Many home and business owners today rely on janitorial services and other experts for maintaining a clean space. Over three million employees work for a company in the commercial cleaning service sector alone.
Customers and clients rely on team members for deep cleaning their small businesses, office spaces, equipment, and other operation sites.
Meanwhile, house cleaning services do an excellent job with a staff of house cleaners maintaining cleanliness and achieving customer satisfaction.
Global Industry Analysts (GIA) data shows the residential cleaning service market could reach a $10 billion high point by 2026. One reason cited involves people seeking a balance between work and family, as a maid service offsets a busy schedule.
At the end of the day, residential cleanings may allow busy people to have a few hours for pleasure. Having a clean house with less clutter is also believed to reduce stress.
What are some of the keys or the most important things that high-quality staff members possess?
1. Committed to Quality
A commitment to delivering high-quality outcomes is important among those with a job in commercial cleaning or home cleaning. High-quality work usually results from professionals that understand the best ways of ensuring excellent customer service.
Quality is the first step in doing a great job with janitorial cleaning services and differentiating your services from others. This applies regardless of whether the job involves cleaning a few rooms, a small business, or two square foot 20,000-square-foot commercial buildings.
A successful business will establish a mission and develop a commitment to reliability and efficiency. A close-knit team of commercial cleaners will identify the best solution from the available options to achieve their goal.
In today’s eco-friendly society that emphasizes good indoor air quality, green cleaning products help with maintaining a healthy environment. Each eco-friendly option protects the lives of our clients and supports the goals of having an overall safe and clean environment.
Customers of cleaning companies desire and expect that the services are performed well, which results in a pleasing, comfortable environment. Further, delivering consistently good-quality cleaning services is a challenge for companies seeking to succeed.
Aside from ensuring operations are safely performed using environmentally-friendly products and applications, other critical safety concerns exist. The Occupational Safety and Health Administration (OSHA) is a federal agency that regulates many aspects of workplace safety.
OSHA explains that individuals that perform cleaning operations may face hazardous conditions and must remain committed to safety. Some examples of dangerous events and hazardous workplace trends that have developed include the following:
- A 51-year-old cleaning worker sustained fatal injuries when a personnel lift unexpectedly became unstable. The worker was cleaning overhead water pipes near the ceiling when he fell roughly 14 feet on the floor below.
- The CDC reports that nearly 2,000 people each day in the U.S. endure a work-related eye injury. A cleaner might accidentally be splashed in the eyes with a cleaning solution; therefore, safety glasses or goggles are important.
- A host of potential hazardous scenarios could arise when cleaning staff is performing floor or carpet-related work—for example, failing to place “wet floor” warning signs or extending vacuum cleaner cords that cause trip-and-fall accidents.
Consistently performed cleaning services results in ongoing customer satisfaction, as expectations are continually fulfilled. Keep in mind that the service being performed must be consistently good—not mediocre or poor.
Two of the best practices for maintaining high-quality cleaning services include good training and documentation. Regular, site-specific training can create uniformity in terms of quality and safety standards and reinforces expectations.
Documentation begins when a professional cleaning contract or agreement initially begins. Having documented, written checklists are extremely important and the client or customer must have initial and continual input.
Traditionally, the checklists and schedules associated with cleaning a specific facility were established in writing and available for quick reference. Using today’s technology, having this documentation maintained in an electronic (digital) format will likely make the most sense.
Consistency might be critical in some common areas such as the bathroom, lobby, or steps with regular public access. Certain areas including steps might require regular inspections to prevent slip-and-fall accidents or other safety concerns.
Another important attribute of a cleaning professional involves punctuality. In many cases, a cleaner might perform tasks when a business is closed and might operate alone without supervision
Cleaning personnel must arrive at the correct location at the proper time and adhere to the operational schedule. For example, completing the lobby floor so that sufficient drying time remains before the main entrance opens at 8:00 a.m.
Why might inconsistencies arise in the performance of residential or commercial cleaning services? One practical concern that may create a noticeable decline in the quality of cleaning services is staff turnover.
A cleaning company may have a designated employee or group of employees tasked with handling a particular client. Personnel changes in today’s competitive and volatile job market might hinder consistency, particularly when no detailed documentation (details) exists.
Whether simply trying to maintain a clean home, small office, or large commercial building, the details are of central importance. The first step involves developing a basic cleaning plan or cleaning program that is the best solution for the site and space.
Other important aspects related to being organized may include offering flexible schedules to accommodate customers. For example, potential clients might insist that only service providers willing to work after hours are eligible for contracts.
Perhaps you have a part-time staff member with availability on evenings, weekends, or other off-hours? In addition, many potential team members may welcome an opportunity to fill these available positions if they offer competitive pay.
Many commercial janitorial services today fail to familiarize themselves with the site layout or the configuration of the space. Organized individuals will visit the facility for a day to gain an understanding of the physical environment and other details.
Potential clients might notice a cleaning service provider’s level of professionalism in other ways. For example, developing customized solutions, having a professional website, or offering convenient billing options such as paying by credit card.
An organized cleaning professional understands the importance of documenting the completion of tasks—particularly those performed only weekly, monthly, etc. A cleaning professional must monitor their inventory of cleaning products, personal protective equipment, and disposable paper products to maintain stock.
Green cleaning products are designed for maintaining a healthy environment, protecting indoor air quality, and other concerns. When providing a deep-cleaning service such as carpet cleaning, or disinfecting, facility managers have expectations regarding safety.
Years ago, a commercial cleaning company, janitorial company, or others might use products that were low-cost without regard for safety. Clients today, from the administrative staff to managers, and even the CEO expect janitorial cleaning services to operate safely.
Fortunately, eco-friendly products now also have friendlier pricing that allows for safe operations while staying within a budget. Without additional cost, the facility may remain free of harsh chemicals that pose safety concerns.
Having the proper tools and equipment for a particular task might be critical. For example, environments that must remain free of excessive humidity may need dry cleaning capabilities for carpets.
Using the best product for a cleaning task is also critical. For example, cleaning a delicate surface or curtains or blinds that are made of expensive and sensitive fabrics.
Keep in mind that most equipment requires proper maintenance according to manufacturer specifications to ensure useful service life. A piece of equipment with an anticipated serviceable life of two years might abruptly end up in a state of disrepair.
A well-equipped service provider will also account for geographical and seasonal differences. For example, you might need snow removal equipment for a client in Chicago but not for a facility in Orlando, Florida.
Having individual professionals supplied with the latest equipment and service offerings is one way that industry leaders differentiate themselves. Examples include capabilities of performing electrostatic disinfection, compliance with HEPA filtration standards, and having EPA-approved cleaning agents.
High-quality cleaning professionals also continually look for ways that tools, equipment, and technology may heighten efficiency and safety. Rather than resisting change, a cleaning professional should pursue opportunities that improve daily operations.
5. Excellent Communication
A professional cleaning company with many years of experience and a satisfied customer base recognizes the importance of good communication. Regardless of the type of business, commercial cleaners and managers that communicate afford their clients some peace of mind.
Excellent communications ensure that commercial janitorial services are satisfying the customer’s expectations. Too often, commercial cleaning companies become fixated on remaining a low-cost option that meets their client’s budget but lacks quality.
Maintaining proper communication may involve the use of different forms of technology such as mobile devices and email access. Any service contracts or agreements should clearly state the options for communication between providers and customers.
As with most types of business operations, surprising occurrences and unforeseen calamities will likely arise at times. Minor problems are much less likely to become major concerns if the proper lines of communication exist.
During normal tasks, cleaning professionals may routinely encounter their client’s employees, customers, and others. In these engagements, the cleaning technician inherently represents the “face” of the organization to some extent.
Here, staff members must effectively communicate, remain cognizant of common courtesies, and make a positive overall impression. In many cases, the client or customer may communicate important information regarding preferences, changes to the physical environment, etc.
For example, commercial tenants might approach a member of the cleaning staff and explain new replacement flooring is being installed. This individual must communicate this information to supervisory staff to determine if any cleaning product changes (modifications) are necessary.
A high-quality cleaning professional often will make suggestions after identifying inefficiencies, noticing safety concerns, or alternative products for certain applications. Here, the cleaner will communicate this information promptly to the appropriate party for consideration.
Other Important Qualities & Attributes
The U.S. Bureau of Labor Statistics compiled a list explaining that janitors and building cleaners typically have the following qualities:
- Relational skills: The individual will interact internally with supervisors, co-workers, and other individuals. Depending on the setting, they might also have interactions with tenants, vendors, and other building occupants or visitors.
- Mechanical aptitude: Individuals would rarely have involvement in building operations or maintenance; however, assisting with minor repairs is desired.
- Physical stamina: Janitors and cleaning personnel typically spend a considerable amount of time on their feet and need to have good stamina. The individual should have the capability of walking up and down staircases several times per time.
- Physical strength: The individual should have sufficient strength for carrying tools, equipment, cleaning products, and trash receptacles.
Time-management abilities: These individuals should work efficiently and manage their time well to ensure all tasks are completed.
Leading Provider of Commercial Cleaning Services
At Servi-Tek Facility Solutions, we attribute much of our success to employing the highest-quality individuals that collectively form a winning team. Our professionals recognize that a customer-centric culture is a fundamental aspect of achieving superior results.
Each of our professionals receives thorough initial and ongoing training that prepares them for success. We encourage our staff to develop personally and professionally and provide continual project and safety training.
Our organization remains committed to developing a cohesive and goal-oriented culture that allows for recruiting, developing, and retaining the best talent. We embrace technology and innovation both for our internal operations and opportunities to maximize efficiencies for our clients.
Contact our office to consult with a member of our staff. We look forward to assessing the needs of your facility, answering questions, and potentially proving you with a quote.