Hello!

I too get frustrated with employees. I think we all do. I just held a similar conversation yesturday.

I think it comes down to policy, policy, policy and unfortunately this requires more maintenance on your part.

What I have done for quality assurance is a checklist that needs to be completed before the end of the job.

That way you always have something on file to follow up with. Second of all, I have changed my policies. Everything must be spelled out.

The third rule is one that is very important to me. I keep in contact with my clients even if they  say things are fine. The "I will call you when something is wrong" can be to late for you. Just letting the client know you have a quality control program in place takes a great load of stress off of both of you.

Just remember that as a business owners, we are always learning and going through these issues. This teaches us to be stronger. I have to remind myself of that when I get frustrated.

I agree with smccabe99, and I would like to add that, in those policies, written or not, that so-so is not good enough, satisfactory is not good enough we want our employees to strive for very good feedback, it makes them look and feel good as well as us (the supervisors, managers, owners).  Positive feedback from us, listening to our employees, and helping solve problems rather than just griping about them, can help make them strive for more.  I often tell employees, when you are finished in an area, turn around and look back at it, does it look so-so or does it look great? because, if it just looks so-so and you walk away, you could just as well keep walking because you don't get it.  I know it is hard, Frustrated With Employees, but sometimes you have to let people go, the good feeling comes when you get that person that does get it, reward them for great work with a raise and watch them grow within your company, you don't want to lose them, remember, that's probably how you got where you are today.  

Good Luck and Good Cleaning.

Scott

Polite and professional have to work together. I believe continual training and support is important. Small incentives for jobs well done.

For some people it won't work and they can't or won't handle it it is time for them to go. Let them know how you see or do things but if you have to micromanage to the point of doing the work yourself there may be a communication gap. I agree on having checklists and sign offs.

It helps with tracking jobs and workers progress. Be open to feedback and be willing to teach and be taught.

Good Luck,

Peter

Part of the difficulty is that each account is somewhat different in terms of what they want done and their level of expectation. For that reason I find multi-tenant buildings the most troublesome.

I have a quarterly bonus system based upon a percentage of employee wages (5% to 10%). If I have to keep correcting or reminding employees about the same thing it reflects in their bonus. I think that is an added incentive to keep up the quality.

The beauty of 10 percent unemployment is that you can let the bad employees go, and bring on fresh blood. I find that custodial personnel with limited experience, or learned bad habbits, work out very well. Yes, they need extensive training, but they learn from you to do it the right way.

If you have to micromanage, then something is very wrong. I train people, and then do as my Company Commander taught me in the Navy. Start small, work up to more responsibility as the skills are demonstrated. "I know you know how....because I taught you how". Insist on accountability.

I go thru every day with the idea that if I dodnt make it better than when I found it, my work isnt done.