TheJanitorialStore.com

In honor of The Janitorial Store's 10 Year Anniversary Celebration, we gave away 10 Lifetime Memberships throughout the year.

In our last survey we asked cleaning business owners to describe their employee training process.

Since the month of October marks our 10 Year Anniversary at The Janitorial Store, we have chosen not one winner, but 4 winners! Here are our winners of this month's Lifetime Membership:

Carlton Norris, OMEX Cleaning Service, San Diego, CA
Jim Hilburn, The Cleaning Authority, Richmond, TX
Michael McLane, CML Commercial Cleaning, Houston, TX
Sarah Hughton, Golden Rule Cleaning and More, Springfield, IL

NOTE:We had 133 responses to our survey, but the vast majority of respondents described their training process in 2 or 3 short sentences. Really? Can you really explain your entire training process in one short paragraph?

Most do not have any formal training program, and simply use the "shadow" approach to training. This is where your new employees "shadow" the trainer, observing first, then doing the cleaning themselves. Some do this for a day or two, some for a week or so. There are two problems with this approach:

There is a lack of consistent training, which leaves you wide open to claims down the road of employees saying; "no one ever told me I had to do that", or "no one ever showed me how to do that".
If you leave it up to one of your best cleaning technicians to do the training, how do you know they're training the way you want them to? We've seen it time and time again, where the "trainer" has picked up bad habits over time and the owner isn't even aware of it until one of their newer employee's cleaning isn't up to par. Upon further digging, you find out they're not being trained properly.

And one more thing. Only a handful of respondents mentioned Customer Service Training. Even if your employees rarely see the customer, this must be part of their training because they are the face of the company that your customers see. And if they are representing your company without knowing how to behave or speak to your customer, you are opening yourself up to a host of problems.

We hope that this is a wake up call for many of you who lack a formal, detailed and ongoing training process for your employees. Think carefully about how you can give your employees the best chance for succeeding at your company. Not only will it make them happier employees, it will improve high employee turnover and make your life much easier too! After all, wouldn't you rather lose a well-trained employee instead of retaining an employee who is not well-trained and does a poor job of cleaning? That being said...

Here are our survey winners' responses:

Carlton Norris, OMEX Cleaning Service, San Diego, CA

The training starts with video training. Each employee goes through six (6) hours of video training on various topics. We start with the basic cleaning video, then on to specific videos such as restroom sanitation, slips and falls, carpet and floor care, HAZCOM GHS, and others. After the video, each employee is asked about their understanding of what was explained in each video.

After all the videos are watched we conduct hands on training at the office. In the office there is a lounge, three offices, a store room, a small kitchenette, and a restroom. The office is comprised of carpet, VCT, blinds and curtains, various matting, a table with four chairs, and various shaped windows and mirrors. Trainees are shown how to use the equipment, the proper wear of items, how to use the dilution control system, the correct item for the correct job, and how to maintain the equipment and tools for proper use and wear.

Then the trainees do hands on cleaning in the office. As they are doing this they are being instructed on the correct techniques, time saving tricks, and lessons learned. Once the video and hands on training is complete, the trainee is taken to the facility they will be working at. The first day of training on site involves the trainee shadowing the trainer. No, or very minimal, work is performed by the trainee. Their sole jobs is to watch and listen to what the trainer is teaching them. Questions are encouraged and the trainer explains everything in detail to the trainee.

The second day the trainee conducts the cleaning under instruction. Everything is documented on an on-site training check list. As each task is performed correctly, that task is signed off. Once the trainee completes their training card, it is signed but the trainee and the trainer, and entered into the employee's files. The employee is then placed on probation with their first evaluation within two weeks. The next evaluation is at a month and the final is at the two month period. If all evaluations are satisfactory, then the employee is removed from probation and given a pay increase. At OMEX San Diego, we are always looking to improve our training and believe that there is always more to learn or refine.

Jim Hilburn, The Cleaning Authority

Day 1: Orientation. Expectations, Introduction, and Safety Training Video.

Day 2: How To Clean Bathrooms. Video with Trainer explaining and demonstrating the process, then hands on training of bathrooms with trainer - working as a team of 3 (trainer & trainee, plus one additional cleaner).

Day 3: Repeat of day 2, but Kitchen is the area of training.

Day 4: Repeat process of day 1 and 2, but focus on dusting process.

Day 5: Same process with focus on Vacuuming and mopping. Review with manager on how week 1 has gone, feedback from manager, trainer, and trainee - identifying if trainee is ready to go out and work as a team of 2 (our normal process) with their trainer.

Days 6 - 10 will be working with trainer as a team of 2, becoming accustomed to normal cleaning process, honing cleaning process while beginning to build their pace. Quality Inspectors will visit during the 10 day training and observe, visit with trainee, learn of any questions or requests, provide feedback and coach trainee.

End of 10 days, trainee is "signed off" on, or additional training required is identified. If additional training is required, that is identified and planned to be address the following week. If "signed off", trainee may be assigned to a team or become a "floater" supporting the team in need each day.

Investing in the training and development of your employees is always a good choice. Your employees are the ones who deliver your services so without well-trained employees your business will suffer.

Michael McLane, CML Commercial Cleaning, Houston, TX

Our company has several types of training. We conduct meeting-type training where there is instruction given by written material, videos, discussion, or group talks. The topics vary from housekeeping, SDS sheets, hazardous materials, janitorial safety, site-specific specifications, property rules training that includes key card or key control, security, policy & procedures.

It is so important to have an employee orientation, then follow up with ongoing weekly training either in a team meeting setting, providing a comfortable setting like a conference room, or where the specific training is going on and the meeting will be at that location. First the training is conducted with the group, and then each individual will take a turn showing their competence to perform the task. Doing this type of training takes some time but the rewards of having a well-trained crew is the payoff. I could write a book on how important this investment is and the rewards it pays forward.

Sarah Hughton, Golden Rule Cleaning and More, Springfield, IL

A new hire first does orientation in the office, generally at this time we do paperwork and go over employee handbook, then I ask them a blank paper and ask them to write down what they clean in each room. I use this to give me a reference of what they think cleaning involves. Then we watch some cleaning videos, talk about team dynamics, and how to navigate in a team environment.

Then I let them watch me clean a kitchen, bathroom, and dust. Then I let them do it and watch them.....then we work together for the next week and a half.....this has worked when it comes to general cleaning but it has not been proven for deeper cleaning. I have noticed that my staff will wipe a fan down but if it is super dirty van they won't go the extra step to get a ladder and brush and deep clean the van. I won't restrict this to all my staff but I will make this judgement on the new hires. So now I have pointed out during training on when it is necessary to do deeper cleaning.

Following are additional responses from cleaning business owners on their employee training process:

We go over the Cleaning Doctor manual, and then do the safety manual book and CD take test. Then we go over the general cleaning booklet and CD. Then after that a week on the site if not already there and do hands-on training. And do follow up for the next seven days. To ensure they are doing it right and not missing anything. And go over anything we need to relearn or to get better at.

We first start with some tutorial videos on how to clean certain areas such as Bathroom cleaning and the proper way to dust and so forth. All of these videos we have purchased from TJS and then quiz them on that. We go over some safety videos and proper procedures on lifting objects as well as protective procedures, OSHA requirements and explain to them the SDS book.

Day 1 - orient on company, products, services, health n safety and handbook.

Day 2- products and services train and test

Day 3- kitchen n bath train n test

Day 4- Dust, vac and recycling train and test

Day 5 - day 10- in home along supervisor bedrooms, tricks of the trade and intro to time testing.

They read our training manual in parts (not everything at once) and take quizzes. First day of training is one on one where they watch someone clean then they clean themselves and are watched/corrected. Then they go on a team where the supervisor corrects their mistakes and offers advice. Then they are pulled from the team once a week or so for more one on one training.

We use a combination of videos and practical demonstrations. We have new employees visit the office where we take them through office policies, customer service, and other general matters. We then schedule training on the various areas that would be covered with assessments at the end of each day. When proficiency is demonstrated we move to the next area until completed. Normally a week is what we consider enough to get the team adequately prepared.

First day is spent cleaning our office, shop and maybe even my home. This is done whether it needs it or not so the new employee can be familiar with our products and procedures and expectations. The next 3-4 days is overseen by a supervisor on actual jobs. The next week the new employee is teamed with an experienced employee and is gradually "weened" away from the experienced employee as he/she and we become confident in their ability. During this time the new employee is expected to familiarize herself with ALL of the products we use. They must know safe handling and use procedures and they must know the SDS for the products by the end of the 2nd week on the job.

Initial Saudi Arabia Ltd is the first accredit training organization from BICSc, The British Institute of cleaning Science. We train our employee in 3 main basic units, chemical handling, safe assembly of equipment and storage of equipment and materials.

Review our manual with the new hire, explaining everything in detail.
Show them how we would clean a bathroom, a kitchen and a dry room.
Have them shadow an experienced cleaners for one or two days.
Have them review the notes for each house and clean bathrooms, the training worker reviewing their work.
Same for kitchens then dry rooms.

When I hire a new employee its usually to take over a cleaning job and I have them meet me there and clean with me and I show them what needs to be done. I explain to them the right way to clean and the right products to use. I also have them watch the Janitorial Store video and then give them a quick quiz on it.

Walk through building, walk through assigned area

Day 1 -Observe Only, person training will do entire assignment, new hire will follow with a written task list, trainer asks new hire questions from task sheet.

Day 2 - Refresh main points from day 1, answer questions, ask questions. Today new hire assists with the cleaning, if a restroom, trainer cleans toilet, sweep, dust. New hire cleans sink area, mops, wipes.

Day 3 New hire "Cleans All" following the buildings task sheet, Trainer overseas, asks important questions and coaches.

The reason why I will train my employees for 5 days is because want them to feel comfortable of enough to be able to perform our cleaning systems for our clients with fear of not being overwhelmed. I'm also going to train my employees at the office and on site to help them to get familiar with different building plan layouts.

Explain use of chemicals, explain cleaning process, explain expectations of company, demonstrate use of chemicals, demonstrate cleaning process, repeat until trainee is proficient.

Customer relations
Cleaning Methods
Health, safety
Hygiene
Correct use of equipment
Cleaning Process
Cleaning Equipment after use
Correct use of Chemicals and Ratios

The first week is theory, understanding products, and services, texture cleaning, customer service. The history of the company its policies and procedures. Then a test.

Week 2 is practical on the job training with a test at the end of the week. Then the staff is monitored for another two weeks.

Introduction to Office Cleaning with video by The Janitorial Store.

Safety Training/OSHA

Chemical Hazards/GHCS

Policies/Procedures

Field Training with experienced employees

A manager and owner will both go on the very 1st night to work the account to make sure that the scope requirements and the time allotted to clean the account are in sync. After that initial cleaning night our cleaning specialist clean with our guidance. We take them to clean the restrooms first so that we can show them how to properly use the chemicals. Then we show them cleaning techniques for every other area. We show them how to dust top to bottom center of the room outwards and to vacuum last. We teach them how to be swift yet thorough.

Each home and business is different in all aspects as well as the fact that commercial cleaning is a completely different beast than residential. All employees do two cycles of 80 hrs of training...80 commercial and 80 residential. I want my employees trained in all aspects of the cleaning process, complete knowledge of chemicals and all the little things that are left unseen.

When they hired they are given instructions with company info, whom to call, what to do in certain situations, how to communicate with clients etc.

On site we usually go over the list that was presented by client and their expectations. Also we train them how to clean specific areas and do some tasks. They are also trained on what to use and how to use chemicals.

They are given responsibilities and requirements like supply level report.

They are explained that they can't be late, need to notify in advance about absence etc

The training process is simple. First I explain to them how to do the job, then I demonstrate or show them how to do the job and then I ask them to do the job and let them demonstrate to me, that they have understood the process.

I will train them on limited processes and introduce other processes after they have demonstrated that they have fully grasped what has initially been learned. I find that this way, I am not overwhelming a new trainee with having to learn it all in one night.

Me and the new employee go out on a job together. First, I show the employee how to keep their schedule and how to use GPS navigation to arrive 15 before the job start time. Then, once we are at the job location, I show them how to perform a walk-through of the home. I then instruct them on the required tools and products for each room/area we are cleaning. I also show them the different surfaces/floors and what is needed for special surfaces. I them show them how to navigate through the home in a timely fashion, using my technique. Once we have completely cleaned the home, I give them a test of what we cleaned, and what products we used. This process is repeated with the new employee for at least a week.

1st, 2nd and 3rd day is in our office, which is the theoretical aspect. Day 1 is an introductory lecture about our company and knowing the difference between a commercial and residential cleaning. Day 2 is all about your dressing style and how to handle your client with every sense of humility and punctuality to work. Day 3 is about detailed job and accuracy. Day 4, 5 and 6 is always on the site that's the practical period. Train them on the use of different kinds of machines and techniques in achieving a wow job. Day 7 is always test and defense on all they have learn so far.

It needs help! :) Refining would be a better word. First day is handbooks, legal paperwork, tour of office, videos of clothes, supply buckets, and apron usage, then we go over our dusting 101 which covers high/low dusting, vertical/horizontal dusting, refill issues. They go home with notes from videos for the tests and a package of our list of services detailed with what we do in what areas, dusting 101, speed cleaning rules, and tips and tricks.

2nd day, arrive at normal time with rest of employees, prep their personal supplies (gone over in videos), and introduction to everyone and the trainer. We prefer they start training here in the office with the dusting, and then go into some locations for dusting. At times they just start in the field on the 2nd day, still just dusting. New hires can watch the videos again, and test after 2nd day.

Once they have completed at least 10 hours and have less than 3 mistakes consecutively, and missed less than 3 answers on the test, they move on to the next section in this order; dusting, floors, baths, kitchens.

We walk them though our facilities provide them with keys and alarm codes (after their back ground check). We have a designated work area where our vendor has kinda provided us to properly training our crew-members. At this location they are trained to represent our company if any questions are asked about us they are also provided our company handbook, we teach them how to properly clean work stations, floors, kitchens and restrooms (there is more to our training then this but, I can say that this is the extent to our overall training). Making our crew-members feel like they are truly part of a working family!

Initially meet at office to go over chems,uses and hazards, msds, hazard communication, safety program, policies and procedures by owner. After that is completed experienced employee has them work with them for the first month showing them all the details of the job for the first month. They get a raise above minimum wage when they can work unsupervised and get 85% or above inspection rating.

The Supervisor or Manager should walk the new employee thru the site. The janitor's closet and equipment should be pointed out and an explanation of how to organize and keep the janitors closet clean, neat and orderly. The proper equipment usage and how to inspect the equipment (ie: back pack vacuum, etc). The employee should also review the training videos online provided by Corporate to get a complete understanding on the Capture and Removal process. There is a training video produced for almost every type of cleaning process that should be reviewed.

Training Process for Cleaning Technicians

Download the Roadmap to Hiring Success

It is time to fine-tune your hiring process? Your hiring process includes getting the "Legal Stuff" set up correctly, writing job descriptions, setting up your pay scale, writing your ads, recruiting candidates, interviewing and asking the right questions, onboarding and training

Make it easy on yourself and use the roadmap to plan you hiring process today!

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Training Process for Cleaning Technicians

Training Process for Cleaning Technicians

In our last survey we asked cleaning business owners to describe their employee training process.

Here are our survey winners' responses:

Following are additional responses from cleaning business owners on their employee training process:

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