The Power of Uniformity

When a company first starts out, they may have only a couple to a few field people. It’s easy at this stage for everyone to be on the same page about how things are done. As the company grows, leadership relies increasingly on others to train and perform tasks. To uphold the high standards the company was originally created under, a written set of guidelines or Standard Operating Procedures (SOPs) become critical. SOPs are designed to give structure and uniformity so quality control becomes easier and liability is minimized. The good news is it’s never too late to add these tools to your company’s repertoire.

CREATION. When a member of the technical staff begins a new SOP, they should be familiar with the company’s procedures and have seen/performed the service in question themselves. It’s helpful to follow the same format as other company SOPs so everything matches. We start with a good, factual title (e.g., Blue Sky’s Standard Conventional Service) followed by a brief introduction stating the purpose and overall approach to the service discussed.

The next section entails statements of importance and benefits of following the written protocol. This section should reinforce the idea that this is a general SOP, and some deviations may be required to combat specific pests or situations the technician may encounter. However, the label is the law, and the technician must read and follow each product’s label.

The actual step-by-step procedure must be outlined and described in detail in the order steps should be performed. This is usually the longest section and requires experience in these procedures. This should look like a recipe of sorts and spell out each in an easy-to-digest way for any technician.

Finally, a Frequently Asked Questions section is added to address common questions or situations the technician may encounter. This should include questions customers may ask that could be tricky or difficult to answer for a newer employee. It could include safety points, re-entry times or specific customer requests for additional services.

Once the document is written and proofed, it’s time to get others’ input. The newly crafted SOP is sent to service managers for comment. These individuals are the ones in the field performing, auditing and training these SOPs, and their expert insight and support is critical during rollout. Incorporate meaningful edits and ideas into the updated manuscript and roll the edited edition upward for final review. Once incorporated, the new SOP is complete.

ROLL OUT. A new SOP outlining the company’s policies and procedures is a great thing, but is worthless without buy-in from company personnel. Luckily the service managers have had a chance to become involved in the process. Rollout then involves service managers presenting the SOP in detail at their next team meeting. Managers go through the SOP point by point, explaining importance of each step and how they impact the service being performed. Once presented, the SOP is the new standard to be performed.

Managers and supervisors will then reinforce the new standards during ride-along visits and spot checks. Any needed modifications to the SOP learned in the field should be submitted by the management team to the technical staff for review. All SOPs are living documents that may change over time.

Rollout and training should also include the office team, as this training will allow for proper Q&A during phone calls and lead to better understanding of the tasks performed. Customer expectations can then be aligned with the services provided before the technician even arrives at the account, leading to greater customer satisfaction.

APPLICATION AND REINFORCEMENT. Service managers will roll out the new SOP to their supervisors and technicians. The new SOP must also be taught going forward. If it’s a basic skill, incorporation into the new hire orientation or training schedule is a must. Otherwise, the new SOP will not be learned. For more advanced skills such as bed bug or German cockroach services, the SOP can be required learning material before field training is started or an advanced skill is earned. Either way, there must be a process for the SOP to be taught in the future or the new procedures will not be followed.

Reinforcement can take many forms, and all can be useful. Supervisor ride-alongs and spot checks are great. These one-on-one coaching opportunities are excellent ways to train people in the skills required to perform their jobs. There should also be higher level checks in place. One useful tool is to incorporate a couple of well-crafted questions on customer surveys directed at the new SOP. Are the technicians performing the required procedures?

CONCLUSION. The creation of a set of SOPs can be a great first step in maintaining a high-performance team and quality service. SOPs should be well-crafted with input from multiple levels of the company. Each SOP must encompass the company’s methodology and philosophy of the topic being discussed with simple step-by-step procedures for all to follow. Each SOP needs to be taught to all those responsible for its performance and needs to be detailed enough to ensure successful completion.

Uniformity of tasks and procedures is a great way to start ensuring the quality of each service or task remains true to the company’s standards. A well-honed, properly followed SOP solves problems and ensures a quality service every time, leading to happy customers and a successful company loyal to its vision and goals. Uniformity of great service equals success. Ultimately, everybody wins.

Bob Gilbert, B.C.E., is a staff entomologist and technical trainer with Phoenix, Ariz.-based Blue Sky Pest Control (blueskypest.com) and president-elect of the Urban Pest Management Technical Committee (UPMTC.com).