If you are thinking of hiring a Quality Control person, put them in a blazer and have them drop in on customers as a PR tactic, here are some tips. 

 

We started this discussion in past articles and will continue with a few more points in this issue:

 

1.The Quality Control/Trainer/Fixer is a key person if they are utilized to maintain quality outcomes.  This may mean that wearing the blazer and chatting with customers comes second to training and fixing so that when they (or the owner of the company) meets with a customer, there are no negatives to discuss.

 

2.This position should be empowered to make immediate corrections to poor practices to avoid poor outcomes.  I suggest they have a helper accompany them with at least basic tools such as a couple of cloths, cleaner, carpet spotter, etc. so that they can make immediate fixes when practical.  

 

3.Although this deficiency should be documented and the supervisor or worker informed as soon as possible, the QC person should be authorized to take corrective steps or schedule a specific day/time when it will be fixed.

 

4.They may need to fail a strip/recoat job and inform the customer of the failed work noting when it will be re-performed.  This is a far better approach than having a tenant or the customer call the cleaning service complaining and demanding someone inspect the work.  More than one customer has informed their cleaning service that if they have to perform QC work they will look for another service.

 

5.Once the QC/Trainer/Fixer had documented the problem, they should be empowered to retrain key staff to avoid the same outcomes happening again.

 

Quality Control is more than walking around wearing a nice blazer.  More in a future 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.


posted on 8/13/2014