Most janitorial contractors show up, clean reasonably well for the first few visits, then gradually slip. Scope drift, crew turnover and no one accountable when something goes wrong. This page explains how we're structured to avoid that, and what the first 30 days of a new contract actually look like.
New Account Process
- Walkthrough We visit the facility with the facilities contact. We document every area, confirm access points, note any restricted zones and identify what matters most to you operationally — the restrooms your clients see, the floor that takes the most traffic, the break room that needs daily attention.
- Written scope We produce a written scope-of-work document. It lists every task, the frequency for each, the products to be used and any site-specific requirements. You review it and sign off before a start date is set. Nothing starts until the scope is agreed.
- Crew assignment We assign a specific team to your facility. The same crew returns on every service visit. You'll know who's coming and they'll know your building. If a crew member leaves, you're notified before the replacement shows up — not after.
- First clean The first clean is supervised on-site. Your account supervisor is present for the initial visit to verify the scope is being executed correctly and address any adjustments on the spot.
- 30-day check-in At the 30-day mark we schedule a formal review with the facilities contact. We go through the scope task by task, note any items that need adjustment and confirm the frequency is working for your operation. This is a standing commitment, not a favour.
- Ongoing contact You have a direct number for your account supervisor. Issues go to them, not to a general mailbox. Response within one business day is our standard; for on-shift issues the crew lead is reachable directly.
Response Commitment
| Situation | Response target |
|---|---|
| Quote request | Next business day |
| Service issue during contract | Same business day acknowledgement, resolution at next scheduled clean unless urgency requires sooner |
| Scope change request | Written scope update within 3 business days |
| Crew absence notification | Before the scheduled service visit, not after |
What We Do When Something Goes Wrong
Missed tasks happen. The correct response is a same-day acknowledgement, a written note on what was missed, and a plan for corrective action before the next visit. We do not ask facilities managers to file tickets or wait for a corporate customer service team. Your account supervisor handles it directly. Start with a quote to see how this works in practice.