What Is the Single Biggest Predictor of Subpar Commercial Cleaning Services?
The market is flooded with commercial cleaning services , some terrible, some excellent, and many somewhere in between. Facility Managers often say their biggest challenge is finding a provider that consistently meets expectations and facility requirements.
Why is it so difficult to find a reliable cleaning service? Is it because companies don’t care? Do facility managers have unrealistic expectations? Is it simply the nature of service work?
In our experience, one single factor contributes most to subpar cleaning and dissatisfied Facility Managers: poor communication. A lack of consistent communication between Facility Managers and both the crew and management of a cleaning company can quickly undermine an otherwise strong service relationship.
Why Do So Many Cleaning Companies Still Get Communication So Wrong?
Many cleaning companies focus heavily on products, equipment, and staffing while overlooking communication. Yet even the best tools and staff cannot deliver consistent results without strong communication practices.
Effective communication is essential for any service provider in your facility. Whether the service involves mats, HVAC maintenance, or commercial cleaning , the provider’s ability to communicate and ask the right questions directly impacts the quality of service.
Some companies avoid regular communication because they assume “no news is good news.” Professional cleaning providers understand the opposite is true. Strong companies actively seek feedback and adjust service when needed.
Great cleaning companies recognize that mistakes happen and conditions change. Continuous communication ensures that issues are resolved quickly and service continues to meet expectations.
How Do You Find a Commercial Cleaning Service That Understands Communication Is Key?
Finding a cleaning service that truly communicates can feel similar to online dating: everyone says they communicate well, but claims alone mean little.
Facility Managers must verify those claims. One strong indicator is certification. A committed janitorial service can demonstrate professionalism through industry certifications.
Organizations such as ISSA provide certifications designed to elevate service standards within the cleaning industry.
Companies that complete ISSA CIMS certification must demonstrate adherence to high industry standards, including documented communication procedures.
CIMS certification requires companies to maintain a formal customer communication plan. The certification process ensures providers have clear procedures for communication and feedback and can demonstrate those procedures to auditors.
Choosing a cleaning company with ISSA CIMS certification can act as a shortcut to identifying providers committed to professional service delivery.
Procedures Speak Volumes About Your Commercial Cleaning Service’s Communication
A cleaning company that holds ISSA CIMS certification often provides the strongest chance of receiving responsive, professional service.
Still, Facility Managers should ask prospective companies to review their communication procedures.
High-quality cleaning providers frequently use on-site logbooks to facilitate communication between cleaning crews and facility staff—especially when cleaning teams work evening shifts and rarely interact with daytime employees.
Logbooks provide a simple way to record requests, concerns, and follow-ups so that nothing is overlooked.
Professional cleaning companies also maintain internal systems for managing customer emails and requests, ensuring communication reaches the correct manager and receives a timely response.
Don’t Settle When You Don’t Have To
Many Facility Managers continue working with underperforming cleaning companies because they assume better options do not exist.
In reality, many professional cleaning providers are committed to delivering excellent service and building long-term partnerships with their clients.
While identifying those providers may take effort, the result is worth it. When your cleaning company operates effectively, it allows you to focus your attention on other priorities.
Look for companies with ISSA CIMS certification and documented communication plans, and you will be much closer to finding the right commercial cleaning partner.
