Because of Enterprise Holdings’ promote-from-within philosophy, the vehicle rental company needed to develop a way to train new Truck Rental employees on Truck-specific topics. Enterprise’s Go Truck Training is delivered through a devoted intranet site and includes training roadmaps for each of the nine Truck Rental positions:
- Account Specialist
- Senior Account Specialist
- Assistant Branch Rental Manager
- Branch Rental Manager
- Area Truck Manager
- Group Truck Manager
- Customer Service Representative (CSR)
- Truck Rental Sales Executive
- Truck Remarketer
Program Details
The training roadmaps are all 12 weeks long, except for the CSR’s roadmap, which is seven weeks. Topics covered in the training include:
- Branch operations
- Business fundamentals
- Products and services
- Professional development
- Sales skills
- Systems
- Trucks
Various topics are included in each week’s training, with specific modules falling under each category. Modules may include an online reading, assignments, observations, videos, field trips, job aids, resources, manager meetings, and tests. Some modules are position-specific and some are country-specific.
As with all of Enterprise’s training programs, managers play an important role in the successful execution of Go Truck Training. To support them, the site has a manager resources section to help managers successfully implement the training and provide coaching to their employees. An online tracking mechanism indicates when an employee has successfully completed all of the tasks for each week. The Corporate Truck team runs and distributes a weekly report detailing whether employees are ahead, on target, or behind in their training.
Because the training is robust and includes important information for all employees, existing Truck employees can refer to the reinforcement training section to refresh their knowledge on the relevant modules included in each topic without going through the entire roadmap.
This year, the business line rolled out its reworked fact-find module, which was updated in response to customer and employee feedback. The previous fact-find module included in-depth questions about how customers run their entire business; the new approach is more direct and allows less tenured salespeople to communicate more effectively with CEO-level/business owner-level customers. The training materials support a visual selling experience with smoother flow and transition between topics.
Results
One hundred percent of new hires in Truck Rental use this training, and the business grew significantly in fiscal year 2017. Overall customer satisfaction scores likewise increased from 2016 to 2017 and are one of the highest business line service quality scores in the company. Enterprise also eliminated the cost of printing training manuals, while simultaneously making the training easier to update and, therefore, more accurate and relevant.
Editor’s Note: Enterprise Holdings provided specific numerical results in its Training Top 125 application but opted to make them not for publication.
