Episode Overview

In this episode of Masters of Home Service, host Adam Sylvester talks about how to provide consistently high-quality work on every job with Branden Sewell (Seal Pro Painting) and Kimberly Towers (The Red Rose).

Show Notes

– How Branden and Kimberly give their clients the same quality of work every time (01:16)

– Examples of how to ensure consistency, starting from the employee’s first day (02:29)

– Consistency shows customers you care and helps you win repeat business (03:46)

– What your employees need in order to deliver consistent results (05:29)

– Consistency challenges to expect—and how to overcome them (06:36)

– How training, hiring, and onboarding plays a role in Kimberly’s business (08:54)

– How Branden ensures his people are prepared to get the job done consistently (09:46)

– Consistency comes from clear expectations (10:41)

– Take care of your customers (and take a well-deserved vacation) with Jobber’s help (12:43)

– How to meet your customers’ high standards every time (13:25)

– Branden’s pre-job forms for understanding customer expectations up front (15:57)

– Kimberly’s customer intake process, starting with a virtual walkthrough (18:16)

– Make sure an employee’s low mood doesn’t affect your customer’s high standards (19:16)

– Guarantee work consistency through surveys, reviews, and post-job walkthroughs (22:54)

– Get customer reviews faster with Nicejob (24:39)

– Measure quality through before-and-after pictures and minimal callbacks (25:11)

– TL;DR: Adam’s top takeaways: build systems and checklists, train and hire good people, understand and deliver on customer expectations (26:28)