Some companies send out little post cards for the customer to grade them, some companies do follow up calls to check on overall satisfaction and most will stop in on techs periodically to make sure all protocols are being followed as close as possible to ensure things like effeciency,productivity and safety among other things.
We do all three.
If you want it done "your way" you have to show them and then follow up to make sure it continues.
Like Jim, we have too many other things to do that to constantly chase technicians around. However it is so important to keep them on track and doing it the "Chavez" way that we will make unannounced periodic stops on them.
Its easy to do, when a supervisor is out and about, he just pops in on a crew. Just a little attention to logistics and it can be accomplished without much effort.
Even the most well intentioned crew leader can and generally will start pulling away from the line. Its up to us to keep them in line, if we slack off, they get further away from the service we expect from them.
Its a constant chore of pulling them back to the line, but a worthy task.
