Nearly every contract cleaning company refers to its customers as, well, customers. Some may call them “clients,” which is similar to using the term “customers,” while others actually demote their patrons by calling them an “account.” This terminology, while useful, sets up a certain dynamic that isn’t as advantageous for contract cleaners as it could be.
I would like to suggest that cleaning contractors do away with terms like “customers” and stop thinking of them as accounts. Instead, the term we should all start using in the 21st century is “partners.” This term reflects the future of the contract cleaning industry, which is going to be all about partnering with those who need cleaning and maintenance services.
If this all sounds a bit esoteric, possibly we can clarify the differences among these terms with some basic definitions:
- According to Google, a customer is “a person or organization that buys goods or services from a store or business,” similar to how we defined it earlier.
- With the word “account,” the customer is no longer even a person or organization but rather a number, part of a list of facilities where this company provides services.
- By comparison, Google defines “partner” as a person or organization that “takes part in an undertaking with another or others, especially in a business or company, with shared risks and profits” (emphasis added).
Partnership in Action
With a basic understanding of these terms, let’s see an example of what it means to be a partner with a client. A contract cleaning company in Northern California suggested to a very large high-tech company that there may be a way to reduce the number of liners used in their facility. This high-tech company is very focused on sustainability, so the decision makers were highly interested in this idea. As an added benefit, it could save them a considerable amount of money based on how large the facility is and how many people work for this company.
What the cleaning company suggested was to set up a pilot program in one section of this very large office complex. The program proved quit successful, and this high-tech company began implementing the changes throughout its corporate campus.
In this case, both the cleaning contractor and the high-tech company shared a risk, which is one part of our definition above. Neither knew how well this pilot program would work out or if it would work out at all. For instance, building users might not like the program and complain about it or might adapt to it quite easily and even be glad it was implemented.
Further, they both shared in the profits, although in this case a better term for profits might be “benefits.” Yes, the high-tech company was able to reduce its supply costs, which could help improve its bottom line, but it was also able to take a large step toward its goal of becoming a leader in sustainability.
And the contract cleaner also benefited. This cleaning company is very concerned with sustainability, so its leaders were proud that this pilot program worked out so well. But equally important, their relationship with this company became much stronger. The cleaning contractor is a partner with this organization in every sense of the word, helping the high-tech firm to operate its facility in a more sustainable and profitable manner.
Let’s be clear. This is not just a matter of semantics. Cleaning contractors need to change the way they think about the companies that hire them. Among the ways a cleaning contractor can partner with an organization are the following:
- Be and act professional at all times.
- Have a vision and make a commitment to those who use your services, such as suggesting ways they can reduce operating costs, become more sustainable, and minimize waste. Then help them accomplish this.
- Be adaptable and open minded; large organizations in particular make changes that will impact your services.
- Address any problems quickly.
- Become a “solutions provider” for those who hire you.
- Get to know people at all levels at the organizations you service.
- Communicate frequently and always be honest.
The value of a partner is reflected in other ways as well. Each month you get a check from this customer. When a company views its cleaning contractor as a partner, that check is no longer an expense. It is now viewed as an investment, and that is exactly what you want to be for the people you serve.
Ron Segura is president of Segura Associates. His company works with large organizations to streamline their cleaning and building operations as well as promote sustainability and healthier cleaning strategies so that facilities function more effectively and efficiently and realize a cost savings. He can be reached through his company website at https://www.seguraassociates.com
