There are numerous reasons why your cleaning company might not be properly maintaining your facility. They may have underbid the job, undergone a change in ownership, or prioritized other clients over you.
So, how can you tell if your janitorial company has lost interest in your business? Here are SIX signs that your cleaning company may be neglecting your account.
1. Increased Complaints from Your Staff
Your cleaning crew is supposed to make your life easier, not harder. It’s normal to have an occasional complaint, but if you’re hearing frequent comments like, “We keep running out of toilet paper in the women’s restroom,” or “My office hasn’t been dusted in months,” it’s a red flag that your cleaning company is no longer committed to your account.
2. Decreased Communication from Your Contractor
In the beginning, the management team was always present and communicative. Now, you rarely see or hear from them. Reflect on the last time you received proactive communication from your cleaning services provider. If it’s been a while, this could be a sign they are losing interest in your account.
3. Slow Responses to Issues
Occasionally, things get missed—it happens. But when you call about overflowing trash cans and don’t get a prompt response, it’s a problem. Delayed responses to phone calls and emails may indicate that your contractor is overwhelmed or simply doesn’t prioritize your business anymore.
4. Constantly Changing Faces on the Crew
The cleaning industry has a high turnover rate—nearly 200%. While some turnover is expected, a constantly changing cleaning team may indicate deeper issues with the janitorial contract or management. Be especially cautious if the entire crew changes without any notification to you.
5. Worn or Broken Equipment
Is your cleaning crew using outdated or broken equipment? Are vacuum cleaner cords held together with electrical tape? If their equipment is old and worn out, it’s a sign that the contractor is no longer investing in your account.
6. Frequent Changes in Your Primary Contact
Contact One of the most telling signs of trouble with a cleaning services company is constant turnover in management positions. If your point of contact is always changing, it could indicate deeper problems within the contractor’s organization.
What to do about it?
If you notice these issues, here’s a plan of action:
1. Meet with the Vendor, Discuss Issues, and Probe for Causes Use specific examples: Why is there so much turnover on my cleaning team? Why has response time changed from three hours to two days? Get to the root of the problem.
2. Define Your Expectations Perhaps service expectations were not clearly communicated at the start of the contract. Your vendor may genuinely not know what is important to you. Clearly outline your expectations and give them time to address the problems.
3. Be Prepared to Move On Most janitorial contracts include a 30-day termination clause for service deficiencies. If you don’t see improvement, be ready to find another vendor.
4. Have an RFP Ready Once your vendor is on notice, start drafting a Request for Proposal (RFP). If they don’t improve, you’ll be ready to begin the process of selecting a new vendor. If everything works out, you’ll have a draft ready for when the contract ends.
By keeping an eye out for these signs and taking proactive steps, you can ensure your facility remains well-maintained and your cleaning services meet your standards.
