What systems have you put in place to ensure your field team follows process consistently without constant oversight?
I’m looking to see what tools and rhythms helped you build true accountability.
That's something I've spent this off-season working on. What I've come up with for my business for this upcoming year is a 4-layered approach. Layer 1, the memory layer, Layer 2, the clarity layer, layer 3, the execution layer, and layer 4, the reality layer. How that looks for me, is Layer 1, each role follows what I call The 3F Framework, Flow->Finish->Feedback(different for each role, but follows the same format, short, to the point, essentially how to do the job, what a finished job looks like, and what data/friction/opportunities need to be passed up), layer 2 "what good looks like" a longer form work flow that expands on the 3F, layer 3 sops tied to each item from "what good looks like", and finally layer 4 FAQ's, the top 10 questions that I know I'm going to get asked from that role. I think that builds accountability by clearly defining what the expectations are, as well as setting them up for success "Do this and you will do a good job". The final phase to that would be establishing KPI's for each role to allow follow up.
We have Jobber checklists and Jobber forms required post-appointment, including photos of key areas (cleaning business). Upon graduation from training, the trainee is observed by our trainer for two days prior to sending them out as a solo cleaner. Once they're solo, our field supervisors randomly pop in for quality control checks. We have feedback forms automatically sent out after each appointment, and if this goes with no response for 30 days, our client success specialist contacts via phone call.
We also developed a field chat GPT bot for on-the-spot responses for anything related to field work.
I myself struggle with this and would love to hear some other solutions. I like lawn_kingsUS comment above here, we do house cleaning and what a good job looks like is so different in each project and home.
