Benefits of Switching To In-House Cleaning

A reader writes: "I manage properties and struggle with the poor, inconsistent services that I receive from commercial contractors in janitorial, carpet cleaning and floor maintenance. They always promise a lot more than they produce after a few weeks. I am considering going in house to save money as well as simplify outcomes. Any thoughts?"

First of all, I can understand your concerns and would like to make the following comments and suggestions for your consideration:

1. Going in house and outsourcing is like a pendulum that swings back and forth every few years similar to the trend in wide ties and skinny ties. You need to make a decision based on ROI (return on investment) of your time, resources, etc. before taking the plunge to in house staff.

2. Be objective and determine the pros and cons of each choice since there is value in each decision as well as risk in each. Who will manage the crew? What type training or credentials do they need for specialty work? How do you go about finding and keeping a qualified supervisor?

3. What has been your process for choosing commercial contractors? If it is simply based on price and an attractive bid package you may need to re-think how you accept proposals. Do they have any credentials as to industry certifications? Do they manage by a set of principles that focus on quality outcomes and customer service?

4. Most contractors can provide one or more letters or provide satisfied customers to contact which can be misleading at first.

5. Most contractors today have access to bid packages and proposal generating software that can provide an impressive presentation that on the surface answers most of your questions.

There are advantages to going in house as well as outsourcing custodial operations. We will look further in future articles.

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.