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