How can we provide the best level of service?

What Do Customers Want in a Cleaning Company?

Over the years, I have asked my customers and colleagues what it takes for a cleaning business to make an impact – just what do customers want in a commercial cleaning business?? After many years of client surveys and honest conversations, I think I have a pretty good idea.? Let’s take a moment to really see what people have to say on this topic.

Customers want trustworthy, courteous, and well-trained employees.

This is a big one and seems like a given, but our clients are specific in this requirement. When we send employees in to work as cleaners, we generally are required to do this during non-working hours. These businesses are literally handing us the keys to their building.?

It’s important for them to know that we are trustworthy and that they can count on us to be professional at all times. When we are working during business hours, we have the opportunity to make an impression on that company’s clients and employees. It is critical that our people conduct themselves in a courteous manner and are well informed about our products and services. They should know what we offer, even if it is not in their normal scope of work.

Our office personnel will interact with all aspects of people from prospective clients to established clients, new employees, and everyone in between. It is a key component of any business to have a team that best represents our organization at all times.? In our case, my name is on the door, and I am responsible for everyone here. I take it personally, and the employees that work here are the face of this company, so it is in our best interest to provide the best people for each job.

Customers expect quality work.

Quality work impacts all facets of the business. Let’s be real, here. The quality of our work can make or break us. It impacts our client and their ability to trust us. Our word has to mean something and we can lose credibility if it looks like we do not have trained staff that knows how to do each and every job with precision. This is why training is important.? The training can’t stop after hiring. It’s important that continuous training builds throughout the time the employee is working.? Things change, equipment is upgraded, and we need to make sure no one gets left behind. Quality is the mark of our?reputation and it can single-handedly affect a business that relies on the word-of-mouth recommendations of our clients.

The devil is in the details.

This point is fairly self-explanatory. Customers want a cleaning company that stays focused on the task at hand, getting all the small details right – making sure the job is done thoroughly every time, all the time.? It doesn’t hurt if you take a moment to do a little something extra once in a while. It is appreciated and does not go unnoticed.

Be flexible.

Typically, when you have a contract, you go in at the same time and on the same day every week. But it isn’t unusual for an organization to need something extra sometimes, for example, a quick spruce up for an inspection or an important guest appearance. Flexible scheduling on those occasions that a client needs out-of-scope work is key to keeping clients happy. Also, it’s better not to charge clients continuously for things they only need to have done once in awhile, like floor work or high dusting.??

Be quick to respond to needs.

Nothing goes perfectly all the time. There will be a time when an issue arises that needs to be dealt with. Being quick to respond to a client lets the client know the importance we place on the quality of work. If it does take longer than we’d like, being quick to respond to any issue every time buys us some goodwill with our customers. Our reputation will benefit us in this instance.??

Offering advice on a company website on how to solve everyday issues (like changing out a vacuum bag) or how to reach someone in the event they run into a problem is a matter of good communication. Have systems in place to deal with any issues that come up. Do what you say you will do and do it quickly! Follow up and follow through. If you delegate the responsibility to someone, follow through to make sure the work is done and follow up with the customer to make sure it is resolved to their satisfaction.

Be a full-service company.

Time and money-savers for a company looking to hire for cleaning services is a big deal. They need to know they are getting value. By being able to offer a full menu of services, you can cut down on the number of vendors and contracts the organization will have to deal with when they hire for services.? This will require the addition of special services, enough trained and qualified staff to do the job, and specialized equipment for more than the basic needs.? However, it eliminates the hassle for the individual that has to oversee the procedures and puts your company at the top of the list for consideration.

Look professional.

This may seem like a silly thing to mention. Of course, you want to look professional, because this is a business!? But this is more than just about having uniforms for your workers.? People hired to do the work in these buildings want to know that they have people they can trust. Uniforms are a really great idea, but nametags to identify who they are and where they work is often helpful, especially in large buildings where not everyone knows the organization has hired an outside company to do work.

It’s not just having people who are clean, neat and put together.? It is just as important to have them show up in branded fleet vehicles if at all possible. Cars that are running and in decent shape, clean and professional looking are part of the branded image for your company.? There should be no question when they show up about who they work for.

Finally, take care with your equipment. It’s a cleaning company, so the equipment should be clean and in good working order, so employees can do their jobs properly and without any hindrance.?

This is not an exhaustive list but explores some of the finer points of what we have found clients are looking for when hiring commercial cleaning companies.?