Route Operations, Quality & Customer Service

Question 0

Why is Route sequence important? How do you make changes to your route sequence?

Answer 0

So you can be more efficient, save money, less errors. There are two ways. Stop sequence change form, or go into PRC and change

Question 1

Why is having an organized truck important?

Answer 1

Efficient with time, safety, prevents from missing garments or products, able to provide better customer service

Question 2

Why is having a neat delivery area important?

Answer 2

Keeps us looking professional, image is what we do. Competitors cannot come in and steal business

Question 3

What things should the SSR do to keep the delivery area neat and organized?

Answer 3

Provide hanger racks, organize garments according to man, keep repair bags available, if there are lockers make sure name coincides with man

Question 4

What information is found on the ID tape?

Answer 4

Route, day, customer number, man number, in-service date, grade, location

Question 5

Explain how the individual garment check sheet report works?

Answer 5

Man name, number, garment number, quantity picked up and delivered

Question 6

Describe what a bulk load sheet is?

Answer 6

Everything that are not uniforms, what is loaded on the truck, everything is itemized

Question 7

What is our local policy on clean product return?

Answer 7

Put back into stock to keep cost down

Question 8

If you credit a bulk item charge at a customer, where will that information show up?

Answer 8

Route sales sheet and in net billings

Question 9

Explain why net Billings is important

Answer 9

We want to receive 100% of our billings, keep credits low but remain ethical in order to take care of customers

Question 10

Why do we charge LR’s?

Answer 10

We need to replace items that are lost or destroyed by customers to keep inventory

Question 11

What are all the product that you have access to provide a customer for the restroom?

Answer 11

Air fresheners, toilet paper, paper towel, seat sanitizer, urinal screens, hand soap, Sanis drip, hand sanitizer

Question 12

If the customer has money in 30 days what steps should you take?

Answer 12

Bring to the customers attention, workout arrangements, find out what’s going on. If it turns over to 60 days, put on hold

Question 13

What do you do if you get a “no check – no service “CRF?

Answer 13

Call A/R. When customers behind on Bill, either net $60 or three times the normal bill I cannot service until some some form payment is received or arrangements have been made

Question 14

Explain how the repair tag/repair bag process works.

Answer 14

The customer marks a garment with a repair tag indicating his name, and what the problem is with the garment. I inspect the garment and take the appropriate action

Question 15

How would you take credit with the customer, using seconds that count for repairs?

Answer 15

Tell the wearer, tell contact, ask if they have anymore requests

Question 16

What type of accounts with the plants not look to proactively upgrade?

Answer 16

Rough where accounts. Welders, machinists, and guys who tear up clothes

Question 17

What are the four most common grades of garments?

Answer 17

A, C, D, S

Question 18

Explain the difference between an A grade garment and an S grade

Answer 18

A is brand-new. S has visible stains

Question 19

If you have questions about why a garment was an S grade, who should you talk to?

Answer 19

Plant manager – Andy Resta

Stockroom manager – Maribel Chavez

Question 20

What is the golden rule of upgrading?

Answer 20

If I wouldn’t wear it, my customer wouldn’t wear it

Question 21

What are the main areas of the production flow?

Answer 21

Soil area, wash alley, shake out hangout area, sorting, wrap out, repairs in stock room, load trucks

Question 22

Why is it important to keep your emblem trim codes updated?

Answer 22

For efficiency. When I order replacement garments I need to delete unused codes so that when I add or edit I can use the correct code. It also keeps material cost down by eliminating mistakes

Question 23

Explain what is meant by even billing

Answer 23

The customer is billed out for 50 weeks, that’s spread out over 52 weeks to keep prices consistent and account for lost time (holiday, closures)

Question 24

What is an invoice minimum?

Answer 24

Amount agreed upon in service agreement. 50% of average weekly volume. Or $35 minimum

Question 25

What is important to do when changing a bulk product from weekly to monthly?

Answer 25

Charge accordingly. 2.5 times the normal weekly charge. 1.5 times the normal weekly charge for every other week customers

Question 26

What product should not be rented on any frequency other than weekly?

Answer 26

Uniforms, shop towels, linens (terry towels, aprons, CRT's)

Question 27

Describe the flow of a garment request to filling the order

Answer 27

Order garments, generate garment request form, pull from stockroom, if not available order from distribution center, apply white ID tape, name emblem, company emblem, put on add-on rail, deliver to customer

Question 28

What steps should you take each evening to prepare for the next day?

Answer 28

Review invoices, pull garments from late rail, check for shortages, make arrangements

Question 29

When sizing a wearer what information do you need to order various products?

Answer 29

For pants, waist and length. For shirts sleeve length, size, long body – short body. Coveralls, measure chest. For executive shirts, measure neck

Question 30

What are the fundamental areas to increase business on your route?

Answer 30

Adds/stops, New products, catalog sales, sales leads, price increases (beginning of fiscal year for both products, and annually for uniforms on anniversary). Most importantly, no lost business

Question 31

What are the main actions of the customer coaching portion of the on boarding process?

Answer 31

Transition to trust, count all product for first four weeks, make sure everything is monitored and counted to receive proper inventory, manage program

Question 32

What is a PRD?

Answer 32

Program required document. It gives specifics on a national accounts. It is not concrete but just a guideline. Ask to add any product, 9/10 it is approved

Question 33

Briefly describe the NPS (net promoter system) classifications

Answer 33

A 3rd party calls customers and asks series of questions to rate our service. 9 or 10 = promoter. 7 or 8 = passive. Less than 6 = detractor

Question 34

What are the four main components of creating raving fans and why are they important?

Answer 34

Customers who love doing business with us, customers who stay with us, grow their business with us, and tell others about us. Without raving fans we have no business. complies with our principal objective

Question 35

Who is responsible for everything that happens on their route?

Answer 35

The SSR

Question 36

What is the most common injury on route? What ways have you learned to avoid this happening to you?

Answer 36

Back injuries. Safe lift technique, buggy, stretch and flex

Question 37

What is the next most common cause of injury? What ways have you learned to avoid this?

Answer 37

Slips, trips, and falls. Using three points of contact, keeping a clear path, being careful to pay attention to your surroundings

Question 38

What is a DVIR? Who has to fill it out? How often? What do you do with it?

Answer 38

Driver vehicle inspection report. SSR is responsible. It is filled out every day. You turn it in to the check-in partner every day

Question 39

What should you do if a customer tells you they want to quit and to pick up your products?

Answer 39

Diffuse the situation, R I CE backwards, do everything I can to resolve the issue. If I cannot I will call the service manager, leave product and notify that the service manager will contact by the end of the day

Question 40

How soon should you renew a customer?

Answer 40

Any time. For anything and everything. If they make a change to their account you can renew

Question 41

If you renew a customer and you lower the prices and only get the renewal for 36 months, what must you do when you turn in the renewal?

Answer 41

Need approval from GM and service manager to lower prices

Question 42

What is the credit hold procedure on existing accounts?

Answer 42

If I receive and A/R CRF stating the account is past due, or if customer has not paid/made arrangements with A/R department and when approaching 60 days will be put on hold and pick up products

Question 43

Go through the process for checking in with customer service

Answer 43

Check in with whoever has CRF, call customers if issue has not been resolved

Question 44

What is the 11 to 3 phenomenon?

Answer 44

If you do a bad job the customer will tell 11 people. If you do a good job they will only tell 3 people

Question 45

If you are servicing a customer and they are closed when you arrive, what should you do?

Answer 45

Check if a note was left and if not continue on route. Swing back later to doublecheck. Call contact on invoice and make arrangements for pick up. Notify service manager and route check in partner. Generate CRF

Question 46

Should you markout a garment before check-in or after check-in?

Answer 46

Before you leave customer to L/R for missing product

Question 47

What is Cintas' guarantee on items you sell as a direct sale?

Answer 47

Guaranteed at full value

Question 48

Explain the make up charge

Answer 48

One time fee for new employee. Charge is for emblem purchase and application, ID tape for 11 shirts and pants. One time fee

Question 49

What is the under promise over deliver theory?

Answer 49

A way to always exceed the customers expectations by giving them expectations less then we can deliver

Question 50

Describe what it means to "make seconds that count "

Answer 50

Explain what you did for the customer and take credit for what you have done

Question 51

What are the grades of garments that you can order?

Answer 51

A grade with GM approval. C grade. D grade. S grade. P grade. R grade