It is very unlikely that private colleges and universities would be using history books—or even worse, textbooks on software or computers—that are more than a decade old. On the other hand, it is quite likely they are using requests for proposals (RFPs), especially for the cleaning and maintenance of their campuses, which are usually a …
Category Archives: General
Do You Provide Service or Satisfaction?
Here’s a problem shared by many cleaning contractors when it comes to customer loyalty. While they provide an acceptable service for their clients, they often do not take it to the next level, ensuring true customer satisfaction—and thus customer loyalty, one of the ultimate goals of any contract cleaning or service business. “Acceptable service” essentially …
Why We Need Staff Buy-Ins…and How to Get Them
Whenever I start working with a new client such as a university or large corporate facility, one of the first things I do is take a look inside the janitorial closet. Invariably what I find is one or more pieces of cleaning equipment, often costly items, sitting in the back of the closet just collecting …
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How to Handle Complaints Using the LEARN Formula
Let’s face it, no matter how good your cleaning service is, you’re going to get complaints, which means you are going to have to learn how to handle complaints. It comes with the territory, as they say. One reason for this is that cleaning can be very subjective…what is clean to one person may not …
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Advances in Floor Care Equipment
When it comes to floor care equipment, there are some bright spots on the horizon that should make the process safer, easier, and definitely greener. We are seeing machines now that use water, energy, and cleaning solutions far more efficiently than equipment introduced just a few years ago. Expect these and others to be on display …
Putting “Professional” into Professional Cleaning
Several years ago, I was tasked by The Walt Disney Company to overhaul its large custodial department. At the time, the department, by most all standards, was not professional or, at the very least, had considerable room for improvement. They wanted a professional cleaning operation. I was tasked with turning it into a cleaning department made …
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Pitching a Rate Increase
As most cleaning contractors know, pitching a rate increase on a customer can be very difficult. Often, in the mind of the cleaning contractor, there is the fear that by pitching a rate increase, there is a risk of losing the account. The letter or email just might cause the client to start taking bids. This may …
Trends in Building Operations
The concerns of large facilities are always evolving, according to Ron Segura, president of Segura Associates and we can always expect that over time there will be new trends in building operations. His company helps organizations, such as Stanford University, Adobe Systems, Google, and others, operate their facilities in a healthier, more sustainable, and efficient …
Making the Janitorial Closet Greener and More Sustainable
The summer months may be when students and teachers get a little time off, but for cleaning professionals it’s when their real work begins. Along with stripping and refinishing floors, cleaning carpets and windows, something else cleaning workers should be doing is making the janitorial closet greener and more sustainable. Making the janitorial closet greener and more sustainable …
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Sustainable Buildings
Most building owners and managers now have a pretty good understanding of what a “green” building is. It typically refers to a facility that has been constructed and is being maintained with products and materials that have a reduced impact on the environment when compared to comparable materials used for the same purpose. However, things …
