Phil Risher ran a home-service company with 28 technicians and found that standardization made the difference. He put them in matching uniforms and gave each one a detailed checklist: ring the doorbell, shake hands, put on booties, walk the customer through every step, take photos. Without it, your brand lives or dies on whoever shows up that day.
Your technicians are either building your brand or they're breaking it. At my home service business, we had 28 technicians, and one of the first things that we did was we standardized what they wear and we set up a checklist for every single home. We had guys wearing a real AF on their hats. One guy did it this way, the other guy did it this way, and everyone had a different process. So what we did was we say we need to standardize this whole thing. The checklist said you go up to the home, you ring the doorbell, you shake their hand, you put on the booties, then you go and ask the customer, can you show me where your furnace is? And they walk you to their furnace. You take before and after pictures and walk them through every single step of the way. And then they had a checklist at the end of the job, they took a picture of the checklist and attached it to the job. Very easy. If you do not have a standardized process, then you're leaving your brand up to chance. You're leaving it up to the technician. Hopefully they wake up on the right side of the bed. This is how you standardize your process and elevate your brand.
