Internal Metrics
Through quality assurance spot checks by the client or Gatsby management.
Category 1: Curb Presence
- On a personal smartphone while at the post
- Not at designated post
- Poor body language (while at the post or not at the post)
- Poor demeanor
- Failed the 3-second rule
- Food or drinks visible from the curb
- Poor equipment positioning
- Friend loitering at post
Category 2: Uniform
- Not in full complete uniform (See uniform policy guide)
- Poor uniform quality
- Improperly worn uniform
- Uniformity among staff not achieved
Category 3: Operations
- Vehicles not tagged in the parking lot
- Key box not fully locked
- Booth or podium not organized/tidy
- Keys not inside key box
- Guest Vehicles not parked in the designated parking area
- Employee vehicle not parked in the designated parking area
- Doors of guest vehicles not locked
External Metrics
Through complaints brought forth by guest, bystander, or employee of contract location
Category 1: Vehicle-Related
- Speeding
- Careless driving/on phone while driving
- Music playing loud
- Revving engine at idle
- Stalling vehicle
- Excessive clutch use
- Stereo/seat/headlight presets adjusted
- Vehicle dirty interior
- Vehicle dirty exterior
- Foul odor in the vehicle (cigarette or body odor)
- Passenger present inside of the guest vehicle
- Theft of item inside vehicle
- Damage to the body of the vehicle
- Damage to wear & tear vehicle part (Tires, clutches, window motors, etc)
- Vehicle will not start (headlights left on)
- Keys locked inside of the guest vehicle
Category 2: Behaviour / Environment Related
- Poor attitude / rude to the guest
- Friend loitering at post
- Smell of marijuana at post
- Profane language heard
- Unprofessional conduct while at post
Category 3: Service Procedure Related
- Excessive wait times on arrival
- Excessive wait times on departure
- Staff not at designated post
- Operations not open at the scheduled time
- Operations closed earlier then scheduled time
- Guest turned away during lot shutdown
- Keys lost/misplaced
- Not following specific SOP guideline brought forth by client