Home > Articles By Issue > Space Planning & Interiors > Article Oct 2003

Outsourced Cleaning
Tips for selecting the right cleaning company for the job.

By Ted Hirst, Anago Cleaning Systems

The location of a building has always been a key factor in attracting and retaining employees. While proximity to major roadways and city conveniences can be a plus, the building will quickly lose its allure if it is not kept clean and properly maintained.

For that reason, facility managers should regard cleanliness as a key marketing tool that will attract and retain personnel. First impressions always count, and nothing accomplishes this better than a gleaming lobby, spotless hallways, immaculate restrooms, and offices where employees are proud to conduct business. The building is the company's showcase, reflecting the quality of the service or products it offers its customers.

The size of buildings has made it more cost effective for managers to outsource their janitorial needs to commercial cleaning companies on a contractual basis. The challenge is to know how to select a well qualified company that will make everyone happy while keeping costs within budget.

Exact Needs

So how does a facility manager select the company that is right for the building's needs? For starters, seek three to five bids to ensure a good sense of what the market commands for cleaning services and if these companies have the capabilities to meet the janitorial needs of the building.

In most instances, an experienced cleaning company can anticipate a facility manager's needs-having researched and visited the facility before bidding on the contract. Nevertheless, to ensure there are no misunderstandings, they should have an assignment sheet, or a menu of sorts, on which the facility manager can stipulate what has to be done and how often.

Familiarity with the square footage of the building, along with the exact number of restrooms, elevators, and other building specs are essential for the cleaning company can give an accurate cost breakdown. It's not enough to say the offices, restrooms, lobbies, and hallways must be cleaned regularly. In the case of restrooms, which are a leading source of complaints, it should be stipulated exactly what is to be done as well as the frequency of the task.

The areas most commonly overlooked by cleaning companies are restrooms, high spots for dust, banisters, doors, glass partitions, and corners.

Costs

Make sure the company provides a realistic breakdown of supply costs and separates these numbers from labor costs. If a company underbids on supplies, it may result in less frequent shampooing of hallway carpets or inadequate paper goods and soap in the restrooms. A leading source of tenant complaints is inadequate supplies for the restrooms.

The type of equipment used can cut costs considerably. Using a compact backpack vacuum, for example, takes 2/3 less time than an outdated and cumbersome upright model. The time saved may reflect a cost reduction in the contract. The equipment used will, of course, depend upon the needs of the building and should be evaluated for efficiency.

Security And Safety

Does the cleaning company conduct background checks on its employees? Employees working late want to be sure they are safe, and that their belongings will be secure since the cleaners will be in offices which have furnishings, computers and other valuables. Will the cleaning crew be readily identified-either with a uniform, a badge with a photo ID, or a combination of both?

Find out the average length of time employees have worked for the company. Usually, a rapid turnover of staff can be attributed to poor training, poor management, and unrealistic work schedules. How do workers handle the cleaning chemicals, many of which may contain hazardous materials? Are workers properly trained in the handling of these products? In addition to posing health risks to workers, the improper mixing of the concentrates and their application can affect the cleaning chemicals performance. A dilution control system, rather than a haphazard mixing process, can cut costs, minimize health risks, and assure the mixture will do the job. Does the company use environmentally preferable cleaners which are usually priced competitively with traditional cleaners?

Lines Of Communication

Word of mouth may be the best way to confirm a potential cleaning company's performance. Contact facility executives from similar industries to find out how the company handles relevant challenges. Most important, however, is to find out the experience of the individual(s) who will supervise the cleaning crew for this particular building. Has the supervisor ever cleaned similar buildings?

The cleaning company should establish good lines of communication with the facility manager and the company as a whole. Can the cleaning company handle complaints? Is there a system in place that allows facility managers to track the status of the complaints with a contact person or case manager who can resolve the issue in a timely manner.

On a related topic, does the cleaning company conduct a survey that allows clients to evaluate the quality of its services and perhaps eliminate complaints before they arise?

First Impressions Always Count

After deciding on a cleaning company, be sure to spell out the high traffic areas that need special attention-in particular, the first impression areas such as the lobbies, elevators, and hallways-before they start actual work. Lobbies should gleam-from the entrances and floors to the trim around the elevator doors.

All furnishings should be dust-free, even areas not visible to the eye such as the tops of doors and high shelves. Upholstery should be vacuumed frequently. On a daily basis, elevators should be mopped or vacuumed, control panels polished, and doors wiped down. Glass enclosed elevators will need additional attention.

To determine if the cleaning crew is working efficiently and effectively, the cleaning company should conduct a monthly inspection of the facility. The inspector may find areas that have been overlooked, investigate particular complaints and shortfalls in the cleaning process, recommend a smaller or larger crew, propose different cleaning procedures and supplies, and address other issues. Selecting the proper cleaning company is crucial to the success of the facility. If it doesn't measure up to today's high standards for cleanliness, chances are tenants and prospects will look elsewhere.