Cleaning Managers Field Complaints Effectively 

Being a manager can be difficult. Workload aside, managers are dealing with a lot of different personalities, people with varying work ethics, and departmental expectations that don't always line up with the willingness of the team. These realities can lead to disagreements, micromanaging, and general frustration for everyone. And when people are frustrated, they complain. 

Studies suggest that managers handle anywhere from 5 to 10 complaints per week, ranging from workplace conflicts to dissatisfaction with policies. Although addressing these concerns is essential, it can also be mentally exhausting. However, with the right approach, managers can respond effectively while still maintaining a positive outlook. 

First, it's vital that managers respond to complaints in a professional manner. Start by being an active listener — give staff members your full attention and acknowledge their concern. No matter how insignificant the complaint might seem, employees want to feel heard.  

Relationship experts also recommend that managers remain objective when fielding complaints, ask clarifying questions, and make sure they fully understand the issue before offering a response. This prevents misunderstandings and puts the manager in the position to resolve the issue based on facts and policies, not emotions.  

At the end of the meeting, determine the next steps and set a date to follow up.

But what about those times a team member just wants to vent? In these situations, it's important to focus on solutions, not negativity. Keep a problem-solving mindset rather than dwelling on frustrations, which will help maintain morale. Frivolous or not, every complaint is an opportunity to improve processes and/or relationships. 

Managing complaints can be draining. But by handling them effectively and staying positive, managers can create a more productive and engaged workplace. 

For specifics on cleaning complaints, check out our cover story. Not only does it break down areas within the facility that receive the most comments from occupants, but it also outlines some of the most outrageous gripes funneled through the department. 

For more managerial advice, our General Session at Clean Buildings Conference (more on page 6) will cover managing staff effectively and how to cultivate a thriving organizational culture. Learn more at www.CleanBuildingsConference.com.