Return to full checklists page Customer Experience Checklist Customer Experience Checklist Name Name First Name First Name Last Name Last Name Location 520 Chicopee Pad, MA 777 Cranston, RI 1339 Chicopee Memorial, MA Amityville, NY Augusta, ME Bangor, ME Blue Point, NY Brewer, ME Broadhollow, NY Brunswick, ME Concord, NH Cranston Oaklawn, RI Fulton St, NY Lindenhurst Sunrise, NY Lindenhurst, NY Methuen, MA Middletown, RI Nashua, NH Newburyport, MA Somersworth, NH Springfield, MA Topsham, ME Tyngsboro, MA West Islip, NY Date Is the Sales Associate pitching to standard?(Observe SA over 30 minute time frame: review video as well) #1. Yes/No * YesNo During peak times is someone expediting the line? (N/A if there is no line or not enough coverage to do so) *Directing the line as needed? *Pitching the next car to keep the line moving? #2. Yes/No * YesNo Is the Booth/XPT set up to standard with Supplies? *Clipboards, Pens, Fast passes, google review cards, Marker, Stickers, Dog bones? #3. Yes/No * YesNo Are all Associates in Dress code? *Do they have the appropriate Washville attire on? *Are they wearing grey, blue, tan or black pants? #4. Yes/No * YesNo Is the customer service office (Or booth) clean, neat and organized? Is the scoreboard/huddle area set to standard with up-to-date results? *Weekly conversion results posted *Google review results posted #5. Yes/No * YesNo Have all associates received a Huddle? *Speak to associates on staff and ask what they learned in the huddle today? Are they able to speak to information on the scoreboard? (I.E. where they are at WTD for conversion?) You can’t win the game if you don’t know the score! *What goals did they set for themselves for the day? #6. Yes/No * YesNo Is the Manager on Duty doing their figure 8s to create a great employee and customer experience? *Do they know what % they are at for conversion? *Are the booth & XPTs set to standard and stocked with supplies? (Organized, Clipboards prepped etc) *Do they know what the 3 Cs are? Can they articulate how they are bringing them to life on the site? *When did they last coach the SA/tunnel attendant? (Ask the manager who they have coached that day) *Are customer service issues resolved promptly/All daily Rinsed Inbox tickets resolved/ call returned within 48 hours? #7. Yes/No * YesNo Is the tunnel attendant smiling, pointing to the arch and ensuring they get a thumbs up from the customer? #8. Yes/No * YesNo Are the wash attendants outside waiting for cars before they exit the tunnel? Are they signaling cars to pull into the drying area? (Long Island) #9. Yes/No * YesNo Is the Vacuum area clean? (all trashes emptied and no trash on the ground) Are they in working order? #10. Yes/No * YesNo Summary/Final Thoughts/Action plan for missed questions. * Submit If you are human, leave this field blank.
