Leadership Styles at U-Haul Sales & Reservations and Implications on Job Satisfaction & Performance

MGMT 591: Leadership and Organizational Behavior

12/14/2013

Introduction

The organization chosen to be the topic of discussion is U-Haul international, located in Phoenix, Arizona. U-Haul is the largest DIY commercial moving truck rental company in the U.S.A and Canada. They rent and lease moving trucks, trailers, vans, pickup trucks, and storage facilities. U-Haul International is the headquarters for all the workings of U-Haul worldwide. The two 12 story towers reside in downtown Phoenix, AZ, where everything is handled from the executive level down to, marketing, sales and reservations, truck locations, the graphics department, accounting, and many other departments as well. When someone is looking to rent a U-Haul they call 1-800-Go-UHaul and reach the Sales and Reservations department. This department is the focus of my project paper. The Sales & Reservations department can employ up to 200 reservation representatives that quote moving cost and rent trucks and trailers to customers across USA and Canada. U-Haul International alone is worth $1.5 billion dollars. The Sales and Reservations department pays a minimum wage base salary and commission based on the number of moving equipment rented over the specified quota for your work hours. Some reps have made up to $3000 in commission alone in a month. Calls are monitored for accuracy, and your bonus/commission check can be forfeited if your call falls below a particular standard. The Sales & Reservations department is divided among different teams that have Team Managers/Team Leaders that are responsible for the well-being and success of their team members. The better the team members do with renting moving equipment, the better the Team Manager’s commission as well.

Problem Statement