How to Find Good Help

A property manager's decision to increase janitorial cleaning services can be spurred by a number of factors: the acquisition of a new property, a surge of tenants in an existing facility or poor service from the current custodial staff. Regardless of the reason for seeking help, hiring a janitorial cleaning services provider need not be an arduous task. Here experts share tips on the best search, hiring and screening practices.

Determine Your Needs
Assess your building to find out exactly what needs to be serviced—take an inventory of common areas (lobbies, bathrooms, food service areas, etc.) that will need frequent cleaning. Note any special requests from tenants and prepare a realistic budget. "As pricing will be determined by square footage, evaluate the size and specifications of your building," notes Donnie Robinson, Institute of Real Estate Management member and vice president, asset services, at CB Richard Ellis in Charlotte, N.C. "Note what areas are occupied or vacant, what specs have to be met, your expectations for delivery of services and on what schedule, plus recycling and special waste removal."

Once your requirements are laid out, you'll be ready to start screening candidates. "While traditional newspaper employment ads often are used for part-time workers, many [managers] put out the word among current employees who know the job best," says Jeff Bishop, technical advisor for the Society of Cleaning and Restoration Technicians. Robinson also recommends speaking to fellow managers at commercial properties in your area. "Ask if their providers are doing a good job—it may be a good resource for finding better janitorial services for your property," he says. Often, property managers will not have to put out any advertising. "I'm usually inundated with requests from janitorial providers," Robinson says. "It's such a competitive industry—I get at least two to three calls per week."

Once candidates have been chosen to interview, prepare a list of questions and your own terms of what you expect to get from the janitorial provider. At the time of the interview, have job specifications and duties ready for review, says Doug Hickfang, director of hospitality for Addison, Texas-based Jani-King International Inc., a commercial cleaning franchise. "A cleaning schedule should be presented. This form will break down the facility by area and define the frequency and type of cleaning to be done in that area."

"Property managers should also note any special requirements above standard service," Robinson says. "For example, if tenant ‘X' wants his fridge cleaned every Friday, or if above-standard materials are handled by other contractors, such as a marble lobby being serviced by a marble-cleaning specialist."

Before Making the Hire
When interviewing, be discerning. "It's critical to determine three things: honesty, willingness to work and ability to communicate," Bishop says.

According to Robinson, the keys to a good firm are its supervisors. "The supervisors can make or break the hire," he says. "If the cleaners aren't well-supervised, quality drops off. Does the supervisor check up on the employees? Plus, every firm is going to make mistakes. How do supervisors respond to issues? Do they have a follow-through procedure?"

Or, look for candidates that go above and beyond standard interview protocol. "The ideal employee is proactive and makes recommendations which would provide for the optimal upkeep and longevity of the facility," Hickfang says.

Before hiring, it's important to do criminal background checks and references. "It's essential to work with a reputable company, with that reputation established through references," Robinson says. In addition, make sure any firm you decide to hire is bondable and insured.

Drafting the Contract
In your contact, determine an agreed-upon price per unit, credit for vacancies (space not being cleaned), payment schedule, time limit/duration of the contract, insurance requirements and terms for termination. Finally, determine who will supply uniforms, cleaning supplies and equipment, and at what cost.