Route Operations, Quality & Customer Service Flashcards
Why is Route sequence important? How do you make changes to your route sequence?
So you can be more efficient, save money, less errors. There are two ways. Stop sequence change form, or go into PRC and change
Why is having an organized truck important?
Efficient with time, safety, prevents from missing garments or products, able to provide better customer service
Why is having a neat delivery area important?
Keeps us looking professional, image is what we do. Competitors cannot come in and steal business
What things should the SSR do to keep the delivery area neat and organized?
Provide hanger racks, organize garments according to man, keep repair bags available, if there are lockers make sure name coincides with man
What information is found on the ID tape?
Route, day, customer number, man number, in-service date, grade, location
Explain how the individual garment check sheet report works?
Man name, number, garment number, quantity picked up and delivered
Describe what a bulk load sheet is?
Everything that are not uniforms, what is loaded on the truck, everything is itemized
What is our local policy on clean product return?
Put back into stock to keep cost down
If you credit a bulk item charge at a customer, where will that information show up?
Route sales sheet and in net billings
Explain why net Billings is important
We want to receive 100% of our billings, keep credits low but remain ethical in order to take care of customers
Why do we charge LR’s?
We need to replace items that are lost or destroyed by customers to keep inventory
What are all the product that you have access to provide a customer for the restroom?
Air fresheners, toilet paper, paper towel, seat sanitizer, urinal screens, hand soap, Sanis drip, hand sanitizer
If the customer has money in 30 days what steps should you take?
Bring to the customers attention, workout arrangements, find out what’s going on. If it turns over to 60 days, put on hold
What do you do if you get a “no check – no service “CRF?
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
Explain how the repair tag/repair bag process works.
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
How would you take credit with the customer, using seconds that count for repairs?
Tell the wearer, tell contact, ask if they have anymore requests
What type of accounts with the plants not look to proactively upgrade?
Rough where accounts. Welders, machinists, and guys who tear up clothes
What are the four most common grades of garments?
A, C, D, S
Explain the difference between an A grade garment and an S grade
A is brand-new. S has visible stains
If you have questions about why a garment was an S grade, who should you talk to?
Plant manager – Andy Resta
Stockroom manager – Maribel Chavez
What is the golden rule of upgrading?
If I wouldn’t wear it, my customer wouldn’t wear it
What are the main areas of the production flow?
Soil area, wash alley, shake out hangout area, sorting, wrap out, repairs in stock room, load trucks
Why is it important to keep your emblem trim codes updated?
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
Explain what is meant by even billing
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)
What is an invoice minimum?
Amount agreed upon in service agreement. 50% of average weekly volume. Or $35 minimum
What is important to do when changing a bulk product from weekly to monthly?
Charge accordingly. 2.5 times the normal weekly charge. 1.5 times the normal weekly charge for every other week customers
What product should not be rented on any frequency other than weekly?
Uniforms, shop towels, linens (terry towels, aprons, CRT’s)
Describe the flow of a garment request to filling the order
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
What steps should you take each evening to prepare for the next day?
Review invoices, pull garments from late rail, check for shortages, make arrangements
When sizing a wearer what information do you need to order various products?
For pants, waist and length. For shirts sleeve length, size, long body – short body. Coveralls, measure chest. For executive shirts, measure neck
What are the fundamental areas to increase business on your route?
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
What are the main actions of the customer coaching portion of the on boarding process?
Transition to trust, count all product for first four weeks, make sure everything is monitored and counted to receive proper inventory, manage program
What is a PRD?
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
Briefly describe the NPS (net promoter system) classifications
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
What are the four main components of creating raving fans and why are they important?
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
Who is responsible for everything that happens on their route?
The SSR
What is the most common injury on route? What ways have you learned to avoid this happening to you?
Back injuries. Safe lift technique, buggy, stretch and flex
What is the next most common cause of injury? What ways have you learned to avoid this?
Slips, trips, and falls. Using three points of contact, keeping a clear path, being careful to pay attention to your surroundings
What is a DVIR? Who has to fill it out? How often? What do you do with it?
Driver vehicle inspection report. SSR is responsible. It is filled out every day. You turn it in to the check-in partner every day
What should you do if a customer tells you they want to quit and to pick up your products?
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
How soon should you renew a customer?
Any time. For anything and everything. If they make a change to their account you can renew
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?
Need approval from GM and service manager to lower prices
What is the credit hold procedure on existing accounts?
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
Go through the process for checking in with customer service
Check in with whoever has CRF, call customers if issue has not been resolved
What is the 11 to 3 phenomenon?
If you do a bad job the customer will tell 11 people. If you do a good job they will only tell 3 people
If you are servicing a customer and they are closed when you arrive, what should you do?
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
Should you markout a garment before check-in or after check-in?
Before you leave customer to L/R for missing product
What is Cintas’ guarantee on items you sell as a direct sale?
Guaranteed at full value
Explain the make up charge
One time fee for new employee. Charge is for emblem purchase and application, ID tape for 11 shirts and pants. One time fee
What is the under promise over deliver theory?
A way to always exceed the customers expectations by giving them expectations less then we can deliver
Describe what it means to “make seconds that count “
Explain what you did for the customer and take credit for what you have done
What are the grades of garments that you can order?
A grade with GM approval. C grade. D grade. S grade. P grade. R grade
