Listen to “Do You Struggle To Get A Meeting With Your Contractor?” on Spreaker.
Effective communication between facility managers and their cleaning contractors is essential for maintaining a clean and safe environment. However, many managers face challenges in securing timely meetings and addressing concerns directly with their contractors. In a recent episode of The Cleaning Indy Podcast, hosts Tom and Sarah Moore delve into this prevalent issue, shedding light on its causes and offering practical solutions.
The Communication Gap: A Common Frustration
Facility managers often find themselves in situations where their attempts to discuss service quality, address specific cleaning issues, or provide feedback are met with delays or unresponsiveness from cleaning contractors. This communication gap can lead to unresolved problems, dissatisfaction, and potential disruptions in facility operations.
Root Causes of Communication Barriers
Several factors contribute to the difficulty in establishing effective communication with cleaning contractors:
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Use of Subcontractors: Some cleaning companies outsource their services to subcontractors without informing their clients. This practice can create layers of management, making it challenging for facility managers to identify and communicate with the actual personnel responsible for cleaning their premises.
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Independent Contractor Model: Companies that classify their workers as independent contractors (1099 model) rather than employees (W-2) may have less control over their workforce. This classification can result in a lack of accountability and commitment, leading to inconsistent communication and service quality.
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High Turnover Rates: The cleaning industry often experiences high employee turnover, which can disrupt established communication channels. Frequent changes in personnel make it difficult for facility managers to build rapport and maintain consistent communication.
Real-World Implications
The consequences of poor communication between facility managers and cleaning contractors are significant:
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Decline in Service Quality: Unaddressed issues can accumulate, leading to a noticeable drop in cleanliness and hygiene standards.
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Increased Costs: Inefficiencies and repeated issues may require additional resources to rectify, resulting in higher operational costs.
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Safety and Compliance Risks: Failure to address cleaning concerns promptly can lead to non-compliance with health and safety regulations, posing risks to occupants and potential legal liabilities.
Strategies for Improvement
To bridge the communication gap and ensure a productive relationship with cleaning contractors, facility managers can adopt the following strategies:
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Select Transparent Contractors: Choose cleaning companies that are open about their staffing models and do not rely heavily on subcontracting. Ensure they employ W-2 workers, which often correlates with better training, accountability, and communication.
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Establish Clear Communication Channels: From the outset, define the preferred methods and frequency of communication. Regular meetings, detailed reporting, and designated points of contact can facilitate smoother interactions.
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Set Performance Metrics: Implement clear performance indicators and service level agreements (SLAs) to set expectations. Regularly review these metrics with the contractor to ensure alignment and address any deviations promptly.
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Foster a Collaborative Relationship: Encourage a partnership approach where both parties work together to achieve common goals. Recognize and address challenges collaboratively, fostering mutual respect and understanding.
Effective communication with cleaning contractors is vital for maintaining facility standards and ensuring occupant satisfaction. By understanding the underlying causes of communication barriers and implementing proactive strategies, facility managers can cultivate strong, transparent, and responsive relationships with their cleaning service providers.
For a deeper exploration of this topic, listen to the full discussion in the latest episode of The Cleaning Indy Podcast:
https://youtu.be/uKGuM_WRlr0
Tom Moore has been a part of the commercial cleaning and facility management industry since 2005. He co-founded American Facility Care in 2014 with the idea of bringing safety and aesthetics to buildings across central Indiana. He has an APIC certification in Infection Control and Prevention, and enjoys passing that knowledge on to his team using their exclusive Hygienic Training Method of cleaning. Tom co-hosts The Cleaning Indy Podcast, and would love a chance to connect with you and perhaps have you as a guest of the show.
