No matter big or small, your business spends a great deal of money on janitorial work… But are you getting what you pay for?
There are six core aspects of Key Performance Indicators that can be told to you by your current janitorial staff or company. This information is generally kept for records as it is – so asking for the information is not putting anyone out of their way. If the company does not keep track of this information for any reason, you can request the information for a small fee. It is unlikely this will be necessary.
Let’s dive into the six Key Performance Indicators:
- Financial – Analyzing budget is important. How much employees are getting paid by a commercial cleaning company helps explain the company’s compassion for their employees. For instance, here at Boston’s Best, our employees are paid fairly and are given benefits such as financial literacy training. Expenses for labor, equipment, and chemical should compare reasonably with your expense.
- Safety – When it comes to safety, a cleaning company wants to know what’s causing accidents. If the floors are too slippery, preventative action must be taken to ensure it does not happen again. Seeing how issues were resolved is significant.
- Janitorial Staff – Cleaning companies need to familiarize themselves with your facility, or facilities. As floors change, so do the procedures to care for the floor. Finding out how much time is spent training employees to understand what is necessary can help make sense of a company’s qualifications. How often are employees being retrained if their performance was subpar? How long do employees typically work for the company? Don’t be afraid to get a feel for the company and see how their employees feel about working for the cleaning service. A satisfied employee very well may mean a satisfied customer! This leads right into the next aspect…
- Client Satisfaction – Most cleaning services ask their clients to fill out a survey regarding the quality of the work received. If surveys often requested a particular service be improved or added, how was this desire accommodated or fulfilled? How personalized is the service received by the cleaning company? This helps see how the cleaning company meets the needs of its clients – as it always should meet those needs!
- Quality of Service – Cleaning companies, ourselves included, inspect work thoroughly and keep a detailed inspection. Areas in need of more attention or improvement are marked. Areas of excellent performance are noted as well. Is this information matching your opinion of work performed? How is the cleaning service taking action to fix what it had not perfected? If the company is diligent, inspections will be regular and honest. If only quality audits, reports can be given on a three-month or six-month basis.
While companies won’t always give out the full story, most are willing to be honest. After finding out this information, examine what aspects are most necessary for you and go from there!