Is your cleaning company falling short?
Setting Expectations
It can be challenging to determine whether a cleaning company is not fulfilling your expectations. We've put together this article to help you establish meaningful expectations with your cleaning service provider. Additionally, we've provided some useful tips on how to proceed if your cleaning vendor is not meeting your needs.
The Challenge of Defining "Clean" in Facilities Management
The definition of "clean" can vary from person to person, much like the concept of beauty. As a result, developing a standard for cleanliness can be difficult, particularly when it comes to managing facilities. This can lead to frustration for both you and your cleaning vendor. Rather than relying on a vague definition of "clean," it's better to establish a well-defined scope of work. This document should outline the specific tasks to be completed in each area, such as offices, restrooms, and break areas, as well as the frequency of these tasks, such as daily, weekly, or monthly. After you and your vendor have agreed on the scope of work, routine inspections should be conducted to ensure that the tasks are being completed as specified. This approach provides a clear standard for cleanliness and ensures that expectations are being met.
Determining the Effectiveness of Your Cleaning Company
If you're struggling to determine whether your cleaning company is meeting your expectations, there are a few metrics you can consider that will help you keep things in check. Here are three key metrics to consider:
· Number of Complaints – Reducing the number of complaints is one of the primary goals of any janitorial program. To keep track of issues, maintain a log of complaints that have been received. You can easily use your email inbox to keep track of these issues. Even if the complaint is verbal, you can simply send yourself an email message to add to the log.
· Response Time – Establish a method for submitting service requests to your cleaning vendor. If they don't have a service portal, email is an effective means for submitting these requests. Keep a log of response times and note when the service issue was completed.
· Inspection Scores – Inspections are essential to any cleaning program. Request that your vendor submit inspection reports to you once they've been completed.
These metrics are mostly objective, easy to manage, and can help create accountability within your cleaning program.
Dealing with Underperformance from Vendors
While setting expectations and measuring performance can increase the likelihood of success, they do not guarantee it. If your vendor is underperforming, take these steps to get your program back on track:
· Schedule a meeting with your vendor – Get to the bottom of the issues by asking specific questions like "What is causing such high turnover on my cleaning team?" or "Why are you taking two days to respond when you used to reply in three hours?".
· Reiterate your expectations – Remind your vendor of your standards and establish a timeline for improvement. Give them enough time to resolve the issues.
· Prepare for change – If the problems persist, be prepared to switch vendors. Create a list of potential replacements and meet with each one. Create a well-defined proposal for services, then inform your team of the changes so they can be prepared.
