What would you expect from a MTN franchise

Pitbull

Pitbull

Verboten
Joined
Apr 8, 2006
Messages
64,432
Reaction score
5,088
Location
Hartbeespoort
Hi Guys

If I was to own a MTN franchise, what kind of things would you like to see from a store ?

Meaning:

Services like, phone delivery upon upgrade, a consultant that will deal with your account queries on your behalf. Data support ect.

Pls guys I need this for a business plan.
 
My problem with MTN stores is they always small and in malls they always get the worst positioned store.
 
I do have alot of ideas, but im on the same path as you;) different SP though.
 
Knowledgeable staff, yes. They should KNOW their products well including ALL the phones they sell (and the ones they don't), as well as all the price planes, contract types, special services, roaming, call services (diverts, voicemail), data packages, data setup, etc.
 
You should provide the essentials, like chargers, batteries, bluetooth headsets, etc. and also handle the repairs of customers' phones. And then of course you should always have 1 or 2 staff members around to explain contract details and help people complete forms. I'd personally prefer to pick up my contract phone at a store like that, since they're usually in malls and stay open till late (when I eventually get off work to go pick it up). The giant LCD screen on the wall is of course a given.
 
The Knowledgeable staff is a real big must !

With me having the back group and experiance would be of great help also.
I think the repair part is a bit of a sore point. I think all franchise repairs are done at Midrand. How about loan phones for the repair time, I have had alot of complaints about that part.
 
loan phones could help ... i understand that you cant just fix everything onsite , but this day and age a person really cant be without phone.
 
The sad thing is that we all inherently know what the market wants (short queues, knowledgeable staff, etc)... the implementation is the tricky bit.

Saying that, I love the complimentary tea/coffee/hot chocolate at the MTN Service Centres!!!
 
Pitbull said:
The Knowledgeable staff is a real big must !

With me having the back group and experiance would be of great help also.
I think the repair part is a bit of a sore point. I think all franchise repairs are done at Midrand. How about loan phones for the repair time, I have had alot of complaints about that part.
Click to expand...

I actually just meant that you should get it to Midrand, as opposed to the client having to drive there themselves. Loan phones are a great idea, though.
 
TiredOfWaiting said:
I actually just meant that you should get it to Midrand, as opposed to the client having to drive there themselves. Loan phones are a great idea, though.
Click to expand...

I see.

Great Idea thanx.

The location would be around Jo'burg, Pretoria so I can't see a problem with delivering the phones to Midrand same day. I like that idea.
 
Pitbull said:
The Knowledgeable staff is a real big must !

With me having the back group and experiance would be of great help also.
I think the repair part is a bit of a sore point. I think all franchise repairs are done at Midrand. How about loan phones for the repair time, I have had alot of complaints about that part.
Click to expand...

Loan Phones???
Lol you digging your grave there... dont do it. Its nice to try and give customers the best that you can, but certain things should just be left out completely!!
Remember this post if you do!:D
 
It's simple.

Assumed: Knowledge of service offerings, product working etc.

The differentiator is SERVICE! This would mean calling people back, even if you don't have the answer, to say I can't help you. I stopped dealing with the Constantia shop, simply because they never followed up. I notice that the shop is now closed, so I guess I wasn't the only one. There are 2 Vodacom stores ...
 
a job would be nice...lol but seriously good all round service and short waiting times would be great.
 
One BIG PROBLEM I have with MTN Outlets is they sell their phones with Original accessories in the box.If You break or loose the accessory no choice but to go to Vodacom4u store next door.Kinda Stupid on MTN's part.Anyway Vodacom4u is still cheaper than Nashua Mobile.
 
[1] A proper link to some form of MTN Customer Care would be useful. I.e. i've found i take out a contract at a shop, and you would sort of expect them to be able to HELP YOU when something is going wrong with the CONTRACT [i'm not talking phone and hardware related issues] . All they can do is either

a] Give you a number to phone [the normal helpdesk]
b] Phone MTN in your name....which seems to be the SAME number! I've stood in a shop where the shop phoned to find out why my contract is suspended a week after i got it, waited 20 minutes for THE SHOP to get through! In the end i realised i could've done the same thing myself, nothing the shop can do faster or "easier"..seems like they are treated same as any other "customer" .

[2] Also as was mentioned, GET BACK TO PEOPLE if you take their number and tell them you will call them back.

[3] At the very least keep stock and accessories of the phones you sell! Man,i still don't get it, i got a phone only MTN had, but forget about ever getting accessories at those same shops! And if i DO enquire about it, don't tell me "come back next week, we are getting "some new stuff" " ..instead show me what i can get and where to get it.
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X