Branch Audit

• Conducted on

  Date

• Prepared by

Outside Appearance

• Landscaping, Parking lot and green space well maintained and free of debris?

  Yes

  No

  N/A

• Cars cleaned and ready to rent?

  Yes

  No

  N/A

• How many cars did the branch open with?

• How many were clean?

• How many were below 1/2 tank of fuel?

• Are the outside entrance windows clean?

  Yes

  No

  N/A

Inside Appearance

• Engaged/Electric branch Environment? Is the QB driving positive energy?

  Yes

  No

  N/A

• Employee grooming/Appearance. Males clean shaven/correct beard length? Correct colour dress shirt?

  Yes

  No

  N/A

• Monthly goals? Expectations/C1 Playbook Plans/Duty Rosters posted in the branch?

  Yes

  No

  N/A

• Flooring/Carpet swept? Desks free of clutter, trash cans empty, inside windows clean?

  Yes

  No

  N/A

• Lunch room cleanliness?

  Yes

  No

  N/A

• Restroom cleanliness? (Paper towels, toilet paper,hand soap, emptied trash cans?

  Yes

  No

  N/A

Playbook Follow Up

• Is there a weekly schedule posted for lunches, marketing, training & flexes?

  Yes

  No

  N/A

• Is branch OP board complete and being updated weekly?

  Yes

  No

  N/A

• Are PDM’s filled out completely for all employees? When was each employees last 1on 1?

  Yes

  No

  N/A

• Are we managing FT/PT hours and approving time cards daily? (Review weekly hours report w/ Manager)

  Yes

  No

  N/A

• Does the branch have an effective callback plan?

  Yes

  No

  N/A

• Are EOD dailies printed and saved in binder?

  Yes

  No

  N/A

• How many pended tickets?

• Percentage of fleet?

• LOFR Score?

• # of Callbacks down $150?

QB Checklist Inspections?

• Who is assigned QB?

• Does the branch have a QB checklist filled out? Are they staying on track throughout the day?

  Yes

  No

  N/A

• Is there a QB presence? Are they controlling the flow of business?

  Yes

  No

  N/A

• Are employees executing with Launch Pads?

  Yes

  No

  N/A

• Are ARMs Red Cars being called? Does an employee know the time frame?

  Yes

  No

  N/A

• What is the branch’s ARMs Red Car Contact percentage?

• Upon return are we executing on the correct return script?

  Yes

  No

  N/A

• Are all corporate tickets being pre-written with keys attached? Are all employees aware of the pre-written contracts to ensure a smooth handoff interaction with customer?

  Yes

  No

  N/A

Sales

• Did the branch have a sales huddle this morning?

  Yes

  No

  N/A

• Does the branch know their current stats?(net other, net other penetration)

  Yes

  No

  N/A

• Do branch employees know what branch IPC & Net Other is? (Within $5)

  Yes

  No

  N/A

• Fuel signs updates and visible? Employees discussing fuel options?

  Yes

  No

  N/A

• Do branch employees know their daily individual sales goals? Personal stats for the month?

  Yes

  No

  N/A

• Do employees know the sales script?

  Yes

  No

  N/A

• Is the QB driving the sales culture? Ticket by Ticket feedback on missed opportunity/giving praise for performance?

  Yes

  No

  N/A

• Is the branch selling over 20% on insurance DW penetration?

  Yes

  No

  N/A

• Branch current Insurance DW penetration?

• Is the branch selling over 40% on Retail DW penetration?

  Yes

  No

  N/A

• Branch current Retail DW penetration?

ESQI Observations

Proper Greeting

• Are customers greeted at the door with a handshake and a smile? (No door policy)

  Yes

  No

  N/A

• Are employees demonstrating “can do attitude” - yes mentality?

  Yes

  No

  N/A

• Are employees professionally dressed?

  Yes

  No

  N/A

• Are business cards being handed out with each interaction?

  Yes

  No

  N/A

• Are employees using the customer name 3 times with each interaction?

  Yes

  No

  N/A

Product integrity

• Rental ready 75% for the day?

  Yes

  No

  N/A

• What is the rental ready %?

• Clean car checklist being used?

  Yes

  No

  N/A

• Cars on ready line clean, 1/2 tank, well maintained, damage free?

  Yes

  No

  N/A

• Is office clean? Trash emptied?

  Yes

  No

  N/A

• Did branch close clean/open with enough clean cars?

  Yes

  No

  N/A

Callbacks

• Are same day calls being done?

  Yes

  No

  N/A

• Customer callbacks assigned and worked by each employee?

  Yes

  No

  N/A

• Are we contacting the customer before closing the contract?

  Yes

  No

  N/A

• Are we calling each dropped customer?

  Yes

  No

  N/A

Critical Questiona

• Are employees walking around the counter to ask the3 critical questions?

  Yes

  No

  N/A

• Are employees asking the 3 critical questions on each interaction?

  Yes

  No

  N/A

• Are employees handing invoice to customer only AFTER asking the 3 critical questions?

  Yes

  No

  N/A