Cleanliness, like beauty, is subjective—it’s all in the eye of the beholder. If you asked ten people what “clean” means, you’d likely get ten different answers. This variability can make it tricky to determine if your cleaning service is meeting your expectations.
To ensure your facility is maintained to your standards, it’s essential to define what “clean” means for your business and take steps to hold your cleaning vendor accountable. Here are some tips to help you set clear expectations and address issues if your janitorial services fall short.
Setting Clear Expectations
Since “clean” can mean different things to different people, it’s crucial to avoid vague descriptions and instead create a detailed scope of work. This document should outline specific cleaning tasks for each area in your facility—such as offices, restrooms, and breakrooms—and the frequency for each task (e.g., daily, weekly, or monthly).
For example, instead of simply requesting “clean bathrooms,” your scope of work might specify, “Restock toilet paper and soap dispensers daily, clean and disinfect sinks and countertops daily, and deep clean tile grout weekly.” The more precise you are, the easier it is to ensure your expectations are being met.
Measuring Success
Once you’ve established a scope of work, you’ll need tools to track your vendor’s performance. Here are three measurable and straightforward metrics to help monitor their effectiveness:
- Complaint Volume
A good cleaning program reduces distractions, like unemptied trash cans or dirty floors, by minimizing complaints from employees. Track the number of complaints you receive—these should decrease as your cleaning service improves. - Response Time
Your cleaning vendor should provide a simple way to report issues, such as through email or a client portal. Keep a record of how quickly they respond and resolve problems. A consistently slow response can be a red flag. - Inspection Results
Routine inspections are critical to ensuring that cleaning tasks are completed according to your scope of work. Ask your vendor to share their inspection reports with you, or conduct your own spot checks to verify their performance.
Addressing Problems
Even with clear expectations and metrics, problems can arise. If your cleaning vendor isn’t meeting your standards, consider these steps to get back on track:
- Have a Conversation
Schedule a meeting with your vendor to discuss specific issues and identify potential causes. For instance, if response times have worsened, ask, “We used to hear back from you within three hours, but now it takes two days—what’s changed?” - Reiterate Expectations
Review your scope of work with your vendor and set a timeline for improvements. Give them the opportunity to correct the issues. - Explore Other Options
If the problems persist, it may be time to consider switching providers. Research alternative vendors and use your scope of work as a guide when soliciting quotes. Be transparent with your staff about the transition to ensure a smooth changeover.
Define Cleanliness with Confidence
Don’t let vague definitions of “clean” impact your facility. A clear plan and the right vendor can make all the difference.
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