How To Fix Communication Breakdowns in Your Cleaning Business: 8 Proven Strategies

In the cleaning industry, communication breakdowns can cripple your operations, leading to missed appointments, dissatisfied clients, and frustrated staff. Establishing clear and efficient communication strategies can help. 

In this guide, we discuss 8 proven strategies to help you solve communication issues.

Problem

When your cleaning team is on the move, you might not have a good way to communicate last-minute changes or urgent requests. The result? A crew arriving at jobs unprepared, leading to delays, frustrated clients, or sub-par cleaning jobs.

Solution

Here’s how to implement a mobile-first communication strategy:

• Use smartphone-compatible communication platforms that allow real-time messaging, schedule updates, and task assignments. 
• Ensure all staff members are equipped with mobile devices, whether they’re company-provided or personal devices, with the necessary apps installed. 
• Train your team on using your platform effectively. For example, create tutorials, or pick platforms with helpful user tutorials. 
• Set clear expectations for response times and communication protocols. For instance, require team members to check and respond to messages every hour during cleaning jobs. 

Problem

Without clearly communicated cleaning instructions, team members can misunderstand expectations. This can lead to issues with cleaning quality.

Solution

Develop comprehensive guides that detail the cleaning techniques and tasks required for a cleaning job. 

These guides could include text, images, and even short videos to demonstrate methods and tasks. For instance, videos might work well for demonstrating specific cleaning techniques, like effectively cleaning glass. Task-based checklists are also great, particularly for jobs where tasks must be completed sequentially. A cleaning checklist for a hotel room might begin with gathering fresh linens and end with replenishing soaps.

Make these guides accessible on digital platforms or physical laminated cards. Then, update them based on the latest feedback and best practices. For instance, you might update your guides with information on using newer, more effective cleaning products.

Problem

A lack of timely communication about inventory levels can lead to unexpected supply shortages or equipment failures, causing service disruptions.

Solution

To effectively manage your cleaning inventory, establish a proactive inventory management system (IMS). It might include:

• Routine stock and equipment checks. 
• An easy-to-use digital tool (like a spreadsheet, digital forms, or inventory management software) for immediately reporting low supplies or equipment issues.
• Designated team members who oversee inventory levels, handle quick restocks, arrange for equipment fixes, and more. 

Additionally, you should require cleaners to verify they have all necessary supplies before departing for a job site. If any items are missing, they should notify a designated employee who can arrange for rapid delivery, or reschedule the job if necessary. 

Problem

Miscommunications about schedule changes can lead to overlaps in scheduling and missed appointments, The result? Wasted resources and unhappy clients.

Solution

Use a scheduling app with features like a drag-and-drop manual scheduling, auto-scheduling, real-time updates, and alerts for conflicts, like double bookings. 

For instance, Connecteam’s employee scheduler offers all these features and more. You can set up schedules that automatically update all team members’ calendars and send instant alerts when changes occur. 

Problem

When cleaners don’t effectively share updates on things like task progress during shift handovers, the cleaner for the next shift might miss tasks or clean areas that have already been cleaned.

Solution 

For an effective shift handover, consider implementing a standardized process that involves physical logbooks or digital handover sheets where each cleaner records crucial job details. These include key information, such as tasks completed, issues encountered, and specific instructions for the next shift. 

For example, in a retirement home, these logs might detail which common areas and residents’ rooms have been cleaned, any sanitary issues noted, and special cleaning needs for specific residents that the next shift’s cleaner must address.

Problem

When clients’ preferences aren’t communicated effectively to cleaning staff, these preferences won’t be met, which can lead to upset clients.

Solution

Create a system for documenting and communicating client-specific instructions. This should include a detailed intake process for new clients, regular check-ins to update preferences, and a method for cleaners to access this information before each job easily. 

For example, a house cleaning business might have clients fill out digital forms listing their preferences. They can also schedule quarterly reviews to update these details and provide cleaners with a mobile app that gives them real-time access to these instructions.

Problem

Failing to provide cleaners with feedback on what needs improvement can lead to inconsistent cleaning quality. 

Solution

Develop a structured quality control feedback system where you perform quality checks and provide your crew with feedback. Consider using tools like digital checklists and photo documentation, which can help you provide precise feedback. 

You can use your comprehensive cleaning guides (discussed above under strategy 2) as the criteria for your evaluation. Ask yourself: How well have your cleaners followed these guides?

Perform quality checks and provide feedback regularly. For example, every few months. Client complaints should trigger quality checks, too. 

Problem

Language differences among staff can cause them to misunderstand tasks, client preferences, and more.

Solution

To enhance communication in a multilingual cleaning team, consider providing comprehensive language training. For instance, you might use regular interactive sessions that simulate real-life scenarios or deploy language learning software. 

Additionally, ensure all important documents, safety instructions, and operational guides are available in the languages spoken by your staff. You can even include multilingual labels on your cleaning supplies and equipment.

You might also consider having bilingual team leaders who can bridge communication gaps.

Streamline Your Cleaning Business Communication With Connecteam

You can do much to prevent miscommunications amongst your cleaning crew—from using a mobile communication platform to giving regular quality feedback. 

Connecteam is a cleaning app that offers a comprehensive solution for overcoming common communication hurdles. It has features like instant messaging, scheduling, document storage, and so much more. There’s even a free plan.

Get started with Connecteam for free today.