Group 46 MQI
What are the 8 founding values? - answer1) Our brands are the most valuable things
we own.
2) Personal honesty and integrity are the foundation of our success.
3) Customer service is our way of life.
4) Our company is a fun and friendly place where teamwork rules.
5) We work hard...and we reward hard work.
6) Great things happen when we listen...to our customers and to each other.
7) We strengthen our communities, one neighborhood at a time.
8) Our doors are open
What are the 6 steps? - answer1) Rental Ready customers: overrall 75%, Launchpad
90%
2) Clean Cars: 100% at end of night
3) Introduction: 100% handshake, smile, business card
4) Customer Calls: 100% in 24 hours. Ask about service & thank for business.
5) Every customer, every interaction, every time: Callbacks, phone calls, drop calls.
Explain customer service is our top priority and thank for business.
6) SF Log and 3 Critical Questions: 85% logged. "How was our service?" "What could
we have done better?" If something, "What can we do to make it up to you?"
What are the 5 C's? - answer1) Complete the 6 steps
2) Clear the branch email daily
3) CARP all I/B reservations 5 days in advance. Explain expedited service, DB set up,
discuss car class/allowance
4) Clue in customers on I/B process
5) Cease explaining pended tickets.
What is the goal for SQI? - answer100%
What is the minimum expectation for SQI? - answer2+ company average
What is the goal for employee retention? - answer80%
What is the minimum expectation for employee retention? - answerOver company
average
What is the plan for employee retention? - answer1) One-on-ones/Training Meetings:
GM-BRM every 6 months, GRM-Assistants every quarter, ARM-Every 60 days, BRM-
EDMs weekly.
2) Reviews, Roadmaps, & Trainings up to date
3) Branch training on organization: 75% passing on structure audits
, What is the profit goal? - answer$75 increase
What is the minimum expectation for profits? - answer$50 increase
What is the sales plan? - answer1) Use group upgrade process
2) Rental process script
3) Statement reviews - week 3/4 of month
What is the growth goal? - answer10%
What is the minimum expectation for growth? - answer7%
What is the growth plan? - answerPhones, red cars, marketing plan
# of units - answeravg # of units in your fleet
% days earned - answerutilization of fleet
what is the expectation for % days earned? - answer1% greater than last year
days earned growth - answeron rent growth
what is the expectation for days earned growth? - answer7%
what is the goal for days earned growth? - answer10%
C&I - answercustomer and internal
What is included in "customer" for C&I? - answermileage, drop fees, additional driver
fees, young driver fees, rate, one way fees
how to drive rate - answercreate a sales culture, use the rental process script, have
sales comps, complete trainings, etc
what is included in "Internal" in C&I? - answer$ billed through Enterprise, not taxed.
What is the goal for C&I? - answerIt is up to each branch
What is the minimum expectation for C&I? - answer$55
Every $1 increase in rate equals... - answer$30 increase in days earned
Where do we come up with the $55 expectation for C&I? - answerFor every $1 increase
in rate, $30 is increased in days earned. So since our expectation for rate is $1.50 more
What are the 8 founding values? - answer1) Our brands are the most valuable things
we own.
2) Personal honesty and integrity are the foundation of our success.
3) Customer service is our way of life.
4) Our company is a fun and friendly place where teamwork rules.
5) We work hard...and we reward hard work.
6) Great things happen when we listen...to our customers and to each other.
7) We strengthen our communities, one neighborhood at a time.
8) Our doors are open
What are the 6 steps? - answer1) Rental Ready customers: overrall 75%, Launchpad
90%
2) Clean Cars: 100% at end of night
3) Introduction: 100% handshake, smile, business card
4) Customer Calls: 100% in 24 hours. Ask about service & thank for business.
5) Every customer, every interaction, every time: Callbacks, phone calls, drop calls.
Explain customer service is our top priority and thank for business.
6) SF Log and 3 Critical Questions: 85% logged. "How was our service?" "What could
we have done better?" If something, "What can we do to make it up to you?"
What are the 5 C's? - answer1) Complete the 6 steps
2) Clear the branch email daily
3) CARP all I/B reservations 5 days in advance. Explain expedited service, DB set up,
discuss car class/allowance
4) Clue in customers on I/B process
5) Cease explaining pended tickets.
What is the goal for SQI? - answer100%
What is the minimum expectation for SQI? - answer2+ company average
What is the goal for employee retention? - answer80%
What is the minimum expectation for employee retention? - answerOver company
average
What is the plan for employee retention? - answer1) One-on-ones/Training Meetings:
GM-BRM every 6 months, GRM-Assistants every quarter, ARM-Every 60 days, BRM-
EDMs weekly.
2) Reviews, Roadmaps, & Trainings up to date
3) Branch training on organization: 75% passing on structure audits
, What is the profit goal? - answer$75 increase
What is the minimum expectation for profits? - answer$50 increase
What is the sales plan? - answer1) Use group upgrade process
2) Rental process script
3) Statement reviews - week 3/4 of month
What is the growth goal? - answer10%
What is the minimum expectation for growth? - answer7%
What is the growth plan? - answerPhones, red cars, marketing plan
# of units - answeravg # of units in your fleet
% days earned - answerutilization of fleet
what is the expectation for % days earned? - answer1% greater than last year
days earned growth - answeron rent growth
what is the expectation for days earned growth? - answer7%
what is the goal for days earned growth? - answer10%
C&I - answercustomer and internal
What is included in "customer" for C&I? - answermileage, drop fees, additional driver
fees, young driver fees, rate, one way fees
how to drive rate - answercreate a sales culture, use the rental process script, have
sales comps, complete trainings, etc
what is included in "Internal" in C&I? - answer$ billed through Enterprise, not taxed.
What is the goal for C&I? - answerIt is up to each branch
What is the minimum expectation for C&I? - answer$55
Every $1 increase in rate equals... - answer$30 increase in days earned
Where do we come up with the $55 expectation for C&I? - answerFor every $1 increase
in rate, $30 is increased in days earned. So since our expectation for rate is $1.50 more
