Janitorial Service Transition Requires Comprehensive Procedures & Communications
Contributed by Mark Gilbreth
The need to hire a new janitorial partner is driven by several factors, such as unsatisfactory performance by the current service provider, switching from a self-performing model to an outsourced one, among others. However, many businesses show reluctance in making the decision due to the possible challenges of a disordered transition. If a service provider does not work with a transition strategy prior to start-of-service for a new contract, the customer is likely to lose a significant amount of time, money, and resources. On the other hand, a janitorial partner that prioritizes professionalism and customer satisfaction through a comprehensive transition strategy can help to avoid potential hiccups like subpar performance or a negative customer experience.
Even though it might seem unlikely, the transition phase requires a significant amount of time to reach all of its many milestones. An effective approach for janitorial service providers is to work with a dedicated transition team that can not only understand the customer requirements but also evaluate the customer facility and scope of work. At the same time, the team must also allocate at least 30 days prior to start-of-service to ensure a seamless transition for the new customer. This method offers a framework for clearly delineating roles, monitoring the status of the transition, and maintaining communication among all individuals involved.
Similarly, communication is central to any janitorial service transition. Clear communication between the transition team and the customer can ensure a thorough understanding of requirements, facility layout, service delivery schedule, workforce strength, and selection of products and supplies, among a host of several other key specifications. Some of the essential steps in implementing a smooth transition plan include:
- Review employee training modules and add customer-specific topics
- Assign responsibilities and number of on-ground staff to best meet the scope of work with long-term cost savings
- Plan for the right time for vendor onboarding and staffing process
- Set up communications channels, employee accountability rules, performance review schedules, and criteria,
Diversified Maintenance initiates every new contract with a comprehensive evaluation of the scope of work and customer expectations, followed by a detailed transition plan implemented by a dedicated team to ensure a seamless experience for every new customer. After the recruitment process is completed, the transition phase includes start-up orientation and training procedures designed for a methodical transition to support the customer’s business type, requirements, size, and operations. The Company’s Transition Planning Phase commences one month prior to launching a new janitorial program for a customer. The initial phase focuses on building engineering, ordering supplies, and recruitment processes. The following week is dedicated to wide-ranging efforts for employee screening and onboarding as well as determining supply quantities. The team also ensures timely completion of employee training, supply shipments, arranging for employee uniforms, reporting channels, and performance tracking and customer communications.
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