SSR Certification

 SSR Certification

What is the Principle Objective

We will exceed our customer's expectations by maximizing the long term value of Cintas for its shareholders and working partners

What are the Elements of our Corporate Character

Professional

Thorough

High Principles & Moral Values

High Standards of Performance

Spartan Approach

Enthusiastic

Competitive Urgency

Positive Discontent

Explain the review process

Partners 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

What are the typical uniform customer buying motives?

Image

I/D Security

Soil Protection

Sanitation

Safety

Quality

Productivity

Easy to do business with

What does the phrase competitive urgency mean?

Attending to every detail of our business with a sense of urgency, enthusiasm, professionalism, and thoroughness.

What is Cintas' open communication process

Cintas has an open communication policy. Partners are encouraged to discuss any issues with their supervisor. If their supervisor is unable to resolve they should seek out their supervisor's manager, then the Hr Manager, the location safety and improvement committee and then the GM. Should the issue still be unresolved, they should use the Cintas Direct Line procedure

Why do companies rent uniforms?

Rental company can remove the soil better

Add or stop with little additional cost

Convenience

Replacements for normal wear and tear

Size changes and replacements at little to no charge

Supplier responsible for wearer's appearance

Cost effective in high turnover situations

Sanitation

Government Requirement

Employee benefit

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

What are the typical FS buying motives

Image and appearance

soil protection

sanitation

safety

convenience

minimize managerment involvement

trap moisture

comfort under foot

Why do companies rent FS products

large offerings

control housekeeping costs

convenience

reduce depreciation

promote a healthy environment

cleanliness issues

hygiene product offering line

Why is out of market reputation so important

Word of mouth. Customer tells 11 people when they have a problem or bad experience 11 to 3 phnomenon

How can you increase your chances of customers staying with Cintas?

The more products/services they have, the less likely they are to leave. Adding value to every account

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What are the 4 Service Quality Absolutes

Customers want their uniforms/products

They want them clean

They want them functional and in the correct number

They want to like and depend on their service provider

What are the components of the SSR Pay Plan

Base Pay, Route Commission, Renewal Bonus, Catalog Bonus, Sales leads, contest winnings, premium/overtime pay, quarterly growth bonus

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

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. Helps decrease chances of slips, trips, and falls

Why is route sequence important? How do you make 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. Helps skippers reduce time spent looking for garments. Changes can be made in the PRC or with a stop sequence form

Why is having a neat delivery area important

The SSR should look at the delivery area as the customer's property but the SSRs responsibility to keep organized. Shows professionalism in everything we do

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

Have hanger racks available

Remove hangers and return to plant for recycling

organize the garment hanging area

ensure adequate repair tags/bags are on hand

lockers are labeled and garments are separated on bars with space dividers

What information is found on the ID Tape

Route - Day - Customer # - Employee #

Barcode

Employee last name

Date/year/grade/location

Explain how the individual garment check sheet or trucount cintas service summary report works

Show the count of soiled garments and processed/delivered garments each week

Describe to me what a bulk load sheet is

Daily report that tells the Service Support team all the bulk (non-garment) products to be loaded on my route. It will also indicate what SSR does not have loaded

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

Route sales sheet an/or net billings percent

Explain why net billings 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 reasons. Those credits should be kept to a minimum

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 has to pass those lost charges on to the customers who lost the product

Tell me all the products that you have access to provide a customer for their restroom?

Toilet tissue, c-pull, hand soap, hand sanitizer, seat covers, micro mist air freshners, urinal mat, sig series soap, sig series sanitizer, sig series air freshener, sig series z fold paper towels, sig series toilet paper, urinal drip, sanis

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

Review the past due amounts at time of delivery. As the month progresses, notify the customer that if the money rolls to 60 days we will suspend service

What do you do if you get a no check - no service crf

Pick up all cintas dirty products. before servicing clean products to the account see if the customer has made payment or has the check. if not notify the customer you cannot make a delivery and make arrangements to return to pick up payment

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

counting the number of proactive repairs caught by the plant and then sharing that information with the customer gives them confidence we are taking care of their garment quality

What type of accounts will the plant not look to proactively upgrade

"R" code accounts - or rough wear

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 grade garment is brand new, never used. An S grade garment is one that is used and has slight staining

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

Stockroom supervisor or plant manager

What is the golden rule of upgrading

If the ssr would not wear the garment in the customer's work environment - the garment should be upgraded

What are the main areas o f the production flow?

Soil room/wash room, shakeout/hanging area, reparis, sorts, wrap out, stockroom, loading

Why is it important to keep your emblem trim codes updated

Having multiple unused emblem trim codes in the systems increases the chance of mistakes and can delay a customer from getting a proper uniform order filled

Please explain to me what is meant by even billing

The customer's rental price was determined based on them getting a bill 52 weeks out of the year

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

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

change the price using the appropriate multiple e.o.w x 1.5 monthly x 2.25

What products should not be rented on any frequency other than weekly

garments, linen, shop towels

Describe the flow of a garment request to filing the order

Requested on the GRF

Attempt to pull locally from stock the next day or ordered from teh DC

emblems are pulled or ordered

ID tape is applied to the garment

Emblems are applied locally or at the DC

garment is placed with the route prior to the next delivery date for delivery to the customer

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

ensure all stockroom garments are with your route, check the late rail

Blend in late pieces and stockroom pieces

Audit the route, checking to ensure all accounts/pieces are present

Notify production management of any issues to work together to resolve

Review invoices, putting them into stop sequence

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

Shirt size, sleeve length, chest size, jacket size, coverall size, waist size, inseam

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

What are the main actions of the customer coaching portion of the onboarding process

SSR counts the garments and reviews the turn in history with the contact for the first 4 weeks to ensure the customer is maximizing the value of the program while also building trust in Cintas processes

What is a PRD and what does it stand for

covers the program specifics for each national account. Program requirements documents

Briefly describe the NPS classificaitons

customers are promoters, passives or detractors of the cintas service. The new promoter score is a mathematical number derived from subtracting the detractors from the promoters; passives being neutral

Tell me the four main components of Creating Raving Fans and why they are important

Customers that love doing business with cintas, stay with cintas, grow their business with cintas and recommend cintas to other businesses

Who is responsible for everything that happens on their route

The SSR

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

The back. use strech n'flex to warm up. Us a cart. use safelift techniques.

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

Slips/trips/falls. Use non slip footwear use three points of contact system

What is our service guarantee

Company guarantees to deliver the highest quality textile rental service at all times. Any complaints about the quality of the service which have nto been resolved in the normal course of business must be sent by a registered letter to the company's general manager. If the company then fails to resolve any material compliant in a reasonable period of time, customer may terminate this agreement provided all rental items are paid for at the then current replacement values or returned to company in good usable condition

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

Do not remove the items. Use ECIR+ to determine the reasons behind the customer wanting to quit. if this process fails tell the customer you will review their service agreement when you get back to the location and call them within 24 hours

How soon should you renew a customer

You can renew a customer any time - especially if we make an additional investment in their account

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

you must fill out an exception form for the price and length of the agreement

What is the credit hold procedure one 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. Now on credit hold CRF is generated

Go through the process for checking in with Customer service

look at the due today/tomorrow/past due list, look for any new CRF's turn in completed crf's due, have paperwork signed by CSR, check in with service manager and get signature

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

you should first call the customer and if no answer continue your route and call back later to see if they are back. If they are still not there leave a message and coordinate your delivery for the next earliest possible time

Should you mark out a garment before check in or after check in

Before check in - the garment should be marked out before you leave the account

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

Satisfaction guaranteed or they can return it for a refund

Explain the make up charge

A make up charge 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

What is the under promise over deliver theory

Its important to not make unreasonable promises to a customer. When promising to do something, ensure it meets their expectation 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

Describe what it means to make seconds that count

take every opportunity to share with the customer those things you are doing to make their account work. if you are doing your job it can seem invisible but to ward off the customer wondering what is going with the account. It's important to share with them the details of your actions

Why is it so important FRC garments are properly soil separated

Proper soil separate is a key ingreidient to getting the customers garments cleaned. However with FRC garments safety issues can arise if they are mixed in with any garments. For example if cotton garments are mixed with FRC garments the flammable lint from the cotton garments can attack itself to the frc garment causing safety issues

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