Tech Accountability Policy

Objective: To have the BEST culture and provide the BEST quality clean, in the East Bay Area. 

Accountability Process:

1. 1st Quality Concern
   • Over the phone (or Slack) coaching will be conducted by sales/cs person.
   • Chance for tech to ask any questions.
   • Ask the tech questions about the quality concern. Did we miss anything in training?
   • This is considered First Verbal Warning. 
   • Document by adding a ticket in MC under employees profile.
   • If it’s a training issue, offer to retrain.
2. 2nd Quality Concern (Within 60 days)
   • Management will be conducting coaching in person or via Huddle.  
   • This is considered the 2nd Written Warning.
   • Tech and manager will make an action plan and IDS on how to resolve quality concerns. 
     • Example: Tech is to watch videos by ___date, tech could take a job skill knowledge test by ____ date, or ask for a retrain day.
   • Document by adding a ticket in MC under employees profile.
3. 3rd Quality Concern (within 60 days)
   1. Tech will have an in person meeting with management. Tech and management will IDS and coach the quality concern(s).
   2. Speak to tech about the importance of our quality standards and that continued quality concerns from customers can lead to further disciplinary actions. 
   3. We will reserve the right at this point to schedule 1 full day of retrain at training wage if we think that is necessary. 
   4. Written warning will be given to the tech. 
   5. Tech will be placed on Tier 1 Goal until quality score increases.
   6. Document by adding a ticket in MC under employees profile.
   7. Schedule random house checks

MC Template

Title: Failure to Review Work Order Notes
Date: _______

What Happened:
Did not review work order notes before entering the home.
Details: __________________________

Impact:
☐ No client impact
☐ Client impacted (scorecard/complaint)

Action Taken:
☐ Coaching ☐ Written Warning ☐ Write-Up/PIP ☐ Retraining

Expectation:
Review notes before every job. Do not rely on client or assume.

Next Step if Repeated:
Escalation per Tech Accountability Policy

Follow-Up Date: _______

IMPORTANT: add screenshots and support documents. 

Effective: 04/25/22

BA House Cleaning does not tolerate intentional poor quality, BA House Cleaning reserves the right to terminate any employee for deliberate misconduct in the field without following the defined BA House cleaning Way of cleaning standards.