Is Your Inbox Filled with Complaints About Your Cleaning Company?

As a facility manager, the last thing you want to wake up to every morning is an inbox filled with complaints from disgruntled tenants about dirty restrooms, dusty desks or smelly break rooms. After all, you outsourced your cleaning services to make life easier and more effective, not give you a constant headache.

So if you’re getting more thumbs down than high fives, it’s time to turn things around. But first you need to get a grip on what’s happening.

Here are 5 reasons why your cleaning staff may be leaving your facility less than clean:

1. Lack of supervision. Who is in charge of your cleaning crew? Is there a field supervisor who can immediately resolve issues should they arise? Someone you can voice your concerns to? Lack of supervision is one of the main reasons cleaning companies fail to impress.  Proper supervision can prevent small problems from escalating into big issues.
2. Inadequate training. Is your cleaning staff well trained? Are their skills and OSHA certifications up to date?  Janitorial companies that have provided their staff with comprehensive, detailed training equips them to bring their knowledge and skills to your facility.
3. Not being invested. Is your cleaning staff invested in your building’s success? Is there a high rate of staff turnover? Sometimes contract employees fail to see the big picture and how their role fits into it, and a revolving door of new faces diminishes the value of what you are getting for your money. Make sure your cleaning company values its employees and engages them. That will ensure you get the best possible service and have a cleaning staff that sticks around and goes the extra mile.
4. Not adhering to scope. The best cleaning companies have a good, solid and consistent line of communication with you. They understand the scope of work you expect and reach out to you often for feedback. If your cleaning staff is not adhering to the intended scope of work, tasks will be left undone or not done well. Top cleaning companies have a plan of action or customer playbook that their staff follows to the letter.
5. No Quality Control Inspections. Are you having periodic quality control walkthroughs in your facility? Best practices include documenting inspections with pictures, dates and details. These reports can be shared with your cleaning company’s supervisors and staff. Being proactive about cleaning issues ensures these problems get solved quickly and efficiently. Good cleaning companies don’t ignore problems, they address them immediately.

Commercial cleaning services are not all the same. If you’re fielding more complaints from your tenants about the cleanliness of your facility than you are receiving accolades, you need to address the situation right away or make the decision to move on.

At 4M, we invest 100 percent in our Team Members to ensure our customers get only the very best from us always. From onboarding to training to supervision to consistent communication, we aim to be your partner, not just your cleaning company. This is just another way we deliver the best, innovative, safe and sustainable cleaning and service solutions for your business. To learn more, give us a call or CLICK HERE to contact us.