It is inevitable that customers will question your custodial staffing levels from time to time. The best way to respond, or even to combat such questions, is to maintain open communication with the client.

My suggestion is that you acknowledge the short falls of this contract immediately and develop a corrective action plan (CAP) that can bring key stakeholders to the table to find win/win outcomes. In the CAP, you should list all the major issues, who is responsible to manage and a due date for completion. This is a perfect opportunity to bring up concerns you have with the customer such as their failing to provide adequate janitorial closet space, adequate storage, sufficient walk off mats and any other concerns that you may have. This should be handled in a spirit of partnering with them and not used as an excuse for the past poor performance.

A well thought out CAP can actually clear the air of concerns from tenants as well as the main POC (point of contact) at the facility. It is your acknowledgement that not only you are listening but taking proactive steps to correct the deficiencies. It also can engage the tenants and others in a meaningful dialogue that can result in more business over time.

Use the CAP as an agenda to work through all the issues to everyone's satisfaction. Try to keep it brief and specific with clear outcomes so that everyone knows what to expect. An example is that staffing will be adjusted to make sure that workers can cover their assigned areas without overlooking any key tasks. Another example is to inventory all equipment and tools and make immediate repairs or replacement so that the workers can do their jobs correctly.

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 8/19/2015