The last position that we'll talk about is the wash rack and labor person. Pretty straightforward, this person's responsible for cleaning all the rental machines every time they come and go, and they need to be looking for damages to the equipment, and that needs to be reported to the rental coordinator, and then this person generally is moving the equipment into an inspection area. Typically, the wash rack person is not skilled or trained enough to maybe make the final decision as to whether a machine is ready to be rented or not. Usually, they're going to move the machine over to a service technician that's going to give it a once-over with a checklist to make sure that everything's in order. But I will say that the wash rack person should not be underestimated, that this person is very much a part of the quality control of the fleet, and so they need to be somebody that is alert and someone that is paying attention to their task and they're not mindlessly washing equipment, and they also need the right tools, and so it's a key part of the whole spin cycle, if you will, when equipment comes back from rent, it gets inspected, goes through the wash rack, comes back out, so this person is very vital to the team. So now that we've spent a little bit of time talking about some of the different roles and responsibilities that you'll find in a typical rent-to-rent department, I'd like to talk about the personality profiles. I believe that this is a real key to you being successful at your dealership with rental, because if you'll recall the slide that we looked at to begin with, it was people, process, and products. So having the right positions and having enough people, that's a key component, but even more so to just having the right number of personnel is having the right people in those slots. So what I'd like to spend some time on is talking to you about the different types of personality profiles, and your company may use a variety of diagnostic tests to figure out the personality profiles of your employees, and I actually recommend you doing that, and if you are going to be a rental manager, I believe that this is something that you have to have a real sense for, and so you really need to learn how to read people and how to read personality profiles, because it's critical that you get people lined up in the right position, and that when you're hiring for a particular position, that you get the right profile of candidate, otherwise you're going to be disappointed with their output and performance, and then you're going to be right back to looking to hire again. Probably one of my favorite examples about this whole concept of personality profile and people characteristics and such, if you watch virtually any type of sports, sports has become quite a science, where depending on someone's speed, their height, how fast they can throw, how well they hit the ball. In baseball, for instance, a leadoff batter has certain physical attributes that a cleanup batter, the guy that bats number four, is usually not a guy that's going to steal a lot of bases and probably can't switch hit. A leadoff batter can do all of those things. This is a person that's going to strike out very little. They're going to make contact with the ball a lot, and they run like the wind, and when they get on base, they're capable of stealing a base or two. That's their job, and so to be a good baseball manager, you've got to create your lineup in such a way that you're going to be successful, and so could the cleanup batter bat first? Yes, he could. It's probably not going to work out very well versus the guy that has much more of a, I'll say a scientific approach to lining up and playing the averages and using the skills and the attributes. So for a successful rent-to-rent department, you need to basically take the same approach. You've got the jobs that we just talked about, and now we've got to understand what type of people actually do the best in those particular positions, and then we've got to find those people and get them on our team. The first personality style we'll take a look at is called a driver, and this person is very action-oriented, and they really can focus like a laser on getting results, and very assertive. They're competitive by nature, and actually, the more intense the situation, the better they do. They can be confrontational. They usually set a very good tempo because they've got good energy, and they think. The thing about a driver is that they are thinkers, and so when it gets intense, their brain is really thinking about how to deal with the situation, and very task-oriented. So task-oriented people aren't quite as relationship-oriented because their goal is to get the job done, and if they bump into people along the way or offend them, they probably don't even notice. They typically move faster, speak louder, and make quicker decisions than other people in your organization. Drivers are typically entrepreneurs, and they're very comfortable when they're in control of the situation, not too interested in small talk, and oftentimes, they don't let on what they're feeling. That's not something that they're interested in sharing with people, and so a driver personality is also considered an extrovert. In our example here, you're going to see that two of the personality styles are extroverts, and two of those are introverts. The personality style called promoter, these are people that are very enthusiastic. They're inspiring, and they are very gifted when they're working with other people. This person is also considered an extrovert. They use their charm and persuasion to achieve goals. They love people. They like involving people in projects, and they're very warm and approachable, competitive, and generally fast-paced. They do really well in a group activity. They want to be the leader because they have excellent leadership skills, and given the choice, they prefer to work with a group of people or other folks rather than working alone. So someone like this would not be comfortable sitting in front of a computer screen all day in a cubicle. They wouldn't be able to handle that very well. So you need to know that a promoter is somebody that is an extrovert, very social, very charming, like to work with other people. The third personality style we'll take a look at is the supporter. They're great at organizing things and have good talent for logistics. They love their family and friends, and they stay in contact a lot. They are very hard workers. They don't believe in instant success. They come early and stay late, very law-abiding. They'll obey the rules, your company policies, those types of things. They stay within the lines. They don't color outside the lines. While they don't see themselves as being set in their ways, they actually are people that like a process and very systematic, and they don't like change. When change comes, that's very disruptive to them, and they have a challenge in processing that. They're pretty easygoing, friendly people, and they get along with most everybody they work with. So this person is considered an introvert. They like being given a task and stay within the lines, and I'll do this day in and day out, and I'll do it to the best of my ability. So these folks are very good at making sure that process happens day in and day out, very good with customers in terms of the relationships with them, very good in customer service. The last personality style we'll take a look at is the analyzer. These are people that are very precise and accurate in the way that they go about things. They like two decimal places. They want exactness, very logical in the way they think about things. They very much abide rules, abide the rules and standards, good problem solvers. They can be very creative, but typically these people like to work alone. They're more private and more guarded. That's why they find themselves in the extrovert category. They would just as soon sit in a cubicle or behind a closed door and work privately all day long. They're very comfortable with that. They're very loyal and supportive to the organization. They are perfectionists by nature, and so they look for process and rules to a very structured environment. Without a structured environment, these people are adrift. So the more structure, the better for them. You need to be very clear with these types of folks as to what's expected of them, what's their responsibilities. Their goal is to get it right the first time. They don't like to do things over and over. So typically these folks are not going to be good in a social setting, and they're generally not so good in terms of customer service. They work better when they are supporting the operation, people that they know, and deep relationships and that types.

wash rack

labor person

rental department

cleaning rental machines

personality profiles