Pine Tree Cellular: Personal Connections
by Michelle Troutman

According to a recent survey by the Pew Research Center, 83% of American adults own a cell phone. Pine Tree Cellular manager and co-owner Marc Girard admits that with so much market saturation, and fewer customers who've never owned one, sometimes it can be a little difficult "selling phones and keeping your head above water." A U.S. Cellular provider, many of their new sales come from data-based devices such as smartphones and tablet PCs.

"Now, we're seeing such a huge growth in data that it's really mind-boggling," says Girard. "It's not really one segment of the population. We see older folk, younger folk -- everybody's got a smartphone now."

U.S. Cellular is starting to market tablet PCs. Among them, Pine Tree Cellular offers the Samsung Galaxy, the Motorola Xoom, and the HTC Flyer. Girard believes they will be an important part of U.S. Cellular and the wireless industry's portfolio in general.   "U.S. Cellular has been here over 20 years, and they're constantly building towers," says Girard. The company participates in a program with the federal government; through taxes on service, the government helps cover the cost of constructing new towers.

They are the only provider in the region to upgrade their towers to the faster fourth-generation Long-Term Evolution wireless broadband technology (4G LTE).

"It's a big thing for the first quarter, with speeds 10 times faster than what we have now, which I don't think is slow now, but fast is good, right? It's going to make a difference with aircards [wireless cellular data cards for laptops]," says Girard, "Because right now, our speeds are closer to what FairPoint would be if you were using Internet, whereas, they're a lot faster with LTE."

Whether U.S. Cellular will have an iPhone is a big question mark. They haven't ruled out being a provider if Apple releases a future model capable of running LTE.

Pine Tree's most popular smartphones are their HTC, Samsung, and Motorola lines.

The Motorola Electrify is most like the iPhone, with nearly identical features: an eight megapixel camera, dual-core processor, front and rear-facing camera, and Skype. "The iPhone doesn't have anything on that one," says Girard.

"It's amazing. I tell people what I can do with my phone -- I can do my online banking, you can actually view real Web sites, you can view videos. If somebody asked me now if I wanted Internet at my house or Internet on my phone, I would probably take Internet on my phone. I very rarely haul out my laptop at my house anymore. I have a tablet and I have a Samsung Mesmerize Galaxy S smartphone.”   As part of U.S. Cellular's Belief Project, they offer Belief Plans, which allow customers who have fulfilled two-year contracts to pay on a month-to-month basis. Customers can also earn Belief Rewards points based on the plans they're on, the length of time with the company, and on the number of lines they have, along with referrals. They can use these points toward one free month of coverage, overage forgiveness, and for buying accessories, ringtones, and devices.

Girard believes Pine Tree's customer service also sets them apart from other carriers, bringing the sometimes remote world of information and technology up close and personal.

"It's not all about money here, with us. U.S. Cellular is not like that in general, but here at this store we get to know our customers, and we help our customers as much as we can."

Girard has managed the store nearly six years. Before then, the New Sharon native served four years in the army 82nd Airborne division, and then three years in the Army National Guard. Owner (and long-time friend) Glen Pound hired Girard before he graduated from the University of Maine at Farmington. Pound also owns and operates another Pine Tree branch in Farmington.

Assistant manager Candice Henry and customer service representative Tuesdae Staude help customers with bill payments, resolve problems and answer questions, and handle sales. After having worked there four years before, Henry returned last June. Staude has been with Pine Tree Cellular for two years.

A frequent problem for many existing customers is not being aware of all the features on their phones, and a little education can go a long way. Says Staude, "They're paying for stuff they don't need, and they don't know that, because they don't ask. So, it's important to know what you're actually using.

"You can't be shy -- you have to ask. Be a smart consumer," advises Henry.

To that end, Pine Tree offers "Cell phone 101" classes at The Muskie Center on the third Thursday of every month, depending on demand. "There's nothing too technical. It's open to everybody -- you don't have to be a U.S. Cellular customer. We're perfectly willing to help you with your TracFone or your Verizon phone. Of course, we hope you'll come down and get service from us. It's gone pretty well," Girard says. They're going to start hosting U.S. Cellular's Device Days in early 2012, which will be more focused on smartphones and tablets.

"We have a really great team," says Staude. "It's more of a family; it's a nice, personal store, so if somebody's looking for someone to actually take time and work with you, and make sure to understand it, definitely see us. We don't rush anybody out the door. We want you to leave smiling and want you to come back."

Pine Tree Cellular at 39 Silver Street is open from 9:00am to 6:00pm Monday through Friday, and from 9:00am to 3:00pm on Saturday, and is closed Sundays: 207-859-8800. www.pinetreecellular.com. Facebook: http://www.facebook.com/pinetreecellular  

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