And What Steps to Take
There are several reasons why your cleaning company might not be delivering the quality service you expect. Maybe they underestimated the job, went through a change in ownership, or perhaps other clients have taken priority over your business.
So, how can you tell if your janitorial service is no longer fully committed to your facility? Here are SIX warning signs that your cleaning provider might be falling short.
1. Rising Complaints from Your Employees Your cleaning crew should make your job easier, not harder. While an occasional complaint is normal, frequent remarks like, “We keep running out of supplies in the break room,” or “My desk hasn’t been cleaned in ages,” could indicate that your cleaning company is no longer giving your account the attention it deserves.
2. Reduced Communication from Your Service Provider When the contract first started, the management team was probably very present and communicative. But now, how often do you actually hear from them? If proactive communication has dwindled or stopped altogether, it might be a sign that your account is no longer a priority.
3. Slow Response Times to Issues Mistakes happen, but when you report something like overflowing trash cans and receive a slow response, it’s a problem. If your calls and emails are met with delays, it could mean that your contractor is either overstretched or has lost interest in your account.
4. Frequent Changes in Cleaning Staff The cleaning industry is known for high turnover—sometimes as much as 200%. While some staff changes are normal, if you’re constantly seeing new faces, it could point to deeper issues with the management or contract. If an entire crew is replaced without notice, that’s an even bigger red flag.
5. Outdated or Broken Equipment Is your cleaning team using equipment that looks like it’s seen better days? Are they using tools that are clearly worn out or even broken? If so, it’s a strong indication that the contractor is no longer investing in your account.
6. Constant Changes in Your Primary Contact One of the clearest signs of trouble within a cleaning company is high turnover in their management roles. If your main contact person changes frequently, it might be a sign that there are underlying problems within the company that could impact your service.
How to Address These Issues
If you’re noticing these warning signs, here’s what you should do:
1. Meet with Your Vendor, Discuss Concerns, and Seek Explanations Bring specific examples to the table: “Why is there so much staff turnover on my cleaning crew?” or “You used to respond within hours, now it takes days. What’s changed?” Dig deeper to understand the root cause of the issues.
2. Clearly Define Your Expectations It’s possible that service expectations weren’t fully communicated at the start of your contract. Your vendor might not realize what’s most important to you. Make sure to clearly outline your expectations and give them an opportunity to resolve the problems.
3. Be Ready to Move On Many janitorial contracts include a 30-day termination clause for service issues. If you don’t see any improvement after addressing your concerns, be prepared to seek out a new vendor.
4. Prepare an RFP Once you’ve put your current vendor on notice, start drafting a Request for Proposal (RFP). If your vendor doesn’t improve, you’ll be ready to start the process of finding a new service provider. If things do get better, you’ll have an RFP ready for when the contract is up for renewal.
By recognizing these warning signs and taking action, you can ensure that your facility is maintained to the standards you expect and that your cleaning services continue to meet your needs.
