People Development

Drop In / Validation Form

Purpose: To observe our TTM onsite Outcome: To validate our TTM'S are following "best practices" every job Onsite: Make sure you discuss with the customer what your objective is by being on site

Customer Name

Opp ID

(optional)

Arrival

Cell Phone Usage While Driving?

Yes No Does Not Apply

Did the driver use a spotter when backing?

Yes No Does Not Apply

Did team have tarp and load from the previous job properly secured upon arrival?

Yes No

Please select any uniform standards missing from either of the truck team members:

Navy blue pants/shorts Brown steel toe boots Brown belt Branded polo Hat

Shirts tucked?

Both had shirts tucked One had shirt tucked; one had shirt untucked Both had shirts untucked

Introduction

Did they introduce themselves by name?

Yes No

Did the TT execute our Dedication to 5 Star Service?

Yes No Does Not Apply

How was their rapport building?

1 2 3 4 5

Were both TTM's building rapport?

Yes No

Did they identify the customer's value key(s)?

Yes No Yes, but only AFTER giving the bid

What were they?

Time Space Effort

How many times did the team attempt to FMJ?

0 1-2 3-4 5+

Bidding

Who went to the junk first?

Customer Truck team

Explanation of Service

1 2 3 4 5

Was the rate card presented properly (minimum not mentioned)?

Yes No

Was the bid accurate?

Yes No Somewhat

Confidence Level during the bid:

1 2 3 4 5

Was it a negotiation?

Yes No

Did they follow protocol- in order?

Yes No

Which step closed the job?

Reestablish Value Priority Items Coupon Budget OPS

Did they call OPS immediately following the bid?

Yes No

Loading Process

Did they continue building rapport through the loading process?

Yes No Does Not Apply

Was the truck properly loaded?

Yes No

Picture

(optional)

Were there any damages onsite?

Yes No

Closing Process

Did the team perform a supersweep?

Yes No

Did the team perform a final walkthrough?

Yes No

Did the team ensure the customer was able to see the loaded truck before closing the doors?

Yes No

Did the team ask the customer if there was anything else they could do to ensure they exceeded expectations?

Yes No

How was payment taken?

Dip, Tap, or Swipe Keyed In Other

Did team discuss the google review opportunity with the customer?

Yes No

Did team discuss the customer experience email (NPS) opportunity with the customer?

Yes No

Rate the team's professionalism throughout the duration of the job:

1 2 3 4 5

Did team execute door hangers afterwards?

Yes No

What was done well?

Additional Coaching Recommendations:

Drop In/ Validation overall grade: *

Needs More Work Average Good Exceptional

Business *

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