do you build repeat customers especially now that people are shopping more online? We take the time to help them, but we also ask what they need. What does this customer need and how can we help? That shows we’re listening and we can deliver.
Jeff Tomlinson Store: Decatur, Illinois Years With RC: 3
What was a sales moment you’re really proud see what we could have done. You want to
of from last year?
build a good rapport with your customers. It
This was a repeat customer. She lived in
shows you’re invested in their happiness with
Charleston—so a ways away. She came in
the device.
and got an upgrade for her son. Then later that summer, she decided to come back to
When RC moved into a touchless retail set-
our store to work with me. She drove past
ting, how did your approach on the sales floor
other Verizon stores to get here. I was really
When you saw your goal for 2020, what was
change?
happy that she’d go out of her way to see me,
one repeatable step you took to hit that goal?
Interestingly enough, I was actually really bad
and I could help her.
We have them written on a white board in the
at executing this at first. Then one month
back, so you can check them throughout the
our store was at 100% consistently, and the
How do you stay up to date on new wireless
day and see where you’re at. RC gives us
goal was 70%. We knew this was something
technology?
categories for sales, so we can track daily re-
Verizon wasn’t letting up on at all, so we took
I’ll read updates on devices. I have to learn
porting, and it’s right in front of you. It can defi-
it seriously. We made it part of the process,
what other industry experts or influencers are
nitely help motivate, and I would have each
and we explained it to customers. The only
saying. Then I ask how customers use those
person update their own numbers.
time we can’t do touchless is if their phone is
devices. I try to read as much as I can. I read
broken or if they have a flip phone.
the Google reviews and watch YouTube videos. But as a tech person myself, I like to
How did you use customer feedback to improve your performance?
What’s one tip you have for connecting with
We got one review where we did everything
customers?
we could, but we still got a neutral review. I
I ask exploratory questions to get to know
had a rep call that customer the next day to
them. I build a rapport especially when we’re
22 RC CONNECTIONS / SPRING
know what the inside of these devices can do.
Photo courtesy Jeff Tomlinson
Leonard Diebold Store: Dresden, Tennessee Years With RC: 7
When you saw your goal for 2020, what was one repeatable step you took to hit that goal? We checked the scoreboard constantly. I look at it daily. That’s the first thing I do when I get to work to see where everyone is at, including myself. I see where we’re lacking. I stay really busy, but when I get alone time with a rep, we discuss what they need to work on and where they’re at. When RC moved into a touchless retail setting, how did your approach on the sales floor change? That was a tough move for everyone. But now that I’ve gotten into that pattern, honestly, it works really well. You get a customer that does not want to come into the store, you can have them sign the agreement over the phone. How do you build repeat customers especially now that people are shopping more online?
"Make their time pleasant, and let them build confidence in you. You don’t want to feel like a rep just wanted to sell you something. If they can trust you taking care of their account, and they get what they need, they’ll trust you." —Leonard Diebold
The key thing goes back to taking care of business for a customer. They need to know you’re on their side. Make their time pleasant, and let them build confidence in you. If they can trust you taking care of their account and they get what they need, they’ll trust you. What was a sales moment that you’re really proud of from last year? I’m in a small town, and we were store No. 39. There are more than 600 stores! I was No. 4 out of 2,000 team members, so as a team and as a store we were really proud of that. We’re not in a big city, so being No. 39 means we had repeat customers. It was something to be proud of. How do you stay up to date on new technology? I do a lot of studying. I have several sites that talk about what’s going on at Apple and Android. It’s cool to be able to explain that to a customer and how it will impact their device.
Photo courtesy Leonard Diebold
RUSSELLCELLULAR.COM 23
Victoria Sabbath Store: Shreveport, Louisiana Years With RC: 2 When you saw your goal for 2020, what was one repeatable step you took to hit that goal? Consistency was big. I followed the sales process and didn’t get off of the regular offers and promotions. I’m a firm believer that people buy from people they like, so I make my transactions conversational. When I leave work, I’m a customer somewhere else, so I know when I’m being worked. But if you’re just talking, it’s unexpected. I teach my reps this, so they’re a reflection of me. How did you use customer feedback to improve your performance? I check mine when I have downtime. I just
"At the end of day, customers come in seeking help. It’s up to you how far you’re willing to help. You can be mediocre, or you can be a different kind of sales rep."
go on Google and check. I let my reps know
—Victoria Sabbath
that these reviews go back to Google, so as customers shop, they look at reviews. If we get a bad review we meet and go over the comments that customer left. We go back and replay the interaction and see what happened. A lot of the time we’ve found that the rep wasn’t paying attention to what the cus-
How do you build repeat customers especially
setting up six lines with her. That was a big
tomer wanted.
now that people are shopping more online?
highlight for me. At the end of day, customers
It’s all about the person you are. If the custom-
come in seeking help. It’s up to you how far
When RC moved into a touchless retail
er likes you, they’ll keep coming back to you.
you’re willing to help. You can be mediocre, or
setting, how did your approach on the sales
Make it personable and provide great service.
you can be a different kind of sales rep.
I don’t think it had a negative impact on my
What was a sales moment you’re really proud
What brought you to RC?
approach. A lot of the times, I’ve found that
of from last year?
I was working at a call center doing custom-
a lot of our customers shop online before
I had a business customer who came in and
er service for another wireless company, but
they come in. They already know what they’re
it started off badly. I had a rep that was on
it started to become overwhelming. I started
looking for.
the way out the door. She had put in her two
looking around, and I knew the wireless in-
week notice, and a customer came in about
dustry and found Russell Cellular.
floor change?
What’s one tip you have for connecting with
15 minutes before closing and wanted to open
customers?
a business account. The rep shooed them
Why do you choose to stay at RC?
Listen. If you listen, 9/10 you’ll learn every-
away to do it online, which is totally not cor-
I like the level of care that is displayed by
thing you need to know. It’s also good to
rect. I found out, and reached out to the cus-
the Home Office. I’ve never called the Home
share stories with them. You can tell when
tomer to learn more about what happened. I
Office and had a problem. Everyone is willing
you’re being worked or a rep is fishing to offer
called the customer back, and she was upset
to help. It’s a very friendly atmosphere and
you a product, but if you make it personable,
to know she could have set up the account
you know if there ever is a problem you’ll be
that means a lot.
the night before. She ended up coming back
taken care of.
to give us a second chance and we ended up 24 RC CONNECTIONS / SPRING
Photo courtesy Victoria Sabbath
Chance Anderson Store: Springville, Utah Years With RC: 2
When you saw your goal for 2020, what was one repeatable step you took to hit that goal? I took over management of a store Jan. 1, 2020. It was my first management role, so 2020 was a big year for me. We would get our goals as a team and set an even higher goal. My theory is if you can hit the higher goal, then you can hit the standard goal set by the company. Leading by example was big. If managers lead by example, the team is more likely to get on board. How did you use customer feedback to improve
"One thing I really struggled with was the fact that customers can’t see you smile. It’s your tone of
your performance? I took pride in the RIS scores. I’m in an area with seven other Verizon retailers, so I made it a goal to have the top Google reviews in the county.
voice that becomes important... Make sure you’re staying positive and uplifting. That way, if there’s any negativity, we can’t feed off of that. "
We didn’t know which customers were giving us
—Chance Anderson
reviews, so we made sure we were taking every customer seriously. When RC moved into a touchless retail setting, how did your approach on the sales floor change? I’m not going to lie, it was hard. I was just three months into management, and I had to reroute
How do you build repeat customers especially
ness, and she came back in November, and I
everything I was used to. My DM helped me a
now that people are shopping more online?
remembered her and greeted her with her first
ton during COVID. My whole team was out for
We made it convenient and that was the biggest
and last name. She was amazed. I try to take 5
three weeks due to COVID, so I was the only
part. So if a customer came in for tech support,
minutes to make it memorable for customers.
rep in the store. It gave me an opportunity to
we would make it as convenient as possible to
You’re making it feel personable.
see how we needed to integrate touchless into
help them. As an example, we have in-store
everything we do. We showed customers we
pickups, and some customers were confused
Why do you choose to stay at RC?
were taking this seriously.
by this. So if a customer wanted to use this fea-
I feel like RC makes it a priority to show appreci-
ture, we would help them with the in-store pick-
ation to its team for its hard work.
What’s one tip you have for connecting with
up even if they were already in the store. What is your new goal for 2021?
customers? One thing I really struggled with was the fact that
What was a sales moment you’re really proud of
I was a top performer of 2020, and now I want
customers can’t see you smile. It’s your tone
from last year?
to get my store there as well. Our store came in
of voice that becomes important. Make sure
One thing I found myself doing a lot in the last
8th last year, and we missed one month of goals
you’re staying positive and uplifting. That way,
year was trying to remember every customer’s
when COVID really hit. That’s what hurt us.
if there’s any negativity, we can’t feed off of that.
name. A lady came in wanting some new stuff in February 2020. I found out she owned a busi-
Photo courtesy Chance Anderson
RUSSELLCELLULAR.COM 25
HE HAN S
HAN
SAFETY FIRST To keep team members and customers safe, RC limited the number of customers in each store.
26 RC CONNECTIONS / FALL
Photos byby Brandon Alms Photos Linda Huynh
In response to COVID-19 safety procedures in 2020, Russell Cellular and Verizon rolled out a brand-new touchless retail process to keep customers and team members as safe as possible. BY CLAIRE PORTER
When COVID-19 first hit the
ultra-competitive
and
validate the customer’s ID, or
United States in early 2020, we
I think if you want to succeed
market,
they can add a photo of the ID
“If you want
all heard the same advice: Wash
in business, this is the next big
to the portal without touching
to succeed in
your hands, stand 6 feet apart,
thing,” says Tina Crewse, Sales
a customer’s driver’s license.
wear a mask and don’t touch
Operations Manager. Tina and
Agreements and contracts can
business, this is
anything. However, when your
her department are a liaison
be sent via email or text to the
sales model involves hands-on
between Verizon and Russell
customer’s devices for signa-
customer service and standing
Cellular, so the Sales Ops team
tures, and they can pay from
next to guests as they sign pa-
was instrumental in rolling out
their own devices with the pay
perwork on a communal tablet,
touchless technology to all 600
anywhere option.
you have to get creative.
RC locations.
In response to COVID safe-
Parts of the new touchless
the next big thing.” —Tina Crewse, Sales Operations Manager
Of course, should the system have glitches or customers have
The videos were an integral
ty protocols, Russell Cellular
process were just expansions
difficulty, the traditional iPad POS
training tool for Amanda and
and Verizon rolled out an en-
of existing RC procedures. As
option is a backup. But con-
Alyssa. “What really helped us
tirely touchless retail process
an example, Tina says prior to
verting customers to touchless
kickstart the touchless process
last spring to keep customers
COVID, RC had in-store pickup
reduces how many hands are
was our Verizon Indirect Account
and team members germ-free
options for online orders. But
touching shared items. “Instead
Managers,” Alyssa says. “They
while still providing RC’s signa-
during COVID, the process was
of 100 people using the iPad a
made a cute little video for us on
ture in-person service. “We po-
expanded to curbside pickup,
day, it’s maybe 20, and that’s a
what a touchless interaction looks
sitioned it as a way to keep our
and a self-check-in option was
high estimate,” Amanda says.
like. It was very short, it was very
customers safe, comfortable and
added to the MyVerizon app to
confident coming into our stores
limit visitors in stores.
knowing that we’re going to have
Even the sales and activa-
the least amount of contact with
tion process got a hands-free
entertaining, it was very to-the-
Getting in the Habit
point, and I think it was short for a purpose. It showed that it doesn’t take too much extra time for us to
their personal devices,” says
revamp. Now team members
“The way we’ve had to adapt to
Alyssa Clark, a District Sales
pull up customer accounts by
touchless retail is by making it
effectively help our customers.” “What’s nice about the touch-
Manager who oversees nine
entering the customer’s phone
a part of our daily lives,” Alyssa
less process is it’s very simple,”
stores in southeast Iowa and
number into an iPad point-of-
says. “It takes 30 days to build
Amanda says. “I’ve seen that
western Illinois. “It also keeps us
sale system. The POS sends a
a habit.” To get teams on board,
page a million times now, so it’s
safe from whatever they poten-
text message to the customers’
Tina and the Sales Ops Team
easy to talk the customer through
tially, accidentally bring into our
phone with a hyperlink, which
integrated
training
it.” Although Alyssa and Amanda
stores.”
grants the RC team member
resources into the RC Home
both made it their mission to
Hands Off
Verizon’s
access to the account. “It’s a
intranet site. Within that training
learn the system intimately in
lot more secure because it’s
environment, District Managers
order to teach it to their teams,
like a two-factor authentication,”
and Sales Team Members can
they faced a little resistance to
Verizon officially rolled out its
says Amanda Malone, a District
find documents, checklists and
the changes.
touchless retail in April, but
Sales Manager who oversees
VZ Learn videos that explain
Alyssa and Amanda note that
Verizon had been working on
three stores in South Dakota.
each process. Tina and her team
the learning curve for adopting
touchless
also enhanced documents where
the new system was steep, es-
fore. “It’s what a lot of compa-
products
long
be-
tion is equally touchless. Team
needed but mostly relied on the
pecially for team members who
nies are doing to compete in an
members can either visually
Verizon resources.
were used to the traditional sales
The rest of the transac-
RUSSELLCELLULAR.COM 27
process. For others, technolog-
time-consuming if we run into er-
ical glitches caused one of the
rors, and, of course, that can be
biggest obstacles. “The most
frustrating not only for the team
frustrating part is when maybe it
member, but also for the custom-
doesn’t work,” Alyssa says, es-
er because it does sometimes
pecially for team members who
take an extra 5 to 6 minutes just
pride themselves on fast, friendly
for a signature.”
and effortless service. “We really
When and if that happens,
try to make it a part of our pro-
Amanda recommends keeping
cess so that if the technology is
a positive outlook despite the
not working, we can fix it right
glitches and apologizing for the
then and there so we can still
errors while walking customers
get credit for it and not touch our
through the additional steps
customer’s device and not have
they need to take. “Saying,
them touch our iPad. It can be
‘I’m so sorry, I know you just pressed that link. Will you press it again?’ and explaining what’s
“It was like something
going on keeps them cool, calm
HANDS OFF
and collected,” Amanda says.
RC sales reps can use iPads instead of touching customer’s phones.
And sometimes, it’s RC store managers who have had to help
clicked, and
assist.
I think we led
“We did have challenging
our region in touchless for at least two months.” —Alyssa Clark, District Sales Manager
the process, which she could re-
New Expectations
feedback from team members
lay to her team. “I could again be
about touchless at first, but it
confident in telling them why we
was all because they didn’t ful-
do it, that it’s part of our process,
Although it took some initial con-
ly understand the benefits or
and it’s what we’re doing to keep
vincing for team members to
the process,” Alyssa says. After
everybody safe at our stores,”
embrace touchless, customers
scheduling
she says. “And from there it was
were already expecting it. “I think
ings and being forthright about
like something clicked, and I
what we see in an overall image is
her team’s frustrations, Alyssa
think we led our region in touch-
it’s evident that touchless is what
gained more understanding of
less for at least two months.”
customers are wanting,” Tina
district-wide
meet-
says. “We’re trying to get our team members to think more like the
TOUCHLESS TIPS
customer, and as customers, we ourselves are looking for curbside
Taking the dive into touchless? Here’s how to make it work. KNOW YOU HAVE BACKUP. Amanda notes that sometimes the technology won’t work. It’s life, and there will be glitches. When those happen, use the iPad as backup and don’t be afraid to ask for help. PRACTICE MAKES PERFECT. Tina recommends having a friend or familiar customer act as a test subject. Slow down, go through the process and work out any sticking points while you have a patient, friendly subject.
BUILD UP YOUR TEAM. Alyssa made it her mission to know the system inside and out so she could assist her team, but she also ensured that reps within each store were equipped with the same knowledge so they could troubleshoot in Alyssa’s absence.
MAKE IT A GAME. To encourage district-wide adoption, Alyssa instigated a competition, handing out certificates to team members who were above 75% touchless usage and rewarding the store with the most certificates with a lunch.
28 RC CONNECTIONS / SPRING
options, we’re looking for quicker, SEE SOMETHING, SAY SOMETHING. Amanda recommends that DSMs and store managers be proactive about adopting touchless. Encourage and celebrate teammates that use the technology, and when an associate forgets to use touchless, gently direct them to the process.
faster ways to purchase items.” Even though the hands-off processes
are
by
customer,
every
not
preferred the
RC
personal service is still very much a SHARE BEST PRACTICES. Tina notes that if you’ve found strategies or tricks that work for you and your team, share your successes and insights with your peers.
Amanda likes to talk through each
STAY POSITIVE. Amanda recommends staying cool, calm and collected throughout any issues because customers mirror your emotions.
to expect. Similarly, Alyssa and her
KNOW WHERE YOUR RESOURCES ARE. Tina says knowing where to find help when you need it helps you process transactions faster.
part of every customer interaction. screen, text and notification with her customers so they know what team like to guide less tech-savvy customers through clicking links, signing with their fingers and new
Photos by Brandon Alms
<TECH WIZARDS
Customers can use touch-to-pay or even pay with an Apple watch.
5 BIG CHANGES CURBSIDE PICKUP Verizon added curbside pickup to its in-store pick-up (ISPU) process so customers can retrieve their items without ever leaving the car. SELF-CHECK-IN To limit the number of people waiting in stores, guests can check in using the MyVerizon app to be added to the queue. TOUCHLESS CHECK-OUT Using the store’s iPads, associates can send paperwork and account validation links directly to a customer’s phone. Customers can also pay via their devices. CO-BROWSE New customers can register and set up their account through the co-browse system. Customers receive a link and enter all account information through their own device. RESOURCE LIBRARY RC Home is now filled with an entire Touchless portal where you can find videos, checklists and other training documents.
technological processes. “That’s how we’re keeping customers
New Year, More Progress
confident and ensuring that they’re able to participate in the touchless
A year in and RC stores are
because we are right alongside.
seeing widespread adoption of
We might not be touching their
touchless retail, and the data
“It’s evident that touchless is what customers are wanting.” —Tina Crewse, Sales Operations Manager
devices, but we are walking them
backs it up. Alyssa says Verizon
ing the way of the future for
the common practice, you’re
through it,” Alyssa says.
tracks touchless interactions
RC, even after the pandemic.
completely comfortable with it.”
by looking at “opportunities,”
“It’s not going away,” Tina says.
Alyssa
the touchless procedures, Alyssa
After almost a year of following
or smartphones that have the
“This is only going to continue
touchless
and other RC team members say
web capabilities needed to go
to be enhanced.” At Amanda’s
stay, and I think it should stick
most customers appreciate the
through the touchless process.
stores, she is pushing her team
around because, even after this,
agrees. retail
“I
is
think
here
to
new process. “Customers are very
Because some customers have
to get used to touchless sales
it’s going to protect us all. It’s
thankful that we’re doing some-
lost, stolen or broken phones,
now while backup options like
going to keep people coming
thing, even if it’s something as little
Verizon doesn’t expect every
the iPad sales exchange are
back because they are now so
as them not touching our iPad,”
interaction to be touchless, but
still available as safety nets. “If
confident that Russell Cellular
Alyssa says. “It keeps them com-
Alyssa says the expectation is
you’re not yet on board, now is
will take care of them.”
ing back for little things that they
that a majority of a store’s inter-
a great time to move forward,”
could call tech support for. They’re
actions are touchless.
more confident knowing that we are practicing safety for everybody.”
Photo by Brandon Alms
Alyssa, Amanda and Tina all foresee touchless retail be-
she says. “Practice now and get it down so that, when the time comes that touchless is
RUSSELLCELLULAR.COM 29
MEETING CUSTOMERS WHERE THEY ARE
We’ve all been there whether from an employee or customer standpoint: you’re talking to a customer, maybe a few more are waiting in line, and then the phone in the store starts ringing off the hook. It’s distracting. It’s stressful. And it impacts customer service. How can you pay attention to two customers simultaneously without tarnishing the experience for one or both? “Our goal is to provide the best wireless experience to every customer, every time whether that is in
The new Customer Service Team inside the Solution Center is
store or a call-in customer,” says Jason Kapperman, Customer Solution
designed to meet customer needs, assist team members and
Manager. “The gap we found was with the retail call-in customer expe-
drive traffic to retail locations.
rience. That customer is looking for help, and there is an opportunity to
BY JULIANA GOODWIN
serve them better. We want to help our stores fill that need.” What Jason hopes is that when the phone rings, someone will be there to pick up. An audit at Russell Cellular found a percentage of calls to retail locations were going unanswered. That is a potential loss of business, so Russell Cellular launched a Customer Service Department at the Solution Center in Battlefield, Missouri, to address those unanswered calls.
30 RC CONNECTIONS / SPRING
Photo by Brandon Alms
5 Things
You Must
Know
The Customer Service Department is an expansion of the Solution Center, which began in 2014. The original Solution Center was a one-stop shop for team members and customers. This new department is focused on enhancing customer service, so customer calls will be routed to this office now.
This new team will be housed just down the road from Home Office Main in Battlefield, Missouri. RC has renovated the 8,000-square-foot building that was the former Home Office to accommodate the new Customer Service Department.
The objective is to provide better customer service and help team members by answering customers’ questions and setting in-store appointments.
Starting with seven team members in January 2021, the goal is to ramp up and to employ 40 team members by mid-year.
"We want to make sure that we keep customer and employee experience in mind and move the business forward in the right direction." —Jeven Russell, VP of Operations
The performance of the new center will be evaluated and enhanced to ensure the best experience is possible for our call-in customers and RC team members.
store locations. Here’s how it works: Calls are
to the phone system. As the company scales up,
rerouted from stores to the center, and RC cus-
the results of the call center will be evaluated.
tomer solution specialists will assist that caller.
“As calls start coming in, we will start analyzing
“There is a big segment of customers who
data,” Jeven says. “We want to make sure that
“This project stemmed from a conversation
call to make sure we have inventory on hand,”
we keep customer and employee experience in
more than a year ago, when we first talked to
Jason says. “We can also help navigate some
mind and move the business forward in the right
Verizon about how we could partner with them to
basic troubleshooting: ‘How do I get into the My
direction.”
better support our customers and bring our busi-
Verizon app?’ We can take those call types off
While this was in the works before COVID,
nesses into alignment,” says Jeven Russell, Vice
the shoulders of our retail team members. We
the pandemic emphasized the importance of
President of Operations. “They asked if we had a
also have customers who call in looking for a
meeting the needs of the call-in customer. More
call center that we could direct these unanswered
specific type of device. A big aspect of our job
customers call ahead of time before they show
store calls to and that started our conversation
will be appointment setting. ‘I have one at your
up. “We are going to evolve and change as we
internally. There is an opportunity for us to better
location, what time would you like to pick it up?’
go,” Jeven says. “I am excited to see this pro-
serve our customers and better support our retail
We will set up an appointment to enhance the
gram adapt. Our goal is always to drive more
locations. The RC leadership team brainstormed
overall customer experience.”
customers to our stores to give team members
together and decided to create a team that is truly
So here’s the hope—Now, thanks to the
the opportunity to help them. We are a brick-
customer-centric. This will do two things: support
Customer Service Department, customers, rather
and-mortar business, and venturing into a call
our existing team members and make sure we are
than blindly walking in, will have a better expe-
center is not our traditional style of business. We
taking care of our customers.”
rience because a team member will be waiting
want to make sure this endeavor complements
RC launched the new Customer Service
for them. While the initial launch included 20
our team and creates more opportunities for in-
Department in January. The soft launch began
stores, each week more stores will come online.
store sales for our team.”
with seven new team members and roughly 20
This new venture requires technology upgrades RUSSELLCELLULAR.COM
31
LAST WORD
LIFE OUTSIDE
WORKING FROM HOME
BALANCING ACT
Janine and her young family got to spend a lot of time together during COVID.
District Sales Manager Janine Wilson has a 2-year-old co-worker who has taught her the importance of balancing work and home life. BY ETTIE BERNEKING District Sales Manager Janine Wilson is a self-described workaholic. She’s not into hobbies and is not a crafts person, but she and her husband do have one pretty big piece of their life that takes up a lot of their extra time: their daughter, Emma. Emma—named after Janine’s godmother who passed away—is 2 years old. And when COVID changed the Wilsons’ work routine, Emma became the couple’s new “hobby,” and Janine had to break some of her workaholic habits. During a normal pre-COVID work week, Janine says she would arrive at one of her stores when it opened, spend six hours there, then
still take Emma outside. And as for her team,
Before joining RC, Janine worked for
communicate with other locations on her drive
Janine contacted them through daily Zoom
Ensignal, and the month Emma was born was
home. Then COVID arrived. Suddenly, in-store
calls. She called stores twice a day: once in the
the same month Ensignal transitioned to RC.
visits were halted, Janine’s in-store visits were
morning and again at the end of the day. “In the
At first, Janine and her husband were worried.
replaced by Zoom sessions and little Emma be-
mornings, the team can unload anything they
Then she made a phone call. “I called Brad
came a frequent Zoom bomber.
need to get of their chests,” she says, “and then
Boman and told him I was having a baby. I asked
Despite the sudden change in her work rou-
you can go over what their plan is for the day
if I would still have a job when I came back from
tine, Janine says she knows she’s been lucky.
and see if I need to set up trainings. By the end
my six-week maternity leave, and he said that
The day care the Wilsons use remained open
of the day, you ask if there’s anything they need
wasn’t enough time. He said to take as long as
during COVID, so the couple was able to send
for tomorrow.” As Janine has learned, “those
I needed because this was my first baby. That’s
Emma there safely, which gave them time to
morning calls are imperative. They’re a relation-
when I knew this would be huge.”
tend to their work. They also have family nearby,
ship builder.” She also learned that virtual store
Now, Janine is getting better at balancing
but Janine had to change her work/life balance
visits were a bonus. “For stores that don’t get
her work and home life. That’s in thanks to RC’s
when her husband’s workload changed and he
visited as much, I can create more of a relation-
culture of caring for its team and supporting
could no longer pick Emma up from day care.
ship through virtual visits,” Janine says. “That’s
them when needed. That support is going to be
That was tough considering Janine was on track
what I learned the most during COVID—we can
even more important for the Wilsons because
to hit a perfect score. Her district managed to
accomplish a lot in a 30-minute virtual visit.”
this growing family is expecting child No. 2 this
accumulate 100 points nearly every month
Even with the family’s four dogs barking in
March! Very soon, Emma will have a younger
in 2020, and Janine is someone who loves to
the background and the occasional Zoom bomb
brother named Willie, and Janine’s Zoom calls
work. But Emma needed her, so she had to find
by Emma, Janine balanced working from home,
will likely have a new member on the call.
a new daily routine. “That’s hard to balance,” she
supporting her team and keeping her family from
says. “You have to show your team you’re there
going crazy during quarantine. Janine says she
for them 100% and still be there for your family.”
knew RC would have her back. The compa-
To give everyone a reason to get outside,
ny’s genuine focus on creating a family-friendly
Janine and her husband assembled a playset in
work environment is part of what keeps her with
their backyard. On sunny afternoons when the
RC. She says she learned that lesson the same
family would usually go to the park, they could
month Emma was born.
32 RCCONNECTIONS / SPRING
SHARE YOUR OWN STORY Want to share your story with RC Connections readers? Send your name, title and a brief synopsis of your story to RCconnections@russellcellular.com. Photo courtesy Janine Wilson
2020 Year-in-Review Recognition PRESIDENT'S CIRCLE - TEAM MEMBERS PERFECT SCORE 1,200 PTS
55) Danielle Keeve - Aylett-VA
111) Matthew Godwin - Valdosta-GA
167) Seif Moussa - Arlington-VA
1)
Chance Anderson - Springville-UT
56) Claudia Hurtado - Delta-UT
112) Shandi Willis - Bremen-GA
168) Jody Flores - Trinidad-CO
2)
Jeff Tomlinson - Springfield 1-IL
57) Ryan Largent - Republic-MO
113) Rob Beaver - Cairo-GA
169) Valorie Keeton - Malvern-AR
3)
Timothy Smith - Elkton-VA
58) Erica Hunter - Cookeville-TN
114) Devin Butler - Seminole-FL
170) Patrick Smyth - Monroe 2-NY
4)
Leonard Diebold - Dresden-TN
59) Amanda Tudor - Kewanee-IL
115) Evelyn Lawson - Monroe 3-LA
171) Jannicke Nelson - Price-UT
5)
Brent Waits - Sulphur Springs-TX
60) Nicole Morgan - Adrian-MI
116) Georgina Cuevas - Artesia-NM
172) Justin Wentworth - Dunedin-FL
6)
Seth Boggs - Boone 1-NC
61) Mario Jeantette - Espanola 2-NM
117) Pam Cantrell - McMinnville-TN
173) Derrick Burgess - Valdosta-GA
118) Hannah Vandergrift - Cortland-OH
174) Harrison Flinner - Millersburg-OH
7)
Cassandra Granados - Taos 2-NM
62) Chad Spears - Sedona-AZ
8)
Victoria Sabbath - Shreveport 2-LA
63) Johnny Diaz - Vista-CA
119) Jayme Mata - Gallup 2-NM
175) Will Usher - Mt Pleasant-MI
9)
Jose Castanon - Valdosta-GA
64) Devin Clarke - Ruther Glen-VA
120) Hunter Hausler - Adrian-MI
176) Jordan Cook - Byron Center-MI
10) Mandi Benedict - Rapid City-SD
65) Chris Vickers - Ft Morgan-CO
121) Tricia Atkinson - Price-UT
177) Dawn Hambelton - Madisonville-TN
11) Jake Steinberg - Indianola-IA
66) Joseph Vassallo - Le Roy-NY
122) Christy Johnson2 - Dresden-TN
178) Eric Sloan - Salida-CO
12) Tanya Rivera - Yadkinville-NC
67) Tara Thole - Highland-IL
123) Jessica Moreno - Mt Pleasant-TX
179) Courtnee Hopper - Ava-MO
13) Randi Baker - Alma-MI
68) Adrienne Padilla - Albany-GA
124) Celene Mincer - Fallon-NV
180) Ivy Bolanos - Andrews-TX
14) Justin Padilla - Valdosta-GA
69) Jessica Carroll - Monroe 2-MI
125) Jose Barajas - Arlington-TX
181) Andrew S Brown - Ruskin-FL
15) Brittany Sartain - Tyler 1-TX
70) Adela Velasco - Alamosa 2-CO
126) Jojo Dillick - Shreveport 1-LA
182) Shay Mcgee - Mena-AR
16) Jen Fulbright - Paris-TX
71) Whitney Woodall - Tifton-GA
127) Lilly Hagnere - Elko-NV
183) Amber Hubbard - Sugar Mountain-NC
17) Matthew Fanning - Warrenton-VA
72) Justin Klatt - Berryville-AR
128) Eli Hiatt - Nashville-IL
184) Sierra Whitfield - Windsor-VA
18) Conya Tims - Douglas-GA
73) Dana Ramsey - Woodbury-TN
129) Ali Ambrogio - Elko-NV
185) Leslie Sumner - Tifton-GA
19) Dawn Shively - Highland-IL
74) Cole Smith - Alma-MI
130) Jenna Odom - Albany-GA
186) Kimm Riggs - Spearfish-SD
20) Dylan Srawley - Monte Vista-CO
75) Samuel Atkinson - Minden-LA
131) Percell Wright - Fredericksburg 1-VA
187) Amy Goetz - Wildwood 2-FL
21) Adrian Johnson - Stockton-MO
76) John Guillaume - Champaign 2-IL
132) Dillon Ellis - Valdosta-GA
188) Brandi Braddock - Cleburne-TX
22) Carla Walker - Madisonville-TN
77) Peyton Spivey - Fitzgerald-GA
133) Spencer Johnson - New Tazewell-TN
189) Brittani Brewer - Dequeen-AR
23) Joshua Pearson - Corsicana-TX
78) Tonya Harris - Jasper-TN
134) Jessika Perkins - New Orleans 2-LA
190) Lex Pishos - Byron-IL
24) Casey Solomon - Smithville-TN
79) Vincenzo Fezzuoglio - Warwick-NY
135) Kevin Delcid - Basalt-CO
191) Jacquie Jackson - Winnemucca 2-NV
25) Patrick Parker - Cairo-GA
80) Paco Munoz - Shreveport 3-LA
136) Bryan Shreck - Coal Township-PA
192) Kimberly Norwood - Paragould-AR
26) Greg Fischer - Dade City-FL
81) Kaysen Bennett - Richfield-UT
137) Jaylen Simon - Neosho-MO
193) Terranda Carlile - Ponca City-OK
27) Rachelle Mills - Douglas-GA
82) Chris Weaver - Montrose-CO
138) Justus Gilmore - Warrenton-VA
194) Niko Sheleby - Fresno 2-CA
28) Bri Eubanks - Fernley-NV
83) Paige Clark - Oakhurst-CA
139) Brett Hebblethwaite - Branson West-MO
195) Eli Campos Cornejo - Black Mountain-NC
29) Mike Hugger - Tuscola-IL
84) Desi Hicks - Lagrange-IN
140) Saqib Khan - Alexandria 1-VA
196) Santana Lucero - Taos 1-NM
30) Josey Diaz1 - Hamilton-MT
85) Valerie Barraza - Newnan-GA
141) Michelle Woelki - Winnemucca 1-NV
197) Tommy Fisher - Vernon-CT
31) Javier Munoz - Tremonton-UT
86) Ashley Benally - Page-AZ
142) Will Cardin - Kingsburg-CA
198) Thomas Stump - Englewood-FL
32) Tiffany Burton - Glenwood-AR
87) Eddie Olguin - Gallup 1-NM
143) Dustin Wise1 - Syracuse-IN
199) Mike Patel - Morgan City-LA
33) Miranda Weese - Englewood-FL
88) Mikayla Sondrup - Cedar City-UT
144) Steven McDaniel - Chatham-VA
200) Alexander Santiago - Tampa-FL
34) Emma Brenneman - Douglas-GA
89) Darla Moore - Waterloo-IL
145) Alyssa Anders - Sturgis-SD
201) TJ Evans - Rapid City-SD
35) Joshua Dowda - Burnsville-NC
90) Zac Johnson - McMinnville-TN
146) Oscar Gonzalez - Richfield-UT
202) Casey Johansen - Thibodaux-LA
36) Chris Shamp - Republic-MO
91) Kate McNamara - Cleveland-OH
147) Staci Rees - West Branch-MI
203) Alex Oswald - West Branch-MI
37) Aaron Myers - Unionville-CT
92) Travis Holmes - Salmon-ID
148) Brandy Tischofer - Cheshire-CT
204) Kayla Yoder - Nappanee-IN
38) Misty Cannon - Poteau 2-OK
93) Dustin Hall - Albany-GA
149) Mike Warren - Seminole-FL
205) Shana Turner - Cookeville-TN
39) Jessica Ainsworth - Monroe 2-LA
94) Ashley Atkins - Stafford-CT
150) Adam Grandt - Weaverville-NC
206) Logan Naylor - West Burlington-IA
40) Jesse Liebrecht - Salmon-ID
95) Brandon Snelgrove - Eastman-GA
151) Michael Pierson - Monroe 1-LA
207) Spencer Miller - Millersburg-OH
41) Tonya Doyle - Corsicana-TX
96) Zachary Bell - La Plata-MD
152) Stephen Atkinson - Thomasville-GA
208) David Hash - St Pete-FL
42) Seth Ralls - Corsicana-TX
97) Gabriel Stamey - Sugar Mountain-NC
153) Jimmy Lawhead - Rifle-CO
209) Ryan Fitzpatrick - Albuquerque-NM
43) Taylor Cocco - Southington-CT
98) Emalee Blakeslee - Pagosa Springs-CO
154) Lori Manning - Monroe 2-LA
210) Cassidy Bishop - Kewanee-IL
44) Levi Rodriguez - Englewood-FL
99) Kaylee Jolly - Sparta-IL
155) Suliman Mohmand - Woodbridge-VA
211) Jessica Wilson - Price-UT
100) Christy Wall - Springdale-AR
156) Isaiah Chandler - Amite-LA
212) Felicia Velasco - Tucson 3-AZ
45) Krystal Warthen - Espanola 2-NM
101) Latoiea Clayton - Magnolia-AR
157) Katie Hall - Fernley-NV
213) Andrew Johnson - Mena-AR
46) Brandon Dubois - Rock Springs-WY
102) Chanda Turley - Grants-NM
158) Maria Gibson - Douglas-GA
214) Adjoni Solomon - Amite-LA
47) Daniel Forrester - Livingston-TN
103) Monique Maez - Albuquerque-NM
159) Nena Madison - Blanding-UT
215) Justin Cannaday - Fort Worth-TX
48) Jacob Johnson - Ocoee-FL
104) Marrissa Reynolds - West Branch-MI
160) Andrea Roybal - Los Alamos-NM
49) Jazmin Lopez - Winnemucca 1-NV
105) Sara Castaneda - Winnemucca 2-NV
161) Abby Lennon - Hot Springs-AR
50) Sarah Bishop - Alma-MI
106) Stephan Brough - Springfield-VT
162) JJ Jonesv - Cookeville-TN
51) Larissa Lopez - Elko-NV
107) Nancy Gibbons - Byron Center-MI
163) Cheryl Krogh - Cedar City-UT
52) Barb Pritchett - Mineola-TX
108) Carlos Anaya1 - Greenville-TX
164) Keirston Taylor - Fairfield-IA
53) Ketrick Brodie - Rock Springs-WY
109) Franklin Harris - Sweetwater-TN
165) Keanu Hannon - Valdosta-GA
54) JD Davis - Colquitt-GA
110) Marina Blanco - Tulare-CA
166) Brandon Ryan - Mt Pleasant-TX
2020 Year-in-Review Recognition YEARS OF SERVICE
PRESIDENT'S CIRCLE
20 Years
Team Member
Regional Director of Sales
#1 Brad Loertscher
#1 Chance Anderson
Laketha Cunningham Kimm Riggs
District Sales Managers 15 Years
#1 Saher Samine 2) Britney Copeland 3) Juan Roybal
4) Monica Turner 5) Janine Wilson
6) Krissa Shewey 7) Nick Nunez
8) Michael Sentell 9) Stephen Knefely
Teddy Estes Dawn Shively
President's Circle Stores 1) Woodbridge-VA 2) Valdosta-GA 3) Richfield-UT 4) Springfield 3-MO 5) Fernley-NV 6) Elko-NV 7) Republic-MO 8) Springville-UT 9) Cairo-GA 10) Taos 2-NM 11) Highland-IL 12) Adrian-MI 13) Cedar City-UT
14) Corsicana-TX 15) Boone 1-NC 16) Rapid City-SD 17) Alma-MI 18) Rock Springs-WY 19) Fitzgerald-GA 20) Salmon-ID 21) Greenville-TX 22) Tifton-GA 23) Winnemucca2-NV 24) Elkton-VA 25) Madisonville-TN 26) Champaign 2-IL
27) Delta-UT 28) Tulare-CA 29) Douglas-GA 30)Sweetwater-TN 31) Englewood-FL 32) Price-UT 33) Alamosa 2-CO 34) Seminole-FL 35) Albany-GA 36) Winnemucca 1-NV 37) Stockton-MO 38)Cookeville-TN 39) Dresden-TN
10 Years 40) Tyler 1-TX 41) Bettendorf-IA 42) Taos 1-NM 43) Monte Vista-CO 44) Espanola 2-NM 45) Oakhurst-CA 46) Tremonton-UT 47) West Branch-MI 48) Millersburg-OH 49) Eastman-GA 50) Springfield 2-MO 51) Magnolia-AR 52) Sugar Mountain-NC
53) Thibodaux-La 54) Mineola-Tx 55) Branson West-MO 56) Smithville-TN 57) Amite-LA 58) Nephi-UT 59) Montrose-CO 60)Monroe 2-LA 61) Vista-CA 62) Wildwood 2-FL
RIS Gold Stores 1) 2) 3) 4) 5) 6) 7) 8) 9) 10) 11) 12) 13) 14) 15) 16) 17) 18) 19) 20) 21) 22) 23) 24) 25) 26) 27) 28) 29) 30) 31) 32) 33) 34) 35) 36) 37) 38)
Elmira-NY - 99.3% Wiggins-MS - 99.1% Grants-NM - 98.9% Eastman-GA - 98.9% San Diego 3-CA - 98.8% Sweetwater-TN - 98.5% Appomattox-VA - 98.5% Uxbridge-MA - 98.3% Sylvester-GA - 98.2% Lakeway-TX - 98.2% Blue Point-NY - 98.0% New Tazewell-TN - 98.0% San Antonio 2-TX - 98.0% Douglas-AZ - 97.9% Hagerstown-MD - 97.9% Kerman-CA - 97.8% Revere-MA - 97.7% Hopewell Junction-NY - 97.7% Cassville-MO - 97.5% New Rochelle 1-NY - 97.5% Montvale-NJ - 97.4% Rayville-LA - 97.3% Franklinton-LA - 97.3% Tifton-GA - 97.3% Irvine-CA - 97.3% Nashville-GA - 97.2% Corinth-MS - 97.2% Hobbs 2-NM - 97.1% Blakely-GA - 97.1% Hauppauge-NY - 97.1% St Pete-FL - 97.0% Woodbury-TN - 97.0% Windsor-VA - 96.9% Corsicana-TX - 96.9% Crestview Hills-KY - 96.9% Vienna 2-VA - 96.9% Lexington-TN - 96.8% Biloxi-MS - 96.8%
39) 40) 41) 42) 43) 44) 45) 46) 47) 48) 49) 50) 51) 52) 53) 54) 55) 56) 57) 58) 59) 60) 61) 62) 63) 64) 65) 66) 67) 68) 69) 70) 71) 72) 73) 74) 75) 76)
Lowell-MA - 96.8% Chattanooga 2-TN - 96.7% Woodbury-NY - 96.7% Collinsville-IL - 96.7% Chatham-VA - 96.6% Jonesboro-LA - 96.6% Clarksville-VA - 96.6% Shreveport 2-LA - 96.6% Mineola-TX - 96.6% Grundy-VA - 96.6% Monroe 1-LA - 96.6% Marietta-GA - 96.6% Kewanee-IL - 96.5% Lucedale-MS - 96.5% Bristol-CT - 96.5% Colquitt-GA - 96.5% Seminole-TX - 96.5% Jesup-GA - 96.5% Dresden-TN - 96.5% Sugar Mountain-NC - 96.5% Ruther Glen-VA - 96.4% Adel-GA - 96.4% Ocean Springs-MS - 96.4% Richlands-VA - 96.4% Littlestown-PA - 96.4% Tipton-IN - 96.4% Midtown East 1- NYC - 96.4% Unionville-CT - 96.3% Portales-NM - 96.3% Fort Madison-IA - 96.3% Mt Airy-MD - 96.3% Grayling-MI - 96.3% Breckenridge-TX - 96.2% Beverly-MA - 96.2% Nashville-IL - 96.2% Safety Harbor-FL - 96.2% Carrollton-GA - 96.2% Fairfield-IA - 96.2%
77) Farmerville-LA - 96.2% 78) Arlington-TX - 96.1% 79) Craig-CO - 96.1% 80) Alexandria 1-VA - 96.1% 81) Rowlett-TX - 96.1% 82) Bohemia-NY - 96.1% 83) Plainview-TX - 96.1% 84) Bartlesville-OK - 96.0% 85) Fernley-NV - 96.0% 86) Fayetteville-TN - 95.9% 87) Price-UT - 95.9% 88) Andrews-TX - 95.9% 89) Bastrop-LA - 95.9% 90) Limon-CO - 95.9% 91) Winnsboro-LA - 95.9% 92) Mena-AR - 95.8% 93) Medina-OH - 95.8% 94) Waltham-MA - 95.8% 95) Sparta Township-NJ - 95.8% 96) Lenoir 2-NC - 95.7% 97) Pocahontas-AR - 95.7% 98) Wynne-AR - 95.7% 99) East Rutherford-NJ - 95.7% 100) Gainesville-VA - 95.7% 101) Springfield 2-VA - 95.7% 102) Rockville 2-MD - 95.6% 103) Madisonville-TN - 95.6% 104) Albany-GA - 95.6% 105) Monte Vista-CO - 95.6% 106) Artesia-NM - 95.6% 107) Crown Point-IN - 95.5% 108) Cedartown-GA - 95.5% 109) Hot Springs-AR - 95.5% 110) Seminole-FL - 95.5% 111) Tampa-FL - 95.5% 112) Monett-MO - 95.5% 113) Westminster-MD - 95.5% 114) Jamestown-TN - 95.5%
115) Fairfax 2-VA - 95.5% 116) Kensington-MD - 95.4% 117) Big Stone Gap-VA - 95.4% 118) Effingham-IL - 95.4% 119) Manassas-VA - 95.4% 120) Englewood-FL - 95.4% 121) Fitzgerald-GA - 95.4% 122) Douglas-GA - 95.3% 123) Gainesville-TX - 95.3% 124) Sedona-AZ - 95.3% 125) Socorro-NM - 95.3% 126) Gallup 2-NM - 95.3% 127) Sparta-IL - 95.3% 128) White House-TN - 95.3% 129) McMinnville-TN - 95.2% 130) New Rochelle 2-NY - 95.2% 131) Hicksville-NY - 95.2% 132) Kings Plaza-NYC - 95.2% 133) Tyler 1-TX - 95.2% 134) Whitsett-NC - 95.2% 135) Grove-OK - 95.2% 136) Dunkirk-NY - 95.2% 137) Clarksdale-MS - 95.2% 138) Thibodaux-LA - 95.1% 139) Brandywine-MD - 95.1% 140) Trenton-TN - 95.1% 141) Albuquerque-NM - 95.1% 142) Chester-NY - 95.0% 143) Manchester-TN - 95.0% 144) Mt Home-AR - 95.0% 145) Weaverville-NC - 95.0% 146) Prudenville-MI - 95.0% 147) Clarksville-AR - 95.0% 148) Lorton-VA - 95.0% 149) Humboldt-TN - 95.0%
Misty Cannon
Trevor Heintz
Pam Cantrell
Christy Johnson
Britney Copeland
Chris Lucido
Audrey Dickerson
Benjamin Morin
Matt Duncan
Jordan Waddle
Cody Griffin
5 Years Sabrina Acosta
Brian Jordan
Tia Adams
Jennifer Loghry
Daniel Akhimie
Jackie Louf
John Avila
Amanda Malone
Liz Baggarly
Brian Mastin
Abby Betts
Jayme Mata
Cassidy Bishop
Amanda Mearns
Luebbers Blake
Jon Medin
Clarissa Candanoza
Courtney Moore
Spears Chad
Rainie Moser
Phoebe Chadwick
Jannicke Nelson
Kati Chambers
Jenna Odom
Jim Clanton
Lex Pishos
Mike Cotter
Tim Ramoo
Joel Deleon Valdez
Heather Reese
Stephanie De Santiago
Patty Richmond
Gregg Evanoff
Ashley Ripple
Jason Foster
Ali Schmidt
Misty Garretson
Angela Shaker
Prince Gill
Jennifer Shepherd
Paige Goss
Tyler Short
Mari Gray
Derek Sims
Eddie Guel
Eric Sloan
Katie Hall
Casey Solomon
Ricky-Paul Herman
Lacie Stromwall
Angela James
Kim Taylor
Christopher Jimenez
Herbie Upshaw
Tyler Jones
Greg Walden
A SINCERE THANKS TO ALL OF THE RC FAMILY