Ever heard this story before?
Once upon a time, a company hired a cleaning service. They made their decision based upon the following things (perhaps they may not admit it, but nonetheless these factors influenced the decision)
- The people were nice
- They had impressive marketing materials
- I even checked a couple of their reference
- I got three competitive cleaning quotes from other San Diego Janitorial Companies
- I even checked the BBB Ratings to see how many complaints
So why is it that 6 months later I am back in the same boat looking for another cleaning company? And you feel like this…
Your answer is most likely one of two things:
- You actually did not do the above items when shopping for a service, or
- Their is a dis-connect within the actual cleaning company between the “brass” (the people you met) and the actual cleaners.
Let’s talk about number 2.
Why is there a disconnect between management and the actual cleaners?
It usually isn’t from a lack of management actually trying to communicate about the missed dusting, the forgotten toilet paper roll, no paper towels, etc…
It’s that the communication isn’t understood by the cleaner, but instead of admitting that they do not understand, they simply agree, and then don’t do the work requested because they didn’t understand it to begin with.
So why should you care about the internal working of a janitorial company?
Because as a purchaser of Janitorial Services, you need to ask different questions when evaluating your decision, questions like:
- How does your cleaning company handle complaints?
- Can you provide me with 3 customers contact information that you no longer service due to your non-performance (oh -you will learn VOLUMES about the cleaning company from this request.
- Have competent Sales Professionals
- Have nice marketing material
- Of course, have references, and
- be on the BBB
SO – ask them to give you some failures, and ask them how they deal with cleaning complaints – you’ll learn a lot more.