| Ho'Tel: Hoberton Telecom, Inc. |
| SCREEN |
The following is not a paid presentation, but it plays one on
TV. |
| INTRO |
Exciting music, play clips of lots of telephony products and
workers. Stock footage from Nortel or other telecom videos might
work well, if we can get hold of one. |
| SHOT |
As music ends, shot of Ho'Tel building with caption
"Ho'Tel". Hold for a few seconds. |
| SOUND |
Music bed starts for Cherry. |
| SHOT |
Various shots of Rochester. |
| VOICEOVER |
This is Rochester, New York - one of the first cities to open
the telephony markets to competition. |
| SCENE 1.1. |
Cherry in front of Ho'Tel building |
| CHERRY |
Hi, I'm Cherry Aimless, and I'm here to tell you about Hoberton
Telecom, a new provider of telephone service and related products.
Let's start at the top, with Lisa Moodgroove, president and CEO of
Ho'Tel. |
| SHOT |
Panning upward on the building. |
| SCENE 1.2. |
Plush, mahogany-row office |
| SUBTITLE |
Lisa Moodgroove, CEO |
| LISA |
Ho'Tel's business strategy is simple: we want to provide good
products at reasonable rates, and back it up with customer service
that is unparalleled not only in the telephony industry, but
unparalleled in any industry.
Whether you're looking for plain old telephone service, a
high-speed DSL line, dedicated T1 or optical lines, we want to
provide it to you. And we want you to feel good about what we
provide.
|
| SCENE 1.3. |
Cherry in a park |
| CHERRY |
Directory assistance is an integral part of the American
telephony industry. Let's talk with Candy, one of the
administrative operators for Ho'Tel directory assistance: |
| SCREEN |
Directory assistance (DA) |
| SCENE 1.4. |
DA Call center |
| SHOT |
Candy in call center, talking with us. |
| |
DA terminal is a computer with an extended keyboard, and a
little credit-card-processor-like billing terminal next to
it. |
| SUBTITLE |
Candy Oophemkoop, Ho'Tel Directory Assistance |
| CANDY |
Our strategy with DA at Ho'Tel is to provide the customer with
service that makes them want to call back. Most of our competitors
are using the latest interactive voice systems with speach
recognition to reduce the average work time of each call. |
| SHOT |
A gentleman using a telephone. |
| VOICEOVER |
[in IVS mechanical manner] The number is, 5-5-5... |
| CANDY |
When we put together Ho'Tel's directory assistance, we made a
commitment to never be so impersonal to our customers. To do this,
we charge by the minute, instead of by listing like most of our
competitors. Our customers don't seem to mind: since our entry into
the market, the number of calls per customer per month has
trippled. |
| SHOT |
Candy is at a computer, headset on, interacting with
computer and phone. |
| CANDY |
Hi, this is Candy 36-24-36, what city please? [Pause]
What listing? [Pause] That number is 555-7635. Is there
anything else I can do for you? [Pause] Aw... So you're
feeling lonely. Would you like to chat a bit, or would you like
some company? [Pause] |
| SHOT |
Candy is talking with us again. |
| CANDY |
That little extra personal focus makes a happy customer who
will be calling back. Sure, we cost a bit more than our
competitors, but isn't your pleasure worth it? |
| SCENE 1.5. |
Cherry using a home phone |
| CHERRY |
On phone. I love you too, hon. Bye. Hanging up and
turning attention to camera. Everyday calls to your neighbor
are easy to make. International calls, collect calls, credit card
calls, specialized billing, person-to-person and other calls may
require an operator. For these, you speak to a toll & assist
operator. Here's Bitsy Schmooze to fill us in on Ho'Tel
T&A: |
| SCENE 1.6. |
T&A operators |
| SHOT |
Bitsy at a computer, headset on. T&A terminal is a
specialized console, like a PBX receptionist console. There may be
an old DEC terminal nearby. |
| SUBTITLE |
Bitsy Schmooze, Ho'Tel T&A |
| BITSY |
My job at T&A is to make sure that customers can get
through to their parties. When someone needs help with service,
they call me up and I give 'em what they want. The caller might be
trying to reach someone who's in and out, in and out all day long.
And it can be so hard for a customer when they're dialing a
friend in Europe and want credit card billing. And cell phones,
oi-vey, if you need to reach someone with a cell phone who's out
doing some deep-sea fishing. But whatever the customer wants, with
just a couple of strokes on my keypad, I get them set up. |
| SHOT |
Bitsy taking a call |
| BITSY |
Operator Bitsy. Pause. You want that person to person?
Pause. To where? Pause. That's a really long one,
sir. Certainly longer than most caller I work with. Pause.
Yes, I'm sure we can get connected. Now relax while I put it
through. |
| SHOT |
Bitsy talking with us again. |
| BITSY |
Some folks outside the company don't respect me for working in
T&A, but I find everyone here can be fun to work with. Everyone
at Ho'Tel likes to take care of each other. Working with T&A --
and Ho'Tel in general -- can be very fulfilling. |
| SCENE 1.7. |
Cherry in an Office |
| CHERRY |
To keep operations running, Ho'Tel needs to bring in the money.
That happens here, at Ho'Tel's billing and collections. Let's talk
to Chastice Hokendoke to give us the scoop: |
| SCENE 1.8. |
A cube |
| SHOT |
Chastice in her cube, stocked with traditional cube stuff,
and maybe a few kink toys in less obvious places. |
| SUBTITLE |
Chastice Hokendoke, Ho'Tel Billing & Collections
department |
| SOUND |
[crack of whip] |
| CHASTICE |
Here in Ho'Tel billing, we work to satisfy the customer by
offering a variety of billing options. With out standard billing
options, we can bill once a month, once a fortnight, or once a
week. If these don't work for a customer, we're happy to work with
them to try to find a schedule that meets what they desire. |
| SOUND |
Crack of whip |
| CHASTICE |
If a customer doesn't pay, we do get a bit serious. We've had a
few complaints about our handling of late payments, but most of
those are from single-time offenders. Many of our customers seem to
enjoy the personal attention they receive if they don't pay on
time. Some of our customers have said that, after the first time
they missed a payment, they intentionally don't pay with the
expectation that a Ho'Tel representative will show up sooner or
later. We do charge late fees, but most of the customers who are
regularly late seem to think the fees are reasonable. I think it's
just another example of how our customers enjoy the personal touch
given to them by Ho'Tel. |
| SCENE 1.9. |
Lisa's office |
| LISA |
Our billing department knows our customers -- especially the
problem ones. They make sure people's bills are paid. At Ho'Tel, we
want to make sure billing is fair. And that means not allowing
employee incompetence to create a scenario where good, reliable
customers are subsidizing the bills of the problem ones. |
| SCENE 1.10. |
Cherry in front of utility poles with many line
wires. |
| CHERRY |
Like any telephone company, Ho'Tel maintains their lines to
your home or office. Let's hear from Melanie Scoops, who is in
charge of Ho'Tel line maintenance. |
| SCENE 1.11. |
Tool crib or stock room with telephony equipment |
| |
Alternate scene: Truck yard/garage for a telephone
company. |
| MELANIE |
Waving arm to indicate surroundings. This is Ho'Tel's
line crew dispatch center. Like any telecom, we have to maintain
the lines between our switching offices and to customer sites, be
they home or office. We've got a mixture of technologies out there:
fiber between the offices, Copper T-1s to some of our business
customers and from the end offices to multiplexers in customer
neighborhoods, then analog copper to customer homes. It's installed
in a variety of methods: most of the fiber is burried; copper is
sometimes burried but most of it is on poles.
We strive to keep the lines in the best of shape to ensure
customers get clear conversations and reliable service, whether
voice, DSL, T1, whatever. What sets us apart, though, is the way we
treat our employees. Traditionally, line crews are dressed in hot,
drab uniforms, year-round. In the summer, they're out there
sweating hard. For most of our folks, we see this mode of dress
unnecessary. It's better to let them dress in something comfortable
for the season, unless there's a safety reason for it. A
comfortable worker is a happy worker, and therefore a quality
worker. As a result, most folks remember us by the well tanned,
beach-bunny look our employees get during the summer. The surveys
we've done indicate nearly 100% brand recognition amongst
customers, and the highest customer satisfaction rates in the
business.
|
| SCENE 1.12. |
Lisa's office |
| LISA |
Great customer service is often said to start with customer
focus. That's not really true, because unhappy workers don't treat
customers well. It starts with good management, making happy
workers, making satisfied customers. |
| SCENE 1.13. |
Playing volleyball on a beach |
| |
The rest of the Ho'Tel staff is behind Cherry. Everyone is
dressed in bikini/swimsuits, and is playing volleyball. |
| CHERRY |
Well, that about wraps up this introduction to Hoberton
Telecom. If you're interested in service, give us a call. |
| LISA |
Cherry, your serve. |
| CHERRY |
Turns to face court. Coming. Back to camera.
Check your white pages for our listing. |
| CHASTICE |
Hurry up or I'll beat you. |
| MELANIE |
I don't think that's a punishment for her. |
| CHERRY |
Giggles. |
| OVERLAY |
For service, call Ho'Tel at 555-Hot1. |
