Loading
True or False:
You need to be in the tunnel ready to load the car BEFORE the vehicle approaches the entrance?
TRUE. Front garage door should NOT be closed unless it is under 40 degrees. Keep this door closed, ready to load. FFH= Fast, focused hustle.
When you're scheduled to be in vac lot, where should you be for 95% of your lot shift?
IN THE LOT.
When you're schedule for sales, where should you be?
Near the kiosks!! NOT INSIDE!
Late, up to 5 mins.
.5 points
Is prep gun able to be in the tunnel while we are actively washing cars?
No. Prep gun and reel need to be stored during operating hours, unless rainy day.
Is hearing protection optional?
NO! Hearing protection is required. Hearing protection does not mean we do not have to also wear hats.
List these priorities for vac lot.
Emptying trash
Checking vacuum suction
Talking to customers/handing out CSATs
Site litter
1. Interaction/CSATs
2. Vacs
3. Trash
4. Site litter.
What is the minimum goal for conversion?
12.5 is the floor
15 is the minimum goal.
Site MTD is 9.5%.
1 point
When should we take breaks/food?
Only when 4+ on site. Should not be eating or leaving property during shift unless approved and all other stations are staffed.
At the end of your loading shift at the top of every hour, what two things should you do?
Tunnel check, mech room check.
What is the goal for CSATs returned in a month? How many does 203 currently have?
50 / 5.
5 CSATs.
When a customer is in the stack, should the booth door be closed?
No!
Door open and waving to customers. Door open during pitch.
Late 5+ minutes
1 point
When should you manually add punches for clocking in/out?
Almost never.
We can see when they are clocked in via tablet or WD.
Only if tablet is 100% not working. Give it a minute.
How many vehicles must be in the tunnel for you to have to stay until they are fully out?
1. If there is one or more vehicles in the tunnel, we need to stay until they are fully out of the tunnel.
Explain the 5' 10' policy.
Within 10 feet of someone, you have to acknowledge them. If within 5 feet of someone, you have to say Hi.
Clean, extra clean, _____, or protected. Fill in the blank.
Shiny!
Need to make sure this opening for the pitch is used.
1.5 points.
Retention goals & retention actuals?
94% goal.
MTD = 95%! Above the goal!