Mike Andes describes a yellow slip system for customer complaints: when a job has an issue, the office posts a slip by the keys and the original crew must return within 48 hours to fix it, sign off, then read it aloud at the next team meeting. Peer accountability, not fines.
Within 48 hours.
At the next team meeting after resolving the issue.
So if we get a call back to a job and the customer's unhappy, I am not going back to the property. That's going to be the crew that was on the property for the job. We call this the yellow slip system. If a complaint came in or a callback, the customer's not happy. The office just fills out a yellow slip and it puts it next to where we hang up all the keys. And when everyone comes back they see so and so had a yellow slip on so and so's property and they know within 48 hours they've got to take that yellow slip, go back to the customer's property, sign off on the fact that they fixed the mistake and then at the next team meeting they have to read that yellow slip to the entire team. It's not so much the deduction on their pay, it's the fact they got to stand up in front of the rest of their co workers and talk about their mistakes. That's tough.
