Daily Rental Flashcards
What is ESQI?
Enterprise Service Quality Index
What is the Regional Plans for ESQI?
Service 6
o Greet the customer at the door and introduce yourself with a handshake and a smile
o Hand out your Business Cards to every customer and say thank you
o Be prepared with Clean cars and an operational plan
o Appreciation Calls to be done daily
o Critical Questions/Successful Failure Log
o Use the Vote to drive the proper behaviors
I-5 (For Insurance Rentals)
o Priority Pass all ARMS (Automated Rental Management System reservations) reservations with a Prewrite and car selection
o We will carefully explain the entire process to Every customer and not assume they will know how the process works
o We will make Every customer fully aware of all out of pocket expenses in writing on the contract (including taxes and coverage)
o We will inform customer of extensions and terminations and document in callbacks
o We will call every pended “I” ticket to review charges and service before closing the ticket
What is the Regional Plans for ESQI?
Service 6
o Greet the customer at the door and introduce yourself with a handshake and a smile
o Hand out your Business Cards to every customer and say thank you
o Be prepared with Clean cars and an operational plan
o Appreciation Calls to be done daily
o Critical Questions/Successful Failure Log
o Use the Vote to drive the proper behaviors
I-5 (For Insurance Rentals)
o Priority Pass all ARMS (Automated Rental Management System reservations) reservations with a Prewrite and car selection
o We will carefully explain the entire process to Every customer and not assume they will know how the process works
o We will make Every customer fully aware of all out of pocket expenses in writing on the contract (including taxes and coverage)
o We will inform customer of extensions and terminations and document in callbacks
o We will call every pended “I” ticket to review charges and service before closing the ticket
What is the plan to help increase ESQI?
Cleanliness, Timeliness, Friendliness
Lead by example- make sure handing out business cards
What is the vote?
Used to drive proper behavior. It is an open forum where we find out what we are great at and what are shortcomings are and how we can improve.
At the airport the vote is done daily and at my home city location we did it every Friday.
Once a week the branch comes together to vote/rank employee’s performance in the previous week as well as highlighting each employees shortcomings and what they need to improve on in the future.
You explain why that person won you vote and how your other coworkers can win your work next time.
What is the Service 6?
o Greet the customer at the door and introduce yourself with a handshake and a smile
o Hand out your Business Cards to every customer and say thank you
o Be prepared with Clean cars and an operational plan
o Appreciation Calls to be done daily
o Critical Questions/Successful Failure Log
o Use the Vote to drive the proper behaviors
What is the I-5?
o Priority Pass all ARMS (Automated Rental Management System reservations) reservations with a Prewrite and car selection
o We will carefully explain the entire process to Every customer and not assume they will know how the process works
o We will make Every customer fully aware of all out of pocket expenses in writing on the contract (including taxes and coverage)
o We will inform customer of extensions and terminations and document in callbacks
o We will call every pended “I” ticket to review charges and service before closing the ticket
What is the Successful/Failure Log?
Feedback from customers where you find out things you did great at and what you need to improve on.
Things we look for are:
- How was our customer service?
- Was there anything we could have done better? (What could we have done to make your experience better?) 3.How can we make it up to you?
- Do you remember who helped you?
What are your current ESQI scores for your branch/region/group/company?
Branch San Bruno 2304=
o 3 Month ESQI= 86
o 12 Month ESQI=87
Region F
o 3 Month= 83
o 12 Month= 85
Group AA
o 3 Month= 82
o 12 Month= 83
Corporate ?
o 3 Month=81
o 12 Month=81
What is close pends and their involvement in ESQI?
When customers do not get deposit back- affects ESQI
Update callbacks to prevent close pends
Prevents from wrongfully billing account
If do not do close pends- ESQI=75
Close Pends within 5 days or less- longer you wait hurts ESQI
What is the purpose to sell more?
Customer needs=ESQI Competitive Promotion Personal Growth Able to sell smarter/recognize things on contract
What is better? Coverage for $20 or an Upgrade for $14?
Upgrade is better- pure profit
Coverage can make branch loose $- ex. DW loss
What is the Cycle of Service Moments of Truth?
Telephone
• Use consistent greeting
• Ask for customer’s name and use it
• Confirm reservation
Pick-up
• Leave promptly never overpromise
• Drive safely and wear a seat belt
• Open the doors for the customers and assist with items
Branch Arrival
• Open the door and greet the customer with a handshake and a smile
• Introduce yourself to the customer; use your first and last name
Rental Contract
• Make eye contact; use a title with the customer’s name
• Ask questions courteously; say please and thank you
• Continue building a relationship
To the Car
• Choose a clean, ready to rent vehicle; park vehicles conveniently
• Assist the customers with the items
• Demonstrate the vehicle features; establish the customer’s comfort level
Callbacks
• Introduce yourself; use your first and last name
• Conduct the callback purpose quickly, efficiently, and courteously
• Offer ongoing assistance
• Thank the customer or referral source
Return of Vehicle
• Open the door and greet the customer with a handshake and a smile
• Ask the critical questions
• Thank the customer for providing feedback
• Explain the billing
Invitation to Return
• Thank the customer for choosing Enterprise; shake hands
• Reinforce Enterprise benefits
• Invite the customer back; provide your business card
• Ask for a future reservation
Completely Satisfied Customer
What is callbacks?
A place where we update information and check in with the customer to see how our service is and record down notes in the system.
Calling customer while in the car if any balance is owed. This is to avoid confusion in charges and keep customers up to date with balances owed/payments.
Example: If a customer signed up for insurance while having a car for 2 weeks, Callbacks would inform customer of what they owe in order to update charges so that if charges get too expensive the customer can either return or remove protections in order to prevent bad debt/billing to 9s. It also helps lower our uninsured losses.
What is the ARMS (Automated Rental Management System) Yellow Car Plan?
If you leave a message or customer is unsure turn the car yellow.
Follow up the next day or up to 3 days (1 call each day for 3 days).
Move time slot to a different time to call next time.
After follow ups you turn the car green.
What is the plan for callbacks?
- Stay ahead on deposits-Always be $200 above rental or $100 for direct bill
- Notify Branch Manager if a credit card declines
- Notify Area Manager if callback is $100 behind
- Look at: Rate, DB (Y/N), Deposit amount, protections to see out of pocket expense and make sure information is correct
- All conversations should be noted in callbacks
What is the ARMS Yellow Car Plan?
If you leave a message or customer is unsure turn the car yellow.
Follow up the next day or up to 3 days (1 call each day for 3 days).
Move time slot to a different time to call next time.
After follow ups you turn the car green.
What is a Red Car?
Red Blinking car is a notification in ECARS 2.0 from the insurance company to Enterprise about a customer in need of a rental vehicle.
Call Customer within 20 minutes or less of red car flashing
What is priority pass and what is the goal?
It is an expedited process for insurance rentals. The goal is 100% of 85% of the time (100% of info filled out/85% of time)
When making reservations, getting all customer information needed to fill out rental contract in its entirety.
So that when customer comes to the branch his/her paperwork is already completed to facilitate faster in and out transactions/wait times.
The only process the customer should have to do is swipe credit car, do T2T (truck to truck), and sign.
Make them feel like VIP.
What is your branch’s training program?
Forecast calendar
Set schedule
Get idea of #’s per employee and set goals
- Set expectations and hold them accountable
- Train and develop
- Follow up and oversee
- Give employee reward/constructive criticism
What are revenue expectations?
To beat IPC by 5% over previous years # and to beat OP 10% over previous numbers
What is the formula for IPC?
Days in Month x DE (days earned) x Avg. daily rate +Net other =IPC
What is the goal for IPC?
$900 range
What is the plan to increase IPC?
- Expedite cars in shop
- sell up, sell waiver, run tight
• Can Increase Days Earned by: o Keep Check on out of service cars o Having a Yes Mentality-booking cars o Loose and gain efficiently o Marketing-earn new business/increase current business
• Can Increase Average Rate by:
o Walkup Plan
o Upgrade
o Maximize Insurance Tickets
• Can Increase Net Other by:
o Training employees how to sell (package sales/no splitting)/Shadowing
1. Set expectations and hold them accountable
2. Train and develop
3. Follow up and oversee
4. Give employee reward/constructive criticism
What is the plan to increase Average Rate?
o Walkup Plan
o Upgrade
o Maximize Insurance Tickets
If you increase the daily rate by $2 you can give yourself a raise of….
$700
What affects IPC the most?
Rate
How does the 9.99 Specials help IPC?
If don’t rent- cars sit on lot
If run tighter/increase utilization by 1%= $10 in IPC
If rent for $10 you breakeven- unless you sell coverage/gas/etc.
If average rate increase by $1 how much does it increase IPC by?
$30
If utilization increases by $1 how much does it increase IPC by?
$10
What is the difference between IPC and Total Revenue?
IPC is a projection and Total Revenue is finalized
What drives revenue? What is the plan to increase revenue?
Motivation of employees
Taking ownership in order to maintain goals
Know the # you want to achieve
Have a good plan/organization in order to achieve goal #
Utilization (running tight), sales, and average rate
To increase revenue= sell up, sell waiver, run tight= increase in IPC
What is the goal for utilization?
91%
What is the plan to help drive utilization/running tighter?
Loosing cars when you don’t need them on your lot
Market to your accounts for more business
Being aggressive on phones
Manage vehicles that are in your shop (not letting cars sit too long)
CARP
Red Cars
Yes Mentality
Do not keep cars for potential deals
Book not look- say yes
Give cars if do not need them
What is utilization?
Snap shot of inventory vs. vehicles on rent
3% lower than Days Earned
What drives sales? What is the plan to increase sales?
Package sales
DW on Insurance- Goal is 30% for Home City
DW on Retail- Goal is 50% for Home City
- Set expectations and hold them accountable
- Train and develop
- Follow up and oversee
- Give employee reward/constructive criticism
What drives rates? How do you increase rates?
Upgrades
Walking the lot
Walk-In rates
I-Rate (Insurance rates)
What is Net Other? What is the goal?
Net Other= Sum of CDW, PAI, SLP, GPS, and RAP Sales for a branch Account #’s DW=1482 PAI=1486 SLP=1495 GPS=1493 RAP=1382
Package sales
$130/car
$15/car more than previous year
What is Days Earned?
Days Earned is the number of times a unit is rented within a 24-hour period. Can be more than 100% if the car is rented more than once within that 24-hour period
The % of cars we earned a day for. You can rent the same car twice a day. Don’t over gain cars
What is Net Other?
Net Other= Sum of CDW, PAI, SLP, GPS, and RAP Sales for a branch Account #’s DW=1482 PAI=1486 SLP=1495 GPS=1493 RAP=1382
Package sales
How do you increase net other?
- Train employees on how to sell (package sales/no splitting)/Shadowing/Role Play
- Teach employees about the products
- Teach employees how to look up their own #s
- Ticket by Ticket Audit
- Set expectations and hold them accountable
- Train and develop
- Follow up and oversee
- Give employee reward/constructive criticism
What is your branch’s number for net other? What is your own stats?
San Bruno 2304 Net Other for February=
o 88
What are the protection products and what are the benefits?
• Damage Waiver (DW) E-CCAR $10.99 I-FCAR $16.99 STAR/SSAR $16.99 IFAR, SFAR, MVAR $19.99 FFAR, PFAR $26.99 Protection of the car and its entirety Erases collision deductible and prevents claim from being filed in case of accident
An agreement between the renter and Enterprise by which Enterprise agrees to contractually waive its right to collect for damage to or theft of the Enterprise vehicle subject to the actions that void DW
Benefits=
- No deductible to pay
- No claims filed against the renter’s insurance company for damage to or theft of the rental vehicle, limiting the risk of potential premium increases
- No out of pocket expenses
• PAI (Personal Accident Insurance)
$3.00/day and for 15 Passenger Vans $7.00
Protects the driver inside and outside the vehicle. Covers $150 towards an ambulance and up to 3,500 worth of medical bills
PAI, underwritten by Empire Fire and Marine Insurance Company, is an insurance product that provides accidental death and accidental medical expense protection fro the renter, authorized drivers, and passengers.
Benefits=
- Payment in addition to any other insurance or compensation they may receive
- Help with out of pocket expenses or deductibles
- Peace of mind driving
- Only renters receive protection for a covered accident during the rental period extending 24 hours per day In or Out of the Enterprise vehicle
- Accidental death benefit of $100,000
- Ambulance benefit of $150
- Accidental medical expense benefit not to exceed $3500
• PAI/PEC (Personal Accident Insurance/Personal Effects Coverage)
PAI/PEC is only offered at airport locations
PAI/PEC, underwritten by Empire Fire and Marine Insurance Company, is an insurance product that provides renters, authorized drivers and passengers accidental death and accidental medical expense protection and coverage to protect their personal belongings against theft or damage throughout the entire rental period
Benefits=
- Coverage for those items personally owned by the renter and the renter’s immediate family members who permanently reside in the same household and are traveling with the renter at the time of loss and additional authorized drivers listed on the rental agreement
- Peace of mind driving
- Payment in addition to that received from any other source
• Supplemental Liability Protection (SLP)
$12.44/day
Covers the driver up to $1 million dollars of liability
Provides protection to cover liability for injuries or death to third parties of damage to a third party’s property if the renter or authorized driver is at fault in an accident
Benefits=
- Liability coverage up to $1 million
- Protection that would be exhausted before renter’s own insurance would need to become involved
- Financial protection against third party claims bought against the renter or authorized driver
• Roadside Assistance Protection (RAP)
$4.99/day
RAP is an agreement between the renter and Enterprise by which Enterprise agrees to contractually waive its right to collect for key lockout service, key delivery service, fuel delivery service, jump start service, and flat tire service to the Enterprise vehicle, subject to the actions that void RAP.
Benefits=
- No charge to install a spare tire
- No out of pocket expense to the renter for a battery boost in an attempt to start the vehicle
- No cost to the renter if the keys become locked inside the vehicle
What are the 7 points of sale?
Car Sales Corporate Leads Package Sales PPG (prepaid gas) GPS and Car Seat RAP (roadside assistance) Upgrades
(Helpful Tip to Remember: CC PP GRU)
What is I-Rate? What is the plan for I-Rate?
Insurance Rate
Plan= Maximizing Get customer to pay tax Break rate to make rate If a customer paying tax, make customer aware of this. Break rate to make rate= Break the rate of a higher classed vehicle in order to maximize. Bring it lower within the customer’s policy or over the policy even if it’s only a dollar upgrade for a substantially nicer vehicle. $1=$30 IPC Ex. If insurance company is paying for Standard size, but only have a Full size and Intermediate, change the rate of the Full size to Standard.
What is the goal for I-Rate?
$34/day
What is Operating Profit?
It’s your profit from operating the whole branch
Pure profit
How much cash you got
It is the profit earned from the business’s operations.
It is what it cost to operate the whole branch.
=IPC (income per car)-BE (break even)=OP
(Income-expenses (breakeven)=operating profit
What is the formula for Operating Profit?
=IPC (income per car)-BE (break even)=OP
(Income-expenses (breakeven)=operating profit
What is the formula for breakeven?
BE=costs + expenses + overhead
IPC-OP= Breakeven
What does breakeven mean?
It is the number where the business neither makes a profit nor makes a loss
What is the goal and expectation for Operating Profit?
Goal is 20% over previous years #’s
$150/per car
Expectation 10% over previous years #’s
What are Per Units?
Reserves, Gas Uninsured losses Personnel T&E (travel and entertainment) Customer Satisfaction Referral commissions Bad debt Overhead OP (operating profit) Vehicle adjustment
(Helpful Tip to Remember: RGU PT CR BOOV)
What is a Per Unit Analysis Report?
Per Unit Shows the Profit/Loss measured per car of a certain Branch/Area/Region
What is EHI’s Fiscal Year?
EHI’s Fiscal Year runs from August 1st through July 31st every year.
What is number of units? What is the goal and expectation?
Number of units is the average number of units in the fleet for that month.
Goal= 10% over last year’s #’s for the month
Expectation 7% over last year’s #’s
1% over prior month
What is C&I Revenue? What is the account #? What is the formula? What is the goal?
Customer and Internal Revenue (1480)
Customer= Revenue we generate form the rental of a vehicle. This includes the income we make from the rate on the contract, any young or additional driver fees, as well as any mileage charged.
Internal= Revenue we generate from billing a department within the company for a rental vehicle
Rate/Time and Miles/Drop Fees/Young Driver Fee’s
Avg. rate x Utilization (DE) x Days in Month=C&I
$930/$960
5%-10%
