Policy and Expectations

This is an additional list of Policies, Procedures and Minimum Expectations. There are also Policies in the Employee hand book Click Here to review that.

Policy Types

There are two types of policies used at Big O tires

Three Strikes Policy:

The first violation:

· Employee will receive a verbal or written warning.

· This will be recorded by the manager on the employee website.

· There may be a suspension involved if the violation needs investigated. Suspension is unpaid

Second Violation;

· Employee will receive a written warning and Suspension.

· The length of suspension will depend on the violation or may depend on an investigation. Suspension is unpaid.

Final Violation:

· Employee will be terminated.

· There may be an initial investigation and during this time the employee will be on Unpaid suspension

Zero Tolerance Policy:

Failure to comply with a Zero Tolerance Policy will result in Immediate Termination. On occasion there may be an unpaid suspension if the situation calls for more information on an investigation.

Probationary Period

All new hires of Big O Tires are subject to 90-day probationary period, being late or calling off for any reason during this probationary period may have disciplinary actions of up to 5 days suspension without pay or termination. If there are upcoming dates where you may need a full or partial day off, it must be approved by the store manager prior to your first day of employment.

Safety Glasses

SAFETY GLASSES WILL BE ISSUED WHEN YOU START WORKING. YOU MUST WEAR YOUR SAFETY GLASSES ANY TIME YOU ARE IN THE SHOP AREA. YOU MAY ELECT TO PURCHASE YOUR OWN SAFEY GLASSES IF YOU CHOOSE. IF YOU NEED OTHER PPE SUCH AS FACE SHIELDS OR SIDE SHIELDS PLEASE CONTACT YOUR MANAGER

Safety

Pulling Tires

· Associate who are allowed to pull tires, Manager, Sales Staff and Speed Lane Captain Must use the ladder located in the show room.

· Associate are not allowed to climb the rack system to retrieve tires.

· Associates will make sure the area below the ladder is not occupied by anyone else.

· Associate will climb the ladder facing forward on the ladder.

· Associate will not climb any higher than needed to safely remove the tire from the rack. Associate should not need to reach more than 12 inches above the head to retrieve the tire.

· Gently drop the tire on the floor away from the opening to the customer waiting area. If you have to drop the tires toward the waiting area make sure you have a helper in the waiting area and not below the ladder to stop a rolling tire so it does not roll into the waiting area.

Sitting on the Floor

· Associates should not sit on the floor while installing tires. If an associate needs to sit on the floor to install a tire, associate will need to keep their legs out from under the tire. The correct way to install a tire is to kneel next to the tire and lift the tire onto the vehicles hub. If the tire is too large to do this, ask for assistance from your team.

Pulling in/out a vehicle.

· Associates will pull all vehicles in or out using a two person system.

· The driver will pull in/out the vehicle and make sure they can always see the person guiding them.

· The person guiding will watch out for other cars, lift position, jacks, mirrors, open doors and other obstacles that can be in the way of the vehicle when pulling in/out. The guide may halt the driver from proceeding if it is nessessary.

· The person guiding will be towards the rear of the car when the driver is backing out and in towards the front of the car when pulling in.

· Driver will beep the horn 2 times when backing the car out of the garage. This is to notify others that they are about to reverse out of the garage

Lifts:

Everyone who operates a lift will need to take the (Bats) automotive and tire training. for further lift specific safety and education please read the LIFT RIGHT material located under employee resources page.

Tire Machine

All associate will watch the Read, Respect, Mount (R.I.M) Training video Click here.

Remember R.I.M. Three Simple Steps To Help Keep Shops Safe R.I.M. is a training program developed by Hennessy Industries to help keep tire technicians safe. By following the basic principles of R.I.M., technicians can avoid situations that can cause catastrophic accidents like tire explosions.

· R.I.M. stands for read, inspect, and mount:

· Read the tire size on a new tire before mounting to make sure it is the proper size for the wheel.

· Inspect the wheel for cracks, rust, and or other damage that could cause an unsafe situation.

· Mount the tire safely, making sure not to put any part of your body over the tire during inflation.

· The most serious of possible accidents is a tire explosion. This is often caused by a tire/rim mismatch.

· If a tire explodes on a tire changer, pressure causes it to fly straight up at tremendous speed. If a technician is standing over the tire, he can be seriously injured or killed.

R.I.M. Video

Clocking In and Out

It is your responsibility to accurately clock in when your shift starts and clock out when it ends. if you forget to clock in or out you must notify your manager. Failure to notify your manager may result in lost time. the manager will review your time weekly and try to adjust for time you may have missed however, he may not always remember when you came in or left work. please review your time often

Attendance

Employees are required to come to work when they are scheduled and plan to work your entire shift. Failure to do so may lead to disciplinary actions. You may request special time of in advance. Please give 2 weeks notice to schedule time off. Everyone can schedule time off on the companies schedule app. currently we are using ZipSchedules. Please ask your manager how to access and use the app. Associates need to work a minimum of 36 hours in order to receive any commissions.

Apple App

Google Android App

Calling Off

Employees will need to call the store when calling off of work and speak to their supervisor. You should call off as soon as you know that you will not be able to work your shift. In the event that no one answers the phone you must leave a message then call during hours to talk with your supervisor. Texting or calling the managers cell phone are not acceptable. You Must call the store phone number. If you do not contact your supervisor Big O Tires considers this action a no call, no show and you may be terminated.

Pueblo North 719-546-9820

Pueblo South 719-546-1559

Trinidad 719-846-0800

Tardiness

Employees will be required to call the store when they are going to be late for their shift. Late is defined as any time after the start of the employees shift. One minute late is late. We use the company computer time as the correct time. you must me clocked in prior to your shift to be counted as on time. Simply being on the company property for the start of your shift will not count as on time. "YOU MUST BE CLOCKED IN AT OR BEFORE YOUR SHIFT"

Minimum Expectations and Acceptable Performance Standards for Sales Associates

The Following are considered the Acceptable Performance Standards for all sales associates employed by Big O Tires of Southern Colorado.

As a Sales Associate, you will be held accountable for the following minimum standards.

· Policies:

o Follow the policies and procedures for Big O Tires and will review regularly when new policies are introduced.

o Always be on time and ready to work.

o Attend and be on-time for all sales and company meetings.

o Will not exceed the allowed 48 hours of sick leave in a calendar year.

o Maintain professional behavior when wearing any Big O Tires uniform or representing Big O Tires in any fashion either during work or outside of work hours.

· Sales:

o Sales dollars per car will be greater than $265 per car in any given week.

o Service dollars per car will be greater than $75 per car in any given week

o Alignments percentage will be greater than 19% of your total car count in any given week.

o Maintain a customer emails capture greater than 60%.

· Customers:

o Keep your customer informed with everything that is on an inspection, if you are in doubt of the accuracy of the inspection you should follow up with the technician who completed the inspection.

o Advise your customers on regular preventive maintenance that their vehicle may need at time of service and what will be needed at a future visit.

o Keep your customers informed on the progress of their vehicle on a regular basis.

o Maintain an honest relationship with your customer, managers and team members.

o Maintain a positive customer satisfaction score. Each customer complaint will be reviewed. No more than 3 complaints directly associated with one salesperson in any given 60-day period.

· Cleanliness:

o Maintain a clean environment including showroom, waiting room, bathroom, behind your desk and storage areas. These areas will need to score a 80% or better in the cleanliness and organization assessment in order to be considered a passing score.

o Maintain a clean, professional appearance and behavior. Clean and pressed uniforms, no perfume or cologne, Hair combed, etc.

These are considered the minimally Acceptable Performance Standards for all sales associates at Big O Tires of Southern Colorado. Evaluation of your performance relative to the production standard will take into account any time period during which you were on vacation, on medical leave, or off work for another authorized reason.

These minimum standard may change at any time

The failure of a Sales Associate to comply with and satisfy the above Acceptable Performance Standards may result in discipline, up to and including termination.

Minimum Expectations and Acceptable Performance Standards for Technicians

The Following are considered the Acceptable Performance Standards for all technicians employed by Big O Tires of Southern Colorado. As a technician employed by Big O Tires of Southern Colorado, you will be held accountable for the following minimum standards.

· Policies:

o Follow all policies and procedures for Big O Tires and review any new policies that are introduced.

o Always be on time and ready to work.

o Be prepared and ready for work when clocked in

o Be on time and attend all shop and company meetings.

o Will not exceed the allowed 48 hours of sick leave in a calendar year.

o Maintain professional behavior when wearing any Big O Tires uniform or representing Big O Tires in any fashion either during work or outside work hours.

o Will work as a team and maintain communication.

o Complete any orientation and training required by Big O Tires

· Procedures:

o Maintain an 85% Inspection rate. Every vehicle that has a work order will have a complete, in detail, vehicle inspection.

o Technicians will stay on task from beginning to end. Technicians, in most cases, are to work as a team from start to finish on all vehicles.

o Properly dress vehicles prior to moving them into the shop. Dressing includes adding seat covers, floor mats, and steering wheel cover in every vehicle, once you are complete with the vehicle the dressings should be properly removed and disposed of as well as fingerprints, grease and oil cleaned from the vehicle.

o Properly Install, computer balance and torque wheels according to Big O Tires of Southern Colorado’s standards within the first 30 days of employment.

o Properly be able to complete an alignment check with competence and on a regular basis after 60 days of employment

o After 60 days of employment, technicians will be able to properly dismount, mount and computer balance 4 new tires in 30 minutes or less, including TPMS kit replacement.

o Properly be able to perform oil changes with competence on a regular basis after 90 days of employment.

· Customers:

o Maintain an honest relationship with your customers, managers and fellow team members.

o When working with a customer. A sales team member or manager should be present for any recommendations including inspections.

o Maintain a positive customer satisfaction score. Each customer complaint will be reviewed. No more than 3 complaints directly related to one team member in any given 60-day period

· Cleanliness:

o Maintain an 80% or higher score on the Cleanliness and Organization Assessment for their area of the shop including oil bays, service bays, storage areas, tire bays, restrooms, waist and recycle areas and other areas defined by management.

o Maintain a clean, professional appearance and behavior. Clean approved uniforms, groomed hair, no perfume or cologne.

These are considered the Acceptable Standards for all Technicians employed by Big O Tires of Southern Colorado. Evaluation of your performance relative to the production standard will be considered any period during which you were on vacation, on medical leave, or off work for another reason.

The failure of a Technician to comply with and satisfy the above Acceptable Standards may result in discipline, up to and including termination.

Theft

Theft of Company Property, Company discounts, Employee property or anything else that causes Big O Tires or its eployees monitary damages may be considered theft and will not be tolerated.

Employee Discounts

Employees of Big O Tires may receive discounted pricing as determined by managment. Employee must be in good standing to receive any employee discount.

Vehicle Inspection Policy

THIS POLICY IS A 3 STRIKES POLICY. FAILURE TO FOLLOW THIS POLICY WILL RESULT IN 1ST OFFENSE: VERBAL OR WRITTEN WARNING. 2ND OFFENSE: WRITTEN WARNING AND SUSPENSION AND FINAL OFFENSE: TERMINATION.

Big O Tire customers have come to expect this service and is part of the reason they continue to bring their vehicle to us.

· Every employee will participate in the Big O Tire vehicle inspection program. Each and every vehicle will be inspected.

· Each work order will be accompanied by an approved inspection form.

· The only time a vehicle inspection form is not required is when there is written notice on the work order, when the vehicle is not receiving service (trailer, atv, etc.) or when notified by sales associate or manager that the customer did not want an inspection performed.

· The inspection process should take 5-8 minutes and will start prior to work being started and be given to the sales associate or designated person as soon as it is completed.

· Each inspection form will be initialed in the “inspected by” field. If needed the inspection may need to be discussed to ensure that the information on the form is understood and can be explained to the customer.

· Sales associates should visit the vehicle and ensure they understand the severity of work required and sign off on the inspection that it has been reviewed.

· Sales associates will work with the customer and provide an accurate and complete proposal or estimate for each inspection.

It is every employee's responsibility and job to ensure that a complete and accurate vehicle inspection is performed for each car that is serviced at Big O Tires.

Failure to accurately complete a vehicle inspection on a vehicle will result in disciplinary action listed above

Double Torque Policy

THIS POLICY IS A ZERO TOLERANCE POLICY AND FAILURE TO FOLLOW IT WILL RESULT IN TEMINATION OF EMPLOYMENT!

EFECTIVE 02/06/2020

All wheels, lug nuts, and drain plugs will be secured to the vehicle by a 2-person torque system according to the vehicle manufacture recommended specifications. This means that 2 people are responsible for the correct installation of vital parts on the vehicle.

Wheel Torque Specifications are located on the Torque chart located in the shop.

Cleaning of wheels and Hub:

Before any wheel is installed back onto a vehicle an associate will use a wire brush to clean both the backside of the wheels where it rests against the hub and on the hub. On trucks with duel rear wheels a wire brush will clean both sides of the center disc on the inside wheels. If the wheel is aluminum, then a cloth will be used to clean the outside area of the center disc

Pre-Torque with Torque Extension:

All wheels install by an associate will be secured and centered on the hub by an impact gun with a 65 lbs. torque extension. This is usually a yellow torque extension, but color may vary.

Lower Slightly (Trailer and DRW):

For Trailer or Dual Rear Wheel (DRW). you will lower the vehicle until the tires are slightly off the ground and place a block or wheel chock under one side of the tire and torque the wheel to specification and in the order shown below.

First Torque - Lower Partial Weight:

Next lower the vehicle with only enough weight on the vehicle to torque the wheels to the recommended specification without the tires rotating. Torque wheel in the correct pattern for the number of lug nuts the car has. See Figure 1.

Lower Full Weight:

Lower the vehicle so the full weight of the vehicle is on the ground.

Second Tech Second Torque:

After the vehicle has been lowered, with full weight, a second tech will torque the vehicle in a circle pattern starting from the lug nut closest to the top position and either clockwise or counterclockwise.

If the second tech finds a loose lug nut then the vehicle must be lifted from the ground, lug nuts loosened, and the torque procedure starts over for that wheel starting with the 65lbs. torque extension.

Drain Plugs:

When changing oil, after the train plug is tightened, The tech will have another tech check the tightness of the drain plug as well as the oil filter when the vehicle is in the air. Then when the car has been filled with oil the technician will check the oil level and look for leaks. at that time a second tech will be called over and will also check the oil level and look for leaks. Both technicians will initial the work order on the appropriate line

Sign Off:

After the vehicle has been torqued by the second person, each associate will sign off on the work order with their initials. Then the vehicle can be removed from the shop.

**Should there be an installed wheel left loose by any associate and it leaves the bay, this will be grounds for immediate termination of the associate in charge of torqueing along with the associate responsible for the second torque.

**Damages caused by a loose wheel will be deducted from your check whether you are first person or second person

*** If you do not understand how to torque or double torque according to the above policy please ask your manager for clarification

Uniform Policy

THIS POLICY IS A 3 STRIKES POLICY. FAILURE TO FOLLOW THIS POLICY WILL RESULT IN 1ST OFFENSE: VERBAL OR WRITTEN WARNING. 2ND OFFENSE: WRITTEN WARNING AND SUSPENSION AND FINAL OFFENSE: TERMINATION.

EFECTIVE 01/01/2021

For all positions the Uniform Policy will be as follows

As a representative of BIG O TIRES, the Employee's general appearance and professional conduct are very important. High standards of appearance and conduct help build the image of the Company and the customers confidence.

All Technician’s uniforms will be provided by Big O Tires and the company they choose after 90 days of employment.

Employees will be responsible for uniforms. If uniforms are lost or damaged it will be the responsibility of the employee to pay for lost or damaged uniforms.

If you leave the company or are asked to leave the company you must return all of your uniforms prior to receiving your last check. If you are unable to provide your uniforms the cost of replacing the uniforms will come out of your last check.

Employees that have worked here less than 90 days will be required to wear a black shirt and black pants. This will be required after 2 weeks of employment.

Technician’s may wear a Big O Tires approved hat or a beany while working in the shop as long as it is in good shape. Big O Tires will supply the first hat. Technician’s can purchase hats from the shop. You may be ask not to wear your current hat if it is poor shape and needs to be replaced. Manager may determine that hats may not be worn at anytime.

Technicians with at least 90 days of employment will be provided at least 1 jacket when the season requires it. You may wear another jacket but it must be worn under the Big O approved jacket. Examples. If you want to wear a hoodie it must be under your Big O Approved jacket.

Only approved work boots or athletic shoes will be allowed in the shop. footwear will be worn under the pant leg.

Sales Associates will wear either solid black polos or black and red polos, these will be provided by Big O Tires. Polos must be worn during work hours when on the sales floor. The only exception is special polos that have been earned as awards. For example, $25k in weekly sales may be awarded a different color shirt. These different color polos may be worn on Fridays only. Only Polos approved by the management may be worn. Associates may purchase new polos as needed from their manager.

Associate will be provided a Big O Tires approved Jacket to wear in the winter months. Associates will be required to keep jacket clean and wrinkle free. Only approved jackets should be worn on the sales floor. No Hoodies or non-approve jackets will be worn on the sales floor.

Sales Associate will provide their own Black pants to be worn while on the sales floor. Black pants will need to be Dickies style, no denim allowed.

If the sales associate wished to wear a long sleeve black shirt under their approved polo, that will be acceptable.

Hats are not allowed for sales associates that are scheduled on the sales floor unless during a limited time promotion or approved by management.

Sales associates should wear comfortable shoes that are mostly to all black.

Shoes other than black are not acceptable except for snow boots or boots used when it snows outside

Employees can elect to wear shorts during the summer months. The shorts will need to be black Dickies style. No denim allowed. The employee’s will be required to purchase their own shorts. Shorts will extend 2 inches below the finger tips of the employee when their arms are naturally by their side

Employees will be required to report to work with clean and unwrinkled uniforms. If this is not done a supervisor may require an employee to go home and change at their expense.

Employees must have good personal hygiene. Customers and other Employees should not be subjected to offensive body odor, breath, dirty fingernails or dirty hair.

Employee's voluntary grooming choices must not be distracting, repulsive, or frightening to customers or other employees. Multi-colored, unnaturally died, spiked or mohawk hairstyles, excessive make-up, excessive jewelry and heavy perfumes are examples of grooming choices that could violate this policy.

All Shirts must be worn tucked into their pants.

Employee parking:

Pueblo North (Eagleridge Blvd)

o Next to Burger Kings Drive through or Sam’s Clubs lot

o No parking in Big O Tires lot, Burger King’s lot, in front of their building or in subways lot.

Pueblo South (Pueblo Blvd)

o Park on the southwest parking spots directly behind the building

Trinidad

o Park on the southeast corner of the lot near the pole sign

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