There are times when it’s easy to see your cleaning team isn’t meeting your standards. Other times, it’s not as obvious. This article will help you better define what “clean” means for your workplace and offer practical steps to take if your current cleaning provider isn’t delivering the results you need.
What Does “Clean” Really Mean?
If you asked a group of people to define “clean,” you’d likely get a range of answers. It’s similar to asking someone to define “art” or “style”—it’s based on personal views. That’s what makes “clean” such a tricky word when it comes to managing a facility. If you’ve ever had to field conflicting opinions from staff or clients about the state of your building, you know how frustrating that can be.
To avoid confusion, it’s best not to leave cleanliness up to interpretation. Instead, build a clear and specific scope of work. This document should outline exactly what tasks need to be done, in which areas (offices, restrooms, lobbies, etc.), and how often (daily, weekly, monthly).
Once this plan is in place, both you and your janitorial team can use it as a guide during regular inspections to make sure nothing is overlooked.
How to Measure Cleaning Performance?
Since everyone has a slightly different idea of what “clean” looks like, it’s smart to rely on objective ways to assess your cleaning company’s performance. Here are three effective metrics you can use:
- Complaint Tracking – A solid cleaning program should help reduce disruptions and complaints. If you’re hearing things like “the bathroom’s out of supplies” or “the trash hasn’t been taken out,” keep a simple log. Emails or even quick self-notes from verbal comments can help you track how often issues come up.
- Response Efficiency – Make sure there’s a clear method for submitting service requests—email is fine if there’s no formal portal. Then pay attention to how quickly your vendor responds and resolves problems. Timely follow-up is key to reliable service
- Inspection Reports – Ask your cleaning company to perform and share regular inspections. These reports can give you a clearer picture of what’s being done well and what might be slipping through the cracks.
These performance indicators are straightforward, measurable, and help promote transparency between you and your service provider.
What to Do If Your Cleaning Company Isn’t Cutting It
Since everyone has a slightly different idea of what “clean” looks like, it’s smart to rely on objective ways to assess your cleaning company’s performance. Here are three effective metrics you can use:
Even with clear expectations and good tracking in place, performance can still lag. If that’s the case, here’s how to approach it:
- Start a Conversation – Sit down with your vendor and bring up specific issues. Ask thoughtful, direct questions like, “What’s causing the delay in service responses?” or “Why are we seeing new faces on the crew so often?” You’re looking to get to the bottom of recurring problems.
- Restate Your Standards – Remind them of your original expectations, and agree on a reasonable timeframe for making improvements. Clear communication and a second chance can often turn things around.
- Look for Alternatives – If problems persist, begin exploring other janitorial providers. Compile a shortlist, meet with them, and ask for detailed service proposals. Let your staff know about any upcoming changes so they can prepare for the transition.
