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QUALITY ASSURANCEBernard Buttone, Branch Manager, Triangle Pest Control LLC
Quality Assurance: Save money and
customers
Quality assurance
noun - the maintenance of a desired level of quality in a service or product, especially by means of
attention to every stage of the process of delivery or production
- Training- Procedures- Checklists
Where does it start?
WHO IS ACCOUNTABLE?If your people don’t know what they are supposed to do, how are they supposed to do it?
What level of quality do you expect?
● Make sure it hits all of your service steps● Yes or No questions, no gray area● Comments, comments, comments
WHAT IS IN A GOOD QA CHECK?
CONSISTENCY IS KEY
●Customer’s know what to expect
●If something isn’t working, it’s the system
● Know what to expect, call you back less
● What new guy?!?● Worked the last time, it will work
again
CUSTOMER EXPECTATIONS
● What is easier to change, a system or a technician?
● How do experiments work?
FIX THE SYSTEM, NOT THE TECH
● If it’s working then let it be
IF IT AIN’T BROKE
QA’s are designed to reinforce behavior● Not meant to get team members in
trouble● Set the standard of what you would
like objectively
MAKE THE QA’S WORK FOR YOU
● So what do you have QA checks for?○ Customer Experience○ Leads○ Appearance○ Procedures
PICK YOUR POISON
● Truck Cleanliness● Tech Appearance
● Procedural Knowledge● Equipment
SOME POINTS OF FOCUS
● What does a callback cost?● If you don’t do the callback,
where does the money go?● What does a bad customer
experience cost?
HOW DOES IT RELATE TO YOUR POCKET?
QUESTIONS?Bernard Buttone, Branch Manager
Triangle Pest Controlbernard.buttone@trianglepest.com
linkedin.com/in/bernardbuttone
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