5 Pillars
We covered this pillar, and this is my top takeaway.
What is Create Culture, Not Goals; Be a Friend, Not a Vendor; Have a Plan. Any Plan. And Stick to It! (answers may vary)
The AE & AFC should hold these two meetings regarding a new client.
What are the AFC Transition Meeting & AFC Intro Call?
He is our Fleet Ops Delivery Coordinator.
Who is Mike Ruzicka?
This is the required down payment for AME over $10,000.
What is 50% of AME?
The minimum dollar amount that a client should sign for AME.
What is $1?
WOW's are logged in these two places in Salesforce.
What are on the WOWWOWWOW page & under the account/contact as a "New WOW"?
The Onboarding Playbook in Salesforce should be updated this often.
What is In Real Time?
Who is Greg Irwin?
This is the AM or AFC's in reviewing the Shipped Units report.
What is the AM calls the customer for vehicles arriving early & the AFC sends email notification to the customer?
He is our West Coast AVP.
Who is Bryan St. Eve?
These are EFM's 5 Pillars of Customer Service.
What are Create Culture, Not Goals; Be a Friend, Not a Vendor; Have a Plan. Any Plan. And Stick to It!; Focus on Complete Employee Satisfaction; Leadership Matters?
The Client Preferences in EDGE should be reviewed and updated this often.
What is every 6 months?
He is our medium duty TA, and this is one fact about him.
Who is James Phillips? (fact answers may vary)
These three approvals are required for 0-26,000 GVWR high risk vehicles.
What are the TA Advisor, Risk Management, & CFM?
These three clients (not Cody) are celebrating EFM Anniversaries in March.
Who are Spokane SD, Guardian Security, All Star Auto Glass, Harley Marine, AAA Fire, PSRS, Auburn Mechanical, Agrofresh, Crown, CHH&H, City of Spokane, Whitworth, Dorian, Hanley?
These three client's have birthdays in March. (Brady & Austin are not clients)
Who are (refer to calendar)?
These steps must occur prior to the AFC Intro Call.
What are the AFC transition meeting, intro call prep, and Outlook invite sent in advance to Courtney & AFC?
Medium duty requests in Salesforce are tasked to this... person.
Who is Team Haberstroh?
This form, in addition to the signed quote, needs to be signed by the client on a used vehicle lease.
What is the Used Vehicle Addendum?
When we succeed in these four categories, we will achieve our 4th EAA in a row!
Our 2U Customer Service motto (no, not RATS).
What is A STORY (Accuracy, Sense of Urgency, Teamwork, Ownership, Relationships, Yes Mentality)?
Five items that must be completed prior to the AFC Transition Meeting.
What are EDGE filled out completely, credit approved, file flow sheet complete, send customer website to AFC, customer preferences completed, schedule AFC intro call? (answers may vary)
These are three ways we build relationships with Fleet Ops.
What are birthday cards, Zoom calls, EAA recognition, feedback for pilots, etc.?
These five items need to be included when tasking Fiona for approval on a 26,001+, high risk, and/or non-standard unit.
What are the COI, vehicle spec, AME spec, GVWR, & TA Approval?
These "top five" facts about our clients are priority on the Client Relationship Dashboard.
What are marital status, kids, hobbies, charities, and college attended?