Let The Sunshine In

It’s time to let the sunshine in. And, by that I am not referring to a set of CDs we produced in the late 1990s on why and how to implement a day cleaning program.

For the past two years our firm has been performing certifications for both the ISSA Cleaning Industry Management Standard (CIMS) program and Green Seal’s GS-42 certification. The need for both certifications is strong in our industry as both strive to bring a level of professionalism that is badly needed – but more on that a little later.

ISSA’s CIMS program focuses on how a cleaning contractor or in-house operation runs their ‘business’. The certification covers financial operations, employee training, quality programs, staffing programs and many other areas. Many see it as an alternative to ISO as it applies to many of the same disciplines but is applicable directly to the cleaning industry. It is an excellent road map on how to effectively operate a janitorial business of in-house operation.

Green Seal’s GS-42 certification is intended for facilities or janitorial service providers who wish to have specific accounts certified to the Green Seal standard. This is an internationally recognized standard and is the only one to certify that a facility is being cleaned to a green standard. Cleaning to this standard does not just mean using green chemicals but also covers the washroom supplies, matting, equipment, training, safety, plastic bags, recycling and numerous other areas. In the case of both certifications, it is the customers who are demanding them. It would be a good business decision to look into both now, before your customers demand it.

My reference earlier to letting the sunshine in, is that we have to think of our organizations as a pine tree in the forest. We need to turn that tree upside down or clear the way around it in order to let the sun shine in towards the bottom so that it too may turn green and grow as well as the top.

We all know that when we walk through a forest or wooded area that the bottoms of the coniferous trees are brown because the sun does not reach them. If we think of the tree as our organization, management is at the top representing the smallest part and the largest part of the tree at the bottom representing the employees.

During our visits to some of the organizations during the last couple of years we have been impressed with the materials presented for review and the enthusiasm exhibited by management for whichever certification they are seeking. This enthusiasm is genuine and many firms have spent thousands of dollars in consultants or other means of reaching their goal. In addition, there is the cost of the certification itself, and the audit of each company or facility being considered.

It is the site audit that is the true test of whether the organization will be successful in its goal. This is where we see many organizations fail in their first attempt. It is when we visit the actual facility being cleaned that we find what was believed to be happening with management has not made it down to the cleaners in the building.

I must admit that this scenario is something I have seen countless times in my years in the cleaning industry. But, to see it now after the commitment of management seems so genuine and thousands of dollars have been spent, simply amazes me. We have seen everything from cleaners not wearing Personal Protection Equipment (PPE) when working with hazardous chemicals to hazardous chemicals such as bleach being brought in from home on a fairly large scale.

My point here is that senior management needs to take an interest in the bottom of the organization as this is where the product meets the customer and inform them so that they too are as knowledgeable as the top.

This then begs the question, why is this disconnect between senior management and the cleaners happening? We have noted in every case it is because middle management or supervision has not made it happen. This is not to say that middle management is not effective everywhere or that all of it is bad, but our experience shows that in a large number of cases, the commitment at the top is not flowing to the bottom. There appear to be some consistent reasons for this that we are seeing in these instances.

The number one reason is that although middle management is aware of the program, they have not had enough support from senior management to actually implement it. Supervisors are usually busy enough on a day to day basis making sure all positions are filled, quality is good and doing payroll that just another program rolling down from up above is just another program, and they don’t have the time to fully understand it or implement it.

In some cases it is because the middle management does not relate to or communicate effectively with senior management. This sometimes happens when there is a language or cultural disconnect between the two. Middle management has been hired because of their ability to get staff and not because of their managerial skills. They may view any programs from above as infringing on their authority. It also occurs when management is more focused on sales and marketing, and leaves the entire area of operations to middle management who feel left out.

The result of all of this is that the cleaners themselves have very little clue of any programs that are being implemented, and their importance to the organization and the client. This comes down to that management needs to put extra effort into reaching the cleaners and making them feel involved. There are a lot of articles on employee motivation and bonus programs, but often all that is needed is training and direct communication to make them understand and feel part of the success of any program being implemented.

I suppose that we like to think what is in this article is not true or not happening in our organization, but I have been surprised at how often it is happening. I encourage everyone to go for certification of some sort because it will provide you with some very important tools to survive in tough labour and financial times. You just need to turn the tree upside down and let some of the sunshine get to the bottom.