Commercial Cleaning | Hiring Commercial Cleaners

How to Evaluate Accountability in a Commercial Cleaning Partner (+ Why It's Rare)

January 22nd, 2025 | 9 min. read

The other day, I emailed a client after we’d finished some periodical work. I wanted to know how it went, so I asked: “What do you think? Were you happy with everything?”

They replied:

“The carpets look awesome, but the toilets…not so much.”

Now, there are some cleaners who might have sent a quick boilerplate apology to appease the client and then moved on. But that’s not how we do things at In-Tec.

For more than 30 years, we've remained committed to keeping the promises we make to our clients. So, in this case, I drove to the site the next day to figure out what happened. Turns out, we’d cleaned one set of toilets, but the client had checked another. I explained the mix-up and made sure the team sorted it out that night. The next morning, I emailed the client to let them know it was fixed.

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It’s hard to know if your cleaner is delivering on their promises. You’re busy running your organisation, and you shouldn’t have to second-guess whether the job’s being done properly. But without accountability—real accountability—you’re just hoping for the best.

Unfortunately, accountability isn’t automatic. Your cleaners must make the choice to be upfront about how they’re performing, own their mistakes, and fix things quickly when a mistake is made. But too many cleaning companies avoid tough conversations altogether. They hope you won’t notice when something gets missed, and that’s not good enough.

And that’s the problem, isn't it? Accountability is rare in the commercial cleaning industry, which is where our conversation begins.

Accountability Is Rare with Commercial Cleaners

Whilst there are always exceptions, many commercial cleaners won’t ask for your feedback. Why? Well, they don’t want to know if something went wrong. They’re scared a client like you might say, “Actually, I'm not happy. In fact, I'd like to talk to you about it.” It’s easier for them to assume everything’s fine than to risk hearing criticism or creating additional work.

But you and I both know avoiding feedback doesn’t make the problem go away—it just guarantees it’ll keep happening and that you remain dissatisfied. As a cleaner, if you’re not willing to ask your clients for honest answers, how can you possibly improve? That's the way we think about it.

To test the accountability of your current commercial cleaner, evaluate their auditing process. (If they don't perform audits of any kind, well, that's your answer.) I say this because a lot of companies will rig their audits. They’ll give higher scores to easy stuff like emptying bins and downplay harder things like dusting ledges. Emptying bins? That’s easy. Dusting ledges? That’s not so easy. By weighting the easy tasks higher, they make the scores look better than they really are.

And the worst part? Most clients don’t even realize it’s happening.

Again, your cleaners have to want to be accountable. That’s the difference. Your cleaners have to want to know if you, the client, are happy. But again, that's not always easy to find in a cleaner. Too many are simply hoping you'll trust the job is getting done without too much scrutiny or interference.

I’ve seen it happen—a cleaner misses something or doesn’t finish the job, and instead of fixing it, the cleaning company hopes the client won’t notice. That’s not accountability. And when the client finally does notice, they’re not just frustrated about what got missed—they’re angry no one bothered to make it right.

What Accountability with Your Cleaners Should Look Like in Practice

From the way we audit our work to how we handle feedback, we’ve built systems at In-Tec to make sure we’re always accountable to our clients, delivering on our promises. Perfection isn't the goal; it’s about being consistent and honest.

For us, accountability also means having the tools to measure our work honestly, the mindset to ask for feedback, and the commitment to fix problems as soon as they come up. It’s how we’ve built trust with our clients over the years. Because when you know you can rely on your cleaning partner to tell you the truth and make things right, that’s where real peace of mind comes from.

Here’s how we put accountability into practice every day.

Our Cleaning Audits Can't Be Rigged in Our Favour

We use SafetyCulture, an app that calculates audit scores automatically based on the data we enter, with no ability to manipulate the scoring. There’s no fudging the numbers or massaging results to make things look better than they are. If an audit score comes out as 97.84%, that’s what it is—97.84%.

For example, at a reception area, I might score specific elements like the overall appearance or key areas that need attention. The app assigns numerical values to each rating—great, good, fair, poor—and calculates a final score based on those inputs. The key is, I can’t tweak it. Even if I wanted to, I don’t know the algorithm behind it. That’s the point.

As our client, you're not left guessing or dealing with numbers that don’t mean anything. You’re getting a clear, honest picture of the work we’ve done—nothing less, nothing more. And if there’s an area that doesn’t meet your standards of clean, you’ll know exactly where we need to improve.

Proactive Communication + Immediate Action

We’ve already talked about how we don’t shy away from feedback, and that’s a big part of how we work. But asking for feedback is only one piece of the puzzle. What matters most is how we act on feedback once we receive it. Let me tell you about another time a client emailed me after a job. They said, “Everything looks great except when you open the fridge door, you can see the dirty tiles underneath.”

Now, I’d told the team to move the fridge and clean under it, but they didn’t. That’s on me.

As soon as I got that email, however, I took action. I sent our operations manager back to the site that night. He moved the fridge, cleaned the tiles, and made sure it was done right this time. The next morning, I emailed the client back and said, “Just wanted to let you know we got it sorted.” That’s how we handle things—we don’t wait around, and we don’t make excuses.

We believe in always owning up when you miss something and doing what it takes to fix it. That client? They were happy because we followed through; that’s the whole point.

Proper Training + Leadership

Proper training and hands-on leadership also contribute to our ability to remain accountable to our clients. Meaning when new team members join, we don’t throw them onto a job site and hope they figure it out on their own, the way many other cleaning companies operate.

Instead, we take the time to train our cleaners properly. I’ll give you an example. Recently, one of my team members needed to learn how to strip and seal a floor—they had never done it before. So, I made the time for him. I walked him through every step multiple times. From how much solution to use to how to apply the polish, I taught him everything, so he knew the process inside and out.

After a few days, he completed his first vinyl floor on his own, and it looked incredible. He was proud of his work, as he should have been, and I knew I could trust him to get it right every time.

How to Spot Accountability in Your Cleaning Partner

With close evaluation and the right questions, you’ll quickly uncover if a commercial cleaner believes in accountability or will waste your time with empty promises.

1. Ask About Their Systems

It’s one thing to say you’re accountable as a cleaner, but without tools (like SafetyCulture) to measure performance and track outcomes, how do you actually prove it? You’ve got to build systems that make accountability part of how you work every day.

So, if a cleaner can’t show you how they measure and track performance, that’s not a good sign. To dig deeper, here are questions we recommend you ask:

“What systems do you use to measure performance?”

You want to hear about specific tools or processes—not vague promises or generalised talk tracks about core values—because that’s what translates into consistent results for you.

“How do you audit your work on-site?”

Look for answers that include a regular schedule, documented procedures, communication feedback loops, or technology they use to check the quality of the job. A casual “we take a look” approach isn't enough.

“Can I see an example of how you track results?”

If they can’t show you data or reports, they’re not tracking anything consistently. And as the old saying goes, if you can't measure it, you can't manage it.

2. Test Their Openness to Feedback

When it comes to feedback, you need a cleaning partner who listens and responds, because they see your needs as a priority. If your cleaner doesn’t care about what you think or avoids tough conversations, they’re not accountable—and they’re not the right fit for your organisation.

Here’s what to ask and what to listen for in their answers:

“What’s your process for handling feedback?”

A good answer will show they have a clear plan in place, including regular check-ins, established points of contact, a recurring auditing process, or a system for collecting and acting on feedback. If they don’t have a process, how can you trust your voice and concerns will be heard when they matter most?

“How do you resolve issues if something isn’t done right?”

The best cleaning companies will explain in detail how they investigate problems and follow through to fix them. They will talk openly about communication protocols and remediation procedures. Avoid anyone who brushes it off or says, “We don’t usually have issues.”

“Can you tell me about a time when you made a mistake and fixed it?”

This question tests their honesty. A solid answer will include a real example, showing they’re willing to admit mistakes and prioritise making things right. You want to push them to go beyond surface-level answers that give you an overview of procedures. If they can’t give you an example, you've got a problem. Even cleaners with the most impeccable track records aren't perfect.

3. What Aren't They Telling You?

You can also learn a lot about a cleaning company by what they don’t say. If they avoid giving clear answers or brush off your questions, it’s a sign they might not be as accountable as they claim.

For instance:

Do They Focus on Results or Excuses?

When a company talks about their work, listen carefully. Are they focused on delivering consistent, high-quality results, or do they spend most of their time explaining why things might go wrong? A truly accountable company takes responsibility for outcomes and shows confidence in their systems.

Are They Open About Their Processes?

If you ask how they operate, do they explain their systems in detail, or do they gloss over the specifics? Accountability comes from transparency, and a company that isn’t willing to share how they track performance or measure success might not have strong systems in place.

Look for a Commercial Cleaner Who Cares About You

Your commercial cleaning partner should care as much about your satisfaction as you do. They should want to hear your feedback—not just when it’s good, but also especially when it’s not. When something goes wrong, they should be willing to say, “We missed the mark. Let’s make it right.”

If you can’t trust your commercial cleaning partner to show up, own their mistakes, and follow through on their promises, then it’s time to ask yourself: are they the right partner for you? Don’t settle for vague assurances or empty words. Push them to prove how they track performance, handle feedback, and fix issues when things go wrong.

Working with a commercial cleaning partner who is truly accountable makes all the difference. You’ll get results you can count on, fewer issues to deal with, and a partner you can count on. So, ask the tough questions. Expect transparency. it's what you deserve.

If you're interested in learning more on how to choose the correct commercial cleaning partner for your organisation, you can download our guide, 10 Questions to Ask Before Hiring a Commercial Cleaning Company. Or you can contact us at any time with your questions, or to start a conversation about how we may be of service to you.