Happy customer satisfied with her janitorial company's customer service.

5 Signs Your Janitorial Company Actually Cares

Experienced business leaders have long recognized that customer satisfaction is vital for the success of a business.  Yet, within the commercial cleaning industry many companies still operate under the ‘no news is good news’ philosophy. In other words, when it comes to customer relationship management they’ll assume that if the customer quiet, then they must be satisfied with the services.  However, more often than not, this approach can prove to be detrimental to a cleaning business as it can lead to a distant customer relationship.  This passive approach isn’t effective for a number of reasons as you’ll soon learn.  In this post we dive into 5 signs your janitorial company actually cares about your business.

1. Janitorial Companies That Care Will Stop By

If you manage any type of commercial facility we’d like you to take a moment to ponder one vital question: when was the last time your janitorial service rep stopped by?  No matter the size of your business, or how often it’s cleaned, routine inspections are crucial.  These visits present an opportunity for you as the customer to talk with your rep and touch base on the cleaning.  It allows you to point out areas of concern and get your questions answered.

In-person visits strengthen the relationship and build trust.  Has it been a while since anyone’s stopped by?  If so, the opposite may be true: your cleaning company likely isn’t putting a high priority on your needs or that of your business.

2. Random Cleaning Inspections are Important for Quality Control

As mentioned, your service rep should not only check in with you as the customer, but they should also audit their crew’s work.  These random inspections will allow your rep to assess the crew’s performance.  How clean is your business? The only way to know for sure is for management to put their eyes on it.  This way they can note both successes and problem areas, and game plan accordingly.  

3. Well-Managed Janitorial Companies Will Call and Check In

Have you ever received a call from Mom complaining that you haven’t called her for a while?  She was likely disappointed at the relationship neglect.  The same goes for customer relations management.  When an in-person visit isn’t possible, at minimum your cleaning company should call to check in.  

“Get closer than ever to your customers. So close, in fact, that you tell them what they need well before they realize it themselves.”

— Steve Jobs, Co-Founder and former CEO of Apple

4. Customer Service that Cares will Forecast Your Needs

How proactive is your cleaning company when it comes to fulfilling your needs before you even pick up the phone or thumb out an email?  The best commercial cleaning companies will remind you of things like scheduling the next routine carpet cleaning or getting the annual window cleaning placed on the docket.  These services are important for maintenance and prevention.  A cleaning company that has these things on their radar clearly cares about your facility.  They’re an active partner, helping to ensure that things like flooring, upholstery, and other surfaces look great for years to come.

5. They’ll Suggest Methods to Make Your Facility Maintenance Easier

There are many variables to consider when game planning how to maintain quality, consistent cleaning.  Effective managers will keep their eyes on the cleaning progress, because oftentimes trouble-shooting cleaning issues involves a little detective work.  This is where commercial cleaning becomes a team-effort between the customer and a service rep. A few common examples of how your cleaning company can suggest easier facility maintenance tips include:

  • -Ensuring you have effective types of restroom dispensers
  • -Appropriate sizes of trash cans are being utilized
  • -Prevention is in place where needed, such as floor mats, urinal mats, door kick plates, etc.
  • -Paper product usage and inventory such as paper towels, toilet paper, etc.
  • -Keep your facility closet organized and useful for all who need access

Don’t Let Distance Come Between You and a Clean Business

Customer satisfaction is one of the key metrics that determine the success of any business. It’s one of the primary sources of fuel that it runs on.  Unsatisfied customers equal an unsuccessful business — as simple as that. If you have a solid relationship with your commercial cleaning company, you’ll be able to feel the difference.  You’ll be more understanding when the occasional slip-up happens.   When an issue arises, you’ll be confident it will get taken care of.  And for many, that peace-of-mind is priceless.

How clean is your business?  How do you really know?  At Business Cleaning Solutions we can perform commercial cleaning appraisals and audit the cleaning at no-charge.  Are you in the Boise or Salt Lake City Metro areas?  Contact us to schedule yours today.  As always, we’re at your service!  

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