10 Tips for Proper Behavior When Cleaning Around Tenants

The perception most people have of janitorial cleaners is that they are lone workers, walking through empty offices as they collect trash and vacuum hallways. That may have been true in years past, but in today's fast paced business culture, building tenants are working longer hours, coming and going late into the evening.

Learn Proper Behavior Around Tenants

It is important today that your cleaning technicians understand proper behavior when cleaning around tenants.

The image of your cleaning business is greatly influenced by the way your cleaning technicians work around, interact and communicate with people working in the building. If you don't think that customer service skills are necessary for your cleaning technicians, you are mistaken.

Just because you're in the cleaning business doesn't mean you or your technicians will never come into contact with the people who work in the buildings. By preparing your cleaners to quietly move about as they perform their cleaning tasks and to positively and properly engage tenants or visitors, you may just save yourself some phone calls from upset customers.

TOP 10 Behavior Tips When Cleaning Around Building Tenants:

1. Learn and Remember Tenants' Names: Even if they haven't learned yours in five years! Using their names builds rapport; a kind of simple fellowship that can pay big dividends when problems pop up.
   
   
2. Grow Thick Skin: People are going to complain, and complain they will! If a tenant points out a single paper clip that was missed during vacuuming; after you've just busted your butt cleaning up an unnecessary mess they caused, just smile, nod and say, "Thanks, I'll take care of it right away!"
   
   
3. Don't Use Cell Phones or Customer Telephones: There should be no receiving or making personal phone calls or texting during working hours. Phones should be placed on vibrate and only business-related calls should be taken There's something about a cleaning technician talking on their cell phone that really bugs people. If you must use your cell phone to contact your supervisor, move to a private area so not to disturb tenants. Only in the case of an emergency should a customer's phone be used.
   
   
4. No Smoking: There will be no smoking in all areas of the customers' facility, including outside the customers offices/building. There is nothing worse than having to smell residual smoke odors on a person returning to the workplace, working around tenants, visitors, or even other co-workers.
   
   
5. No Eating While Working: Eating is only allowed while on a break, and only allowed in pre-approved lunchrooms - never office areas or while working. Don't be chewing gum or sucking on a piece of candy while talking to a tenant or customer; it's just not appropriate. And as tempting as it may be, never eat the customer's complimentary cookies or candy, unless it is offered.
   
   
6. Playing Music: You may have a no-music policy in your company. But if you allow employees to play music, make sure they keep the volume low, and only use one ear bud. Doing any job while wearing a headset or ear buds can be dangerous - you can't hear someone coming up behind you, you can't hear motor sound changes on the vacuum, emergency alarms, and so on. Also, turn it off when working within close proximity of building tenants.
   
   
7. Never Moan and Groan: Even if someone tracks in mud on your just-vacuumed carpet or newly mopped floor. We all have our moments; just don't do it in front of anyone, ever. People don't want to hear it - they have their own problems. Exude enthusiasm while on the job, it can be infective.
   
   
8. Don't Use Crude or Profane Language: A four letter expletive every other breath, will offend even fellow swearers. This holds true for “dirty” jokes also. Foul language is unacceptable in the workplace, period. Whether you are speaking to a co-worker on a break, or are engaged with a tenant who is spewing out the “f-word,” profanity is offending to some, so don't use it.
   
   
9. Noise! Make as Little as Possible: Cleaning noise really irritates people. They hate clanging, banging, squeaking wheels, etc. Tenants may not say anything, but inside they're seething. Whistling and singing, believe it or not, are included here too.
   
   
10. Be Polite and Use Common Courtesies: Look people in the eye and say "Hello" and smile as you walk past someone in the hallway. If someone is working at their desk, be polite and don't interrupt. If you must, say "Excuse me, may I empty your trash?"  Understand that you have tasks to complete and have a schedule to meet, but never be too busy to say “hello, please, thank you, or sorry.”

It is more important than ever to make sure your cleaning technicians have their name badges on, wear clean uniforms, practice personal hygiene, and are instructed on how to interact with the building's tenants and visitors.

You may also want to consider investing in newer, quieter cleaning equipment. Battery-operated and super quiet equipment available today have much lower decibel outputs than older, motor-driven equipment and will certainly pay big dividends when cleaning around noise-sensitive environments.

One more thing; make sure that all cleaning technicians follow the necessary parking rules. The last thing you want is to have one of your cleaners parked in a tenant's parking spot, thinking it's no big deal since it is long past working hours.

Cleaning technician/tenant/visitor interaction is on the increase and by following the simple rules of engagement and proper behavior; you and your cleaners can avoid conflict and unnecessary disruptions to the building tenants and visitors.

Customer Service Training Program for Cleaning Technicians (PDF Download) Your customers generally judge you, your reputation, and your quality of service by the way your employees handle themselves and deliver on the promises you make. Do your employees really know how to represent your company in the way you want it to be represented? The Customer Service Training Program for Cleaning Technicians will pay big dividends for your customers! Why is customer service training so important? 96% of unhappy customers don't complain, however 91% of those will simply leave and never come back. – 1st Financial Training services One unhappy customer will tell 9 to 15 people about their experience. - White House Office of Consumer Affairs 70% of buying experiences are based on how the customer feels they are being treated. – McKinsey It takes 12 positive experiences to make up for one unresolved negative experience. – “Undertanding Customers”  by Ruby Newell-Legner

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