Cleaning is a sore spot for many facility managers. Occupant complaints can spread negativity in the workplace that can lead to decreased morale, health impacts and reduced productivity, according to a report by Facility Cleaning Decisions, a magazine for facility cleaning managers in nonresidential buildings, which surveyed subscribers.
Lack of paper in restrooms, pest and bug problems and trash or recycling removal were the largest complaints cleaning managers receive from commercial building occupants, per the survey. Fifty-eight percent of respondents said that paper stock in restrooms was the single biggest complaint they hear about from occupants. Fifty-four percent cited pest and bug problems and 51% cited trash removal.
Additional complaints include dirty appearances of areas, named by 46% of respondents, as well as dirty or dusty floors and excessive dust and cobwebs, which were named by about 40%.
While some complaints are justified, not all are, the cleaning managers said. Almost 40% of respondents said that at least 10% to 25% of complaints are “purely subjective or frivolous.”
Managers have been successful at minimizing the number of “subjective or frivolous complaints/requests” through operational changes and education, the magazine says. To that end, 92% said changes and improvements to cleaning procedures helped reduce complaints, while 90% said training custodial staff made a difference.
Day cleaning and team cleaning also were named by 81% and 70%, respectively, as methods that reduced frivolous complaints, per the survey. “A shift toward day cleaning also works wonders at minimizing gripes from building occupants,” the magazine said, noting that 49% of managers field fewer inquiries when occupants “see cleaning being done and know the person behind the work.”
In addition, facilities managers can lean on technology to improve cleaning procedures by pinpointing where cleaning can have the biggest impact, according to Scott Boekweg, product management lead at JLL, during a state of facilities management technology webinar hosted by his company and IFMA.
“[AI analysis] can . . . help with optimizing cleaning routes and schedules,” Boekweg said. “One large retailer actually implemented an AI-powered robot that can sense foot traffic and the floor’s cleanliness, and they’ve been able to use this type of analysis to ensure that high traffic areas are cleaned more frequently.”
The company was able to improve cleaning efficiency by 20%, with reduced labor costs as a result, Boekweg said.
