Area Management

Flashcards covering leadership definitions, Performance Star points, corporate policies, and operational non-negotiables.

What is the definition of leadership provided in the notes?

Taking ownership over your branch and your team, taking initiative to reach your goals, and taking the time to coach your team properly and effectively

What is the Enterprise fraternization policy?

Do not get involved with other employees in your area.

What are the $5$ points to the Performance Star?

Expectations, Resources, Training, Feedback, and Motivation

In the Performance Star, how are Expectations defined?

$3$ or $4$ behaviors that employees must do every day to help achieve goals

define resources in the Performance Star?

Things, processes and people that employees need to do their jobs, including using a duty roster to delegate work and ensuring processes are efficient and effective

Define Training in the Performance Star?

It occurs any time someone helps an employee learn a new skill, can happen anywhere at any time, and employees must understand they are being trained

Define Feedback in the Performance Star?

Specific and timely feedback, including daily positive feedback to build trust and safety, as well as difficult feedback that leads employees to success

What are the responsibilities of an ABRM regarding managing timesheets and pay?

Make sure all employees' clock times are accurate each day

What are the retirement benefits an employee can take advantage of?

$401k$ plan, $4\%$ retirement contribution match, and profit sharing after one year

What are the Customer Service Non-Negotiables?

Pickup drops and close clean, CARP for tomorrow, greetings and introductions, Amaze each customer (listen, details, empathy), counter manager system, $3$ Critical Questions, and clean car with half tank and no warning lights

What are the Employee Development Non-Negotiables?

Onboarding, Duty Roster, Roadmaps, Designated Workstation, Biweekly $1$-on-$1$s, Target Accounts, and Monthly Statement Meetings

What are the Growth Non-Negotiables?

Target Accounts, Red & Yellow Car callback plan, phones ($5$ ring max, $*83$ at peak times), scheduled marketing days ($3$/month/employee), and online rate shop competitors

What are the Profit Non-Negotiables?

Duty Roster, proper vehicle inspections, underwriting, and claims quality, daily morning meetings, Ticket-by-Ticket management, providing upgrade options, and an up to date goal board

What does the acronym PLEASE stand for?

(P)atiently (L)isten (E)mpathetically (A)ssure and apologize (S)ave the (E)xperience

what is your current Matrix standing?

?

What are the monthly BOSS Call expectations for an MT and a manager?

$8$/month/MT and $10$/month/manager