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Tech Quality Accountability Guide

First complaint

  • Let’s identify if we did a good job setting expectations with the right tools for success
    • We might need to take blame for poor training
  • Review the issue
  • Example
    • Flooring was left sticky, dirt still on the floor, and customers saw streaks.
  • See what the response is
  • Ask if they know how to clean a floor properly and walk you through the steps
  • Give them advice
    • Do you clean your vacuum daily?
    • Is it functioning properly?
  • Give them an action plan with a deadline (use tech resources)
    • Example: Watch flooring videos and take test on it by tomorrow EOD
  • Ask what you can do for them (make sure to follow up!)
  • Document these items in ScoreCard

Second Complaint (In 90 days)

  • Let’s identify if we did a good job setting expectations with the right tools for success
    • We might need to take blame for poor training
  • Review the issue
  • Follow same steps as above
  • Also have them tell you why they think they are receiving complaints and what they think will help them.
  • Have them make an action plan and let them know we are her to help them but it’s up to them now to tell us what they need as we did provide all necessary training and tools but maybe we still missed something
  • Let them know we are here for them but we cannot receive another complaint in the next 90 days or we will have to take further action
  • Give deadline
  • Document
  • Have them house checked

Third Complaint (In 90 days)

  • Same initial steps as above
  • Write up employee as the third strike
  • Have them retrain
  • Next complaint in the next 90 days will be a termination or suspension depending on the situation
  • Have them house checked again
    • They will have to pass the house check or need to be let go

 

 

QUALITY CONTROLS IN PERSON

Here are the things you will need to get your QC program up and running:

  • Set your schedule. If you operate as most of us do, then you’ll want a QC schedule as follows:
    • After any complaint
    • Weekly Customers – Once every 8-12 weeks
    • Biweekly Customers – Once every 12-24 weeks
    • Monthly (every 4 week) Customers – Once per quarter
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