2. ABC
Installation Planning Scenarios - VIPER
Grab your phones
Go to http://mydigitalpathways.com
Username: drsreview
Password: Drs1789!
Now open the Samsung folder on your phone
Then select My Files
Now open Documents to see work orders
Sec 6, Page 1
3. VIPER Review
Work Order 24, Exter Way
Work Order 19, 5010 1st St NW
Work Order 29, Harold Ave
Work Order 28, Goshawk Pl
Sec 5, page 2 thru 5
5. Customer Education/ Step 11
Explain work completed to customer
Take customer outside and show them the
installation
Go over SHS opportunities
Explaining The Basics
Sec 5, Page 6
7. Using the GSG
The GSG starts with easy tasks so you
gradually build your customer’s confidence
and then finish with more complex things, like
troubleshooting
Don’t make the mistake of assuming a
customer already knows something and skip a
section
7
8. Using the GSG
Let the customer “drive” the remote
With the remote in the customer’s hand, use
the GSG to show them how to use their
system step by step
This ensures the basics are taught in a
consistent manner. Short cuts can be
confusing, and can distract a customer from
learning the essential functions
8
9. DVR Basics
DVR Video
Role Play Customer Education / C-SAT
Hopper 3
10. SHS
Polk Audio Sound bar and Sub
What are the Needs?
Using the Top-Down Method
The best package to offer the customer is the Polk Smart Sound
System with the Sound bar and Subwoofer. But, if the customer
objects, inform them that they can purchase the just the sound bar
individually.
Best Practices
Let the customer hear the sound running through just the TV before
demoing the Polk system. This really demonstrates the audio quality
customers will be losing by just using their TV speakers. After the
customer has had a chance to hear the system, discuss how easy it is
to use and that you can install it for them.
Sec 5, Page 9
11. Platinum Protection Plan
Sec 5, Page 11
DISH Protect Platinum - $24.99/mo
What’s included? DISH Home Protection Plan
Discounted technician visits for your DISH service
Free shipping on all return authorization and accessory orders
for DISH equipment
Identity Restoration PRO – Powered by EZShield
Internet Security Plus – Powered by Webroot
DISH Protect Tech Advisor
Premium Whole Home Device Protection Plan
14. Platinum Protection Plan
Premium Whole Home Device Protection Plan
Premium Whole Home Device Protection – that covers repair or replacement of
your entertainment, gaming, and home computing products to give you peace of
mind.
Eligible products include TVs, PCs, Tablets, Gaming Systems, Home Theater
Systems, Routers, External Hard Drives, and Universal Remote Controls
(excludes smartphones)
Device Protection coverage begins 30 days after enrollment:
Operational failure of your covered product
Mechanical and/or electrical failure of your product caused by failures due
to normal wear and tear, dust heat and humidity, power surge, and defects in
materials and workmanship
Claims require a service fee of $50.00
Coverage does not include smartphones, pre-existing conditions, accidental
damage, and other exclusions (for a full list see terms and conditions)
18. Dish Protection Plan – Top Down Recommendation
Top Down Recommendation
Best – Platinum Protection Plan
I think you’ll enjoy having the benefit of the DISH Protect Platinum
plan with its 24/7 tech support and protection for all your connected
devices, cybersecurity, and identity restoration, for only $24.99 more
a month. Most of our customers have found the best way to pay is by
using the card you already have on file with DISH. Would you like to
use that today?
Better – Gold Protection Plan
I understand that you may not be able to get the DISH Protect
Platinum plane but I think you’ll enjoy having almost all the same
benefits of the DISH Protect Platinum plan for only $12.99 more a
month with DISH Protect Gold. Would you like to use that today?
19. Dish Protection Plan – FAQs
What is DISH Protect?
DISH Protect is a tiered protection plan program offered to customers; the three tiers are Silver, Gold, and
Platinum. These plans vary in coverage and cost, including services provided through three additional partners:
EZShield, Webroot, and Asurion. DISH Protect is available for customers with DISH Satellite TV and dishNET;
Hughes customers are not eligible. Public/Private customers are only eligible for DISH Protect Silver currently.
What does a customer need to sign up for DISH Protect?
Customers looking to sign up for DISH Protect Gold or Platinum must have a valid email on-file. This is due to
service activations.
What happens once a customer signs up for DISH Protect?
Customers of all tiers will receive a Welcome Email, acknowledging their purchase of the program and providing
them with additional details – such as activation codes and instructions for Gold and Platinum. Within two to
three weeks of signing up, Gold and Platinum customers will also receive a Welcome Kit by mail. These kits
provide more detail regarding the customer’s coverage, including additional contact information and instruction
regarding the use of their plan.
Do customers receive any credits upon signing up?
On a new connect, if the customer has DISH Protect Silver and the tech upgrades to Gold, they will receive an
$8.99/month credit; meaning the customer will pay $4.00/month for the first six months. Technicians should call
into DASH to add any DISH Protect plans to a new connect. Customer plans are month-to-month, allowing them
to cancel at any time; fees are required for plan cancellations.
20. Dish Protection Plan – FAQs
What features are included in Identity Restoration?
Customers will receive varying levels of Identity Restoration support based on their DISH Protect plan.
DISH Protect Silver – Identity Restoration
Fully managed identity restoration; year-round, 24/7/365 identity restoration live support
Covers lost/stolen wallets, breached data, fraud, and identity theft
DISH Protect Gold/Platinum – Identity Restoration PRO
Fully managed identity restoration; year-round, 24/7/365 identity restoration live support
Covers lost/stolen wallets, breached data, fraud, and identity theft
Dark Web monitoring and alerts
Newsletters/Online Education
What features are included in Internet Security Plus?
Next-generation, cloud-based, antivirus and cybersecurity protection
Identifies harmful files on a customer’s computer, working in real-time with the customer’s computer to perform
scans without slowing down system speeds
Guards personal information by blocking the latest malware, phishing, and cyber-attacks in real-time for PCs, Mac,
and mobile devices
Customers can protect up to three devices at a time and have the ability to switch device coverage through their
Webroot dashboard
21. Dish Protection Plan – FAQs
What features are included in DISH Protect Tech Advisor?
DISH Protect Tech Advisor is only available for customers with DISH Protect Gold or Platinum. Note that
customers must download the Tech Advisor for DISH Protect App to receive these benefits. The app is available
in the Apple App Store for iOS and Google Play for Android; it is also available in Spanish, customers must have
Spanish as their phone’s native language to access this version.
DISH Protect Gold – Entertainment Support
One-stop solution for troubleshooting a variety of entertainment devices, apps, and services
US-based tech support; 7:00am-1:00am ET Monday – Friday and 7:30am-12:00am ET Saturday and Sunday
Click or call for instant access to unlimited support with the Tech Advisor for DISH Protect app
Customers calling in will be greeted by a “DISH Tech Advisor”
DISH Protect Gold/Platinum – Identity Restoration PRO:
One-stop solution for troubleshooting all IP connected devices in their home – no matter how many they
own
US-based tech support; 7:00am-1:00am ET Monday – Friday and 7:30am-12:00am ET Saturday and Sunday
Click or call for instant access to unlimited support with the Tech Advisor for DISH Protect app
Customers calling in will be greeted by a “DISH Tech Advisor”
What happens if the tech advisor cannot solve the customer’s problem?
The tech advisor will continue working on the customer’s issue until the tech advisor has either come to a
resolution or encounters a non-resolvable issue through extensive research. If the latter occurs and the customer
has DISH Protect Platinum, the tech advisor will then work with the customer to either replace the product, cash
out, or repair the customer’s product through the Whole Home Device Protection Plan (more below).
22. Dish Protection Plan – FAQs
What products are covered by Whole Home Device Protection?
The Premium Whole Home Device Protection, included in DISH Protect Platinum, covers repair
or replacement of your entertainment, gaming, and home computing products. Eligible products
include TVs, PCs, tablets, gaming systems, home theater systems, routers, external hard drives,
and universal remote controls (excludes smartphones). Device protection coverage begins 30 days
after enrollment:
Operational failure of your covered product
Mechanical and/or electrical failure of your product caused by failures due to normal wear and
tear, dust heat and humidity, power surge, and defects in materials and workmanship Claims
require a service fee of $50.00
Individual claims cannot exceed $2,000; annual claims cannot exceed $6,000
Coverage does not include smartphones, pre-existing conditions, accidental damage, and other
exclusions (for a full list see terms and conditions).
Where can I find more information on the Identity Restoration Services, Tech Support, and
Internet Security?
Customers can find more information regarding these products through their Welcome email or
through MyDISH.com. Technicians can find more information under the DISH Protect section of
Portal, including competitive information.
28. Preparation and Planning
Staging your jobsite, tools and equipment properly is
a vital portion of the planning process
A well laid out jobsite is critical for effective and
safe implementation of your plan
A proper plan will reduce attic time and minimize the
risk of injury and damages
Always start at the farthest or most difficult point
first, then work your way back towards the attic
access
Drink plenty of water before, during and after
No more than 15-20 minutes at a time in the summer
29. Hazards
MINIMUM HEIGHT for entrance is 3ft –
a 3 foot cushion of space all around
Adequate access points – ladders?
Safe available working space
Water pipes
Electrical lines
HVAC systems
Metal truss plates
31. Nails – roofing and trusses
Damaged wood or sheetrock
Customer property improperly stacked
or breakable
Spiders and other pests – look for them
where you’re working
HEAT EXPOSURE!!!!
Hazards
32. Entering the Attic
Damages are often created when too much of your body weight is applied
to the scab at your entry point into the attic
33. Prepare to enter
the attic using the
Little Giant
Ladder if an attic
ladder is not
available
Entering the Attic
34. Set the ladder base
at the proper angle
using the 4 to 1
rule
Use bags of
concrete (not
inside house) to
block the feet
from slipping if
necessary. Use the
rubber mat that
comes with a non
pen mount for
indoor use.
Entering the Attic
35. Ladder positioned
to the correct
height inside the
attic opening
Three rungs above
the inside of the
opening when
getting off the
ladder
Entering the Attic
36. Keep an eye on your surroundings while
entering the attic
37. Plan your route through the attic.
Is there adequate space to maneuver and
work safely?
39. Ensure you use the heel hook method for foot placement!
Stay off of your toes, as your foot is likely to slip off the truss. Do not place
your foot parallel along the truss, always step perpendicular on the truss.
Stay off your toes!
Don’t place your foot parallel along the rafter!
Heel Hook Method
40. Get around obstacles safely & efficiently while maintaining at least
three points of contact. If you have to get on your knees, you should
make it as brief as possible, realizing you are at extremely high risk
for injury or damage!
42. Damages
All damages must be reported immediately
Existing damages identified prior to beginning work:
Inform customer of the existing damage
Inform your FSM of the existing damage
Contact Risk Management, fill out a DA in your I-Auditor,
and send the DA to drsriskmanagement@drsinstall.com
If damages occur while working in the attic:
Notify the customer immediately
Contact your FSM or POC about the damage
Report to Risk Management while on site
Take photos of damage
Complete the damage assessment form within 24 hours of
the incident
53. Safety Takeaways
Identify hazards ahead of time
Properly navigate through attic (take your
time)
Properly enter and exit attics safely
Carry tools and equipment safely while
maintaining three-points of contact
Never spend longer than 20 minutes at a time
in the attic; take frequent breaks
Stay hydrated
53
54. Benefits of Proper Planning
Reduce damage claims
Reduce injuries
Increased productivity
Increased completion percentages
due to quicker identification of
potential delays
Higher customer satisfaction
56. Hands on Attic Training
• Attic training while others:
Set up and demo-Soundbar using trailers
Build dishes
Point and peak
Customer education role play
Mounting
Screw-clipping/cable routing
