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READER
OFFERS ADVICE ON "SELLING PERFORMANCE"
Letters
to the editor of Cleaning & Maintenance Managment
February 1999
Editor:
Allow me
to offer my opinions and advice for contract cleaners regarding the topic
addressed in the article, "Selling performance" (Cleaning &
Maintenance Management, December 1998).
- Be certain
that "acceptable work" is clearly defined when negotiating
a performance-based contract. Vague terminology such as "the bathrooms
are to be kept clean" should be avoided. Define what is meant by
clean and exactly how often an area should be cleaned.
- Make sure
the cleaning manager understand all applicable terms and what types
of cleaning are acceptable and unacceptable. Contract cleaners who hesitate
to let certain cleaning managers review the final contract should provide
those managers with a clear, detailed written outline of expected and
acceptable cleaning.
- Be careful
of contracts that levy monetary penalties against the cleaning operation
for unacceptable cleaning. Several small penalties can easily turn into
an abusive, no-win situation for the contract cleaner. If this type
of contract is negotiated, be sure to set limits on the number of penalties
that can be assessed during a certain period of time. A large cleaning
services contract that lacks penalty limits could drive the cleaning
company out of business.
- Determine
and designate who decides whether the negotiated cleaning standards
are achieved. Contract cleaning operations will not be successful if
everyone is allow to judge their cleaning operation and decide how much
they be paid.
- Be sure
that the contract stipulates methods to be used to arbitrate differences
between the contractor and client. Don't assume that the customer is
always right.
- Keep comprehensive,
accurate records, and be sure to retain the authority to sign off on
exceptions that are negotiated as part of the contract. This can provide
contractors with protection from unexpected cleaning problems.
- Conduct
regular and formal inspections with everyone designated to determine
whether cleaning standards are being met. Take notes, and be sure both
parties agree to them. As cleaning problems are addressed and resolved,
conduct another inspection to be certain both parties agree.
- Don't
be afraid to walk away while negotiating a performance based contract.
This type of contract can be an effective selling tool that proves contractors
are willing to pay for their shortcomings. However, if the terms offered
are unacceptable, contractors shouldn't continue negotiations under
the mistaken impression that things will change for the better once
they get the contract.
Nath Thompson
Building Manager
Crothall Healthcare
Northwest
Memorial Hospital
Chicago
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