Mike Andes proposes a simple accountability system for field crews using a "yellow slip": when a crew member causes a customer complaint or substandard work, they receive a slip when returning keys, must address the issue within 24 hours by returning to the customer's house and resolving it, then report at morning stand-up. The general manager files the slip in the employee's profile to build a documented history of callbacks, and the system aims to shift ownership to crew members and reduce managerial negativity.
Chapters
If you want someone to actually take accountability for their job, make sure that when there's losses, when they don't do a good job, they're the ones that go back. So how this works is there'd be a yellow slip. They get back at the end of the day when they're hanging up their keys, they see it and they know within 24 hours this needs to be addressed. So the next day they're going to be going back to this customer's house and it says the complaint. What the resolution is, is what they've got to determine. Then what's going to happen is it's going to be given back to the general manager. The general manager is going to do a couple things. Number one, they're going to put it inside of the user's profile. We keep track of these yellow slips, but over the course of time, in the event that we do have to fire someone due to lack of performance, we have a clear record of all the callbacks that were associated with their account. So at those morning stand up meetings, we're going to have each team member collect the ones that they're responsible for. And then they went back to the customer's house and resolved. And now they're going to share with the rest of their team exactly what they did wrong and what they did to fix it. The hope is that this prevents you as a general manager owner from always having to bring down the negativity and the criticisms and you guys should have done this better and this was bad. And so, and so, like, now they're going to have to take ownership of it.
