The onsite supervisor plays a key role in the quality control outcomes of his/her account. They are involved in the day to day operations of a contract that over time has an accumulative impact on the condition of the building. They have the opportunity of training, equipping and supporting the front line workers performing their tasks. 


Many of us would agree that quality outcomes are based on morale and attitude as much as the actual work being performed. A potential negative is that the onsite supervisor can become too involved personally with some of their workers and not be objective in their inspections. 


The onsite supervisor must be able to detach him/herself from the person performing the work and grade the outcomes based on a clear understanding of the SOW (Statement of Work). They have to be willing to fail a task or job if it does not meet the pre-established standards. They also may need to take ownership of the part they played in the being performed incorrectly. One mistake that a supervisor can easily make is overloading their best workers when one or more staff are absent. This gives the worker an opportunity to not only demonstrate their loyalty but also to burn out rather quickly. They can become very sensitive to criticism from the same person who just a few hours ago was asking them for a favor.


If ever there was a time for diplomacy it is when the onsite supervisor has to give the bad news to one of their best workers that their work is unacceptable. If not handled carefully they can lose a good worker who becomes discouraged and alienated by the legitimate critique of their work.


Please remember that we are in the “people business” and that each and every workers deserves our respect and support. 


Your comments and questions are important. I hope to hear from you soon. Until then, keep it clean…



Mickey Crowe has been involved in the industry for over 35 years. He is a trainer, speaker and consultant. You can reach Mickey at 678.314.2171 or