Both Jim and Justin were sent in years ago to bring StarChoice into some form of profitability. Which they did. The loss of experience and talent with these two gone is immense.
While Jim met the initial goal of getting Star Choice into a positive cash flow and profitable position as soon as possible, what did he do after that?
Very little as his lack of interest or capability in making Shaw Direct a first class customer focused organization is quite apparent.
a) He thought the Benchmark for good customer service was for a Canadian to answer the phone in a timely fashion. Very admirable - but only 1 facet of good customer service. If one looks through the history of complaints on forums, it is apparent the same missteps are repeated over and over again. For example - technical issues with Shaw Broadcast Services have NEVER
been addressed in a timely fashion. The audio dropout problems on CBC HD exist even today. And remember the problems on Fox Detroit HD. How many months did that go on?
b) Unscrupulous door to door salespeople. I personally warned him about lying salespeople and sales management in Ontario years ago. Yet he did nothing to remove these flim flam characters for an extended period.
c) Failure to take the time to learn the technology and where it was headed. The DSR500 was a joke with it's lack of 8PSK capability. Yet a startup satellite company (Voom) knew all about it and had Motorola add it to it's first offering - which became the DSR505. And if he had taken the time to play with DirecTV's first or second generation MPEG4 receiver, he should have seen that the 505/530 series was obsolete before deployment.
d) Failure to understand that ku slots were limited in the centre of the arc. He should have quit as soon as Jim Shaw passed on Anik F3 ku transponders. Any smart business person would have realized Jim Shaw had 0 interest in satellite and it was time to get the resume out.
e) Lying Marketing materials
Sales means presenting one's products in the most favourable light. Puffery and fancy catchy phrases are a big part. However outright lying is not: eg - "Most advanced DVR", and "No contract".