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We want his to be a customer-service-driven organization," says Bill Wheeler, president and general manager
of Cellular One, of Indianapolis. So he got his six phone installers to approve a simple bonus plan that accounts for more than 10% of their
pay.
As part of the plan, each time a customer commends an employee's work - in a letter, in a survey, or to
Wheeler in person - that employee receives $10. Each time a customer complains about an employee, $10 is deducted, and $20 is deducted
every time a customer's vehicle is damaged.
"Installers really go out of their way for customers now," says Wheeler, who estimates damages to customers'
vehicles have plummeted 70%, compliments have tripled, and sales have grown by 613% since the program was started three years ago.
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