“Cleantec Is an Invested Partner Focused on the Success of Our Business”
OVERVIEW
Cleantec was engaged by a global manufacturing client in search of a new janitorial service provider. We were encouraged by the client to bring a fresh approach as the current program was not meeting their expectations.
With a 1.8-million square foot facility, the client experienced a lack of communication, leadership, and organization with their previous cleaning company, which failed to meet expectations, used out-of-date equipment, and did not offer any special project work.
Specific shortfalls included:
Failure to Communicate
The cleaning company did not provide a communication platform. The client said they had to hunt people down from the cleaning company in order to address issues with staff, quality, etc. Additionally, the cleaning company failed to follow up with the client when there were issues, whether they were addressed or not.
Lack of Leadership
The client said the management lacked proactive leadership and failed to provide adequate staffing to complete duties. In fact, the client was always pointing out deficiencies and directing the site supervisor on what needed to be done. The client said the cleaning company left the site supervisor on an “island” and did not support him.
Failure to Deliver on Promises
While the cleaning company claimed to have all the system capabilities in place, such as proprietary QC inspections and CRM, the client felt it was never implemented and executed. While the client wanted a partner that would collaborate with them and provide solutions to challenges as they arose, constantly improving service offerings, the cleaning company consistently failed to deliver.
Failure to Report on Activity
The cleaning company did not hold quarterly business reviews and report on their metrics, nor did not have a clear plan on how to clean the 1.8 million square foot facility. In fact, there weren’t even checklists to direct staff and validate cleaning plans.
Lack of Accountability
The client said the former cleaning company “did not care.” Their management structure was insufficient; they were understaffed and failed to complete the scope of the work – let alone look for opportunities to improve. The cleaning company did not invest in new equipment and did not maintain existing equipment to ensure it was in good working condition. Instead, the cleaning company stuck to the letter of the contract and did nothing more, even if they saw there was an opportunity for improvement.
After experiencing extreme dissatisfaction with the existing cleaning company, the client was in search of cleaning professionals with the experience to develop a new and improved approach. They wanted ongoing improvements to safety, proactive measures to improve service and quality, and sufficient cleaning staff on-site at all times.
As a business that values relational over transactional contracts, Cleantec immediately got to work researching how to help the client meet their objectives and ultimately build a successful relationship. Cleantec’s goal was to become a proactive partner that would take accountability, sharing ideas for improvement with the client, and staying out in front of them.
APPROACH
Relational Contract
At Cleantec, we pride ourselves on building collaborative partnerships designed to build trust and provide complete transparency. We call this a Relational Contract, a departure from the traditional Transactional Contract that fosters an arms-length relationship with little trust and transparency.
We don't simply write out a static contract proposal with a list of what we will do; instead, we invest time upfront learning about our client and their unique needs.
Over time, as we develop an understanding of what our client needs to be successful, we can tailor our services to custom fit those needs.
This is our approach with every new client, and it is based upon six guiding principles:
Reciprocity - Autonomy - Honesty - Loyalty - Equity - Integrity
Two months before starting the contract, Cleantec hired a dedicated site supervisor and sent a team of four staff members to map out the client’s facility.
Utilizing 45 years of experience as well as innovative processes and technology, our local team mapped out the facility, including taking pictures and coordinated cleaning plans to ensure thorough coverage. We developed a program that elevated and continuously improved the overall quality and integrity of the client’s facilities.
Once completed, Cleantec presented the client with a comprehensive plan of action. This included:
Instituting (2) eight-hour shifts to complete all cleaning needs for the 1.8-million square foot plant
Developing comprehensive schedules for each cleaner to ensure thorough completion of daily assignments
Investing in needed equipment to properly and thoroughly clean the manufacturing facility
Developing a client communication portal for direct communication with Cleantec personnel
Introducing two levels of leadership on-site to ensure proper coverage and management at all times
Conducting Quarterly Reviews to address potential issues as well as special projects the client requests
Developing a quantitative report outlining successes
Incorporating special project work including:
Carpet Extractions
Strip & Wax of VCT
Window Cleaning
Scrub walkways
Pressure Washing bathrooms, etc.
RESULTS
Overall, the execution has created a partnership between Cleantec and the client in which the client can rely on us to quickly identify and address needs, sometimes before they know they exist. We have established ourselves as a strategic partner that can anticipate future needs, align with the client’s plans and objectives, and ultimately expand on the total value we provide.
Implementing a communication portal has allowed Cleantec to respond to all of the client’s inquiries and needs within a two-hour period. Due to our quick response time, the client is confident all concerns are being met.
Cleantec also delivers quarterly reports outlining performance data over a three-month period. This provides the client with a comprehensive view of what services and actions are conducted daily as well as outlining potential areas where services may need to be added. For example, as the client faced reopening during the COVID pandemic, Cleantec offered disinfecting and sanitizing services using electrostatic spray technology.
“Cleantec has exceeded our expectations on all levels. We don't know what we would have done without them, especially during this pandemic. Cleantec spoke directly to our concerns from day one. Their team has established themselves as a collaborative partner willing to adapt to our changing needs and requirements. And their customer portal allows us to address concerns and make suggestions in real-time. They truly are an invested partner focused on the success of our business.”
Cleantec aims to offer helpful information to our clients and friends. We currently serve all of New York, including the Syracuse, Ithaca, Manhattan, Rochester, Utica, and Buffalo regions. We also have operations in Palo Alto, CA; Denver, CO; Muscle Shoals, AL; Tampa, FL; and Sanford, NC. Give our sales professionals a call at (877) 469-0543 for a free consultation and quote regarding janitorial services. Learn how we can help your business achieve your cleaning needs.
Cleantec ensures all staff members are thoroughly vetted conducting background checks and drug testing. In addition to providing professional cleaning services, we are also a supplier of specialized cleaning products and green chemicals. Please call (315) 463-5353 to place an order.
