Service quality is not easy to measure.  We interview Marshalette McTyson, who is the Quality & Training Coordinator at Ainsworth Inc., a major HVAC contractor in Toronto.  What does it take to achieve customer satisfaction?  How does a large HVAC company comply with all customer requirements?  How much paperwork is too much?  What professional development options do companies and HVAC workers have?  Is COVID-19 effect on work protocols here to stay?  These and many other questions are answered by Marshalette.