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Do You Create A Positive Culture For Your Employees In Your Cleaning Company?

Productive employees -- it's every business owner's dream. What does that have to do with creating a positive culture in your cleaning company? Everything! How an employee feels about their job not only affects their attitude, but it directly affects their productivity. And increased productivity will increase profits.

If negativity has infiltrated your cleaning company, your employees probably don't feel valued, which means they'll likely move on to a company that does value their work.

How do you create a positive culture? First, identify what is causing the negativity in your company.

- Does management show favoritism towards certain employees?
- Are employees recognized for their contributions?
- Does the negativity start at the top?

Many employers assume the worst about their employees because they've been burned in the past. Because of this, they often create strict rules to keep everyone in line. If this is true in your case, start shifting away from this type of control-based thinking. Do this by giving your employees the tools they need to make their own decisions. They'll soon feel empowered and a positive shift will start.

Other things you can do to create a positive culture in your cleaning company is to recognize employee achievements, have an open door policy, provide equal opportunities for all employees, and find fun ways to provide additional training. Employees are easily bored in this type of job, so training and opportunities will improve their productivity, keep them motivated, and moving forward with your company.

How do YOU create a positive culture in your cleaning company? Reply by clicking on the Comments link below.


Why Do Commercial Cleaning Clients Cancel Accounts?

Losing a commercial cleaning account is never a fun experience, but it is your job as the owner to figure out what went wrong.

There are many reasons commercial cleaning clients cancel accounts:

  • performance is sub par
  • lack of communication
  • theft
  • client went out of business
  • client is relocating outside your area
  • client is going to in-house cleaning
  • client is going with another cleaning company for personal reasons

These are just a few of the reasons you may lose a client. There are some things you can do nothing about, such as a client going out of business or relocating outside your area. But there is something you can do about sub par performance and lack of communication.

First, review your quality control procedures if performance is the issue. Make sure all employees understand the cleaning specifications, and make sure the supervisors are following up according to your standard. Clients have little patience for a cleaning company that offers subpar service.

You need to make a concerted effort to communicate with your clients. If lack of communication is the reason for losing the account, it could be that your client just wanted to hear from you more often. Communicating with your clients regularly is often more important to them than the quality of the service; especially if you resolve concerns immediately.

If you address the reasons you lost the account and take steps to correct the problem, cancellations should be a rare occurrence. If you lost the account due to no fault of your own, stay in touch with the former client. You may be able to win them back over time.

What are some of the reasons you've lost accounts? What did you do to win them back?


7 Steps For Handling Client Complaints In Your Commercial Cleaning Company

All commercial cleaning companies get complaints, but not all handle them completely or to their client's satisfaction. In order to ensure both complete follow-through and client satisfaction, follow these 10 steps.

  1. Acknowledge the complaint and listen to the client. Focus on understanding the complaint instead of defending your company or your employee.
  2. Do not argue with the customer or become defensive.
  3. Set up a face-to-face meeting with the client that same day and be on time. Inspect the area of complaint.
  4. In your own words, summarize your understanding of the complaint to make sure you are on the same page as the client.
  5. Tell the client what you will do to remedy the problem. If you are not sure how to make the client happy, then ask them what you can do to remedy the problem.
  6. Take care of the problem the same day, regardless of the short-term cost. The long-term relationship is more important.
  7. Report back to the client when the problem has been solved to make sure he or she is satisfied.

Once the client is satisfied, analyze the situation to determine what caused the complaint. Was it a system problem or an employee problem? If it's a system problem, then make a change to the system so it doesn't happen again. If it's an employee problem, re-training may be in order. Decide on the correct course of action to divert any future complaints.