- consistent, high quality janitorial service
- pricing that represents an unbeatable value
- total “ownership” of the cleaning in your facility
How will we carry out this commitment? Our proven action plan has the following key components:
- clearly identify and respond to your needs
- develop a customized service plan for your facility
- assign the best personnel
- properly equip and train our personnel
- implement the most effective cleaning strategy
- consistently monitor our performance
- implement rigorous quality control systems
- provide regular two-way communication
- ensure the direct involvement of senior management
- regularly review our overall performance
- maximize our efficiency and minimize price increases to you
Clearly Identify and Respond to Your Needs
During initial interviews, we listen closely to your needs. We carefully consider your past experiences, current expectations, desires and priorities. We try to identify your precise objectives in outsourcing or in seeking a new service provider. Our initial proposal and service plan is a direct response to these needs.
Responding to needs is an ongoing process as well. We strive to keep the lines of communication open and endeavor to be attentive to your evolving needs. This is at the heart of what it means to deliver service in a proactive manner.
Develop a Customized Service Plan for Your Facility
Once we identify your needs, we devise a customized and comprehensive service plan for your facility. This plan encompasses specifications, work schedules, cleaning strategies, staffing, supervision, supplies and equipment, training, safety and security, quality control, communications, and any other relevant issues/areas. It takes into account initial start-up requirements, ongoing maintenance needs, and any short or long range opportunities for improvements in quality or efficiency, the benefits of which can be shared with you.
Assign the Best Personnel
Those who have experience with cleaning companies often comment: “the service is only as good as the on-site personnel.” More specifically, they note that it is the quality of the on-site supervision that has the most direct impact on performance. We understand this and have built our company around the principle that “the people make the difference.” Our ongoing purpose has been to create and maintain a dynamic work environment, one that attracts and motivates great people—people who are committed and who bring the necessary “ownership” to their jobs.
The personnel assigned to service your facility will include:
Operations Manager – The Operations Manager is a key member of our senior management team and serves as your primary contact. This individual takes bottom line responsibility for our performance. He or she understands the contract and our service plan thoroughly, actively directs operations in your facility, maintains close contact with you, and possesses the knowledge and authority necessary to meet all of your needs.
On-Site Supervision – There is no doubt that in contract cleaning the quality of the on-site supervision is critical. For us, this has long been an area of strength. According to many of our clients, the quality of our Supervisors is the distinguishing feature of our company. In order to secure the best performers for these positions, we screen and select very carefully. Whenever possible, we promote from within. What sets our Supervisors apart, however, is the thorough training, competitive pay and benefits, and positive work atmosphere we provide.
We will devote the maximum amount of supervision time possible to your facility, and will ensure that the Supervisor remains free to supervise. Our on-site Supervisor is supported by an Area Manager, who provides training, direction, encouragement, and, as needed, additional human resources to keep the Supervisor from becoming bogged down in production tasks.
Cleaning Personnel – Despite operating in one of the tightest labor markets in the country, we have consistently been able to attract and retain enough qualified cleaning personnel. Indeed, in an industry know for severe labor shortages, we have been able to maintain high levels of staffing. This is owing to a variety of factors—effective human resources practices, competitive pay, thorough training, opportunities for advancement—but the most important is a motivating work environment that enhances employee retention and enables the company to be largely self-recruiting (currently, more than 65% of new hires in our company come from employee referrals and former employees returning).
In starting a new facility, we try to place only trained, tenured cleaning personnel. When this not feasible, we provide additional supervisory or production support as needed during the start-up in order to ensure that you are protected from the new recruits’ “learning curve.”
Properly Equip and Train Our Personnel
Perhaps the two biggest mistakes Building Service Contractors make is to cut corners on supplies/equipment and training. Unfortunately, other efforts to provide quality service are undermined when workers lack the necessary tools and skills to perform the job.
We are committed to providing our on-site personnel with the supplies, equipment and training they need to complete their assigned duties to the required standard. Our dedicated Supplies and Equipment Department takes responsibility for ensuring that the tools we use are state-of-the-art, that personnel understand their proper use and care, and that adequate inventory is maintained at all times. Further, we have in place a full array of training programs designed to ensure that the employees who take care of your facility on a nightly basis are trained thoroughly and properly.
Implement the Most Effective Cleaning Strategy
Our cleaning strategy for your facility will be tailored to its unique needs, specifications, and physical layout, among other considerations. We are experts in all aspects of cleaning and understand and utilize both of the main cleaning methodologies practiced in our industry: team and area/zone cleaning. Whether proposing, reassessing or refining our service at your facility, our approach will be to implement whatever strategy or set of procedures we feel will produce the best combination of efficiency and productivity—providing you with the highest level of quality for the lowest possible price.
Consistently Monitor Our Performance
Because we believe in managing our service proactively, we do not wait to find out from you, “how we’re doing.” We monitor our own performance—regularly and thoroughly. Supervisors double check the work of the cleaners every night. The Area Managers walk-through and inspect their facilities on at least a weekly basis. Depending on the size and type of the facility, Operations Managers visit during the day on a weekly, semi-monthly or monthly basis. Further, we use a system of feedback and quality control that provides us with the information and visibility necessary to address or solve problems before they arise.
Implement Rigorous Quality Control Systems
In addition to utilizing extensive and overlapping levels of supervision/management, we secure consistent quality by completing regular formal inspections of quality. On a monthly basis, Supervisors complete written inspections for each cleaner, evaluating overall performance and the quality of each assigned task or area. Deficiencies are corrected immediately, and any additional training needs are addressed.
Area Managers and Operations Managers complete regular web-based evaluations of quality during both daytime and nighttime facility visits. Any needs, concerns or requests are recorded and processed using work tickets generated by our quality control software, OrangeQC. This program provides clear communication and visibility, and ensures that each item is followed through to completion.
OrangeQC offers customers an effective alternative to those on-site paper logbooks for daily communication of cleaning-related issues. OrangeQC is available to all customers at no extra cost. In addition to work tickets, the program also enables customers to submit quality control surveys at any time. All of these communications are reviewed daily by our Executive Management Team.
Provide Regular Two-Way Communication
Because our service is based on the principle of identifying and meeting your needs, regular two-way communication is an imperative. As described above (consistently monitor our performance), members of our management team will visit your facility and check in with you on a frequent, regularly scheduled basis. Our purpose in meeting with you is to listen carefully to your needs, desires and perceptions. We know that our success turns on our ability to continually improve our performance, to increasingly provide you with the service you deserve.
Ensure the Direct Involvement of Senior Management
To secure “total ownership” of the cleaning in your facility, we make sure that our most experienced and committed managers are directly responsible for nightly operations and remain in close contact with you. Your key contact, the Operation Manager, directly oversees the Area Manager as well as the Supervisor and on-site team, and visits the facility not only during the day but at night while operations are in progress.
Furthermore, our Executive Managers check in with you on a regular basis to ensure that the senior manager assigned to your facility is in fact taking the necessary “ownership” of the service, as well as to make certain that we are delivering what we have promised.
Regularly Review Our Overall Performance
On an annual basis, we will ask to sit down with you to review our overall performance. This review is not, as with some vendors, simply a pretext for delivering an annual rate increase. In fact, we schedule this meeting mid-way through the service year in order to keep it separate from the issue of any price increase. The annual review is a time to assess our overall performance and your satisfaction, as well as to revisit the contract specifications and address any changing realities or needs. It is a formal opportunity to review our partnership, to determine if there are ways to improve the quality of our service or to increase our value to you.
Maximize Our Efficiency and Minimize Price Increases to You
We understand that we are in a highly competitive industry. We also understand the pressures that many who outsource their cleaning are under to secure the highest possible quality for the lowest possible price. With this in mind, we strive to maximize efficiency and productivity in the delivery of service—our goal is to minimize, even eliminate price increases to you.
Of course, because of the competitiveness in the industry, we have to assume high levels of efficiency and productivity from day one, and this is reflected in our initial proposal for service. Nonetheless, we are always looking for further gains in efficiency, either through improved tools or methods or through ongoing experience in your facility. We value your business and are committed to sharing any such gains with you. This is, we believe, what it means to be a true “strategic partner.”