A reader writes: "I struggle with all the requirements that potential customers expect me to submit. Why can't I just give them some references and a good price rather than jumping through hoops?"

A Quality Control Program is made up of different segments that are all important. Although one or more the following suggestions will work, you should use only those necessary to manage the contract successfully.

1. The predetermined pass/fail score should be determined by reviewing the contract and coordinating with the onsite supervisor. Example: The executive office space may require a 100 percent score each and every inspection, whereas a back work area have be satisfactory at 85 percent. This is simply allocation of resources since the customer will have different expectations for different areas.

2. There should be more than one level of inspection for each area with a focus on the higher priority areas such as entrance, restrooms, conference rooms and executive space. Consider having the front line worker accompanied by their supervisor or the QC inspector periodically conduct an inspection of their own area. Discuss the final score and explore ways of improving it.

3. Conduct periodic, targeted surveys of high profile areas to get feedback from tenants and management. Keep the survey short and simple. Allow it to be anonymous if desired. Consider setting up a web site that allows anyone to "vent" about the cleaning. All of this information should be reviewed based on the contract and shared with the customer in regular meetings. It is important to identify expectations that exceed the contract to either modify the specs or determine how to educate the tenant on the limits that custodial operates. Example: if restrooms are not policed during the day, the BSC may suggest ways of making sure that supplies do not run out by noon.

We will look at a few more ideas in the next article. 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 CTCG50@comcast.net.