Cintas certification – Flashcards
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Who is the Group Vice President
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Bill Langtim
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Who is the Territory Senior Vice President
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Kevin Bien
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Who is the HR director?
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Emily Seneca
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Who is the President and COO
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Phillip Holloman
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Who is the CEO?
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Scott Farmer
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Who is the Sales Manager
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Kristy Chaparro
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Who is the Regional Sales VP?
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Chris Duffy
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Who is the Senior Vice President of Sales?
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Jim Rozakis
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Who is the Plant Manager?
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Gabe Ontiveros
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Who is the first shift supervisor?
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Ulysess Scott
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Who is the second shift supervisor?
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Dwayne evans
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Who is the third shift supervisor?
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Jaime Rios
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Principal objective
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We will exceed our customers' expectations by maximizing the long-term value of Cintas for its shareholders and working partners
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Elements of our Corporate Character
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We are thorough, professional, enthusiastic, have high principles & moral values, high standards of performance, competitive urgency, a spartan approach, and positive discontent.
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Explain how the review process works at Cintas
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First two years - bi-annual Thereafter - Annual
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What does the phrase Competitive urgency mean?
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Attending to every detail of our business with a sense of urgency, enthusiasm, professionalism, and thoroughness in a way that if not doing so, it will result in the loss of a partner or customer.
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What is Cintas' open communication process?
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Supervisor, manager, HR manager, location safety and improvement committee, GM, cintas' direct line procedure.
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What are the typical FS buying motives?
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Image/Appearance Soil Protection Safety Convenience Sanitation Comfort under foot Minimize Management Involvement Trap moisture
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Why do companies rent FS products?
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Control house keeping costs Large Offerings Convenience Reduce Depreciation Hygiene Product Offering Line Promote a healthy enviroment Cleanliness issues
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Why is our market reputation so important?
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Word of mouth - a customer will tell 11 people of a bad experience.
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How can you increase your chances of staying with Cintas?
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Sell them more products
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What are the four service quality absolutes
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They want their uniforms/products They want them Clean They want them functional and in order They want to trust and depend on their SSR
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What are the components of the SSR pay plan?
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Base pay Route commission Quarterly Growth Bonus Contest Winnings Lost Business Bonus Catalog Sales Leads Premium overtime pay
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Why is the soil separation an ssr does important to our customers?
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Proper soil separation is a key ingredient to getting the customers' products properly cleaned. Products are made of different material. Terry towels with cotton, aprons with polyester. Mixing the two together could damage one another.
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Why is having an organized truck important?
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It helps remove delivery errors and forgetting product. Removes possibility of soil contamination. A clean truck is representative of an organized and efficient SSR.
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Why is having a neat delivery area important?
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The SSR should look at the delivery area as the customers property, but the SSR's responsibility to keep organized.
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Describe to me what a load sheet is?
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A daily report that tells the Service Support team all the bulk products to be loaded on my route.
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If you credit an item, where will that information show up?
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Route Sales Sheet/Net Billings Percentage
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Explain why net billings are important?
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Cintas wants to realize 100% of their billings with each customer. Sometimes a situation will come up where a credit is due to a customer for legitimate business reasons. These credits should be kept to a minimum.
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Why do we charge LRs?
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We own the products that we rent. The customer pays a small price to rent the product rather than to buy. When they lose or damage the product, they should pay for it.
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If a customer has money if 30 days, what should you do?
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Review the past due amounts at time of delivery. As the month continues, notify the customer that if the money rolls to 60 days we will suspend service.
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What do you do if you get a No check - No Service CRF
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Before servicing the account see if the customer has made a payment or has the check. If not, notify the customer you cannot make a delivery and pick up all cintas products and make arrangements to return to pick up any payment.
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How would you take credit with the customer, using seconds that count for Servicing a Customer that has soap and Air freshener refill lines?
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Take the time to let the customer know exactly what you did to service their account. Make sure you let them know when you change out the refill lines. They may not know you are doing something if you do not let them know.
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What is a Service Charge?
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A standard overhead charge that appears on every customer invoice. Overhead includes vehicle maintenance, production costs, and SSR time spent servicing the account.
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Explain the difference between a shop towel and ink towel?
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Shop towels can be cleaned at most cintas facilities - a ink towel must be outsourced.
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What are the main areas of the production flow?
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Unloading area, wash-alley, mat rolling, stage area bulk, bulk folding inspection, loading area, hygiene storage area.
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Explain to me what is meant by even billing
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The rental price was determined based on a 52 week out of the year payment.
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What is an invoice minimum?
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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.
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What is important to do when changing an F.S. product from weekly to monthly?
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Use the multiplier 1.5 for weekly 2.5 for monthly
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What products should not be rented on any frequency other than weekly and why?
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Garments, linens, shop towels. Waiting too long will create odor, mold, and damage the product.
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What steps should you take each evening to prepare for the next day?
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Sort invoices, review invoices, look out for jeopardy accounts, new accounts, CRFs, closed accounts, specials, etc.
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What are the fundamental areas to increase business on your route?
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Sales leads Catalog Sales Adds V. Stops New offerings Price fairness Reducing Lost Business
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What is a PRD and what does it stand for
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Program requirement document A list of specifics for national accounts
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Briefly describe the NPS classifications
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Promoters, Passives, Detractors. The net promoter score is a mathematical number taken from subtracting the detractors from the promoters.
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Tell me the four main components of Creating Raving Fans
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Customers that Love Doing Business with Cintas, Stay with Cintas, Grow their business with Cintas, and recommend Cintas to other businesses.
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What is a DVIR, who fills it out, how often, and what do you do with it?
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Daily vehicle inspection report, the SSR, daily, turn the pink copy in.
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What is the most common injury on route? What ways have you learned to avoid this happening to you?
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Flex and stretch, use a cart, SAFELIST
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What should you do if a customer tells you they want to quit and to pick up your products?
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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.
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How soon should you renew a customer?
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Renew at any time - especially if we make an investment in their account.
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What is the credit hold procedure on existing accounts?
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After 30 days past due, a Credit - hold warning CRF (cc the SM) is generated. If no payment is received by the SSR and the customer has not made other payment arrangements with the A/R partner then the account is placed on credit hold.
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Go through the process with checking in with Customer Service.
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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 their signature.
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What is Cintas' guarantee on items you sell as a direct sale?
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Satisfaction guaranteed or they can return it for a refund.
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What is the under promise over deliver theory?
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Don't make unreasonable promises. When promising to do something, make sure it meets their expectations 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.
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Describe what it means to make seconds that count.
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Take every opportunity to share with the customer what you're doing to make their account work. Sometimes it can seem invisible, but if you let them know
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What divisions are within cintas?
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Rental, FAC, TAC, Fire
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What are benefits to our customers to utilize additional divisions?
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Consolidated supplier, ease of use, best in class product and service.
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What are the benefits to you by adding additional cintas divisions to your customers?
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Increased commissions, increased value to customer, and insulating myself from the competition.
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How would you turn in a lead for another division?
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Lead share app
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What do you earn if you turn in a sales lead for FAS, Fire, T&C, or rental?
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FAS - 8% with a cap of 500 Fire - 8% with a cap of 300 T&C - two times the weekly average with a cap of 400 Rental - One times the weekly average with a cap of 500
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What are some of the products and services provided by our FAS division?
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First aid supplies, safety and PPE supplies, AEDs and Emergency kits, Compliance Training. (CPR, Forklift, First aid, AED, hazcom)
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What are some of the products and service provided by our fire division?
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Emergency and exit light inspections, fire extinguisher inspections, fire alarm panels, fire alarm monitoring, alarm monitoring, fire sprinkler testing, kitchen suppression systems
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What are some of the T&C services and products
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Commercial carpet cleaning, stone and cement cleaning, tile and grout cleaning, HVAC, PTAC, VTAC.
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What is our Cintas Safety Vision?
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Every Cintas location is injury free Every partner is engaged in continuously improving safety. Cintas is widely recognized as one of the world's leaders in safety and health performance.
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CSOP
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Cintas Safety Observation Program Members of the location safety and improvement committee can report acts of safe deeds
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What is a near miss
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Something that could have happened with a slight change in position or time
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How do you report a near miss?
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It is out side of the communications stations. (think Rob's desk)
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SAFELIFT - S
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Size up the Load
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SAFELIFT - A
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Assess and plan the job
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SAFELIFT - F
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Firm base of support
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SAFELIFT - E
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Easier with knees bent
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SAFELIFT - L
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Loose grip causes strain
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SAFELIFT - I
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Is the load close?
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SAFELIFT - F
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Flex your legs to lift
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SAFELIFT - T
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Turn, don't twist
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SMITH DRIVING - A
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Aim high in steering
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SMITH DRIVING - G
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Get the big picture
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SMITH DRIVING - K
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Keep your eyes moving
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SMITH DRIVING - L
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Leave yourself an out
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SMITH DRIVING - M
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Make sure they see you
