How Managing People Right Drives Jan/San Retention

By Jerry Flug

Managing people effectively in the commercial janitorial world isn’t just a task, it's a necessity for thriving in today’s competitive marketplace. Did you know that employee retention rates can plummet when management fails to prioritize team dynamics and culture? 

In this article, we’ll dive into the critical importance of strong management practices in the janitorial sector, exploring how leaders affect employee retention, customer satisfaction, and overall company growth. Let’s uncover strategies that ensure the management team is well-equipped to navigate the complexities of leading a successful company or department. 

The commercial janitorial world is often overlooked, yet it plays a critical role in ensuring businesses operate smoothly. Behind the scenes, janitorial services tackle various cleaning and maintenance tasks, allowing businesses to focus on their core operations. However, to provide superior services and maintain a competitive edge, the role of managers cannot be understated. 

Strong management in the commercial cleaning industry leads to better results, influencing employee satisfaction and work culture. Here's why effective management is key: 

1. Employee Retention Matters 

When managers understand and support their employees' challenges, they foster a culture committed to retention. This is particularly important in the janitorial field, where employee turnover can be high. Investing in employee engagement initiatives, offering proper training, and ensuring recognition are crucial to creating a work environment that employees want to stay in. In fact, companies that prioritize employee retention can experience up to a 25 percent increase in productivity. 

2. Enhancing Customer Satisfaction 

Management style directly impacts customer satisfaction. Good leaders foster a team that takes pride in their work. When employees feel respected and valued, they tend to provide higher-quality service. Implementing a framework for employee feedback will help leaders understand the needs of the team, which positively influences customer perception. Satisfied employees lead to satisfied customers — it truly is a two-way street. 

3. Facilitating Company Growth 

To foster growth in the janitorial sector, management must focus on strategic communication and training. Managers are the front-line leaders who implement company vision and strategic goals. Growth primarily emerges from the ability to adapt, innovate, and execute strategies efficiently. By empowering managers with the right skills and training, you equip them with tools to drive improvements that ultimately lead to business growth. 

Ongoing Training for Management Teams 

To ensure effective management, training should never be viewed as a one-time event. Ongoing training nurtures growth and helps managers develop soft and hard skills that are necessary for leading teams. This includes: 

- Leadership Skills: Training should start with leadership development focusing on how to motivate teams, resolve conflicts, and create a positive work environment. 

- Technical Knowledge: Janitorial services are also prone to new technological advancements. Providing managers with information about the latest equipment and cleaning techniques ensures that they can oversee operations effectively. 

- Customer Interaction: Managers should know how to handle customer feedback and expectations. Training in communication skills and customer service strategies is essential for seamless day-to-day operations. 

4. Cultivating a Positive Employee Culture 

Company culture starts at the management level, where strong leaders create an environment that makes employees feel safe and valued. These positive work environments encourage open communication which also enhances team collaborations.  

When management commits to improving employee culture, everything from productivity rates to absenteeism improves: 

- Employee Empowerment: Great managers empower their teams to take ownership of their work. This not only boosts morale but also encourages individual accountability. 

- Feedback Loop: Establishing systems to recognize employee contributions can create a sense of belonging and trust between employees and management. Regular surveys or suggestion boxes can help communicate that management cares about employee opinions. 

5. Case Studies of Effective Management in Janitorial Services 

Understanding how other organizations have successfully managed their teams can provide insights into best practices: 

- Case Study A - CityClean Co.: Implemented robust training programs for managers leading to a 50 percent reduction in employee turnover and a significant drop in customer complaints. 

- Case Study B - Sparkle & Shine Services: Prioritized open communication and feedback systems, resulting in improved employee morale and a 30 percent rise in customer recommendation ratings. 

Lessons Learned from the Case Studies 

Learn from these examples to tailor management strategies: 

- Invest in Training: Commit to training and development for the leadership team to accelerate retention and satisfaction. 

- Prioritize Open Communication: Ensure channels are available for feedback and ensure employees feel heard and respected. 

- Adapt and Overcome: Cultivate an adaptive management style that readily embraces change based on employee and customer feedback. 

Let's Talk About Training 

Training the management team should not be an afterthought. It must be an essential pillar of the organizational strategy. Start with these steps: 

1. Assessment of Current Skills: Identify the strengths and weaknesses of current management practices. 

2. Define Training Objectives: Clearly outline the training goals and what you want to achieve. 

3. Develop Training Modules: Create diverse training modules addressing manager-specific needs, whether through workshops, online courses, or one-on-one coaching. 

4. Implementation: Roll out the training program and encourage participation. Make training sessions engaging and informative. 

5. Feedback Collection: After training, gather employee and management feedback to assess the efficacy of the training program. 

Finding the right way to manage teams in the commercial janitorial sector directly impacts employee retention, customer satisfaction, and company culture. Remember, it's crucial to prioritize ongoing training for the management team to equip them with the necessary skills to lead effectively.  

By cultivating an environment that values communication and training, you can transform your business culture and drive growth. It’s time to train, and it's time to make the change from bad managers to capable leaders. 

As founder of HRA Consulting Group, Jerry Flug draws on his extensive 30-year career in building services to help business professionals reach their full potential. His leadership experience includes 18 years as CEO of a regional commercial cleaning company, where he developed deep expertise in executive management, defining building culture, and industry operations. Through HRA Consulting Group, Jerry combines his entrepreneurial success and industry knowledge to guide business owners toward sustainable growth. His holistic approach focuses on achieving excellence in both professional endeavors and personal development, empowering clients to create lasting success.