Is Your Cleaning Company Meeting Your Needs?

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What Does “Clean” Truly Mean? 

Sometimes it’s obvious when your cleaning company isn’t meeting expectations. Other times, the signs can be more subtle. This article will help you establish clear standards with your cleaning provider and guide you through the steps to take if those standards aren’t being met.

Understanding “Clean” – Setting Expectations

If you ask ten people to define “clean,” you’re likely to hear ten different answers. It’s similar to asking what’s “beautiful”—it’s open to interpretation. This variation makes “clean” a difficult standard to define universally. If you’re responsible for maintaining a facility’s cleanliness, you’ve likely encountered this challenge.

To avoid misunderstandings, it’s better to establish clear, objective expectations through a detailed scope of work. This document should outline specific tasks for each area (such as offices, restrooms, and kitchens)and set the frequency for those tasks (daily, weekly, monthly).

Once this scope of work is agreed upon, you and your cleaning vendor can conduct regular inspections to ensure all tasks are completed as planned.

Measuring Performance – Metrics to Consider

Because “clean” can mean different things to different people, it’s important to use objective measures to evaluate your cleaning company’s performance. Here are three metrics you can use:

1. Complaint Levels: A successful cleaning program should reduce distractions by addressing common complaints. Keep track of issues such as “the soap     dispensers are empty” or “the trash hasn’t been emptied in two days.”  Create a system for logging complaints, whether they come in via email or word of mouth.
2. Response Time: Have a clear process in place for reporting issues to your cleaning provider. If they don’t have an online portal, email is an effective alternative. Monitor how quickly they respond and resolve service requests.
3. Inspection Results: Routine inspections are vital to maintaining a high standard. Request regular inspection reports from your cleaning company to confirm they are meeting your expectations.

These metrics are straightforward, objective, and effective for holding your cleaning provider accountable.

What to Do When Your Cleaning Vendor Falls Short

Even with clear expectations and performance metrics, there may be times when your cleaning company doesn’t deliver. If this happens, follow these steps to address the issue:

1. Hold a Discussion with Your Vendor: Schedule a meeting to address specific concerns. Ask pointed questions such as, “Why has turnover increased on the cleaning staff?” or “Why has your response time slowed from hours to days?” Understanding the root cause can help find a solution.
2. Reiterate Your Expectations: Clarify your expectations and agree on a timeline for improvement. Be reasonable and give your cleaning vendor sufficient time to address the issues.
3. Prepare to Switch Providers: If the problems persist, it may be time to explore other options. Identify potential replacement vendors, meet with them, and create a clear request for proposals. Inform your staff about the upcoming change to ensure a smooth transition.

By setting clear expectations, tracking objective metrics, and being prepared to make changes if needed, you can maintain a clean and well-managed facility. A proactive approach ensures your cleaning program delivers the results you need.

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