Why Do Businesses Change Cleaning Companies?

It is to your benefit to know the most common reasons why businesses decide to switch cleaning companies for two reasons:

1. When you are building your company and contacting potential new clients, you can stress how strong your company just happens to be on the very issues that may be troubling in their current situation. Perhaps you can then persuade them to switch to your cleaning business.
   
   
2. You want to avoid the issues yourself so that your own clients don't change cleaning companies.

Why Businesses Decide to Switch Cleaning Companies?

Commercial cleaning businesses face many challenges, but clients only pay attention to what is important to them (hint: it isn't just the cleaning). Read on for the two most common complaints that businesses have about their cleaning companies.

1.   Level of service:

Many facility managers or business owners complain that although the level of cleaning was perfectly satisfactory at the beginning of the contract, it has deteriorated since that time. Steps are skipped, and nothing looks quite as bright and gleaming as it used to. Schools and offices have particular cleaning needs that must be met. Also, cleanliness is especially important when COVID measures are taken into account. According to Clean Link, lack of cleaning quality is responsible for losing the average cleaning company 55% of its customer base every year.

Solutions:

• Start by adequately training your employees. Some of the people you hire will have worked for other companies and will need to become familiar with your cleaning protocols. Other employees may have been hired for their promises to work hard or because you were desperate and didn't have any other options. Either way, they need initial onboarding training to learn consistent and efficient techniques. They will also need ongoing training to reinforce existing knowledge as well as to stay up to date with new products and equipment.
  
  
• Training can consist of a combination of in-person, demonstration, and online sessions. You must never assume that just because a person has been taught something that they have actually learned Have employees demonstrate their cleaning prowess before they represent your company in a place of business. Even then, check their work and give feedback, both complimentary and constructive. Tips for Training Cleaning Staff will give you more information about this.
  
  
• All people need to know that their work is noticed and that it matters to be fully invested in its quality. Foster that sense of pride; give praise and incentives for a job well done. According to Hubspot, 69% of employees say that they would work harder if they were better appreciated.
  
  
• You will need to incorporate a system for quality control. This means that no matter how wonderful, diligent, and trustworthy your employees may be, you will need to perform periodic janitorial inspections. Members of The Janitorial Store will find this resource useful: How to Control Quality in Your Commercial Cleaning Company.
  
  
• Make sure that your equipment is up to the task. It's not possible to vacuum efficiently with a machine that has insufficient power or to disinfect with a weak solution. For more information on janitorial equipment, please read our article, Choosing the Right Janitorial Products and Equipment.
  
  

2.   Communication and Customer Service

• Business owners value clear and consistent communication. They need to be able to get ahold of you when they have a problem or need to add extra services. They also need to be able to rely on being “heard” and respected when they speak to your employees. Each one of your employees represents your company as a whole.
  
  
• Business owners also want to deal with polite representatives of your commercial cleaning company. Customer service is so important that according to Hubspot, 90% of Americans consider customer service when choosing a company to do business with.
  
  
• Communication is also a crucial element of operating a safety-conscious business. OSHA warns of the hazards inherent in strong chemicals, certain machinery (such as powered platforms necessary for some janitorial tasks), and flammable liquids. Communication between you and the business you are cleaning for and between you and your employees is vital.

Solutions:

• Train your supervisors and employees to always pass on messages or information from building supervisors, office managers, or site owners. They may dismiss a comment as unimportant that may have a great bearing on your client-company relationship. For example, a comment made in passing about spots on the carpet or the need for clean windows could be a business opportunity for you to offer extra services. A remark about missing food from the fridge, garbage can put back in the wrong place, or an undusted shelf should send alarm bells to you. You are in danger of losing a client if you don't act immediately to rectify the situation. And you can't do that if you don't hear about it.
  
  
• Make sure that all of your cleaners (and office staff, if you have one) are properly versed in etiquette, both for in-person interactions and in telephone calls.
  
  
• Check-in on your customers frequently, even if there doesn't seem to be any problems. A company/client relationship needs constant attention. If any of your clients call you, try to answer the phone by the third ring instead of allowing it to go to voicemail.
  
  
• Like almost everything else, safety is a training
  
  
• Abide by The Hazard Communication Law (Hazcom 29CFR1910.1200), also called the Right-to-Know Law. This makes you responsible for ensuring that your employees have the necessary information about working with hazardous materials. You must notify them of their rights, provide information about the products they are using, train them on how to use chemicals and wear safety equipment properly, and keep records of exposures and training logs.

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