RTM 3

Why is it important for managers (e.g., station, ABRM, BRM) to approve time cards every day?

Since Monday by 1 PM prior to PAYDAY is deadline to submit time cards - Mondays are HECTIC days, being the first day of the work week.

What is D & I?

Rebranding D, E, I: Diversity (BEING INVITED TO THE PARTY) and Inclusion (BEING ASKED TO DANCE)

Why is D & I important?

Stepping stone to - INNOVATION, PROBLEM-SOLVING, ENGAGEMENT, PRODUCTIVITY, CONNECTION, CUSTOMER SERVICE

INVESTING IN D & I INCREASES PROFITABILITY

What is D & I trying to accomplish?

Broaden opportunities

What can I do to advance D & I?

1. Celebrate the whole person

2. Use respectful language

3. Stop making assumptions

4. Expand professional network

5. Advocate for underrepresented

6. Embrace diversity

When are internal job postings released?

10 am Friday by HR (Angela Chinen Talent Acquisition Coordinator)

What is a chargeback?

Customer asks their bank or credit card company to reverse a payment they made—basically pulling the money back from a business after a transaction.

Why is it important to swipe a credit card?

It authorizes the transaction and allows for secure processing of payment information. It also provides a record of the purchase for both the customer and the merchant, proving to the bank that the card was present (swiped or chip card transaction proves it was present vs. manually entering card), authentic, and approved and the card information matched the renter’s information IN CASE OF ANY CHARGEBACKS.

Why is it important to call the issuing bank to obtain a Merchant ID number (authorization code) if the credit card does not dip or swipe?

It adds HUMAN-LEVEL VERIFICATION (E.G., CARD IS VALID, FUNDS ARE AVAILABLE, RECORD THAT YOU CHECKED WITH THE ISSUER) on top of automated checks (reduces risk for FRAUD) to ensure transactions are LEGITIMATE, DIRECTLY REDUCING CHARGEBACKS.

What is the Merchant ID number? Why is it important?

Also called Authorization Code. It is the code given by the issuing bank of the credit card that could not be swiped or dipped. It shows that the bank APPROVED THE TRANSACTION, IT IS EVIDENCE IF THERE IS A DISPUTE OR CHARGEBACK, AND HELP BUSINESS FIGHT UNAUTHORIZED TRANSACTIONS.

What is S.O.S.?

SHOW. OBSERVE. SHAPE. It is a coaching and management method used to train employees effectively, especially in hands-on environments.

1. SHOW - Demonstrate the task exactly how it should be done.

2. OBSERVE - Watch the employee DO the task themselves (Let them try w/o interrupting too much, looking for gaps, mistakes, or hesitation)

3. SHAPE - Coach and Correct in REAL-TIME (Give specific feedback; Reinforce what they did right; Help them improve step-by-step).

Why does the Physical Damage Reserves (Direct Cost Expense Per Unit) allowed a 10% Buffer (over a 12-Month average loss) versus Uninsured Loss (Operating Cost Expense Per Unit) that does not?

Uninsured Loss (Conversion, lot damage/theft, undocumented damage, and employee loss liability) can be directly controlled and prevented by the team (e.g., callbacks, obeying of traffic laws, and proper trunk-to-trunk inspections) VERSUS Physical Damage Reserves involve factors out of our control - (e.g., Damage Waiver loss, uncollected DX On-Rent Claims, fraud, and theft)

What does the Physical Damage Reserves (Collision and Comprehensive) Include?

Acronym DUFT - DW Losses; Uncollected DX; Fraud; Theft (True theft means theft despite security protocols)

List four things to EFFECTIVELY PREVENT chargebacks.

1. Swipe/Dip Credit Card

2. Get proper authorizations

3. Get another form of payment if card declines at beginning of rental

4. CONTACT CUSTOMER AFTER charging card

What is Daily Rental Days Earned Growth Goal?

2%

When do the following AR (Accounts Receivable) Balances fall to Bad Debt (expensed through Operating Expense Per Unit)?

Force Charge (RETAIL) hits Bad Debt the month the ticket closes. All other AR Balances - Insurance, Dealership, Body Shop, Corporate, Other - hit Bad Debt 90 Days after it closes.

When a rental is closed with a balance due, when will those balances hit Bad Debt if no payment is received?

If it is for a retail customer it will hit Bad Debt the month the ticket is closed. If it is for a Dealership/Insurance/Body Shop, it will hit Bad Debt 90 Days after ticket is closed as long as there is a direct Bill-To in place.

When a previously paid balance is charged back by a renter, when does it hit Bad Debt?

It will hit Bad Debt the month the chargeback is received.

Why is a conversion NOT included in Physical Damage Reserves since technically Customer still has the rental vehicle?

A conversion is created after a contract is closed after exhausting all means of getting car returned (for example, callbacks)

When does a conversion hit Bad Debt?

The month that the contract closes.

When do disputed charges (customer dispute write-offs) on closed tickets, invoice adjustment write-offs, Force charges, any collections on aged items or items written off prior HIT BAD DEBT?

Month that it closes.

What is a Force Charge?

Hitting Bad Debt, Enterprise charges the card without asking the customer at the moment based on the signed rental contract that gives Enterprise the permission and authority by the Primary Driver to bill the credit card later if needed. A Force Charge is Enterprise using that authorization to take payment after the fact. A FORCE CHARGE CAN RESULT IN A CHARGEBACK.

What is the conversion process?

What is the difference between filing a AVD claim and a DX claim?

After it is filed, a DX claim is shopped to one of the body shop vendors to be repaired VERSUS an AVD claim is sent to a dealership to assess if the alleged vehicle defect is truly defective.

What are the steps taken after a customer states that a vehicle has an alleged vehicle defect?