Figuring out if your cleaning service is doing a good job isn’t always straightforward. This article will help you define what “clean” means for your organization and offer advice on how to handle situations where your cleaning company might not be meeting your expectations.

Establishing Clear Expectations for Cleanliness

Asking different people to define “clean” might yield as many different responses as asking them to define “beauty.” This subjective nature of cleanliness can make it difficult to set universal standards. Instead of relying solely on personal perceptions of clean, it’s more effective to develop a comprehensive scope of work. This should clearly list the specific cleaning tasks required in each area of your facility, along with how frequently each task should be performed. Confirming this scope with your cleaning provider ensures that both parties agree on what constitutes adequate service.

Objective Metrics for Evaluating Cleaning Performance

With the subjective nature of cleanliness, it’s vital to have objective measures to evaluate whether your cleaning company is living up to expectations. Here are three essential metrics to consider:

• Complaint Frequency: The primary objective of a cleaning program should be to minimize complaints, which could range from issues about cleanliness to supplies not being replenished. Keep a detailed record of all complaints, noting them in a dedicated log or email folder.
• Response Time: Effective communication with your cleaning provider is crucial. Establish a straightforward method for reporting and tracking issues, whether through an online service portal or a simple email system. Monitor how quickly problems are acknowledged and resolved.
• Inspection Results: Regular inspections play a critical role in maintaining cleaning standards. Ensure that your cleaning provider regularly submits inspection reports, which will help you monitor the quality and consistency of their work.

Taking Action When Standards Are Not Met

Even with the best-laid plans, sometimes a cleaning service might not meet your standards. Here’s what you can do if you find yourself in this situation:

• Dialogue with Your Provider: Openly discuss the issues with your cleaning provider. Specific questions about changes in staffing or delays in service can uncover underlying problems.
• Clarify Expectations: Reiterate your expectations and outline a clear plan and timeline for improvements. Ensure your vendor understands the consequences of failing to meet these standards.
• Consider a Change: If persistent issues aren’t resolved, it may be time to look for a new cleaning provider. Start by identifying potential replacements and request proposals for their services. Make sure to communicate potential changes to your staff so they are prepared.

By establishing clear definitions and expectations, using objective metrics to evaluate performance, and being prepared to make tough decisions, you can ensure that your cleaning service effectively supports your organization’s needs and maintains the high standards of cleanliness you require.