Interview Prep

Front 1

Employee engagement

Back 1

- To develop my employees, I want to come in and be open and honest, share my struggles, share my success, share my story and build comradery and trust amongst my team. I will establish myself as not only a leader but as a caring friend. I want to put my team first, giving them the necessary tools and attention needed to progress their career by setting time aside to do (Roadmaps, skill prep, MQI Prep and interviews). I will schedule two 1 on 1's each month, one formal, another informal. During 1 on 1's, I want to learn my team’s goals, long term and short, and using their consideration, develop a plan to accomplish these goals and follow up constantly on their progress. In the informal setting I want to be a friend not a manager and make sure they’re doing well on a personal level outside of work and that they’re maintaining a good work life balance. I’m going to keep my team engaged by bringing the energy everyday, communicating and sharing thoughts, and empowering them by entrusting them to carryout various roles within our operation so they understand the importance of teamwork and so they see the impact they can make on a branch

Front 2

Customer service

Back 2

- Preparation My plan to improve and maintain customer service will start with preparation. I want to set the standard everyday by being the first to the branch and expecting my team to meet me there no later than 715. We will have a quick morning meeting to discuss the plans for the day and to get motivate by recapping good performance and setting challenging goals. Before our doors open as well as throughout the day, every car will be audited to ensure brand protection. To wrap up the day I will allot the 5-6 hour to complete EOD task (Carping, making sure we have what our customers need and that they have what we need from them, closing clean, running LOFRs etc.) To prepare for the next day. - Courtesy/Flexibility Attitude and energy are non negotiables, I want to set the expectation that when we walk inside this branch we are under the obligation to be respectful, kind, and enthusiastic not only to customers but to each other. Simple things such as greeting at the door, helping with luggage, and asking if they are completely satisfied on the front end will set us apart from the pack and keep customers coming back. We are going to provide clear and professional guidance by handing out key notes on every rental so customers know their responsibilities while in our vehicle. I will instill in my team not to go back and fourth with customers but instead to LOAF (listen, own, ask, follow up) so we building lasting relationships and trust. - Close out We will close out every rental strong by digging for feedback with the 3 critical questions every time. Being sure not to leave the customer on the fence about any issues they might have had prior. Send out thank you emails/calls, and coach the customer through the survey process that follows. - How? The success and execution of this plan will come from me setting the standard for my team. I will lead by example by showing what is expected of them. Observe their performance, address any issues immediately, and steer them back in the right direction as many times as need. Delegating driving customer service to my team will help as well. Creating a culture where we all hold each other accountable.

Front 3

Growth

Back 3

- Prioritizing insurance and running tight is the foundation to growing a branch. To do this I will have my team relentlessly executing our red/yellow car plan everyday for the branch and once we hit our limit the area and constantly adding cars from wherever we can . We’re going to get to red car within 20 minutes because I’m going to be vocal and scream it out then monitor how long it takes for my team to get that customer on the phone or leave a message. Our Yellow cars are to be worked everyday, after 3 voice-mails we green car them. If a customer still needs time to sort things out, we stay aggressive and schedule a callback date with them as opposed to settling with a “I’ll give you a call back”. After 3 follow up calls we green it as well to keep our ARMS screen clean and efficient. I expect my team to confirm pick up dates for a least 6 customers, and hold them accountable by delegating completion of our unused ARMS report daily. We will maintain our retail business by keeping a yes mentality, saying no is a non-negotiable, instead find a later time that day or the next or simply tell the customer the next time you can get them going to capture as much business as possible

Front 4

Profitability/cost

Back 4

- I will create competitive environment among my team, to accomplish this I will go over branch and individual numbers each morning and explain how our individual performance is impacting the whole. I will set individual goals for TAR/Irate with my team daily and follow up with them every few hours by pulling numbers, acknowledging who’s on top, and being vocal about competing consistently. Also taking some time to motivate and coaching those who are struggling by going over each empty transactions, verify they’re offering everything every time and giving them guidance and keeping them eager for the next opportunity. I’m going to maximize irate by coaching my team through conversations with insurance to get better rates and DW authorization for claimants, and having them walk tickets with 2 keys, a car a customer needs and one the want. And at the end of each day, we will go over numbers again and discuss any missed opportunities we may have had and how to capitalize going forward. X7 crown and chain Cost - To keep our cost minimal, it is going to start at the screening process, we don’t take short cuts when we underwrite, we use every resource we can to put the right people in our cars every time. Every debit card needs CQ information completed and credit card transactions need 2 numbers on file as well as an email. We will collect insurance information up front to ensure our assets are protected and to expedite the claim process on the backend if needed. 100% information collection is a non-negotiable, and I will do ticket audits to ensure they are following through. The callback report will be done daily as to prevent a rental from going bad rather than managing bad rentals. And I will hold my team accountable for completion of return dates and last days. We will be perfect with our 7pt inspections and I will constantly observe my team for proper inspections and take advantage of coaching opportunities to see if they catch damage I may find.