Looking to hire a commercial cleaning company? Or perhaps you are advising a colleague on what to look for when they hire janitorial services? Commercial cleaning, janitorial services and property maintenance companies across North America come in a variety of business models: from small home-based models to franchised operations and larger, owner-operated family businesses. The choice of services, products and the way in which services are delivered vary widely. Making the right decision can be difficult. In addition, the importance of commercial cleaning from a health and safety perspective has increased during the pandemic. You don’t want to get it wrong!
So, what do you look for when hiring a company to properly clean your retail, commercial, institutional, residential or industrial facility on a routine basis? What do you need to know in order to trust that your cleaning issues are going to be well taken care of by staff that are skilled and responsible?
To avoid the most common mistakes, here is a list of recommendations:
Don’t choose based on price
The first word of advice relates to price. The cheapest is not the answer. Commercial cleaning companies that do the job right don’t cut corners in order to undercut the competition on price. Quality products, technology, training, licensing and insurance requirements are all vitally necessary to run a professional operation, as is fair wage for the service delivery team members. A company that costs a lot less means something is being cut back in order to lower cost of operations. It likely means you are also choosing a lower quality in terms of cleaning, personnel and/or management.
If you are concerned about the cost, ask the commercial cleaning company you are looking to hire how they provide efficiencies in the delivery of services. For example, in the way teams work together or technology they use that reduces administrative steps. These are legitimate concerns that will positively impact the overall quality of service without sacrificing safety in your workplace.
Check out insurance coverage
Cleaning services can be high risk. Clients are allowing 24-hour access to their entire facility. If something gets broken, you are at fault. In addition, there could be workplace injuries and the potential for unintentional damage or loss. You do not want your company to be held liable.
General liability insurance covers basic injuries and damage.
Commercial property insurance covers repairs in the event of perhaps a fire or theft; auto insurance is required if the cleaning team uses company-owned vehicles; and workmen’s compensation insurance protects the health and safety of the cleaning company’s employees.
In Canada, commercial business insurance for cleaning companies is a must. The same applies to workers’ compensation coverage. Coverage amounts for general liability insurance and auto insurance depends on your province, so make sure to check city, provincial, and federal ordinances. However, just because general liability isn’t required, it doesn’t mean it shouldn’t be on your “must have” list. Do not hire a company that doesn’t carry any or adequate liability insurance coverage.
Are the employees bonded?
Bonding is another kind of insurance. Bonding protects you in the event that one or more employees of the cleaning company steal from your property. A company that is bonded tells you that you can trust the employees. Although bonding is not required, it’s one of the first things you should check. Like workers’ compensation, bonds are typically managed on a provincial basis.
Check for certifications
Depending on local state or provincial laws, there are certifications that may be required for health and safety.
In Canada, for example, WHMIS training (Workplace Hazardous Materials Information System) is legally required for employees who are exposed or likely to be exposed to hazardous materials at the workplace.
You also should check certifications that back up what a company says about their values and customer “promises”, such as being a “green” company or having high quality standards. Sometimes these phrases are just words.
A CIMS certification, for instance, is an industry-recognized cleaning standard. CIMS GB is an enhancement on the standard, demonstrating a proven commitment to green cleaning and sustainability. ISO 9001 tells you that a company has filled rigorous requirements for a quality management system.
What does their training look like?
When you interview potential cleaning companies, ask about their training procedures. A company that invests in their team is a company you know is more likely to do the job right and be dependable. Employee development is always a crucial sign of maintaining a professional organization. Look for ongoing staff training, not just a one-time event. Comprehensive, ongoing training should cover product and equipment usage, cleaning and maintenance methodologies, and customer relations. With the presence of COVID-19, you should also check to see if additional training has been added for products and their applications.
Do they understand the scope of work?
Many variables are considered in determining what needs to be done to properly clean a facility or property, as well as the required time to do the job properly. Commercial cleaning companies that have been in business more than a few years are more likely to understand the scope of work that’s needed.
An initial consultation should be offered. This is when project scope is discussed, including details about your facility, your current cleaning program, improvement opportunities, the kind of cleaning technologies that might be used, partner training if required, and specific cleaning program requirements. Developing clear KPIs is also an important part of the process.
How do they measure quality and customer satisfaction?
Quality is not just the speed of cleaning or cleaning staff, but the ability to deliver on quality in various critical areas: general appearance (does it look clean?); has it been cleaned within a quality standard; was the work done efficiently; and was the work done to the client’s satisfaction.
Ask how the company monitors their own work. Look for KPIs, quality audits and inspections. Do managers visit cleaning sites to do inspection? How do they measure customer satisfaction? Review certifications (above). A company may say it does quality work, but what supports their words? What process is used for client feedback or task tracking?
This type of guidance and attention-to-detail shows you that the company is serious about the work of their employees and will make sure nothing is missed during the process.
Are they industry leaders?
Check out the leadership and management of the company by going to its websites, reading newsletters and blogs. Are they true leaders in their industry, interested in the latest cleaning methods and technologies? During these months of COVID, have they stayed current with new tools for disinfecting? Are they sharing best practices and being transparent about their own processes?
Do they promote sustainable practices? Are they involved in the community beyond the business. This speaks to the values of the company—which in turn, impacts customer experience and results in countless ways. It’s also a sign that employees are engaged, and the business is thriving.
With the above recommendations in mind, you’re much more likely to hire a commercial cleaning company that gets the job done well, and satisfies your business operation that you’ve made a wise choice in terms of service, cost, and the health and safety of your workplace environment. And by the way, these are recommendations Kleenway makes as a trusted commercial cleaning partner—we wouldn’t make them if we couldn’t satisfy each one! Contact us today for a quote.
