Unlocking success in contract cleaning

IN THE competitive world of contract cleaning, where margins can be slim and customer demands are ever evolving, one key investment stands out as a critical factor for success: investing in people.

Your workforce, from on-the-ground cleaners and supervisors to managers and office staff, is the heart and soul of any cleaning company. Focusing on the well-being, training, career development and motivation of your employees can significantly impact your company’s success. “Employee wellbeing has become a critical component of creating a thriving and successful workplace,” says Dominic Ponniah, CEO of Cleanology. “In fact, prioritising people’s wellbeing is not just a matter of ethics, but also a strategic imperative for companies like ours.

“We make sure that our people are happy, motivated and successful. We do this through effective engagement, by investing in giving them training, recognising and rewarding good performance, and looking after their wellbeing.”

A skilled workforce is a successful workforce

In contract cleaning, the quality of service you provide is directly tied to the skills and competence of your cleaning crew. A well-trained workforce is not only more efficient but also more capable of delivering high-quality results. By investing in training programmes and certification, you empower your employees to excel in their roles, increasing their proficiency in various cleaning techniques, handling specialised equipment, and adhering to safety protocols.

Hiring and retaining a skilled workforce can lead to significant cost savings. Highly trained employees are less likely to cause accidents or damage, reducing potential liabilities. And because they are more efficient in their work, they can accomplish more tasks in less time, leading to better resource management and improved productivity. “Informed, engaged staff make all the difference to the success of our customers’ recycling schemes, for example. But none of our initiatives would succeed without them,” adds Ponniah. “We find that sustainability links back to our whole company ethos. Cleanology is a Real Living Wage employer in an industry known for low pay; we also provide training, free English classes and mental health support. These benefits show staff they are valued, and that doing the right thing lies at the heart of our business.”

Boosting morale and enhancing motivation

There is a stigma attached to working in the cleaning industry. So, it’s important to make sure people feel like they have a really important role, with good career prospects. “Internal promotions are not only good for individuals, but also the business,” says Ponniah. “We have genuine career progression paths available to everybody. A lot of our managers previously worked as cleaning operatives and have progressed up through the company. It’s really important that people feel they have somewhere to go – that if they do a good job, there is a real benefit to working here.

“Our management team knows what it’s like to be on the ground, and have more knowledge of the industry, our company and our sites. So, the benefits are mutual.”

Employees who feel valued and appreciated are more likely to be loyal and dedicated to your company. Implementing a system of incentives, recognition, and rewards can significantly boost team morale, leading to a happier and more productive workforce.

Motivated employees tend to be more proactive, innovative, and invested in their work. They are more likely to identify and solve problems, leading to increased client satisfaction and higher retention rates. Happy employees can be your best brand ambassadors, as they are more likely to speak positively about your business to others, leading to increased referrals.

Building trust and ensuring two-way communication

Contract cleaning firms thrive on trust and reputation. Clients entrust your company with the cleanliness and maintenance of their spaces, often during non-business hours. Building and maintaining trust requires a workforce that is not only competent but also trustworthy, professional, and consistent. Investing in your team helps foster a strong sense of responsibility, accountability, and professionalism. Clients will appreciate dealing with a cleaning crew that is courteous, punctual, and respects their property. Meeting or exceeding client expectations is essential for retaining contracts and gaining positive reviews and referrals.

Motivating employees requires regular, effective and two-way communication – not just to keep people in the loop by informing them what’s going on in the business, but by inviting feedback on what you’re doing. This is really important when you have remote teams, which is common in the cleaning industry. With the large majority of staff out working on sites, using platforms like WhatsApp to stay in touch can be useful.

Continue to adapt and innovate – and bring your team with you

The cleaning industry is not static. New cleaning methods, technologies, and environmental standards emerge all the time. Investing in your staff by providing ongoing training ensures that people stay up to date with industry trends and best practices. This adaptability is essential for meeting the evolving needs and expectations of clients and regulatory requirements.

An investment in people is also an investment in innovation. Encouraging your team to come up with creative solutions to common cleaning challenges can lead to more efficient processes, reduced costs, and getting the edge over competitors. Because they are on the front line, your employees often come up with the best ideas and insights into what can be improved or streamlined.

Reduce staff turnover

Employee turnover can be a significant cost for any business. Training and integrating new hires can be time-consuming and expensive. High turnover rates can also lead to inconsistency in service and reduced client satisfaction.

By investing in your employees’ development, well-being, and job satisfaction, you can reduce turnover rates. This not only saves money on recruitment and training but also contributes to a more stable and knowledgeable workforce. Long-term employees are more likely to understand your clients' unique needs and preferences, leading to a better service experience.

Complying with the Transfer of Undertakings (Protection of Employment) (TUPE) regulations can be particularly challenging for contract cleaning companies. When a contract changes hands, all staff have a legal right to keep their role regardless, transferring from one cleaning supplier to the next if they wish, and remaining at that site. “We recognise this can be a really unsettling time for people, so we go above and beyond to make sure everybody is happy,” says Ponniah. “This means the HR team visiting sites, meeting people face-to-face, giving people welcome packs and making people feel comfortable. Done wrong, the TUPE process can be a disaster, with disgruntled staff and poor performance. So, it’s important we get it right.”

Health and safety is all important

Of course, in the contract cleaning business, employee safety is paramount. Accidents or injuries not only harm your employees but can also lead to legal liabilities and damaged client relationships. According to the Health and Safety Executive (HSE), there were 81,000 cases of non-fatal injuries in the UK workplace in 2020, which includes injuries in cleaning and support service roles. These injuries result in lost workdays, medical expenses, and, in some cases, compensation claims. Meanwhile, work-related injuries and illnesses in the UK cost employers around £5.6 billion a year in lost productivity and wage replacement, according to HSE.

Investing in safety training and promoting a safety-first culture can significantly reduce such accidents. Plus, a well-trained workforce is more likely to adhere to industry-specific regulations and environmental standards. Compliance with such requirements is vital for maintaining contracts with clients who prioritise sustainability and safety in their spaces. A damaged reputation can lead to lost business opportunities and revenue. Clients in the UK are increasingly conscious of the safety records of their service providers, making safety a key factor in contract retention and new client acquisition. The HSE estimates that every £1 invested in workplace safety returns between £2 and £4 in reduced expenses and improved productivity.

Overall, investing in your people should not be seen as a cost. That’s because it can result in substantial cost savings. Skilled and motivated employees work more efficiently, reducing the time and resources needed to complete cleaning tasks. This efficiency translates into lower labour costs and potentially higher profit margins. Motivated employees are less likely to take sick days or engage in unproductive behaviour. They are more likely to show up on time, work diligently, and take pride in their work, ultimately benefiting your bottom line.

Gain the competitive edge

In a crowded market, a contract cleaning business that invests in its employees stands out. Clients are more likely to choose a company that demonstrates a commitment to quality, safety, and professionalism. Your reputation as an employer that values and nurtures its workforce can give you a competitive edge when bidding for contracts.

“Investing in people is not just a cost; it’s a strategic choice with a substantial return on investment,” adds Ponniah. “The success of a contract cleaning business is, in many ways, a reflection of its investment in its people. At Cleanology, our people are the beating heart of our business, and without their time, energy, and passion, we cannot be successful.”

Dominic Ponniah is CEO and co-founder of Cleanology

For more information visit: https://cleanology.com/services/office-cleaning/