Ensuring Job Quality and Consistency

The Key to Keeping Customers Coming Back

by Devon Osborne

Read it to me! Click the video below.

 

In the home services world, ensuring job quality and consistency isn't just a perk—it’s a necessity. Customers don’t just expect you to get the job done; they expect you to nail it every single time. No one wants to hear, “Well, usually we’re better than this.” Your competitors are always one flawless job away from taking your customers. In fact, 96% of customers say that service quality is a key factor in their loyalty to a brand.  So how do you ensure your quality is up to scratch day in, day out? Let’s dive in.

 

Getting the Basics Right, Every Time

For most home services contractors, work can vary greatly: one day you’re fixing a leaky roof, and the next, you’re wiring a new home for electricity. But here’s the thing—no matter what the job is, the basics of job quality are always the same. Your craftsmanship should be repeatable and reliable. A few ways to ensure this include:

• Standard Operating Procedures (SOPs): Like any good recipe, your jobs need a clear step-by-step process. Establishing SOPs for common tasks creates a playbook for consistency. This way, even when a new employee steps in, they’re not freestyling— they’re following a proven process.
• Team Training and Development: Training isn’t a “set it and forget it” strategy. Ongoing development helps to sharpen your team's skills. Companies that invest in comprehensive training see 218% higher income per employee and a 24% higher profit margin. When your technicians show up on a job, they represent not just your brand, but also your commitment to quality. A team that’s continuously improving will reflect that dedication.
• Checklists for Quality Control: Let's be real—mistakes happen. But the more prepared you are to catch them early, the fewer unhappy customers you’ll have later. A job quality checklist can help prevent costly do-overs by ensuring every task is completed to the required standard before the team leaves the site.

 

Creating a Culture of Accountability

Think about Apple: known for obsessing over product quality. From hardware design to software, every employee knows that quality isn't an option; it’s a mandate. The same can go for your team. Accountability should be embedded in the culture—where everyone from the technicians to the receptionist understands the importance of delivering quality work.

Here’s how to make accountability a core value:

• Daily Huddles and Debriefs: A quick daily meeting helps your team align on what’s happening, what’s working, and what’s not. These discussions can highlight best practices, share tips, and ensure everyone is on the same page.
• Ownership Over Mistakes: Mistakes are inevitable, but how you respond to them defines your brand. When an issue arises, encourage your team to take ownership and focus on solutions rather than excuses. This approach not only builds trust within your team but also assures customers that you're committed to making things right.

 

Ensuring Consistency in Every Job

In the home services industry, one botched job can lead to a negative review that lingers like a bad stain. Just like a restaurant can’t afford to serve a cold steak one night and a perfectly cooked one the next, you can't afford inconsistency in your work quality. And the numbers speak for themselves: businesses can lose up to 15-20% of revenue due to poor-quality work or service.

Consistency doesn’t just happen by luck; it’s by design:

• Customer Feedback Loops: Ever finished a job and thought, “Well, that went great,” only to hear later that the customer wasn’t happy? Set up systems to gather feedback immediately after a job is done. Whether it’s a quick follow-up call or a text-based survey, asking your customers what went right (and what didn’t) provides valuable insights into areas for improvement. Remember, customers are 4 times more likely to switch to a competitor if they experience service-related issues.
• Incentivize Quality Performance: Consistent performance deserves recognition. Whether it’s a “Technician of the Month” award or financial bonuses tied to quality and customer satisfaction, rewarding your team’s commitment to quality helps reinforce its importance.
• Invest in Quality Materials and Tools: The saying, “A poor workman blames his tools,” exists for a reason. Using subpar materials and equipment can affect job quality. Invest in reliable tools and materials that will not only make your team’s job easier but also lead to better work results.

 

Making Quality Your Business Card

Zappos, the online shoe retailer, is famous for its customer service. Why? Because they built a brand on going above and beyond for every single customer, from answering phone calls quickly to sending surprise gifts. Your home services business can have the same reputation—if you make quality the cornerstone of your work. It’s worth noting that 89% of consumers are more likely to make another purchase after a positive customer service experience.

Think of every job as an audition for future business. Every nail you hammer, every wire you connect, and every floor you clean is your brand's business card. Customers will remember not just that you did the job, but that you did it better than they expected. And when you deliver top-notch quality consistently, you'll stand out in their minds as the only contractor they’ll ever need.