By Identifying when a cleaning service falls short of expectations can sometimes be clear cut, but often, it’s a matter of perspective. This guide aims to clarify how to set realistic expectations with your cleaning company and what steps to take if their performance is lacking.
Establishing Clear Expectations: The Meaning of Cleanliness
Pose the question, “What does being clean mean?” to a group, and you’ll likely receive a variety of responses, similar to the subjective nature of beauty. This variability underscores the challenge in defining cleanliness, a familiar dilemma for anyone responsible for maintaining a facility’s appearance.
To circumvent the ambiguity surrounding “clean,” it’s advisable to develop a comprehensive scope of work. This document should itemize the specific tasks required in different areas (offices, bathrooms, common areas) and their scheduled frequency. With this scope in place, conducting regular inspections with your cleaning vendor ensures adherence to these predefined tasks.
Key Performance Indicators
Given the subjective nature of cleanliness, what metrics can accurately reflect your cleaning company’s efficacy? Consider these three indicators:
Complaint Frequency – A primary objective of any cleaning program is to minimize disruptions by reducing complaints. These can range from missing bathroom supplies to unemptied waste bins. Maintaining a log of complaints, whether recorded in an email or noted from verbal feedback, is crucial.
Response Efficiency – Establish a protocol for reporting cleaning issues to your vendor. In the absence of a dedicated service portal, email can effectively track these communications. Monitoring how quickly your vendor addresses and resolves these issues is essential.
Inspection Outcomes – Regular inspections are vital to a successful cleaning operation. Request that your vendor shares their inspection reports, providing a tangible measure of performance.
These metrics offer objective, manageable ways to gauge your cleaning program’s success and foster accountability.
Addressing Performance Shortfalls
Even with clear expectations and performance metrics, a cleaning service might still underperform. If this happens, the following steps can help realign your cleaning program:
Initiate a Dialogue – Meet with your vendor to discuss the issues in detail. Be specific with your queries to unearth underlying problems, such as high staff turnover or delayed responses.
Reiterate Expectations – Remind your vendor of the agreed standards and outline a timeline for noticeable improvements. Providing them with sufficient time to rectify issues is fair and necessary.
Consider Alternatives – Persistent problems may necessitate a change in vendors. Begin by compiling a list of potential replacements and engage with them to understand their offerings. Additionally, prepare a detailed request for proposals for the new services. Informing your staff about the impending change ensures they are prepared for the transition.
Navigating the complexities of janitorial services requires clear communication, objective measurement, and a readiness to make changes if necessary. Following these guidelines can help maintain your facility’s cleanliness to the standard you expect.
