Episode 70: Do Your Cleaning Technicians See Things From Your Clients' Perspective?
Cleaning business owners are often frustrated when their cleaning technicians miss things when cleaning. That's because they know what their clients are looking for and can see things from their clients' perspective. But is that how your cleaning technicians see things?
This episode is made possible by The Janitorial Store's Office Cleaning Training DVD. These proven cleaning procedures will help make sure your office buildings are cleaned to your customer's satisfaction.
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Episode 70 - Video Transcription
To many cleaning technicians, janitorial work is just a job. They know they have to empty the trash, do some dusting, clean the kitchen and bathrooms, and vacuum and mop the floors. But are they really seeing the "big picture" when they're finished cleaning? Can they stand back and actually see things through your clients' eyes?
As cleaning business owners, I'm pretty sure you know what I mean by that, because you've walked through a building after it's been cleaned; knowing what's important to your clients. And how many times have you taken care of the "little things" that you know your client will be looking for when they get come into the office the next morning?
Typically, most cleaning still gets done at night. Then every morning your clients come to work. And when I say clients, I'm not just talking about your contact person. I'm also referring to all the people that work in the buildings you clean. So when they come to work, the first thing they see is the entryway. As they approach the front door, they're also observing the surroundings. What are they seeing? Trash on the ground? Dirt and debris along the corners and edges of the entry, and on the window sills? Cobwebs around the door frame? What about the door itself - is it sparkling clean and free of fingerprints?
Next they enter the building, where there is usually a lobby or reception area. Perhaps there are some chairs and a coffee table with brochures and magazines. Are the magazines neatly arranged and the brochures tucked in their holder? Is the entry mat vacuumed, and free of sand and leaves?
After moving through the entry, they may stop in the break room to put their lunch in the refrigerator. What do they see? Are the tables clean and free of spills and crumbs? Are the floors also free of spills and crumbs? What about the chairs - are they pushed into the tables or are the scattered about, making the room look messy?
Next they go to their work area. Is their chair pushed up to the desk? Are there paper clips, staples and small bits of paper on the floor; or is the floor clear of debris? What about their trash can? Is the can liner clean, or is it a sticky mess with worn edges and post it notes stuck to the bottom?
You see your customers are paying attention to the details; and if the details aren't taken care of, they assume the rest of the cleaning must be sub-par too.
So when training your employees, make sure you spend time explaining the things that are important to your clients. Now from your employees' perspective, some of these things may not seem like a big deal. But YOU know they are, and that many clients will call you on it. When your employees start paying attention to the details that are important to your clients, and when they start stepping back and viewing the office through your clients' eyes; THAT is when you'll notice more consistency from their work -- AND fewer phone calls in the morning from unhappy customers.epi
