Loyalty is a virtue. So is patience, but how do you know when it’s time to move beyond your current cleaning provider?
Here are four clear signals that your service has reached its best before date:
1. When you don’t get responses to queries or concerns you’ve communicated to your contact. You’re in the dark. Do they plan on responding? Are they doing something in the background you’re unaware of? Have they communicated with the staff cleaning your office? Do they even care that you have an issue?
2. When you have a poor cleaner placement and your provider is reluctant to replace them. Not every location is ideal for every cleaner. It’s not going to get better by ignoring that but it will however, get worse. A poor placement shouldn’t necessarily reflect poorly on the company, not resolving the issue should.
3. When the revolving door of cleaners requires a scorecard. Your provider should keep you in the loop regarding staff changes, especially when they may have keys and alarm codes to your business. If it’s the result of turnover you should question their vetting process and be concerned about security and confidentiality.
4. When your only interaction with management from your cleaning provider is their monthly invoice. Let’s face it, you hired your current cleaning provider so you could focus on your own clients and not have to constantly have cleaning related conversations. Having said that, it would be nice to know your provider is aware of and cares about the cleanliness of your business. Is your current cleaning provider completing a regularly scheduled inspection of any kind in your space so they may correct cleaning related issues instead of waiting for your complaints?
All of these can be frustrating. There may be circumstances that have arisen that have temporarily created these situations. The easiest way to have it not become an issue is through good communication between all parties. Maybe the poor cleaner placement is a result of expectations not funnelling smoothly from you, to the service company, to their staff.
If you do decide to change who takes care of your cleaning, ask some questions you wouldn’t normally think of when interviewing the companies offering proposals: How do they vet the staff they would put in your office? What’s their training process? How do they manage and communicate with their remote operating employees?
What questions are they asking you? Are they drilling down on the real challenges you have, or are they just measuring your square footage? These are the differences that will ultimately determine if your relationship with the next company is successful or just another placeholder until the next issue arises...