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How to Improve Responsiveness and Communication with your Cleaning Company

Updated: Sep 15, 2023

One of the biggest reasons we hear as to why facilities managers and property managers change commercial cleaning companies is a lack of communication and follow through. “I never get the same person on the phone twice” or “they take forever to get back to me” are common complaints. In fact, it’s one of the top 5 reasons that make people decide to switch cleaning companies.


This is a big problem for many FM’s and PM’s. You’re counting on reliable, efficient service and a clean, disinfected building but not always getting it.


There are some things that you can do to make sure that you get better communication and responsiveness from your cleaning company. Whether you’ve just hired them or have been working with them for a long time, you can improve results with a few changes:


Have a specific person as your liaison with the cleaning company. You need someone who helps design a specific cleaning program and schedule, manages the cleaning staff, checks in with you regularly, and is available when there’s a crisis. Without that specific person, it can make dealing with the cleaning company a burden. Make sure that one single point of contact is assigned to you.


Insist on a quarterly review meeting. The quarterly review meeting is the perfect time to thoroughly examine and evaluate every aspect of the cleaning company’s services. The goal of the meeting should be to make sure that you and the cleaners are completely aligned and in agreement. It’s also an opportunity to talk about grievances and shortcomings.


Create an ongoing “wish list” with your liaison regarding ongoing cleaning. Then work with them to put those things into specific action items and set realistic expectations in a designated time frame. In other words, make sure they understand what you need and how to get it done. This also helps you have a way to measure the continued service of the commercial cleaner.


Hold them accountable. A lot of cleaning companies say they provide “great customer service”. Experience shows that this is not always the case. Don’t allow them to let things fall through the cracks or provide mediocre service. It’s an important job and should be done with great care.


With a few changes in structure and accountability, you can greatly improve your relationship with your cleaners. If you have more questions about improving your cleaning experience, feel free to give Horizon a call or fill out our contact form. We’d be happy to talk with you.



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