Should You Drop In On Customers As A PR Tactic?
A reader recently asked me: What recommendations do you have for hiring a Quality Control person, putting them in a blazer and having them drop in on customers as a PR tactic?
Response: We need to consider some of the key points that a Quality Control/Trainer/Fixer must look for in their day to day operations:
1.Have the current staff been trained in all aspects (of their responsibility) so that they know how the clean the XYZ way?
2.This includes not only correct outcomes, but also timeliness, safety and appropriate behavior on the job.
3.Does the QC person know the staff well enough to identify areas that may require additional training or support?
4.Do they know how to observe without being perceived as threatening or micromanaging?
5.Can they relate to and direct onsite supervision to reinforce custodial best practices?
6.Do they have an ongoing training agenda that reinforces key safety and productivity issues throughout the year?
7.Do they have the janitor closet, van, office in the top five areas they inspect when they come to an account?
8.Are they willing to spend time at night observing and training crews with a focus on quality outcomes not finding fault with work?
9.Do they know how to deal with trends (up or down) in numeric scores to head off potential complaints?
10.Do they automatically prioritize any transfers or promotions at the local level to make sure that the transition goes smoothly?
As I have stated before, we really cannot control quality but can control outcomes if we are engaged and know our business like the professionals we are.
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.