A reader writes: “Although I appreciate your feedback on restrooms during your visit, I do not believe it was fair. We are oftentimes shorthanded and do not have the luxury of detailing restrooms every night. Your response?”

We seem to be at odds over interpretations as well as expectations. Upon a close reading of the specifications and required outcomes for this contract, I do not see any language excusing you from performing the contract due to people out sick, on vacation, etc. I see very clear description of outcomes that you are not performing for sustained periods of time.

It is one thing to be short for a day or so, but based on a review of the actual hours versus budgeted hours you have been consistently short 3-5 full-time equivalents for over four months. During this same time, your customer has continued to pay you for services not being rendered and has a growing list of complaints from tenants. Now they are starting to scrutinize your daily sign-in sheets since it is obvious that you are not performing to standards. What gives? Do you want to keep this contract? If so, the clock is ticking and you need to take immediate steps to remedy the situation.

Following are a few points to consider:

  1. Evaluate your current supervisor since he does not seem to have read the specifications and seems to spend way too much time complaining to the property manager about lack of support from management.
  2. Personally visit/inspect one or more restrooms immediately after it has been serviced and look for the things I found:
    a. Strong urine odor in men’s rest room which is due to many factors.
    b. Soiled sanitary napkin boxes in women’s rest room.
    c. Build up around faucet base due to inadequate cleaning.
    d. Very dusty air vents, partition tops and even walls.
    e. Floor grout discolored – especially around urinals.

Your comments and feedback are always appreciated. I hope to hear from you soon. Until then, keep it clean...

Mickey Crowe has been involved in the industry for over 35 years. He is a trainer, speaker and consultant. You can reach Mickey at 678-314-2171 or CTCG50@comcast.net.