A reader writes:  We are thinking of hiring a Quality Control person, put them in a blazer and have them drop in on customers as a PR tactic.  What do you think? 

 

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

 

1.As noted early, a Quality Control/PR person can be next to worthless in impressing a customer who just wants the building clean as per specifications.

 

2.This means that the QC position requires their ability to read and understand the specifications and contract for each account they service.

 

3.It also means they know when and how to draw the line with an overreaching customer who simply wants a free ride at your expense.

 

4.This approach can be touch and go, but a well-versed QC person can listen to the alleged complaint, validate or invalidate it and find a win/win outcome in most cases.  What does the customer really want?  What would you give to get a customer of this caliber?  Are they being abusive and is this just good PR or the beginning of sorrows?  A qualified QC person will know and can help generate more business or stop the bloodletting.

 

5.One primary key is to stay ahead of the curve by not ever being surprised by a customer who has a valid complaint.  

 

6.The personality, knowledge and communication skills of the Quality Control/ Trainer /Fixer means that they are competent and can best represent the company during times when an inexperienced person could prove to be expensive in many ways.

 

In our next article, we will look at some of the points a Quality Control inspector should always look for.

 

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 8/14/2014