I have two office managers in my company that do 2 -3 spot checks on techs each week. This is their checklist:
SPOT CHECK REPORT
TECH: CUSTOMER:
HELPER: DATE:
DOOR HANGERS HUNG Y N
BACK DOOR TO VAN CLOSED Y N
DOORGUARD UP Y N
ALL TECHNICIANS WEARING TIDYTRAX OR BOOT SLIPS Y N
WALL BUDDIES ON Y N
NO HOSE LEAKS Y N
CARPET VACUMED Y N
SPOT KIT BROUGHT INTO HOME Y N
FURNITURE MOVED Y N
NO ONE ON THE PHONE Y N
SPOTTER BOTTLE LEFT Y N
HOSE WRAPS Y N
NOTES:______________________________________________
MANAGER:
sorry for the bad format, I just ripped it out of my companies google drive. That report is basically a spot check that anyone from the office can do... there is no BS that can be added to the equation, either they have that stuff setup or not.
We also call every customer a few days later with the following quetions:
YES YES EVERYTHING LOOKS GOOD/TECHNICIAN VERY NICE AND FAST YES
The first yes is if they were on time, the 2nd is if the customer was satisfied the third is notes .... Interestingly, even though the customer was happy, this was flagged in our report since it was mentioned that the technician was fast. We also noticed (with that tech) that he had a few other jobs that they mentioned he was fast. So of course, we address that with the tech. The final yes was if the tech did a walk-through, we STRONGLY enforce all our techs do a post clean walkthrough especially if their is a stain that did not come out so that the tech can explain why.
Another thing we learned is that you never just ask the customer if they were just happy... If anyone here has taken a class based on DISC or just has any familiarity with passive/passive aggressive types or has just been working with people long enough, you know that they never tell you the little things. So instead of just asking how the tech did, we ask "is there anything we could have done better" .. this forces the customer to not only think about what could have been better but also gives them an "out" to discuss what they didnt like about our service. To that extent we get comments like : "everything was wonderful but they did not move the lamp in bedroom" ... That one inquiry led us to find out that tech was not moving many of the items we tell customers on the phone (and on our website) that we move.
To be honest, (at the risk of sounding egotistical) I'm not really sure what my competition does at this moment. But I do know that my techs are doing what we ask via customer surveys and spot checks and so long as I know that we are doing our job to the best of our known ability, I'm not going to worry to much about the other guy.
