Bigger Accomplishments. Thats Ryder.

Bigger Accomplishments. Thats Ryder.
province spotlight - new brunswick, canada
contact codes in fis
proper lifting
secrets to success

ental pride.
Top 10 Performance RAM Rankings - US & Canada
news and information for ryder employees
FEATURES
03 Top 10 Performers
US and Canada
04 PRIDE Winners
May Outstanding Service
for US and Canada
05 Contact Codes
06 Province Spotlight -
New Brunswick
08 CSI and Best
Practice Winners
09 Safety - Proper
Lifting
10 Blitz Recap
11 Secrets to
Success - Mystery
Shopper
12 CSI Customer
Comment
For most of North America, we are entering into the
busiest part of the year. The summer months are some
of the most fun times in the rental business with a very
diverse group of customers ranging from catering to summer
events to fireworks. It is a great time to learn about events and
activities in our cities and enjoy all that our markets offer.
Most of all, we are having fun and learning about our
customers business and how we can help them be successful.
With 5 months behind us and a great start to the year, I want to
ask a few questions of the group.
• Are we ensuring we have a consistent green tag/red tag process at every location?
• Are the sleepers maintenance & upkeep needs continuing when we get them back at
our locations? Interiors/exteriors clean and up to date? A small short term investment
in these sleepers will pay off in the long run.
• Are we training our customers on new equipment? The equipment is more
complicated than ever and we need to help keep our customers safe and their skill set
up to date.
• Are you working with the service staff to insure fuel is accounted for on every rental
unit?
Thank you for 5 great months and thank your customers for being a part of the Ryder
family. Don’t forget to stock up on water at all the locations.
Richard Mohr
VP & Global Product Manager
Rental Operations
03
Michael
Senella
05
Johnathan
08 Pitts
Leslie-Ann
Hayes
Did you know...
06
Justin
Stephens
that That Marketing you there has are
partnered webinars on with RIDE Safety that and
updated you can watch the digital to learn displays
to about incorporate Phone Prospecting, more
cohesive Negotiations and integrated and more?
safety
Go under
messages
the Sales
for
and
our
Marketing
customers?
Portal
Please
and see
encourage
how you can
your
sharpen
customers
your
to
skills.
view all the information
that we have at each
counter.
Check it out.
Year To Date
• Illinois
• Florida South
• Florida North
07
Skip
Wiley
02
Curtis
Beardsell
01
Christeen
Johnson
04
Cole
Thornton
Adam
Aiton
10
09
Joe
Ferrara
Highest Margin
Month To Date
• North New England
• Southern Texas
• Illlinois
Top National Rental
CDM - Clint Carpenter $ 11,188,786 YTD
BDM - Shawn Davis $3,085,700 YTD
2
PRIDE, it’s a culture
Volume 06 June 2015 3
PRIDE, it’s a culture
Volume 06 June 2015

May PRIDE Awards
Recognizing Outstanding Performance
Top 10 Rental Counters – based on fleet productivity and CSI Score
318 Raleigh, NC
2630 Kalamazoo, Mi
1637 Phoenix AZ
308 Joplin, MO
2623 Grand Rapids , Mi
237 Albany, NY
732 Farmingdale, NY
392 Milwaukee, Wi
2649 Columbus, Ohio
1047 Rockford, IL
Best Practices: Contact Codes in FIS
Best Practices: Contact Codes
Ryder Truck Rental
As you probably already know, contact codes are the way that we track telemarketing calls, campaigns, and
even customer visits. Knowing the codes and how they should be used will ensure that you get credit for
your calls and visits. Let’s review contact codes and result codes and discuss how they should be used, when
As you probably they already should be know, used contact and which codes codes are you the receive way that credit we for. track telemarketing calls, campaigns, and even customer visits. Knowing
the codes and how they should be used will ensure that you get credit for your calls and visits. Let’s review contact codes and result codes
and discuss For how a full they list should of Contact be used, and Result when codes they should go to the be Best used Practices and which section codes under you RAM receive Marketing credit Tools for. on
RIDE.
Contact Codes
CODE DESCRIPTION HOW TO USE TYPE OF CODE
CREDIT
(Y or N)
Top 7 RAMs – based on overall monthly quota
BB
Book of Business
Use this code every time you contact a company in your book of
business, whether they are a current customer or a prospect.
Contact Code
Y
Christeen Johnson
Curstis Beardsell
Micheael Senella
Jonathon Pitts
Justin Stephens
Skip Wiley
BL
Local & National Blitz
Use this code for all blitzing activities, both local and national. For
example, if a customer was visited or called during a blitz
(telemarketing blitz) they should be coded BL.
Contact Code
Y
Cole Thornton
CA Customer Added Prospects
This code is automatically generated in FIS when a new customer
account is created. You do not need to use this code.
Contact Code
Y
Top 5 Rental Managers – based on care scorecard & employee productivity
Sonny Flood
Shawn Nichols
Les Sutton
Seth Kaas
Joel Fulmer
CO Cold Calls & Appointments Use this code for all “cold calls,” both via phone and in-person visits. Contact Code Y
CR
Referral Campaign
Use when a brand new rental customer is referred to Ryder. Add notes
to FIS with details.
Contact Code
Y
National Rental Managers
CDM -Eric Whiddon
based on best revenue growth % for month
BDM - Shawn Davis
based on highest % of quota obtained
NEW - Concentrix Partners
Michael Petrie
Angeleana Westmoreland
CS
CV
FU
CSI Campaign
Customer Visit
Follow Up
Use this code to follow-up with all customers after their rentals to
remind them to take our CSI survey or during future CSI contests
generated by marketing.
Use this code for in-person customer visits only. Add notes to the
customer’s account in FIS.
Use this to follow up with a customer over the phone, by email or inperson.
Be sure to make notes in FIS that you made a follow-up
call or visit.
Contact Code
Contact Code
Contact Code
Y
Y
Y
WF
White Folder Lead
Use when you call “White Folder” prospects that have been provided
by the RAM. Be sure that you are asking your RAM for these folders
every month.
Contact Code
Y
24 24 Hour Call Back
Use this code when you call customers 24 hours after a reservation
is made or 24 hours prior to their estimated pick-up time for
confirmation on the reservation.
Contact Code
Y
RZ
RedZone Enrollment
Use this for RedZone registrations only. The customer must be fully
registered to be coded RZ.
Contact Code
Y
4 PRIDE, it’s a culture
Volume 06 June 2015 5
PRIDE, it’s a culture
Volume 06 June 2015

all images from flickr.com
New Brunswick - Province Spotlight
Kim Williams, Rental Manager - New Brunswick
Saint John is a historic city and popular port of call. The Loyalist City, as it is often
referred to, is the largest in the province and the oldest in the country. The city is one of
the busiest shipping ports in Canada in terms of gross tonnage. Saint John has become
a major energy hub for the East Coast. It is the home of Canada’s biggest oil refinery and an
LNG terminal has also been constructed in the city. In addition, the public owns large oil-fired
and nuclear power plants, which are located in or near the city. Due to recent prosperity, the
retail, commercial, and residential sectors are currently experiencing a resurgence. Saint John is
arguably the most ‘Maritime’ city in New Brunswick, both in terms of its culture and traditional
industries.
Moncton is the fastest growing metropolitan area in the province and is among the top ten
fastest growing urban areas in Canada. Its economy is principally based on the transportation,
distribution, information technology, commercial, and retail sectors. Moncton has a sizable
Francophone Acadian minority population (35%) and became officially bilingual in 2002. Since
the city’s transition to bilingualism, Moncton has experienced an upsurge in French in-migration
from elsewhere in the province.
Fredericton, the capital of the province, is home to both the University of New Brunswick, and
St. Thomas University. One of Canada’s largest military bases, CFB Gagetown, is located near
suburban Oromocto; which is situated just east of Fredericton. The economy of Fredericton is
intricately tied to the governmental, military, and university sectors.
Highest tides in the world
New Brunswick is bordered on the north by Quebec’s Gaspé Peninsula and by Chaleur Bay.
The eastern boundary is formed by the Gulf of Saint Lawrence and Northumberland Strait. The
southeast corner of the province is connected to the Nova Scotia peninsula by the narrow Isthmus
of Chignecto. The south of the province is bounded by the Bay of Fundy coast, which with a
rise of 16 m (52 ft), has amongst the highest tides in the world. The US state of Maine forms the
western boundary.
River systems play a significant role in economic success
The major river systems of the province include the St. Croix River, Saint John River, Kennebecasis
River, Petitcodiac River, Magaguadavic River, Miramichi River, Nepisiguit River, and the
Restigouche River. Although smaller, the Bouctouche River, Richibucto River and Kouchibouguac
River are also important. The economy of New Brunswick are based more on the province’s river
systems than its seacoasts. Because of this, New Brunswick’s population centers tend to be less
‘centralized’ than in Prince Edward Island and Nova Scotia. Fredericton, Saint John, and Moncton
all sit on rivers that have played a significant role in their economic history.
The total land and water area of the province is 72,908 km2 (28,150 sq mi), over 80 percent of
which is forested. Agricultural lands are found mostly in the upper Saint John River Valley, with
lesser amounts of farmland in the southeast of the province.
Fastest clipper ship ever built
Throughout the mid 19th century, shipbuilding on the Bay of
Fundy shore and also on the Petitcodiac River and rivers on the
east coast became a dominant industry in New Brunswick. The
Marco Polo, the fastest clipper ship ever built, was launched from
Saint John in 1851. Resource-based industries such as logging and
farming were also important components of the New Brunswick
economy.
As the 20th century dawned, however, the province’s economy
again began to expand. Manufacturing gained strength with the
construction of textile mills, forestry sector, the sawmills that had
dotted inland sections of the province gave way to larger pulp and
paper mills. The railway industry, meanwhile, provided for growth
and prosperity in the Moncton region. Two influential families, the
Irvings and the McCains, emerged from the Depression to begin
to modernise and vertically integrate the provincial economy—
especially in the vital forestry, food processing, and energy sectors.
In the mid-1960s, forestry practices changed from the controlled
harvests of a commodity to the cultivation of the forests.
Economy
New Brunswick’s urban areas have modern, service-based
economies dominated by the health care, educational, retail, finance,
and insurance sectors. These sectors are reasonably equitably
distributed in all three principal urban centres. In addition, heavy
industry and port facilities are found in Saint John; Fredericton
is dominated by government services, universities, and the
military; and Moncton has developed as a commercial, retail,
transportation, and distribution centre with important rail and air
terminal facilities.
The rural primary economy is best known for forestry, mining,
mixed farming, and fishing.
The US is the province’s largest export market, accounting for 92%
of a foreign trade. Refined petroleum accounts for 63% of the total,
followed by seafood products, pulp, paper and sawmill products
and non-metallic minerals (chiefly potash).[18]
Forestry is important in all areas of the province but especially in
the heavily forested central regions. There are many sawmills in
the smaller towns and large pulp and paper mills.
Heavy metals, including lead and zinc, are mined in the north
around Bathurst. One of the world’s largest potash deposits is
located in Sussex; a second potash mine, costing over a billion
dollars, is in development in the Sussex region. Oil and natural gas
deposits are also being developed in the Sussex region.
The most valuable fish catches are lobster, scallops and snow crab.
The farming of Atlantic salmon in the Passamaquoddy Bay region
is an important local industry.
The largest employers in the province are the Irving group of
companies, several large multinational forest companies, the
government of New Brunswick, and the McCain Foods group of
companies.
6 PRIDE, it’s a culture
Volume 06 June 2015 7
PRIDE, it’s a culture
Volume 06 June 2015

Customer Satisfaction - CSI
Nathalie Ramirez, Marketing
On a monthly basis the Top 10 locations with the highest number of completed surveys will
receive a FREE LUNCH and Special Recognition!
Location # Location Name Completed Surveys CSI Score
207 Milwaukee WI 35 95.6
443 South Phila 34 99.1
134 Greensboro NC 32 93.5
144 Cherry Hill NJ 31 94.4
459 Scarboro Canada 30 94.6
984 Tulsa OK 28 88.6
266 Highland PK 27 99.4
1764 Racine WI 27 99.1
983 Tempe AZ 25 96.7
446 Albuquerque NM 25 96.5
Once winners are announced for each month, a date will be selected to have lunch delivered from the locations preferred restaurant.
Proper Lifting Techniques
Joe Vanleunen, Safety and Loss Prevention Manager
The consistent use of proper lifting techniques is necessary to prevent injuries. Improper lifting technique can lead to back, leg and
arm pain. Poor technique can cause both acute injury and serious chronic effects. Learning the correct way to lift can help you
avoid these exposures.
For additional information, please review Ryder Safety, Health & Security
Work Rules Procedures
Plan ahead before lifting.
Procedure 6.95 – Material Handling
Knowing what you are doing and where you are going will prevent
you from making awkward movements while holding an object.
Clear a path, if lifting something with another person, make sure
both of you agree on a plan.
Lift close to your body.
You will be a stronger and more stable lifter if the object is held
closer to your body rather than further. Make sure you have a firm
hold on the object you are lifting. Keep the object balanced and
close to your body.
Feet shoulder width apart.
A solid base of support is important while lifting. Placing your
feet too close together will be unstable, too far apart will hinder
movement. Keep the feet about shoulder width apart and take short
steps.
And the winners of the May Best Practice Contest are:
Marketing
Reports on RIDE
Congratulations. They will receive an Amazon gift card.
Mariann Larsen
Joshua Streblow
Scott Kroening
Salim Walji
Japhet Martinez
Julie Roberson
Scott Butler
Derek Jimenez
Kevin Malec
Angela Pinard
Bend your knees and keep your back straight.
Practice the lifting motion before you lift the object, and think about
your motion before you lift. Focus on keeping you spine straight--
raise and lower to the ground by bending your knees.
Tighten your stomach muscles.
Tightening your abdominal muscles will stabilize your back in a
good lifting position and help prevent excessive force on the spine.
Lift with your legs.
Your leg muscles are much stronger than your back muscles--let
your strength work in your favor. Again, lower to the ground by
bending your knees, not your back. Keeping your eyes focused
upwards helps to keep your back straight.
If you’re straining, get help.
If an object is too heavy, or awkward in shape, make sure you have
someone around who can help you lift.
8 PRIDE, it’s a culture
Volume 06 June 2015 9
PRIDE, it’s a culture
Volume 06 June 2015

2015 Blitz Recap
Mystery Shopper – Secrets to Success
Brad Klick, Field Asset Manager - Central Region
The Blitz Recap Form is ready on RIDE. We still have some BU’s that are not sharing their success.
Please make sure that you go on RIDE and fill out your blitz activity each month.
RAM’s must have their recap entered by the 25th day of the month
RIDE —Rental Folder —RAM Tool Box —Rental Blitz Recap – new
The Blitz Recap Summary, seen below is also now available on RIDE
Total Number Number Lease Number NR Number Rental Number UVS Sum of 2015 New
Regions
Participants of Calls Leads
Leads Leads
Leads Revenue Customers
Canada 31 168 10 9 39 3 281,800.97 560
Local Blitz 12 77 4 0 18 1 0.00 0
National Blitz 19 91 6 9 21 2 281,800.97 560
Central 287 2,739 146 48 554 68 2,341,839.64 3,508
Local Blitz 167 1,645 103 23 324 40 680,856.71 989
National Blitz 41 369 6 8 41 4 0.00 0
Night Blitz 79 725 37 17 189 24 1,660,982.93 2,519
Northeast 101 1,293 45 12 116 5 2,089,454.25 3,112
Local Blitz 94 1,145 42 12 105 5 2,089,454.25 3,112
Night Blitz 7 148 3 0 11 0 0.00 0
Southeast 212 2,220 165 72 436 33 3,294,038.81 5,442
Local Blitz 151 1,551 93 36 213 11 2,590,040.14 4,128
National Blitz 35 246 31 19 63 2 0.00 0
Night Blitz 26 423 41 17 160 20 703,998.67 1,314
West 91 1,177 82 41 251 12 4,868,556.80 5,784
Local Blitz 47 436 33 18 80 7 4,014,341.41 3,847
National Blitz 25 438 6 11 40 2 0.00 0
Night Blitz 19 303 43 12 131 3 854,215.39 1,937
Grand Total 722 7,597 448 182 1,396 121 12,875,690.47 18,406
How many times this past month have you received
legendary customer service? What made it legendary?
Does giving a low price on a good or service equal
legendary? I don’t think so. When I think of legendary customer
service it’s more than just a great price. It’s a salesperson who found
out what my needs were, found out through questions what I was
doing currently and why I wanted to make a change, then offered
me multiple options that met my needs at a fair (not cheapest) cost.
The salesperson became a consultant and trusted advisor. How
many trusted advisors do you have in your life? Does someone else
manage your children’s college fund? Does someone else manage
your taxes annually? Are they salespeople or advisors? Ryder
Vehicle Sales has joined Rental in moving our salesforce away from
order takers to trusted advisors, delivering legendary customer
service with every inbound call.
We are in the beginning stages of this process. However we are
improving every month. How?...
• We thank the customer in our greeting and before we let them
off the phone. We get all their information including email
address.
• We assure them if the truck they are looking at is sold, we will
find them something comparable.
• We ask them about their business before making any
assumptions as to what type of vehicle will best meet their
needs.
• We differentiate Ryder by mentioning any Used Truck Center
can choose from a nationwide inventory or that we can provide
them all the maintenance records from cradle to grave.
• We offer to help them finance and give them piece of mind
with a warranty.
• We go from order takers to advisors. We go from selling a
truck, to helping the cusomer achieve their busines objectives.
We go from ordinary to legendary.
Perfect Score - Top Phone Performers
Alondre Wheeler
Amanda Setchel
Amy Bennett
Andrew Tinsley
Angela Shaw
Angie Stout
A. Perolloto
Bart Mccoy
Bilal Syed
Bonnie
Hutchinson
Brandon Purciel
B. Caldemeyer
C. Hernlund
Catharine Nelson
Cheryl Boesel
Cheryl Davis
Chris Boyer
Chris Hisamoto
Chris Jastak
Chris Mahoney
Chris Robinson
Cindy Cooper
Clifford Cosbert
Cody Prenchio
Cody Rose
Collin Dean
Corey Siegrist
Courtney Kristie
Crystal Ledford
D. Oflaherty
Danielle Ashcraft
Danny Comando
Dave Baker
Deanna Sanner
Derek Jimenez
Diane Jones
Diane Walls
Elana Good
Erik Howe
Fred Demayo
Giles Langford
Gino Bagnuolo
Glen Gherardini
Greg Evans
Greg Johnson
Heather Jenkins
Howell Reid
Jake Buell
Janis Costa
Jason Barco
Jason Pinkerton
Jay Ortiz
Jed Mcdermott
Jesse Barth
Jessica Udell
Jessica Vona
John Hisamoto
John Romelus
Jonathan Joyce
Joseph Duelo
Joseph Gallick
Julie Roberson
K. Wojkiewicz
Kelly Avallone
Ken Nesmith
Kevin Malec
Kieran Flaherty
Kim Hurlburt
Kirk Ellis
Kirk Fletcher
Kurt Knapp
Laura Snyder
Lisa Boxx
Lisa Unverzagt
Lois Kapp
Maggie Webber
Mark Butler
M. Kirchner
Mary Hepper
Matt Brookins
Matthew Powell
Melissa Gricco
Melissa Schmitz
Michael Bean
Michael Hickey
Michael May
Michelle Aponte
Nate Reed
Nicole Jorge
Pamela Nally
Rachel Martinez
Ramon Santiago
Rebecca Hudson
Reginald Taylor
Rhona Rillo
Richard Delisle Terri Rawlings
Rick Solari Thomas Luke
Robert La Cruz Tiffany Aday
Ryan Butcher Tifney Aday
Ryan Duda Tim Moore
Ryan Stavell Tim _T_Deubel
Samuel Fuegos Ymile Ross
Sara Walker Zach Hayes
Scott Maynard Zachary Tuttle
Sean Daigle Zack Hays
Sharunda Sumlin
S. Stoutenburg
Shiela White
Steve Mcgee
Steve Mills
Steve Santacruz
CSI Lunch Winners
Location 134 Greensboro NC was one of the TOP
10 most completed CSI location in March, April
and May. They just had their lunch with the
team (photo attached) for their May lunch. YTD
they’ve had 148 surveys completed where 39 of
those from the month of May. I’m sure they will
be in the Top 10 for June as well .
Send in your pictures for bragging rights.
Steven Blake, Tate Barnes, Jeff Powell, Brian Kiefer, Robert Sherrill, Ron Anderson
(standing), Brandon Covington, Lee McFarland, Arthur Meadows, Curtis Williams
10 PRIDE, it’s a culture
Volume 06 June 2015 11
PRIDE, it’s a culture
Volume 06 June 2015

Rental CSI Comments From Our Customers
Tim & Sara @ your
East Syracuse are
exceptional !! They
go above & beyond
to make customer
satisfaction, thank
you for excellent
customer service.
Special mention about
Robert Hennings and Ian
Griffin, you are lucky to
have these guys working
for Ryder. They are good
for business!
Always a pleasure doing business with Mel at Cedar
Falls. She knows her stuff and knows what I need and
when I need it. Always follows up.
Bruce & Steven were fantastic as usual. Going
the extra mile to track down the specific truck
needed, confirming it would be ready upon
arrival & checking me in and out quickly. I
look forward to interacting with them. My
only concern is when these guys get promoted
who is going to take their place.
Greg Evans was great! During our busiest time of the year it can get
pretty crazy and I have to admit I might be a little scatterbrained.
Greg made my day go easier by getting all of the ducks in a row so it
didn’t become an additional burden on me. Thanks!!
Yogi, Joe and Scott are very helpful and go the
extra mile to get rentals ready and find vehicles
even on short notice.
Candy Tyson does a great job!
Haakim has handled
our rentals. Very
professional and always
go out of his way to
accommodate our
business needs.
Vanessa and Rhona
are super duper!
Very reliable and I
trust them with my
business!
Farshaf
is
great!
Marketing Corner
It’s Hot out there! Offer Customers a Cool Drink.
For the past few years, we have been giving water to our customers during the summer months. Locations now have
small refrigerators exclusively for the purpose of keeping the water cold for our customers. Please make sure that we are
offering our customers a cold bottle of water when they come rent with us.
Recently, we have noticed that in some locations, the refrigerators are being used to store lunches and other items. Please
make sure that we are using these refrigerators for the water bottles only. They should be stocked with water and each
bottle should have our sticker on it. The “Compliments of Ryder “stickers can be ordered through BuySmart. Please
contact your Field Marketing Analyst if you have questions or need assistance.
12 PRIDE, it’s a culture Volume 06 June 2015