Facility managers rely on their cleaning service providers to maintain the cleanliness and upkeep of their properties. However, there are recurring issues that facility managers encounter with cleaning companies—problems that, if left unaddressed, can jeopardize contracts and relationships. Recently, a group of facility managers shared the most common issues they face and how cleaning service providers can prevent them.
Here’s a look at the top challenges and practical solutions to avoid them:
1. Invoicing: Accuracy and Timeliness Matter
One of the biggest frustrations for facility managers is dealing with incorrect or late invoices. Accuracy in billing not only reflects professionalism but also builds trust with clients. Late or erroneous invoices, on the other hand, can cause delays and create tension in your relationship.
How to Prevent It:
Automating your invoicing process and keeping your payroll records up to date. With online timekeeping and payroll reporting, you can guarantee that all work is accounted for, allowing you to send clean, precise invoices every billing cycle.
2. Site Visits: Get to Know Your Customers
Facility managers value service providers who take the time to understand their specific needs. Without regular site visits, you may miss out on opportunities to catch minor issues before they become larger problems.
How to Prevent It:
Regularly visiting client sites, conducting walk-throughs, and checking in with facility managers ensures that you're in tune with their needs. It also shows a commitment to service excellence. Use the feedback gathered during these visits to fine-tune your services and demonstrate that you're proactive in addressing concerns. Offer access to a client portal where you can direct message, share inspection reports, and store important information.
3. Tracking Your Team Onsite: Know When They Are (and Aren’t) There
One of the facility managers' top concerns is uncertainty about whether the cleaning team is present and working as scheduled. This is a huge red flag if the team is not being tracked properly, as missed shifts can lead to complaints and dissatisfaction.
How to Prevent It:
Implementing a GPS-enabled timekeeping solution allows you to track when your team arrives and leaves each job site. With real-time tracking, you’ll always know who’s on-site and for how long, providing you with the oversight needed to address any gaps in service before the client ever notices.
4. Ensure Your Cleaning Team Knows the Job
Facility managers expect the cleaning team to arrive fully trained and ready to work. When your team shows up unprepared, it creates more work for the client and signals a lack of professionalism. Facility managers are not interested in training your staff—they expect that responsibility to fall on you.
How to Prevent It:
Clear communication and training are crucial. Before sending your team to a client site, make sure they have a detailed understanding of the scope of work, any special requests, and the specific tasks they need to perform. Use checklists and cleaning instructions that your staff can access easily to keep them aligned with client expectations.
5. Internal Issues Will Eventually Reach the Client
Facility managers emphasized that workplace issues within your cleaning company often find their way to the client. If your cleaners are unhappy, underpaid, or dealing with management problems, it’s only a matter of time before your clients hear about it. Employees often form relationships with clients, and anything that goes wrong internally can spill over into these interactions.
How to Prevent It:
The best way to avoid this is by fostering a positive work environment and maintaining clear communication with your team. Regularly check in with your staff to understand any concerns they may have and resolve them before they affect performance. A happy, well-supported team reflects well on your business and creates a better impression with your clients.
Final Thoughts
Preventing these common issues isn’t just about maintaining good relationships with your clients—it’s about preserving the reputation of your cleaning business. By addressing these pain points head-on, you’ll build a more reliable, efficient operation that stands out to facility managers.
Looking for a solution to streamline your operations and stay on top of these challenges?
Our janitorial management software has the tools you need to automate invoicing, track your team in real-time, and ensure your cleaners are fully prepared for every job.
Learn more about Swept here.
