Managing Time Spent On Cleaning Complaints Bizarre Comments Cleaning Managers Receive BY Corinne Zudonyi, Editor Building a Population Health Strategy that Physicians Love in Big Flats,NY,14814 – ACS Facilities Services Go To http://www.acsfacilities.com/ for free articles. What are some examples of complaints/requests you receive that are not related to cleaning? • Audio visual repair • Coordinating mechanical maintenance repairs • Complaints about outside groups using the facilities • Building exterior paint failure • Cable TV box resets • Moving furniture/hanging pictures/resetting clocks • Cleaning bugs out of light fixtures • Kitchen cleaning • Cleaning personal areas (desks, drawers or cluttered bookshelves) • Computer or copier malfunctions • Maintenance and landscape issues • Security concerns • Exterior dumpsters are too full • Paper on the floor • Parking lot issues (theft, minor accident, etc.) • Elevator issues • Carpeting needs to be replaced • Vending machine or coffee maker malfunctions • Food waste thrown in toilets How have you been successful at reducing the number of or time spent handling frivolous complaints? • Transparency and consistent communication • Consistency of staff in an area • Encourage outreach between cleaners and building occupants • Added additional service during business hours, so occupants see cleaning being done • Complaints go through a paper system and include the name and contact info for the person filing the complaint • We clean right the first time • Consistent inspections of cleaning processes • Teach custodial staff to look at areas the way occupants would see them • Formal training multiple times a year • Hanging the cleaning schedule in the restrooms with a signature page to show someone was there • Supply extra product stock in restrooms • Listing the roles and responsibilities of facilities staff online for everyone to see • Provide cleaning tools (vacuum, cleaning wipes, etc.) to building occupants for emergency use