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