Clean Wizards Exceptional Custodial Management ...
Our service starts with a clear and precise definition of each account’s custodial requirements. This is accomplished through the joint preparation of detailed cleaning specifications. This specifications document guides us in the staffing and special work scheduling requirements required to meet the custodial and janitorial needs of each customer we contract with.
A Supervisor is assigned to every building. This individual is responsible for all aspects of the cleaning at his or her assigned facility. His close and continuous supervision include an inspection of every room each night.
Clean Wizards Supervisors are hired from within. We have an open policy that any employee of Clean Wizards can attend our two week formal Supervisor Training Program. They are paid extra for attending these classes. Graduates are normally employed initially to relieve regular Supervisors during vacations or illness. Those that show they have a knack for supervisory duties are employed as openings occur. In other words, our custodial supervisors are skilled professionals.
Superviors telephone our office before beginning each shift. We tell them of any problems which may have been brought to our attention during the previous shift and check to make sure that any previously identified problems were resolved.
Each account is provided with a daily log in which the Facility Manager may communicate directly with our shift supervisor, and through which our shift supervisor will bring any concerns or questions directly to their attention.
While it is true that all janitorial and custodial services firms draw from the same labor pool, it is not true that all janitorial and custodial services firms have the same type of people. Our primary source of employees comes through word of mouth advertisement from our present staff. Having a reputation of paying a fair wage and treating our personnel with respect allows us the luxury of having a waiting list of people to choose from.
We use a four step approach in selecting our employees:
- A visual screening to eliminate the obviously undesirable.
- A careful examination of the written application to see if the applicant can follow instructions and meets our selection criterion.
- A background check of previous employers.
- Only the very best applicants are selected to attend our janitorial training program. In addition to cleaning procedures, techniques, and maintenance of equipment, the importance of public relations is also stressed.
We hire two person teams with each person given a specific janitorial task to accomplish (the first team member takes care of general cleaning and the other does the floors). A certain level of cleanliness is specified, and required at completion at each shift. –Rountine cleaning may be specified, as opposed to heavy cleaning in the work order or service agreement. “Routine” task include emptying trash, vacuumming and sweeping floors, and other simple cleaning jobs. The heavy or difficult cleaning task, such as stripping and waxing of V-tile floors, are assigned to specially trained and equipped cleaning crews which are controlled and scheduled by the home office.
Even though we try very not to make mistakes, our experiences have proven that they will occur (Murphy’s Law, if you will). For this reason, we try to provide day personnel in our accounts. The cost of such personnel are offset by assigning to them certain cleaning tasks other firms do at night (for example, cleaning of fire escape stair wells).
These personnel are carefully selected and trained to be able to provide not only cleaning tasks, but also public relations duties as well. Duties are jointly determined and as we like to say, can be anything as long as that requested to be done is neither illegal, immoral, or fattening!
Each account is inspected twice monthly by Staff. Doug inspects during the hours of cleaning, and he visits again during normal office hours. With the Building Manager’s permission, Doug will also visit each tenant to make sure there is no dissatisfaction with the cleaning services (Our experience has been that there is a marked difference how the cleaning is perceived during day light hours and night time). Basically, Doug checks to make sure we are performing according to specifications. He also checks to see how our work is perceived.
The Clean Wizards Company’s Quality Assurance Program
Clean Wizards recognizes the responsibility monitor performance. To that end, we continually inspect our work during both the day and at night, on a scheduled basis as well as random inspections, in a never ending to find potential problem areas before they become issues to our customers and their employees. Our stated goal is to be proactive with our cleaning obligations.
However, the providing of custodial services is a very labor-intensive business. No matter how hard we try, mistakes will happen! We realize that such mistakes are our responsibiliy and are addressed immediately. This leads to two areas that are extremely critical to the Clean Wizard’s Quality Assurance Program: Communication with our Customer and Follow-Up by our Staff.
Communication with our Customer: We have many different ways for our customers to communicate with us, so that each of our individual customers can use what is most comfortable to them.
- We tour our customers accounts during the day on a regular basis, either with or without customer contact (at their discretion), and make ourselves available to discuss our work in person.
- We make ourselves available in person to our customers employees or tenants (again at our customers discretion) discuss any issues or unique cleaning challenges that they may have.
- Email, for our computer savvy customers that want to utilize the time saving method of communication, has been especially helpful to our customers to track comments and requests. The ability to send or receive any necessary attached files back and forth helps to enhance our service.
- To insure quick communication and/or issue resolution, the customer contact gets our office phone number, cell phone number, office fax number and email address of each of the owner/manager’s of Clean Wizards.
- Every account has a “Communication/Control” (the “Red Book”) book placed in the account at a spot decided upon by our customer. This is to help aid in quick and direct communication between our night staff Account Management.
Staff Follow-Up: If a performance issue comes up, we accept the responsibility to redress the issue in a prompt and courteous manner to the complete satisfaction of our Customer. We accomplish this through our “Closed-Loop” system of communication.
- A Customer Issue is Communicated via phone, email, fax or in person.
- Initial Response: Clean Wizards responds back to customer via phone, email, fax, or in person to verify we received issue. Depending upon problem, Clean Wizards contact may check issue in person (meet with customer or customer’s employee if needed or requested to get customer’s input and perception of the issue).
- Operations Meeting: Operations staff meets with Area Supervisor prior to start of that night shift to describe issues and discuss possible solutions.
- On-Site Meeting: Area Supervisor meets with concerned janitor to determine plan of action to remedy problem.
- Initial Remedy: Janitor takes care of issue (if it is a quick fix, it is done that night, if it will take more than one night, janitor lets Supervisor know how much was completed that night).
- Initial Follow-Up: Area Supervisor checks janitor’s work to ensure that is was completed (and/or to see how much was completed).
- Secondary Follow-Up: Depending on severity of issue, Area Supervisor or Operations Manager may follow-up on Supervisor’s check to ensure satisfactory completion.
- Operations Follow-Up: Area Supervisor or Operations Manager leaves note in Red Book for Account Manager regarding status of problem.
- Quality Review: Account Manager reviews Operations follow-up and makes any necessary recommendations to Operations staff for continued follow-up to ensure that the issue is resolved for the long-term.
- Resolution: Within 24 hours, Clean Wizards responds back to customer via phone, email, fax, or in person to verify issue has been resolved.