Clean Speak: Complacency Rampant?

Clean Speak: Complacency rampant? Time to re-evaluate!

By Hollye Lindquist July 2004

Recently it came to my attention about a building client who found his contractors day staff “sleeping” on site in the custodial closet repeatedly. Absurdity aside, what is really wrong with this picture? Truthfully, it is the complacency of management and supervisors who knowingly allowed this practice to continue. Aside from the safety concerns and lack of professionalism, this individual has portrayed to the client that you are not serious about the business of maintaining “his” business. How can we avoid these circumstances? By taking a proactive approach to your processes you can insure you’re relied upon staff are fulfilling the needs of the client.

Building service contractors often bid for services requiring multiple shifts to be covered. When it comes to your day staff it is important you project a professional image specifically due to their consistent interaction with the building occupants. They are your business card of sorts, and when a situation arises bringing into question the integrity of your business it is more than important to act expeditiously.

Often times we find ourselves overwhelmed by the complexities and intricacies of each contract. However, maintaining a constant line of communication with your staff is essential. Day staff are the primary link to your professional image. Particularly in this situation what was evident to me, was the casual acceptance that this is an acceptable practice by the supervisor and management. Here are some basic steps you can take to avoid these situations.

Utilize background checks and follow established rules regarding hiring
Perform “routine” queries with building officers
Develop a strong rapport with your employee
Explicitly outline employee’s expectations including specific limitations
Develop frequency schedules to be maintained and kept up to date of required duties
Empower your employee by giving responsibility while noting their accomplishments
Perform routine and impromptu inspections
Review your organizational structure regularly to identify any key changes to be made
Enforcement of established rules

Once you have established a cohesive program with qualified candidates it is important to let them know you support them. Always ensure that you outline the details of your expectations, along with your clients. While your employee may have training or experience in the processes of maintaining a daytime contract; it is important to not throw them to the wolves. Training in your processes is not only imperative but allows for you to visibly see them in action.

Fostering a relationship with your employee by continual interaction is essential. Let them know they are an important member of your team. By creating the image of employee autonomy within the established guidelines you are empowering them to be a responsible staff member.

Hollye Lindquist is a 15 year veteran and General Manager, BSC & ISP Consultant and Trainer for Strategic Building Management Systems aka Whirlwind Janitorial Services of Alaska which merged with Ken’s Janitorial. A specialist in “Greening Custodial” Ms. Lindquist is an active participant in establishing the US Green Building Council chapter in Alaska. Formerly the Host of “Trade Talk” KSUA 91.5FM College and a certified broadcasting professional.