What Exactly Does “Clean” Mean?

At times, it’s obvious when a cleaning vendor isn't performing well, but other times, the signs might not be so clear. This article is designed to help you establish clear expectations with your cleaning vendor and provides steps to take if they aren't meeting those expectations.

 Defining What “Clean” Really Means

If you were to ask ten different people to define “clean,” you’d likely get ten unique answers. Much like asking someone to describe what’s “beautiful,” the definition of “clean” can vary greatly depending on who you ask. This variation makes “clean” a tricky concept to nail down. If you’re responsible for keeping your facility in top shape, you’ve probably encountered this issue firsthand.

Instead of relying solely on the vague idea of cleanliness, it’s better to set expectations through a detailed scope of work. This document should specify the tasks that need to be done in each area (such as offices, restrooms, and break rooms) and how often these tasks should be completed (daily, weekly, monthly).

Once you and your vendor have agreed on the scope of work, you can both conduct regular inspections to ensure that the tasks are being carried out as planned.

Key Metrics to Evaluate Performance

Since the concept of cleanliness can be subjective, it’s important to use clear, objective metrics to determine whether your cleaning vendor is meeting your expectations. Consider tracking the following:

1. Complaint Frequency: One of the primary goals of any cleaning program is to minimize distractions by reducing the number of complaints. Track issues such as “there’s no soap in the bathroom” or “the trash hasn’t been emptied.” Keep a log of all complaints, whether they’re received via email or verbally.
2. Response Time: Establish a system for reporting service issues to your cleaning vendor. If they don’t have an online portal, email is an effective alternative. Keep track of how quickly they respond to and resolve issues.
3. Inspection Scores: Regular inspections are crucial to maintaining quality. Request that your vendor provide inspection reports on a regular basis to ensure that standards are being met consistently.

These metrics are mostly objective, easy to monitor, and essential for maintaining accountability in your cleaning program.

What to Do When Your Vendor Falls Short

Even with clear expectations and performance metrics in place, your cleaning vendor may still underperform. If this happens, take the following steps to get your program back on track:

1. Hold a Meeting with Your Vendor: Discuss the issues at hand and ask specific questions like, “Why is there a high turnover rate among your cleaning staff?” or “Why has the response time gone from three hours to two days?” Identifying the root causes can help in resolving these problems.
2. Reassert Your Expectations: Remind your vendor of the standards you expect and establish a timeline for them to make the necessary improvements. Give them sufficient time to address the issues.
3. Consider Switching Vendors: If the problems persist, start exploring other options. Compile a list of potential new vendors, meet with them, and prepare a detailed request for their services. Make sure to inform your staff about the change so they’re prepared for the transition.

By setting clear expectations, using objective performance metrics, and being ready to switch vendors if necessary, you can ensure that your facility remains clean and that your cleaning service meets your expectations.