TAS Spanish Orentation 2011 trial

Welcome to Orientation:

Revised: September 2010 Welcome to Orientation

Reminders::

Ask questions 2 Reminders:

Did you know?:

The Auto Spa, The Lube Center and The Auto Repair facilities are all one big happy family? Our Corporate name is WLR Automotive? (stands for wash, lube and repair) There are 3 Auto Spa’s, Frederick, Germantown and Gambrills. The first opened in Frederick in 2003. 3 Did you know?

Location Pictures:

4 Location Pictures

Vision::

What comes to mind when you see the word vision? Customer perception: Landscaping, some have waterfalls Clean facility Greeted professionally 5 Vision:

Mission Statement:

Through commitment, training dedication, and vision we will deliver to our customer the best service and experience possible. We are and always will be the best in our industry. We will offer only beneficial and needed services, use only the best products, and hire and train only the best employees. Be maintaining the interior and exterior of our customers vehicles will not only improve the overall appearance but will add future value to it. We will always focus on the things we can do to make our customers experience a better one. 6 Mission Statement

Continued…:

We only hire and train the best. Are service is what keeps our customers coming back. What stands out in the paragraphs? Customers, they are always #1 7 Continued…

Company Organizational Chart::

Company Organizational Chart:

Company Values::

Image and Reputation Being the Best No Games We Care We Can’t Relax The Customer is King Company Values:

Image and Reputation::

We value our image and reputation in the community and with our customers. We identify and solve every problem with honesty and integrity. When I approach the vehicle, am I doing what my Manager, Owner, Trainer etc. would do? How do I appear personally and professionally? Disorganized or in control? Is my uniform clean and pressed? Is my hair up and neat? Image and Reputation:

Being the Best::

We want every employee to be a believer and to work hard. We value loyalty and demonstrate loyalty to our employees and our customers. Our training sets us apart. Choose your attitude. Take your training seriously and look for ways to improve. Being the Best:

No Games::

We are a straight forward group and we don’t play games. If our employees put in the effort, they will succeed. Integrity - the quality of possessing and steadfastly adhering to high moral principles or professional standards. Simply put, it’s how you behave when no one is looking. Customers appreciate honesty. Our company does NOT tolerate bad behavior. No Games:

We Care::

We are partners with our employees and our customers. Our credibility is built on fairness, treating others in a helpful and respectful manner. You are dedicated to that customer. Be there! Help above and beyond what the company or the customer expects. We give back to our community by participating in charities. Exemplary service organizations invest in their communities and are seen as contributing partners to the well being of those outside their corporate walls. We Care:

We Can’t Relax::

We value determination and reliability! We constantly look for ways to improve and avoid complacency. Be determined to do your best all of the time. Let your Manager know your ideas! Some of the best ideas come straight from our employees. Always be on your toes! What improvements can you make to WOW the customer? We Can’t Relax:

The Customer is King::

We value the customer above all and he trusts us. We value employees who understand that the customer is king. Work hard to build a relationship with the customer. If you gain his trust, he will recommend us to others. The Customer is King:

Customers Value::

Tangibles: A ppearance of facility, equipment, personnel and signage. Reliability: Ability to perform service accurately. Responsive: Willingness to help customers and provide prompt service. Assurance: Knowledge and courtesy of employees and their ability to convey trust and confidence. Empathy: Caring, individualized attention. Customers Value:

Why Customers DON’T Come Back::

Many customers choose not to return because they are dissatisfied with the action of our employees. Why Customers DON’T Come Back:

Insurance Benefits:

Insurance Benefits – refer to BB&T Insurance Services packet. Insurance Benefits 18

Policies and Benefits:

Probation Period Initial 90 day period - “getting to know you period” – during this time the employment relationship can be terminated by the company or you with or without cause. You must earn your position. Evaluation: dependability, ability to work the schedule, attitude toward customers and other employees and satisfactory job performance. Performance Appraisal: strengths and weaknesses, goals and development. Policies and Benefits 19

Policies and Benefits (cont.):

Attendance Your absence affects others. Employee’s responsibility to call the Manager on Duty and if necessary leave a message on the shop phone by 7:00am. No Call / No Show Voluntary Resignation Policies and Benefits (cont.) 20

Policies and Benefits (cont.):

Tardiness 1 st Unexcused Tardy = 1 st Written Warning 2 nd Unexcused Tardy = Final Written Warning 3 rd Unexcused Tardy = Termination You must call if you are going to be late, or your tardiness will be marked unexcused! Tardiness will be counted on a rolling 6 month period. Policies and Benefits (cont.) 21

Policies and Benefits (cont.):

Charge Accounts – after Introductory Period Can use to charge parts, services, etc. Sign a Promissory Note Paid Back – 5 pay periods Interest Contact Human Resources to set up Charitable Contributions $4.00 per paycheck Recipients – Recommendations Policies and Benefits (cont.) 22

Policies and Benefits (cont.):

Warranty Bonus Plan 1% of Groups Gross Sales / year go into fund Charges against this fund for warranty/damage claims Percentage – Employee Company & Employee / Customer Vehicles (Customer Service Staff Only) Valid Driver’s License / Age Policies and Benefits (cont.) 23

Policies and Benefits (cont.):

Complaint and Grievance Procedures Discuss with Manager / Managing Partner Human Resources Conflict of Interest Full-Time Employees Professionalism and Production Discounts The Lube Center – 25% The Auto Repair – 20% The Auto Spa – 25% Policies and Benefits (cont.) 24

Policies and Benefits (cont.):

Dress Code and Appearance Uniforms Shoes Hair Jewelry Drug and Substance Abuse Policy Working Environment Policies and Benefits (cont.) 25

Policies and Benefits (cont.):

Duty of Loyalty Prohibited from performing any services for customers outside of our facilities, on their own time or recommending other facilities. Education and Schooling 2 years of employment 1 college course (not to exceed $300.00) per semester Maintain a “C” average Policies and Benefits (cont.) 26

Policies and Benefits (cont.):

Goofing Off and Horseplay Safe Work Environment Involved Parties will receive documented warnings Holidays – 7 Days 7 Days closed -6 are paid Paid after one year of employment – not to exceed 8 hours Not a Paid Holiday New Year’s Day Labor Day Easter Thanksgiving Memorial Day * Christmas Independence Day Policies and Benefits (cont.) 27

Policies and Benefits (cont.):

Inclement Weather You will be contacted by 7:00am if closed, if not called come in as scheduled. Inclement weather savings Injury on the Job Inform the Manager on Duty – IMMEDIATELY – regardless of seriousness Doctor’s Note Policies and Benefits (cont.) 28

Policies and Benefits (cont.):

Sick Leave 1 year of employment Maximum of 40 hours / year Must be out 3 consecutive days with a Doctor’s Note to begin using sick leave Vacation Leave Regular full-time employees will accrue: 1 week vacation after 1 year of continuous service 2 weeks vacation after 2 years of continuous service 3 weeks vacation after 5 years of continuous service 4 weeks vacation after 16 years of continuous service Policies and Benefits (cont.) 29

Policies and Benefits (cont.):

Meal Periods Scheduled at the convenience of the location Cannot leave premises in most cases Meetings Paid for required company meetings Attendance required, unless arrangements made before hand Parking Designated Area Policies and Benefits (cont.) 30

Policies and Benefits (cont.):

Pay Period Begins Sunday and end Saturday Paid Bi-Weekly Checks disbursed Thursday after pay period ends Performance Evaluations Opportunity to Improve Evaluated at 30, 60 and 90 days of employment then at 6 months of employment and every 6 months thereafter Policies and Benefits (cont.) 31 CALENDAR S M T W Th F S 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31

Policies and Benefits (cont.):

Retirement Plan and Profit Sharing (401k) BB&T Bank 1 year of service – minimum age of 21 Enrollment = Semi-Annually Profit Sharing is at the discretion of the employer We encourage you to save… Policies and Benefits (cont.) 32

Policies and Benefits (cont.):

Policies and Benefits (cont.) Savings Account Enrollment Minimum Amount Distribution Termination of Employment Sexual Harassment Zero Tolerance Policy Complaints POLICY: The Auto Spa has a zero tolerance policy for those who harass or those who falsely accuse others of sexual harassment. Sexual harassment is a form of employee misconduct, which wrongfully deprives employees of the opportunity to work in an environment free from unsolicited and unwelcome sexual overtures. Sexual harassment includes all unwelcome sexual advances, requests for sexual favors and other such verbal or physical conduct. 33

Policies and Benefits (cont.):

Telephone Calls No Personal Phone Calls Operating a Vehicle Cell Phones Policies and Benefits (cont.) 34

Policies and Benefits (cont.):

Theft Zero Tolerance Policy Definition: taking money (from the location, cash drawer, other employees, office, distributing coupons without approval, etc), providing services without charging appropriately for them and taking equipment/supplies without paying for it. Time Off or Schedule Change Request All time off should be submitted to location management at least 2 weeks in advance and must be approved by management. All schedule changes need to be covered by another staff member and must be approved by management. Policies and Benefits (cont.) 35

Policies and Benefits (cont.):

Visitors No visitors during work hours Warranty Claims Set up to prevent employees of taking advantage of the company or other employees. Min = $250.00 per incident Max = $520.00 per incident. If damage is done caused by failure to follow policy and procedures, YOU WILL BE CHARGES PER POLICY. Policies and Benefits (cont.) 36

Work Opportunity Tax Credit:

Our company participates in two federal programs called the Work Opportunity (WOTC) and Long Term Family Assistance (LTFA) Tax Credit Programs. Our participation in these programs requires that you answer a few questions. The information is confidential and is only used to determine your eligibility for these federal programs. If you have any questions regarding this form or the tax credit programs in general, you can contact our tax credit representatives, TALX Corporation at 1-800-688-6007 ext. 120. We appreciate your cooperation. 37 Work Opportunity Tax Credit