In this episode of The Huge Insider Podcast, host Sid Graef dives deep into the critical topic of quality control—the first pillar in a four-part series on building happy, profitable client relationships. Speaking directly to home service pros and business owners scaling past the $1M mark, Sid breaks down how quality is not a fluke—it’s a system. He shares his proven framework used at Spectrum Window Cleaning, where performance-based pay, job ownership, and strategic incentives create a culture of accountability and pride. From smart hiring to random job site checks, Sid explains how aligning incentives with expectations leads to fewer callbacks, better reviews, and long-term client retention. If you’re ready to reduce chaos and scale responsibly, this episode is your blueprint. Show Notes Topics Covered: The 4 pillars of client happiness: Quality Control, Reviews, Referrals, and Retention Why quality control begins with hiring the right people Performance-based pay: benefits and pitfalls How job ownership prevents corner-cutting Spectrum’s 3-part quality system (Training, Ownership, Random Checks) How to align pay structures with performance standards Real-life incentives and consequences to drive better behavior The long-term impact of enforcing high standards   Mentioned Resources & Links: The Huge Insider newsletter signup Downloadable action guide Foundations platform trial offer The Huge Mastermind info page Facebook group for service pros 📍 The Huge Convention 2025 — Nashville, TN, August 20–22 🌐 Spectrum Window Cleaning (Business owned by Sid Graef – more at upcoming episodes)   Connect with Sid Graef: LinkedIn Facebook Group     Transcript:Welcome back to the Huge Insider Podcast. Hey, the huge insider is the show for home service professionals that are striving to break the million dollar revenue mark. If that's you, you're definitely in the right spot. If you're already over a million dollars in revenue, you get even more out of this show. So here's the thing, we really want to help you skip the BS and get real wisdom from experienced business builders. We have gathered. Wisdom and insight directly from seven and eight figure business owners, people that are running companies that do anywhere from 2 million a year to 40 million a year. And we bring you the best insights every week, all focused on a single topic every month. Real owners, no, no opinions, just experience. So here's the thing. This month we're focusing on the things that you must do to get and keep happy, profitable clients. These four things are quality control. Reviews, referrals, and long-term retention. So today's topic is quality control. Might sound boring, but it's incredibly important. So today I get to share our processes and the core principles behind quality control. So last thing before we dive in, wanna remind you, we've got a downloadable action guide for you. It's available@thehugeinsider.com and I hope you download it and use it. So let's get into it. Quality control. If you've got a crew that's out doing window cleaning or pressure washing or whatever your business does, and you're not on every single job site, you're growing your company, then this episode is for you. Here's the deal. Quality control is not an accident, it's a process. It, here are the underlying principles for quality control. Number one is what gets measured, gets managed, and then number two is incentivize behavior that you want. And disincentivize behavior that you don't want. So if you don't build systems to ensure your quality, you end up with callbacks, bad reviews, lost clients, and honestly, that would be your fault, even if you're not the one holding the squeegee because you are the business owner and you're the one that sets the tone, the foundation, and the direction of your company. So here's the foundation of quality. It doesn't really start with a checklist or inspection. It starts with your people.