Custodial operations have never been easier while at the same time being harder than in today’s highly competitive environment. Too many people try to use a “one size fits all” approach to custodial operations. Cleaning a route of 10-15 small sites scattered all over the city is different from cleaning a 300,000 square foot office building that has its own built in janitor closets and equipment stays onsite. Knowing the customer’s definition of “clean” is very important since the best specifications can fail to address their true concerns. Educating customers and tenants to the importance of NOT using cleaning chemicals that may have an overpowering fragrance but do nothing to actually clean and disinfect. Watery eyes and clogged sinuses does not necessarily mean that tenants and visitors are safe to use an area.

Having good (or should I say great) people skills is essential to knowing how to read a customer’s concerns and addressing them without becoming argumentative, defensive or confrontational. This may mean knowing how to share the specifications or introducing new technology or simply finding a win/win outcome for an unreasonable demand that they consider important. By the way, if it is important to them, it should be important to you as well.

I have learned that asking for clarification (when I already know the correct answer) is important in establishing trust and communication whether it is with a front line worker or a customer. Knowing the contract and being able to guide them to a satisfactory conclusion may just delay their looking for your replacement due to a sense of frustration in your “not getting it”. This usually translates to their inability to express what they really want to accomplish and that is where your listening skills and positive feedback can save the day.

We face a lot more than simply emptying trash cans and mopping floors. The successful BSC understands that the challenges facing them usually have a strong human element. Your comments and questions are important. I hope to hear from you soon. Until then, keep it clean...

Mickey Crowe has been involved in the industry for over 35 years. He is a trainer, speaker and consultant. You can reach Mickey at 678-314-2171 or CTCG50@comcast.net


posted on 5/27/2016