 Is
your practice starting to look a tad dingy? It's time
to give your cleaning staff the once-over. It's never
fun, but unless you're very lucky, it's pretty much
inevitable that your office will eventually have a beef
with its cleaning service. And if you own your office
or lease a space where cleaning is not included —
you and your staff are the ultimate arbiters of practice
sanitation. Montreal Office Manager Denise Bernier shares
your pain, she's had years of experience keeping her
office in tip-top shape, but still periodically has
to face down lazy cleaning staff. She's practically
got it down to a science.
THE
SEARCH
So where do all the good cleaners hide? Ms Bernier says
that looking in the phone book for a cleaning service
is an acceptable start, but it's important to cast a
wider net. She suggests you keep your eye peeled when
you're out and about. "If you visit a bank or other
office that's sparkling clean — don't be shy. Ask
an employee if they're happy with their cleaners and
see if you can get the phone number," she recommends.
The very best case scenario, though, is if another doctor
in your building is willing to share the name of their
cherished cleaner. "When you hire a cleaner staff that's
already working in the same building you can often haggle
and get them to cut you a deal," notes Ms Bernier. "After
all, it's very convenient for both the cleaners and
the office."
CHOOSING
THE ONE
The pricing for cleaning services can vary radically.
That's why Ms Bernier says to never just go with the
first person you find. "You always need to get three
different quotes — at the very least," she says.
So should you go with the lowest bidder? "No, definitely
not. If you suspect one company is a bit more professional
and has better equipment but they charge a bit more,
you won't regret paying that little extra." If you can't
decide between two companies that quote the same price,
inquire about the types of cleaning products and equipment
they use. If your practice is carpeted, it will be a
boon to staff and patients with allergies to have the
office vacuumed with a quality machine fitted with a
HEPA filter. It's also of utmost importance that the
cleaning company has insurance and bonded employees.
BE
VIGILANT
Office cleaning is a tough job with a notoriously high
burnout rate. And sadly, even great cleaners can go
bad. The crew in charge of your office may do a great
job when it's working 20 hours a week, but if the company
gets more contracts, gets worked harder, and is forced
to travel greater distances, the quality of service
may slip. That's something Ms Bernier has seen time
and time again. You can be sympathetic to individuals
with a tough job, but at the same time office sanitation
— particularly when it's a medical practice —
is something you have to take seriously. Ms Bernier
likes to look for classic shortcuts when she suspects
the cleaners are faltering. "A crew that's no good will
leave the baseboards dusty," she says, adding that a
shoddily cleaned bathroom is also pretty easy for the
trained eye to spot.
KISS
'EM GOODBYE
So how tolerant should a practice be when the cleaning
staff slacks off? Ms Bernier reminds you that firing
a crew and finding a new service can be real headache.
But you shouldn't let things slide — after all,
hygiene should be every doctor's middle name. Ms Bernier
says a detailed complaint to the cleaning company can
often get great results. "What I usually do when things
start going bad with cleaners is to hand out anonymous
comment forms to employees," she says. "I compile the
complaints and send them to the company."
"One staffer wrote, 'Cleaners?
I had no idea our office hired cleaners,'" she recalls.
Comments like that will often either shake a crew out
of complacency or prompt the company to send new people
to your office.
Typically cleaning services work
on a contractual basis, with terms usually lasting between
one and three years. It's a very good idea to ask the
company if they offer any "right to cure" clause in
the contract that will allow you to cancel their deal
in the first month or two if you're unhappy.
A
REAL KEEPER
If you're lucky enough to have superb cleaning staffers
for your practice, don't take them for granted. A periodic
written thank-you note on the door is a great gesture
and if you see them in person, introduce yourself, shake
hands and thank them heartily. When the holiday season
rolls around it's appropriate to offer an exceptional
cleaning crew one week's salary as a bonus. It's not
usually customary to leave tips for cleaning staff throughout
the year, but if the cleaning is exceptional consider
leaving a hand-written note and $10. It will be appreciated.
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