What is the real purpose of a janitorial inspection? Is it to find fault, point fingers, let your customer know where you’re lacking? No, it’s to be proactive in finding and fixing the little problems before they become big problems that your customer finds.
The #1 way to keep your customer happy is to keep their facility clean! Don’t ever forget that fact. Yes, your customer needs to like you on a personal level and you need to maintain a friendly, professional relationship, but don’t rely on that to keep you there.
The #1 way to keep a facility clean is to do regular Janitorial Inspections for quality control! Let me just touch on my Top Ten, time tested Inspection Tips that have served me well in 25 years in this great janitorial industry. Remember, people do what you “inspect”, not what you “expect”!
- Keep it simple!: One or two page inspections. i.e., Don’t grade every single toilet individually, but give an overall grade of the whole restroom, with comments to your staff about specific deficiencies, like “Restrooms are good overall. Toilet bases and partitions need improvement”, etc.
- Frequent Visual and 1 Formal Inspection: Do frequent walkthru visual inspections for you and your staff only and 1 formal inspection for your customer to show that things are up to standards or have been brought up to standards by your inspection date.taking care of things you need to inspect it after it’s been cleaned and before your customer uses the building again.
- Have an Inspection checklist: Know what you’re looking for and check off what’s up to standards and what’s deficient.
- Inspect it after it’s been cleaned: This may seem obvious, but don’t inspect at the beginning or the middle of a shift. To see how your staff is taking care of things you need to inspect it after it’s been cleaned and before your customer uses the building again.
- Know your customers hot spots: Know your customers top priorities. Restrooms, glass doors, dusting? Put extra emphasis on these areas and make sure your staff knows as well.
- Fix things now! : When you find deficiencies, fix them yourself now! If a trash can was missed, empty it, if a soap dispenser is empty, fill it. Mark it in your inspection and let your staff know, but take care of it now.
- Praise the good!: It’s perfectly acceptable to point out deficiencies, but don’t demoralize your staff. Let your cleaners know what they’re doing right!
- Let customers know you’re doing regular Inspections: It strengthens your relationship and shows that your company is serious about taking care of them!
- Send your customer a monthly report: This shouldn’t be the inspection that you share with your staff. You don’t want to point out where your staff is lacking, that’s for you and your staff to see and fix. Their report needs to show that things are up to standards or have been brought up to standards by your inspection date.
- Do it again: Be consistent! Do inspections this month and next and so on! Whether your customer ever looks at your Monthly Inspection Report or not, they will look at the cleanliness of their building. Remember, the #1 way to keep their facility clean is to do regular Janitorial Inspections for quality control!
If you want to see your customer retention rate skyrocket, do consistent inspections!