| Question |
Score |
Answer |
| 1. Date: |
|
9/20/2006
|
| 2. Day: |
0/0 |
Wednesday |
| 3. Arrival Time: |
|
3:02 PM |
| 4. Departure Time: |
|
4:00 PM |
|
Company Appearance
|
| 5. Is the outdoor sign easily viewed? Photo Required |
2/2 |
Yes |
| 6. Is the outdoor sign in compliance with the Graphic Standards Manual Logo? |
2/2 |
Yes |
| 7. Are the windows Clean? |
2/2 |
Yes |
| 8. Is the sidewalk or floor clean in front of the entry doors? Entrance Photo Required |
2/2 |
Yes |
| 9. Is the warehouse organized and clean? Photo Required |
2/2 |
Yes |
| 10. Is the office clean and free of dust? Photo Required |
2/2 |
Yes |
| 11. Is the rear of the office building clean and free of clutter and old products and parts? Photo Required |
2/2 |
Yes |
| 12. Is the office clean and organized? Photo Required |
2/2 |
Yes |
|
13. Comments on Store Appearance:
The entrance was very nice. They have a superb waiting and reception area. The offices were a little crowded and there was a lot of paperwork around, but it was not cluttered, just shows they are busy. There could be more uniformity in the offices. The cubicle dividers, paint scheme, and furniture in the offices was not uniform or consistent. The rear of the shop, which is the entrance to the warehouses, had four vans and a truck awaiting conversion to the company brand. |
|
Office Space
|
| 14. Is there a designated training room for staff? Photo Required |
3/3 |
Yes |
| 15. Does the training room have a TV, VCR and DVD? |
2/2 |
Yes |
| 16. Is there a first aid kit readily available? |
2/2 |
Yes |
| 17. Are fire extinguishers charged and mounted? Inspection Tag Photo Required |
2/2 |
Yes |
| 18. Are all scoreboards up and in a location where all staff members can see? Photo Required |
5/5 |
Yes |
|
Vehicles
|
| 19. Are company vehicles painted and decaled in accordance to the Graphics Standard Manual? Photos Required |
3/3 |
Yes |
| 20. Are company vehicles clean on the outside? |
2/2 |
Yes |
| 21. Are company vehicles clean and well organized on the inside cab? Photos Required |
2/2 |
Yes |
| 22. Are company vehicles clean and well organized on the inside rear? Photos Required |
4/4 |
Yes |
| 23. Do all company vehicles have current tags? |
2/2 |
Yes |
| 24. Do all company vehicles have current local and state inspection stickers? |
2/2 |
Yes |
| 25. Do all company vehicles have current registration? |
2/2 |
Yes |
| 26. Are all company vehicles in good physical condition? |
3/3 |
Yes |
|
Uniforms
|
| 27. Do all technicians have complete company uniforms in accordance to the Graphics Standards Manual? Group Photo Required |
5/5 |
Yes |
| 28. Do all technicians have shoe covers on their vehicles? |
1/1 |
Yes |
| 29. Are all technicians neat and clean in appearance? |
2/2 |
Yes |
| 30. Are all comfort advisors need and clean in appearance? |
2/2 |
Yes |
| 31. Are all technicians and comfort advisors wearing the name badge in accordance to the Graphics Standards Manual? |
2/2 |
Yes |
|
Staff Development
|
| 32. What type of communication is used throughout the office? Obtain Copies |
1/3 |
Bulletin Boards |
| 33. Are any employee incentive programs being used? |
2/2 |
Yes |
| 33a. If yes, what types? |
|
They use the scoreboard to offer incentives. |
| 34. Are company staff meetings held weekly with all technicians? |
10/10 |
Yes |
| 35. Are company staff meetings held weekly with all customer services representatives? |
10/10 |
Yes |
| 36. Are company staff meetings held weekly with all comfort advisors? |
10/10 |
Yes |
| 37. Are company staff meetings held weekly with all installers? |
10/10 |
Yes |
|
Marketing and Advertising
|
| 38. Are they currently running any newspaper advertisements? Obtain Copies |
5/5 |
Yes |
| 39. Are they currently running any radio advertisement? |
2/2 |
Yes |
| 40. Are they currently running any TV advertisements? |
0/2 |
No |
| 41. Are they currently placing out door hangers? Obtain Copies |
3/3 |
Yes |
| 42. Are they currently sending a bi annual newsletter to their customers? Obtain Copies |
2/2 |
Yes |
| 43. Are they currently running a product special? |
2/2 |
Yes |
| 44. Are they currently listed in the Yellow Pages? |
3/3 |
Yes |
|
44a. If yes please get a copy of the ads.
 |
|
Customer Service
|
| 45. Number of employees in the office? |
|
1 |
| 46. Number of employees in the field? |
|
5 |
| 47. Are customers being greeted promptly by the third ring in a friendly manner? |
3/3 |
Yes |
| 48. Is the appropriate telephone greeting (phone script) being used each and every time? Obtain Copy |
5/5 |
Yes |
| 49. Are customers being offered appointment time options over the phone? |
5/5 |
Yes |
| 50. Are customer service representatives giving pricing to do a job over the phone? |
0/5 |
Yes |
|
Management Functions
|
| 51. Are Confidentiality Agreements signed and on file for every employee? Obtain Copies |
3/3 |
Yes |
| 52. Are former Ride-A-Long Evaluation forms on file for each technicians? Obtain Copies |
3/3 |
Yes |
| 53. Have Ride-A-Longs been conducted in the past 5 months? |
3/3 |
Yes |
| 54. Are former Million Dollar Sales Surveys forms on file for each comfort advisor? Obtain Copies |
5/5 |
Yes |
| 55. Have Million Dollar Sales Survey been conducted in the past 5 months? |
5/5 |
Yes |
| 56. Are daily GM reports being done by 10:00 a.m. using the approved DME spreadsheet? |
10/10 |
Yes |
| 57. Are past daily GM reports on file for review? Obtain Copy |
3/3 |
Yes |
| 58. Are Memorable Visit Reports being filed after every service call? |
3/3 |
Yes |
| 59. Memorable Visit Reports readily available for viewing? Obtain Copies |
3/3 |
Yes |
| 60. Are Lead Summary Reports being completed for comfort advisors? Obtain Copies |
5/5 |
Yes |
| 61. Are Lead Summary Reports readily available for review? |
3/3 |
Yes |
| 62. Are Installation Excellence Checklist being completed on every new install? Obtain Copies |
3/3 |
Yes |
| 63. Are all Installation Excellence Checklist being filed properly and are readily available for review? |
2/2 |
Yes |
| 64. Is the franchisee on/utilizing SuccessWare 21 scheduling/call taking package? |
10/10 |
Yes |
| 65. Is the franchisee on/utilizing SuccessWare 21 accounting package? |
10/10 |
Yes |
| 66. Are all franchisees on/utilizing SuccessWare 21 Dispatching package? |
10/10 |
Yes |
| 67. Do all employees have a copy of the Code of Ethics readily available to them? |
5/5 |
Yes |
| 68. Do all employees know and offer information on all franchisee guarantees and warranties? |
5/5 |
Yes |
| 69. Is there an inventory system in place? |
3/3 |
Yes |
| 70. Is there a PO system in place? Obtain Copy of PO |
3/3 |
Yes |
| 71. Is the Franchisee using the approved Straight Forward UWIN Pricing Guide (5 levels only)? Photo Required |
10/10 |
Yes |
| 72. Is the Franchisee using the approved Straight Forward invoice? Obtain Copy |
5/5 |
Yes |
| 73. Is the Franchisee using the approved Sales Persuasion System? Photo Required |
10/10 |
Yes |
| 74. Is the Franchisee using the approved Sales Persuasion Proposal? |
5/5 |
Yes |
|
75. Comments
I obtained copies of all the documents
listed in the guidelines. I was provided stationary and a business
card from the general manager. The daily report was current and
in order. They provided an extensive amount of marketing pieces.
Additionally, they were using all the scripts. The confidentiality
agreement was dated April 13, 2006. They have all of their paperwork
in order and appear to be doing very well in establishing compliance.
All pictures also are in accordance with the guidelines. The owner
and general manager were very helpful. Everyone working there
was very pleasant. I was very impressed with the vehicles and
the professional appearance of the technicians. |
|
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