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96 Cards in this Set
- Front
- Back
- 3rd side (hint)
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Elements of our Corporate Character |
Professional Thorough High principles & moral values High standards of performance Spartan approach Enthusiastic Competitive urgency & positive discontent |
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What is Cintas union philosophy? |
Open communication mutual respect between partners and managers. The right to say “yes” and the freedom to say “no” |
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What is the Principle Objective ? |
“We will exceed our customers expectations by maximizing the long-term value of Cintas for its shareholders and working partners.” |
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Explain how the review process works at Cintas |
Partner receives a review every six months for the first two years they report to the same supervisor/manager. After two years, the reviews are annual. |
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What are some of the PPE requirements for SSRs? |
Protective glove, latex glove, chemical gloves, safety glasses/goggle. |
PPE (Personal Protective Equipment) |
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If you notice and unsafe working condition or something that could potentially lead to an accident or injury, what should you do? |
Fill out a Near Miss Form and report your finding to your supervisor |
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5 keys to Smith Driving |
Aim high in Steering Get the Big Picture Keep your Eyes Moving Leave Yourself an Out Make Sure They See You |
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What are the typical uniform customer buying motives? |
Image ID/ Security Soil protection Sanitation Safety Quality Productivity Easy to do business with |
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What does the phrases “competitive urgency” mean ? |
Attending to every detail of our business with a sense of urgency, enthusiasm, professionalism, and thoroughness. |
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What is Cintas open communication process? |
Partners are encouraged to discuss any issues with their supervisor. If their supervisor is unable to resolve the issue, they should go to their manager, then the HR Manager, the location safety and improvement committee and then the GM. If the issue still be unresolved, they should use the Cintas Direct Line procedure. |
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Why do companies rent uniforms? |
Rental company can remove the soil better Add or stop with little additional cost Convenience; pick up and delivery at place of work Replacements for normal wear and tear Size changes and replacements at little to no charge Supplier responsible for wearers appearances Cost effective in high turnover situations Sanitation Government Requirements Employee benefit |
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Why do companies buy uniforms? |
Many of the same reasons they rent Light soil and wear conditions Uniform needs are highly customized Uniforms aren’t available for pick up Very low employee turnover |
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What are the typical FS buying motives? |
Image and Appearance Soil Protection Sanitation Safety Convenience Minimize management involvement Trap moisture Comfort under feet |
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Why do companies rent FS Products? |
Large offerings Control housekeeping costs Convenience Reduce depreciation Promote a healthy environment Cleanliness issues Hygiene product offering line |
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How can you increase your chances of customers staying with Cintas? |
The more products/ services they have, the less likely they are to leave. |
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What are the 4 Service Quality Absolutes? |
Customers want their uniform/ products They want them clean They want them functional & in the correct number They want to like and depend on their service provider |
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Why is the soil separation a SSR does important to our customers? |
Proper soil separation is a key ingredient to getting the customers garments properly cleaned. There are also safety issues for proper soil separation, example FRC must be washed by itself on the FRC formula. |
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Why is having an organized truck important? |
Helps to eliminate the possibility of delivery errors, forgetting products. Putting clean garments on a dirty and unorganized truck can cross contaminate the products with soil. A clean cab is representative of an organized and efficient SSR. |
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Why is route sequence important? How do you mean changes to your route sequence? |
Keeping your route in stop sequence allows you to be more efficient instead of pulling garments from different spots in your truck throughout the day. Also minimizes the opportunity for errors. |
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Why is having a neat delivery are important? |
The SSR should look at the delivery area as the customers property but the SSRs responsibility to keep organized. It is a lasting reminder of our service standards after an SSR leaves an account |
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What things should the SSR do to keep the delivery area neat and organized? |
Remove hangers and return to the plant for recycling Organize the garment hanging area Ensure adequate repair tags/bags are on hand Lockers are labeled, and garments are separated on bare with space dividers |
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Explain how the Customer Service Summary works? |
Shows the count of soiled garments from the previous week vs processed/delivered garments for the current week |
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Describe to me what a bulk load sheet is? |
Daily report that tells the Service Support team all the bulk (non-garments) products to be loaded on my route. |
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What is taken in to consideration when figuring material cost? |
Service charges Garments L/Rs Total garment rental volume Emblem & makeup charges |
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Name 3 ways an SSR can control material cost. |
Monitor garment inventories and make sure they are billed accurately. Bill for lost and damaged garments as appropriate. Make sure you are billing make-up and emblem charges as appropriate. Maintain fair pricing levels and avoid crediting off charges unless necessary. Size new wearers before ordering and use fit samples if possible. Make good decisions when changing styles or colors. Are the choices logical for the wearer’s job and soil level? |
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Why do we charge a size premium for non-standard sizes ? |
These sizes are underutilized by most companies and if the garment is pulled out of service, it remains in the stockroom with no return on the initial investment. This additional fee for these sizes helps recoup our investment faster. |
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Why do we charge a size premium for non-standard sizes ? |
These sizes are underutilized by most companies and if the garment is pulled out of service, it remains in the stockroom with no return on the initial investment. This additional fee for these sizes helps recoup our investment faster. |
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If you credit bulk item charge at a customer, what will be affected? |
Net Billings percent and route volume. |
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Explain why net billing is important? |
Cintas wants to realize 100% of their Billings with each customer. Periodically a situation may arise where a credit is due to a customer for legitimate business reasons. Those credits should be kept to a minimum. |
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Why do we charge LRs? |
We own the products that we rent. The customer pays a small price to rent that product, much less that what it would cost to purchase the product. Cintas needs the product returned to rent again or must purchase other products to replace those lost. Cintas must pass those lost charges on to the customers who lost the product. |
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Tell me all the products that you have access to provide a customer for their restroom? |
Toilet tissue Center- pull towels Hand soap Hand sanitizer Seat sanitizer Dani- Drip Sanis Signature Series Urinal mats |
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Tell me all the products that you have access to provide a customer for their restroom? |
Toilet tissue Center- pull towels Hand soap Hand sanitizer Seat sanitizer Dani- Drip Sanis Signature Series Urinal mats |
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If a customer has money in 30 days what steps should you take? |
Review the past due amounts at the time of delivery. As the month progresses, notify the customer that if the money rolls to 60 days we will suspend service. |
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What is the credit hold procedure on existing accounts? |
After 30 days past due, a Credit Hold- Warning CRF is generated. If no payment is received by SSR and the customer has not made other payment arrangements with the A/R partner, then the account is placed on credit hold. |
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What is the credit hold procedure on existing accounts? |
After 30 days past due, a Credit Hold- Warning CRF is generated. If no payment is received by SSR and the customer has not made other payment arrangements with the A/R partner, then the account is placed on credit hold. |
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What do you do if you get a “No Check- No Service” CRF? |
Before servicing the account see if the customer has made payment or has the check. If not, notify the customer you cannot make a delivery and pick up all Cintas products and plan to return to pick up payment. |
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What is the credit hold procedure on existing accounts? |
After 30 days past due, a Credit Hold- Warning CRF is generated. If no payment is received by SSR and the customer has not made other payment arrangements with the A/R partner, then the account is placed on credit hold. |
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What do you do if you get a “No Check- No Service” CRF? |
Before servicing the account see if the customer has made payment or has the check. If not, notify the customer you cannot make a delivery and pick up all Cintas products and plan to return to pick up payment. |
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Explain how the repair tag/ repair bag process works. |
Customer tag/bag garments in need of repair/ replacement SSR key the maintenance in the PRC SSR pins the barcode for production to identify SSR checks Service Summary next week to ensure the maintenance was completed. |
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What is the credit hold procedure on existing accounts? |
After 30 days past due, a Credit Hold- Warning CRF is generated. If no payment is received by SSR and the customer has not made other payment arrangements with the A/R partner, then the account is placed on credit hold. |
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What do you do if you get a “No Check- No Service” CRF? |
Before servicing the account see if the customer has made payment or has the check. If not, notify the customer you cannot make a delivery and pick up all Cintas products and plan to return to pick up payment. |
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Explain how the repair tag/ repair bag process works. |
Customer tag/bag garments in need of repair/ replacement SSR key the maintenance in the PRC SSR pins the barcode for production to identify SSR checks Service Summary next week to ensure the maintenance was completed. |
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Explain the different garment grades available? |
A - new garment C - Used, like new D - Used, worn S - Used, moderate wear, good condition |
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What type of accounts will the plant not look to proactively upgrade? |
“R” code accounts or “rough wear” |
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What are the main areas of the production flow? |
Soil room/ wash room Shakeout/ hanging area Repairs Sorts Wrap out Stockroom Loading |
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Why is it important to keep your emblem trim codes updated? |
Having multiple unused emblem trim codes in the systems increases the chances of mistakes and can delay a customer from getting a proper uniform order filled |
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Why is it important to keep your emblem trim codes updated? |
Having multiple unused emblem trim codes in the systems increases the chances of mistakes and can delay a customer from getting a proper uniform order filled |
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Explain what is meant by even billing |
The customers rental price was determined based on them getting a bill 52 weeks out of the year. |
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What is an invoice minimum? |
This is the amount the customer agreed to on their contract that they would pay as a minimum for each delivery should their account fluctuate to a level below the agreed amount. |
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What is an invoice minimum? |
This is the amount the customer agreed to on their contract that they would pay as a minimum for each delivery should their account fluctuate to a level below the agreed amount. |
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What is important to do when changing a bulk product from weekly to monthly? |
Change the price using the appropriate multiple. Weekly to bi-weekly is 1.5, weekly to monthly is 2.25 |
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What is an invoice minimum? |
This is the amount the customer agreed to on their contract that they would pay as a minimum for each delivery should their account fluctuate to a level below the agreed amount. |
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What is important to do when changing a bulk product from weekly to monthly? |
Change the price using the appropriate multiple. Weekly to bi-weekly is 1.5, weekly to monthly is 2.25 |
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Describe the flow of a garment request to filling the order. |
Order is placed in PRC or keyed in office from hand writer maintenance, GRF is created. Attempt to pull locally from stock the next day or ordered from the DC. Emblems are pulled or ordered (if a shirt) ID tape is applied to the garment Emblems are applied locally or at the DC Garment is placed with the route for next delivery to the customer |
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What is an invoice minimum? |
This is the amount the customer agreed to on their contract that they would pay as a minimum for each delivery should their account fluctuate to a level below the agreed amount. |
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What is important to do when changing a bulk product from weekly to monthly? |
Change the price using the appropriate multiple. Weekly to bi-weekly is 1.5, weekly to monthly is 2.25 |
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Describe the flow of a garment request to filling the order. |
Order is placed in PRC or keyed in office from hand writer maintenance, GRF is created. Attempt to pull locally from stock the next day or ordered from the DC. Emblems are pulled or ordered (if a shirt) ID tape is applied to the garment Emblems are applied locally or at the DC Garment is placed with the route for next delivery to the customer |
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What are the fundamental areas to increase business on your route? |
Sales leads Adds vs Stops Reducing lost business Price increases Catalog sales New product offerings |
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Why can we not put individual wearers on hold? |
During the hold, we would not get any revenue for the garments and couldn’t rent them to any other customer. We also do not have the space to store garments we cannot utilize . |
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What is a PRD? |
Covers the program specifics for each nation account. |
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Briefly describe the NPS ( net Promoter System) classifications. |
Customers are either Promoters, or Detractors of the Cintas Service. The Net Promoter score is a mathematical number derived from subtracting the Detractors from the Promoters; Passives being neutral |
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Briefly describe the NPS ( net Promoter System) classifications. |
Customers are either Promoters, or Detractors of the Cintas Service. The Net Promoter score is a mathematical number derived from subtracting the Detractors from the Promoters; Passives being neutral |
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What are four components of Creating Raving Fans? |
Customers that love doing business with Cintas Stay with Cintas Grow their business with Cintas Recommend Cintas to other businesses |
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Briefly describe the NPS ( net Promoter System) classifications. |
Customers are either Promoters, or Detractors of the Cintas Service. The Net Promoter score is a mathematical number derived from subtracting the Detractors from the Promoters; Passives being neutral |
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What are four components of Creating Raving Fans? |
Customers that love doing business with Cintas Stay with Cintas Grow their business with Cintas Recommend Cintas to other businesses |
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Who is responsible for everything that happens on their route? |
The SSR |
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What is the most common injury on the route? What are ways to avoid this injury? |
The back. Use stretch n flex to warm up. Use a cart. Use SAFELIFT techniques |
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What is the next most common cause of injury? What are ways to avoid this? |
Slips/ trips/ falls. Use non slip footwear. Use three point of contract system |
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What is the next most common cause of injury? What are ways to avoid this? |
Slips/ trips/ falls. Use non slip footwear. Use three point of contract system |
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What is a DVIR? Who must fill it out? How often? What do you do with it? |
Daily vehicle inspection report. SSR. Daily. Carbon copy is turned in. White copy stays with the truck in the DVIR book. |
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What is the next most common cause of injury? What are ways to avoid this? |
Slips/ trips/ falls. Use non slip footwear. Use three point of contract system |
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What is a DVIR? Who must fill it out? How often? What do you do with it? |
Daily vehicle inspection report. SSR. Daily. Carbon copy is turned in. White copy stays with the truck in the DVIR book. |
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How often should you renew a Customer? |
You can renew a customer any time- especially if we make an additional investment in their account. |
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What is the next most common cause of injury? What are ways to avoid this? |
Slips/ trips/ falls. Use non slip footwear. Use three point of contract system |
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What is a DVIR? Who must fill it out? How often? What do you do with it? |
Daily vehicle inspection report. SSR. Daily. Carbon copy is turned in. White copy stays with the truck in the DVIR book. |
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How often should you renew a Customer? |
You can renew a customer any time- especially if we make an additional investment in their account. |
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Why do our customers have a service charge? |
This service charge is used to help company pay various fluctuating current and future costs including, but not limited to, costs directly or indirectly related to the environment, energy issues, service and delivery of goods and services, in additional to other miscellaneous costs incurred or that may be incurred in . |
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What is the next most common cause of injury? What are ways to avoid this? |
Slips/ trips/ falls. Use non slip footwear. Use three point of contract system |
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What is a DVIR? Who must fill it out? How often? What do you do with it? |
Daily vehicle inspection report. SSR. Daily. Carbon copy is turned in. White copy stays with the truck in the DVIR book. |
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How often should you renew a Customer? |
You can renew a customer any time- especially if we make an additional investment in their account. |
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Why do our customers have a service charge? |
This service charge is used to help company pay various fluctuating current and future costs including, but not limited to, costs directly or indirectly related to the environment, energy issues, service and delivery of goods and services, in additional to other miscellaneous costs incurred or that may be incurred in . |
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If you renew a customer, lower the prices, and only get the renewal for 36 months, what must you do when you turn in the renewal ? |
You must fill out an exceptional form for the price and length of the agreement. |
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What is the 11 to 3 phenomenon? |
For every bad thing done, a customer will tell 11 people, for every good thing done, they will only tell 3 people. |
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What is the 11 to 3 phenomenon? |
For every bad thing done, a customer will tell 11 people, for every good thing done, they will only tell 3 people. |
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What is Cintas guarantee on items you sell as a direct sale ? |
Satisfaction guaranteed, or they can return it for a refund. |
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What happens when an account is lost due to AR? How does it affect the SSR? |
Account is sent to collections and the balance on the account deducted from the SSRs route volume. This affects the SSR net Billings, lost business, growth, and pay. |
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Explain the preparation fee. |
A preparation fee is a one time charge when adding someone new or if a current employee wishes to make changes to their uniforms. It offsets the cost of processing the order and preparing the garments for the customer. |
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Explain the preparation fee. |
A preparation fee is a one time charge when adding someone new or if a current employee wishes to make changes to their uniforms. It offsets the cost of processing the order and preparing the garments for the customer. |
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What is the under promise over delivery theory? |
It’s important to not make unreasonable promises to a customer. When promising to do something, ensure it meets their expectations and then work with competitive urgency to deliver on your promise before and with a higher level of thoroughness and professionalism than what they were expecting. |
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Describe what it means to “take seconds that count” |
Take every opportunity to share with the customer those things you are doing to maker their account work. If you are doing your job it can seem invisible but to ward off the customer wondering what is going on with the account- it’s important to share with them the details of your actions. |
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Describe what it means to “take seconds that count” |
Take every opportunity to share with the customer those things you are doing to maker their account work. If you are doing your job it can seem invisible but to ward off the customer wondering what is going on with the account- it’s important to share with them the details of your actions. |
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How can SSRs help the production team? |
Soil separation Neat and organized truck Returning all clean unused products Making sure all garment orders are keyed correctly |
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Describe what it means to “take seconds that count” |
Take every opportunity to share with the customer those things you are doing to maker their account work. If you are doing your job it can seem invisible but to ward off the customer wondering what is going on with the account- it’s important to share with them the details of your actions. |
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How can SSRs help the production team? |
Soil separation Neat and organized truck Returning all clean unused products Making sure all garment orders are keyed correctly |
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Explain the E.C.I.R |
Empathize: apologize for the problem Clarify: restate the problem and seek agreement so you ensure you’re on the same page with the customer Isolate: ensure there are not any other problems that need attention Respond: explain what you’ll do and gain agreement |
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What is a sales lead and do you communicate it? |
A sales lead is an opportunity for new business. You must fill out a sales lead form or submit the sales lead on the Cintas lead share app with as much information as you can and turn it into the NAC, so he/ she can send it to the appropriate Sales Rep. if applicable, also call the Sales Rep. |
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