6 Indicators Your Cleaning Service is Failing You

And what you can do to fix it

If your facility isn’t as clean and organized as it should be, your janitorial provider might not be meeting expectations. There are many potential reasons for this—maybe they underpriced the contract, experienced a shift in management, or started prioritizing other accounts over yours.

So, how do you know if your cleaning company is no longer delivering the service you need? Here are SIX warning signs that suggest they may no longer be committed to your business.

1. Your Employees Are Complaining More Frequently

Your cleaning crew is there to make the workplace more comfortable and productive. While an occasional oversight is understandable, frequent complaints like, “The paper towels are always empty in the restrooms,” or “Nobody has vacuumed my office in weeks,” are red flags. This level of feedback suggests the cleaning team isn’t giving your facility the attention it needs.

2. Management is No Longer in Touch

When you first signed on with the company, their management team likely checked in often to ensure everything ran smoothly. But if you can’t recall the last time they proactively reached out, or you rarely see them, it could mean your account is no longer a priority.

3. Slow Responses to Service Issues

istakes and missed tasks happen, but when you bring up issues like overflowing trash or missed cleanings, you should expect a quick resolution. If calls and emails are left unanswered or responses are delayed, it’s a clear indication that your contractor may be too busy—or simply doesn’t value your account as much as they should.

4. The Cleaning Team Keeps Changing

Turnover is common in the janitorial industry, but constant staff changes can signal bigger problems. If you’re seeing new faces every week or a sudden complete swap in the team without prior notice, it could indicate poor management or deeper issues within the company.

5. They’re Using Worn-Out Equipment

Does the cleaning team use broken or outdated tools? If you see duct-taped vacuums, fraying mop heads, or other poorly maintained equipment, it could mean the contractor isn’t reinvesting in their operations. This neglect often reflects a lack of dedication to maintaining high service standards.

6. Your Point of Contact Keeps Changing

If you’ve had multiple account managers in a short time, it’s often a sign of instability within the company. High turnover in leadership positions can disrupt the consistency and quality of service your facility receives.

What Can You Do If You Notice These Problems?

If you recognize any of these issues, follow these steps to address them:

1. Hold a Meeting with Your Vendor

Schedule a discussion and bring specific examples of your concerns, such as, “Why is the cleaning crew different every week?” or “Why has response time gone from hours to days?” Understanding the underlying causes is the first step toward resolution.

2. Clearly Communicate Your Expectations

Sometimes, service standards may not have been fully explained in the beginning. Sit down with your vendor and outline what’s most important to your team. Give them time to implement improvements.

3. Be Ready to Transition if Necessary

Most cleaning contracts include a 30-day termination clause for unsatisfactory performance. If the company can’t meet your expectations, it’s wise to begin looking for a new provider.

4. Draft a Request for Proposal (RFP)

Once you’ve given notice to your current vendor, start preparing an RFP to identify potential replacements. If your vendor does improve, you’ll have an updated draft ready for the next contract period. If not, you’ll be prepared to make a smooth transition.

By keeping an eye out for these warning signs and taking action, you can ensure your facility stays well-maintained and your cleaning service meets the high standards your team deserves.