Brian R said:
Side note
When I was on the truck I was surprised at how many homeowners would ask me if I did "sidework". I told a few that I was the owner and they got quite embarassed. After that I would just say I couldn't do that.
That just gets you thinking about how many of your Techs are being asked the same thing.
Once again, Brian, it is the "dirty little secret" of our industry. Techs and home owners happily conspire against the business owner. (I even feel dirty talking about this subject but whatcha gonna do? A business owner can face up to it and take steps to help honest people stay honest or they can live in happy delusion. The choice is yours.)
There are measures to take that greatly help with "side work". OK, Brian, you just talked me out of another excerpt:
"Add accountability with Mystery Shoppers- A major part of this Fast Track Training outline should be focused on how to deliver a great customer experience as the carpet cleaning is performed. In other words, your new technician should understand that they are an "actor on a stage" and the curtain goes up anew every time the door opens. Accountability for an actor means examining the anxiously awaited reviews of their performance. So at hiring explain that your company arranges periodic Secret Shopper exams where a pre-selected customer fills out an in-depth questionnaire reviewing their carpet cleaning experience.
As you develop your Secret Shopper check list focus on the essential Moments of Truth that you want consistently delivered at each and every home. Make sure that your Secret Shopper home owner understands the importance of checking off each point as it is delivered. Then don’t leave your employees guessing on what your expectations are for them. Share your Secret Shopper check list with your people. Explain that if they fulfill the Moments of Truth detailed on this check list and do so with a cheerful, positive attitude their customers will be delighted and you will be too!
Your technicians should know that just as theater reviewers do not announce their presence, so too your Secret Shopper will be anonymous. If the review of the job is positive, it should be cause for a public celebration, giving well-deserved recognition and praise to the employee(s) responsible. Remember that your goal with the Secret Shopper program is, to echo the words of Zig Ziglar, “Catch somebody doing something right.” (Of course, this very public celebration also serves as a reminder to your other employees that their appointment with an anonymous Secret Shopper may occur on any job. Accountability!)"
Brain, the Report goes on to mention that while you don't want to "entrap" an employee one of the things on the Secret Shopper list is for the home owner to ask the employee if they could throw something in for cash". Let your people know they will be "secret shopped" at least twice a year. When an employee "passes the test" give them a public bonus and lot's of recognition. (I would publicly hand my employees a crisp new 100.00 bill along with lots of applause when they passed a Secret Shopper test!) But of course along with all this celebration you also sending a silent but very important message to your other employees.
Or a business owner can ignore the entire issue and continue in happy ignorance.
Steve
http://www.SFS.JonDon.com
PS Brian, I'd post the link to the Report but then the wrath of the MB Mafia would descend upon us. It is on the
SFS web site. Also the Secret Home Owner Checklist and Orientation Sheet is in your
SFS Ops Manual under "Marketing- Customer Feedback". If you implement this program it would do wonders for your sub-contractor compliance.
) And today many, many folks are amoral which just means without a strong moral center- sad but true! 
