Jean Hanson

Pandemic flu continues to be an issue worldwide. In our two-part article, we are discussing how cleaning business owners are affected. In the last article we talked about what you need to do internally within your organization to prevent the spread of swine flu/H1N1. Now we will move on to how you deal with your customers in a pandemic crisis.

As with any successful service-based business, being proactive will benefit you greatly. Contact your customers to acknowledge any concerns they may have and let them know you are taking steps to deal with them. For cleaning companies who have already been cleaning with health in mind, many of the procedures are already in place. Imagine the reaction of your customers if they hear from you that you are already using the appropriate cleaning products and procedures, but just wanted to let them know you will be aggressively monitoring the standards that already exist. That would go a long way to reassuring to your clients and showing them that you are an expert in the industry!

In crisis times such as these, you may want to suggest to your customers some additional services that give attention to what we call "touch points." Touch points are high use, high risk areas of buildings and homes that are frequently touched by human contact. Common examples of these points are faucet handles, door knobs, telephones, keyboards, light switches, toilet handles, and refrigerator handles. There are many others, so just think about any surface where people put their hands during the course of daily use. Let's face it, not everyone washes their hands as often as needed, and realistically given the number of people who come in contact with these surfaces, you can expect there to be germs. ASSUME there are germs, and treat these areas appropriately using the chemicals and procedures outlined in Part 1 of this article.

Many customers may appreciate any recommendations you may have to help fight the spread of the H1N1 virus. As hand washing is so critical, suggest setting up any sinks that are available as additional hand washing stations. Make sure to supply soap and paper towels at each station. Several points of access to hand sanitizers out in the open will remind everyone how important hygiene is during this time. A bottle of sanitizer in a closet or buried in someone's desk won't help a bit if it's not used. This also serves as a reminder to WASH YOUR HANDS frequently.

If you are a green cleaning company, talk to your clients about how your cleaning techniques, such as use of color coding to prevent cross-contamination, can aid in the fight against disease. However, under these unusual circumstances, you may want to discuss the temporary use of more traditional “disinfectants” and disposable items to help kill germs and perhaps ease the minds of those who occupy your buildings and homes. Special times may call for special measures, but assure them you stand by the concepts of green cleaning.

You do not want to “scare” people into using the services you offer, but for future use you may be able to market your company as having the ability to combat this and other contagious disease through the use of proper techniques. You may want to include this in any marketing literature or on your website. You can also generate revenue through additional carpet cleaning and sanitization, as health concerns are now headline news.

No one knows when this current crisis will end. One benefit we can get from this is the creation in the public's mind about how important a healthy environment can be. In a business oftentimes maligned as being lowly or menial, you play a crucial part in preventing the spread of this virus in the general public. Take an active role with your customers in this effort, and be sure to follow proper procedures. Take what you have learned here and through your own experiences during this time, to strengthen your business and help achieve the success you strive for.

Be sure to get a copy of the Pandemic Preparedness Manual in the Download Library - http://www.thejanitorialstore.com/members/programs/fileinfo.cfm?id=231&action=display

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Jean Hanson helps owners of small cleaning companies build a more profitable and successful cleaning business through her online community at TheJanitorialStore.com. Read inspirational cleaning success stories at http://www.cleaning-success.com, and sign up for weekly cleaning tips at http://www.TheJanitorialStore.com.