Mike Andes explains a yellow slip system where unhappy customers trigger a form that goes by the keys. The crew who did the original work has 48 hours to fix it, then must read the complaint aloud at the next team meeting. It's built on shame, not fines.
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.
