And what you can do to fix it before it gets worse
A cleaning contractor that no longer performs to expectations might not be doing so out of laziness. There could be several reasons: maybe they underestimated the scope of work, had a change in leadership, or have shifted their focus to other, more profitable clients.
Whatever the cause, it’s important torecognize when your cleaning company has stopped giving your facility the attention it deserves. Below are SIX signs that your provider may have already started to check out.
1. Staff Complaints Are on the Rise
Your cleaning service should reduce friction in your day—not add to it. While the occasional hiccup is normal, an increase in complaints like, “There’s never any soap in the restroom,” or “The dust on my desk hasn’t been touched in weeks,” is a big sign that the quality of service is declining. If your employees are noticing the issues, something has changed behind the scenes.
2. You Rarely Hear from TheirManagement
In the early days of the contract, it probably felt like the cleaning company was very engaged—managers were checking in and providing updates. But lately, you may have noticed their silence. If you haven’t received a single proactive message in months, that’s a sign they’re not as focused on your facility as they once were.
3. Service Requests Are Ignored orDelayed
Mistakes happen—but how your cleaning contractor handles them is what really matters. If you report issues like full trash cans or missed areas and don’t get a quick reply, that’s a red flag. Repeated delays in communication often point to a vendor that’s either understaffed or deprioritizing your account.
4. The Cleaning Crew ChangesConstantly
Turnover in janitorial roles is a known challenge. However, if you feel like there’s someone new every time you walk the building—or the entire team was replaced without warning—it could indicate management problems, staffing instability, or deeper organizational issues.
5. Equipment Looks Like It’s on ItsLast Leg
Take a closer look at the tools your cleaning crew is using. Are they pushing around outdated or broken equipment? Frayed cords, rusted mop buckets, or noisyvacuums held together with tape suggest the company is no longer reinvesting in the tools needed to do the job right.
6. Your Point Person Keeps Changing
A revolving door of account managers isn’t just inconvenient—it’s a red flag.Frequent changes at the leadership level often reflect instability within thecompany, which can result in confusion, inconsistent service, and long-term reliability issues.
What You Can Do About It
If these signs are showing up in your building, here’s how to take action:
1. Set Up a Face-to-Face Meeting
Talk directly with your vendor and lay out the problems with clear examples:“Why have we had three different cleaning teams in the last two months?” or“Why did we go from same-day responses to multi-day delays?” Let them explain, but don’t settle for vague answers.
2. Spell Out Your Expectations
Sometimes service expectations are assumed but never fully communicated. Take the time to clearly outline what matters most to you, from turnaround times tosupply levels. Give them space to make changes—but be specific about the results you expect.
3. Keep Your Options Open
Most service agreements allow for termination with a 30-day notice if performance is lacking. If your vendor can’t get back on track, you should beready to move on. Don’t let poor service linger just because switching vendors feels inconvenient.
4. Start Drafting an RFP Now
Even if you’re not ready to leave yet, begin writing a Request for Proposal. If your current provider doesn’t improve, you’ll be ready to move fast. If they do turn things around, the draft can still come in handy when it’s time to renegotiate or renew the contract.
Being proactive when problems surface ensures your workplace stays clean, safe, and well cared for. Don’t wait until complaints become crises—address the signs early and make sure your janitorial provider is truly supporting your business.
