Holding Employees Accountable

This is the fourth part of a four-part article about mobile survey software.

The software also helps BSCs hold their janitors accountable.

“They know someone is following up with them, and they have to complete the task because it’s no longer going to get lost in the shuffle,” says Bragg. “We also have a history of the type of work cleaners have been doing in the past.”

Holding cleaners accountable for their work has also led to quality and efficiency improvements.

“We were able to pass the savings on to customers and offer our technicians more money hourly for cleaning,” says Bragg.

Initially, the new system met with resistance from some cleaners because of the increased accountability. But for the most part everyone likes it, because they know exactly what is expected of them.

In addition to concrete, measurable outcomes, both Bragg and Jenkins have realized intangible benefits of the technology, such as improved customer satisfaction and a better company image. People are impressed with the technology — even if they don’t use it — and, as such, it can serve as a valuable selling tool.

“This technology is cutting-edge,” says Jenkins. “People like to scan QR codes, and I can only see it being used even more as it becomes more widely accepted and people see the value of providing feedback.”

Kassandra Kania is a freelance writer based in Charlotte, North Carolina. She is a frequent contributor to Contracting Profits.