A contractor managing installers tracks callbacks in a shared spreadsheet by worker, reviews it daily for patterns, and pairs problem installers with a coach who demonstrates correct procedures on site. This keeps quality improving without the manager returning to field work.
Within the last year, my role kind of went more from tool belt to more management. Definitely had an increase in callbacks last year. Any advice you can give besides me putting my tool belt back on and getting back in the field to lessen that?
If you know what they are, that's why I said track them at a high level. Each installer has their own tab on a spreadsheet. And then if a call does come in, customer care puts it in there and then my production manager's looking at that every day. So when you see what it is, get with that guy right away or gal right away. Get out there and show them what you would have done to not allow that to happen. It's not to beat them up. It's there to give them a big hug and say, hey, we're going to get through this and I'm going to show you how to do this way gooder.
