Unlocking Excellence: Understanding Fleet's Wall of Fame

We are excited to introduce you to the revamped Fleet Dealer Wall of Fame, a platform designed to celebrate and recognize your outstanding performance and proficiency in managing Generac Fleet and Connectivity services. We believe in transparency and want you to clearly understand how your rankings are determined, what they represent, and what it takes to reach Platinum, the highest level of achievement.

What the Wall of Fame Represents

The Fleet Dealer Wall of Fame reflects your dedication and expertise in delivering top-notch connected service to your customers. It acknowledges your ability to excel across various key performance metrics, all of which are essential for success in the evolving landscape of Fleet and Connectivity.

Metrics That Matter

The Wall of Fame has been updated to include additional metrics that contribute to your overall score, ensuring your performance in every area is recognized. Below is the new comprehensive set of metrics:

Fleet Enrollment Rate (%):

Definition: This measures your ability to enroll the generators you’ve connected into the Fleet program and demonstrates your commitment to customer satisfaction and the long-term success of their equipment.

Why it Matters: The more customers you have in your Fleet, the more visibility you have into their generators. This allows you to work proactively, fixing problems before customers call and streamlining maintenance schedules saving you time, reducing costs, and strengthening customer relationships.

Formula: # of generators enrolled in Fleet / # of connected generators

Weight: 10

Improvement Tip: Encourage customers to enroll in Fleet during installation or service visits. Highlight the benefits of proactive monitoring, faster issue resolution, and convenience for ongoing maintenance.

Connection Rate (%):

Definition: This measures your success in connecting Generac generators via a Wi-Fi or cellular connection, ensuring customers are ready to be added to Fleet and Mobile Link.

Why it Matters: Connection is the most crucial part of owning a Generac generator. As a dealer, prioritizing customer connection during site visits ensures they can fully use the Mobile Link app, and more importantly, be added to Fleet. By taking this extra step, you prevent customer frustration, strengthen their trust, and create opportunities for additional revenue through Fleet enrollment and proactive service.

Formula: # of connected activated generators / # of activated generators

Weight: 9

Improvement Tip: Always attempt generator connection during installation or service visits. Verify Wi-Fi or cellular signal strength, troubleshoot issues on-site, and educate customers on the benefits of staying connected to Mobile Link and Fleet.

Fleet Customer Retention Rate (%):

Definition: This measures how many customers remain in your Fleet and renew their subscriptions, ultimately reflecting your ability to build lasting customer relationships.

Why it Matters: Keeping customers in your Fleet for the full lifetime of their Generac generator is vital. Retained customers provide recurring subscription revenue, allow you to deliver proactive service, and create opportunities for long-term parts, maintenance, and upgrade sales.

Formula: # of subscriptions retained / total # of opportunities to retain a subscription

Weight: 8

Improvement Tip: Monitor upcoming subscription renewals and reach out to customers before they expire. Address any issues they may have, highlight the ongoing benefits of Fleet, and offer support or incentives to encourage them to stay enrolled.

Service Opportunities Engagement (%):

Description: Measures proficiency in accepting leads ensuring that customers who are seeking the support of a dealer are taken care of promptly and effectively. This metric represents your commitment to providing exceptional service and supporting new service leads through Fleet.

Why it Matters: Strong engagement with service opportunities means more satisfied customers, higher conversion into Fleet subscriptions, and long-term service revenue. Missed or poorly handled opportunities can result in a low perceived value and mistrust of both Generac and Dealer business solutions.

Formula: # of completed service opportunities / total # of service opportunities

Weight: 4

Improvement Tip: Focus on closing each service opportunity within the assigned timeframe. Track your follow-ups, prioritize leads that are time-sensitive, and highlight Fleet benefits to customers while resolving their issues efficiently.

Fleet Cellular Enrollment Rate (%):

Description: Measures how effectively your dealership drives cellular adoption for remote monitoring and management. Strong adoption rates demonstrate customer trust in your recommendations and ensure generators stay reliably connected.

Why it Matters: Cellular connections are the most reliable way to monitor and service generators, especially when Wi-Fi is weak or unavailable. Higher adoption rates reduce customer frustration and save your dealership time and money by cutting down on troubleshooting calls and unnecessary truck rollouts.

Formula: # of active generator cellular subscriptions / total # of active generator subscriptions

Note – This metric only applies to generators that do not include a factory-installed G3 device.

Weight: 2

Improvement Tip: During sales or service visits, explain the reliability benefits of cellular connections. Offer to set up the cellular connection immediately and include it as part of installation or maintenance to increase adoption rates.

Fleet Propane Tank Attachment Rate (%):

Description: Measures how effectively your dealership attaches propane tank monitors for LP customers. A higher attachment rate reflects your commitment to maximizing customer uptime through proactive fuel monitoring and added value.

Why it Matters: Attaching propane tank monitors ensure that customers never run out of fuel unexpectedly, improving uptime and satisfaction. Proactive fuel monitoring reduces service calls and reinforces your dealership’s reputation for reliability and support.

Formula: Active LP subscriptions with fuel monitor attached / total # of active LP subscriptions

Weight: 2

Improvement Tip: Encourage installation of propane tank monitors during service or installation visits and explain how fuel monitoring helps prevent outages and ensures uninterrupted generator operation.

How Your Dealer Score is Calculated

Your dealer score is determined through a weighted assessment of these key performance metrics over one year (January 1 - December 15). A weighted sum of the metrics is calculated to create a singular dealer score. The dealer scores are then normalized to range on a scale of 0-100. This score is then used to calculate the final dealer rating.

The weighted system ensures a fair evaluation, with more significant emphasis on certain metrics, as we aim to recognize well-rounded excellence.

Dealer Score Ratings:

• Bronze: Must achieve a combined proficiency score of at least 50% to earn Bronze recognition.
• Silver: Score 60-79% to reach Silver status, showing your commitment to excellence.
• Gold: Reach an even higher score of 80-89% to attain Gold status, a symbol of exceptional performance.
• Platinum: The pinnacle of achievement, reserved for those who excel in all areas, achieving a score of 90% or more.

Achieving Platinum status is a significant accomplishment, and it reflects your dedication to delivering exceptional service across the board!

A dealer score rating of 49% or less results in no rating. Any score of 50% or higher will fall within a rating category (Bronze, Silver, Gold, or Platinum).

Commitment to Excellence

We believe that this revised Wall of Fame truly reflects your commitment to excellence and will inspire you to continually improve and provide the best service to your customers. Thank you for your dedication and hard work in making Generac Fleet and Connectivity services a success. We look forward to seeing you reach new heights of service to your customers and on the Wall of Fame!