If a cleaning company promises to keep standards high, ask them how. If they answer they only hire the best cleaners, be worried! Cleaning is not a rare and highly specialized skill that requires years of study and training. It does absolutely require systematic and thorough training however let’s not kid ourselves brain surgery and cleaning are in two different leagues.
Beware of companies that rely entirely on finding detail orientated, hard working, and experienced staff to keep quality high. These people do exist, but they cannot be relied on as the sole means of keeping quality high. They will have a hard time maintaining consistency, as quality will rely entirely on each individual cleaner. Systems and processes are much more important in ensuring consistent high quality cleaning. The following are essential
- A detailed Training and Induction Program
- Site audits and reporting
- A communication strategy
- Tools and Technology to keep cleaners accountable and on top of their jobs.
Learn how they make sure cleaners complete all scheduled tasks. Ask how communication will happen between you, the cleaners and management. How often are inspections carried out and how is the cleaning assessed and monitored?
And he’s a little secret: Owner-Operator cleaners who own their business and do the work themselves or with a small team will always do better than managed employees especially if they are trained well and follow proven methods and only practices in the industry.
As a consumer you are protected by Australian Consumer Law. This means it’s your right to demand rectification or refund if the job was performed poorly and incompetently. It makes sense then for a cleaning company to be transparent about offering a guarantee. The law forces them in any case.
However not all companies know this fact and some will even argue with you should you complain and ask for something to get fixed. Avoid these cleaning companies.
Cleaning companies can also offer guarantees that go beyond statutory requirements. That’s a good thing. Just be sure to check with them what they would do if a guarantee was ever called on.
Make sure their guarantees aren’t just promises. For instance “We guarantee you’ll be 100% happy with our service” is not really a guarantee just a promise. Whereas “If you’re not 100% clean with your clean, let us know and we’ll fix it at no cost to you within 24hrs” has consequences for the cleaning company if they don’t meet your standards. So has this powerful guarantee “Should you ever leave us because you were dissatisfied with the quality of our cleaning, we’ll pay for the first two week of your new cleaning service”.
Put simply an effective guarantee offers a promise – then a consequence if that promise is not fulfilled.