Title Page
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Conducted on
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QB/ BRM
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Location
Branch Facility
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Overall Branch Representation of EHI Brand
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Parking Lot Clear/ Clean
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Front Entrance Clean and Welcoming
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No Visible Clutter, Drinks, Rubbish
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Garbage kept clean
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All Surfaces Clear/ Dust Free
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Desks Clutter Free
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No PII items unlocked
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Doors/ Windows Clean
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Carpet/ Floors Vacuumed
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Washrooms Clean
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Lost and Found up to Date
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Wash Bay Clean- No built up corners of dirt and dust
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Wash Bay- Supplies stocked and up to date
Clean Car Audits
- Car 1
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CCP Tag/ Clorox Wipe/ Buck slip
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Outside Clean and dirt free
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Inside Door Jams clean
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No debris on carpets
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Surfaces wiped
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Windows streak free
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No lost property in vehicle
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Radio off
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Blutooth Clear
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Snow brush on P/S seat
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Tires turned
Customer Rental Observation
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Energy Level of Greeting
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Underwriting compliant
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Uses customers name
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Gives of Business Card
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Give CCP Ready to Rent Vehicle
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Performs 1 Min Vehicle Inspection
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Thanks Customer
Customer Return Observation
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Energy Level of Greeting
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Welcomes customer back and uses name
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Askes Refueling, Change of Condition and Lost Property Statement
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Explains process
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Asks 3 Critical Questions
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Level of effectiveness of LEAP (if used)
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Reminds customer of Survey
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Closes Strong
Phone Observation
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Answers in 2 rings or less
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Triages customer appropriately
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Controls the conversation
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Offers Last Call Service
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Asks Open Ended Questions
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Sets Expectations by CARPing
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Enthusiastically Books the deal
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Has yes mentality
Drop Call Observation
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Explains Process Clearly
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Confirms Charges
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Asks 3 Critical Questions
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Effecively performs LEAP
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Mentions Survey
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Closes Strong
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Thanks and Invites back
Employee Development
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All Employee's Work Books Up- To Date
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Are One on Ones being held?
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Quality of One-on-Ones
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Overall Atmosphere of Camaraderie
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All Employees on track with Career Development?
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Employees aware of BRMs expectations
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All Employees are Dress Code Approved and understand dress code
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Schedule Posted for all staff
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Detailers are included in team
Customer Service
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Branch Current SQi
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# of Hot Alerts MTD?
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LP Usage Open
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LP Usage Closed
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Pended Ticket % over 4 days
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Everyone knows SQi goal?
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Who is the Branch QB today?
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How Many Clean Cars vs Dirty is the Branch Opening with?
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Employees Know SQi Plan?
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Reservations CARP'D vs Not CARP'D
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Reservations RR vs Not RR
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CCP Log filled out consistently
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CSC'S/ CSE's Completed Daily and Verified
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Drop Calls Completed Daily and Verified
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SFL in use?
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Hot Alert Follow up done?
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Weekly SQi meetings?
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Growth
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Monthly PDM Done for all Employees?
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Branch Boss365 Calendar Up-to-Date?
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Number of Yellow Cars
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Branch MTD and FYTD Growth
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Number of Leads sent in MTD
Branch Income Performance
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Goal Board Updated
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Sales Updates Sent
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Quality of Sales Updates
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QB Communicates Income Opportunities (Upgrades, Operations, Fleet ect)
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Branch IPC and IPC Impact (YoY)
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Branch TAR and TAR impact (YoY)
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Branch DE MTD
Cost Control
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Team aware of FUGS Goals?
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Branch Current Forced Charges
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Number of XX's this month
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Fuel Log in use?
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Branch current Fuel estimate?
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Current Customer Sat Charge
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# of Employees over hours?
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# of callbacks over $200
