What to do When a Customer Accuses a Janitor of Theft

By Ron Segura 

Accusations against janitorial staff can be distressing. It's vital for employers and managers to handle such situations promptly and professionally to protect staff, maintain customer trust, and uphold the business reputation. Here are steps to take when a customer makes an accusation: 

Stay Calm and Listen 

When interacting with customers, it is important to prioritize active listening while maintaining a calm demeanor. Avoid making quick promises, and instead, demonstrate empathy by acknowledging the customer's concerns. Reassuring the customer that their situation will be thoroughly investigated can help build trust and show that their issues are being taken seriously. 

Gather Information 

Ask the customer for details about the incident, including the time, location, and description of the item involved, as well as any witnesses. Document this information carefully. 

Inform the Janitor 

Privately discuss the accusation with the janitor. Emphasize that you are gathering information and not passing judgment. Allow them to share their side of the story. 

Review Evidence 

Check any available security footage, cleaning logs, or witness accounts relevant to the incident, paying particular attention to the janitor's activities at the time. Ask if they have noticed any non-janitorial staff in their work area. We should always remind the janitor staff to make a note of any individuals working on site during their cleaning shift. 

Communicate with the Customer 

Keep the customer updated on your investigation and expected timeline for resolution. Transparency helps maintain trust. Do not drag out the investigative process. 

Make a Fair Decision 

After assessing the information, determine the validity of the accusation. If supported, follow company policy for disciplinary action. If unsubstantiated, respectfully explain the findings to the customer and support your staff accordingly. 

Regardless of the outcome, follow up with both the customer and the janitor to ensure the issue has been resolved and that everyone feels heard. Use the incident as an opportunity to review and strengthen company policies regarding employee conduct, customer relations, and documentation practices to minimize future misunderstandings.  

Throughout the process, maintain professionalism and respect for all parties. Avoid sharing details publicly or gossip about the incident. Protect the privacy of your staff and the customer, ensuring that only those who need to be involved are informed. This commitment to professionalism ensures the integrity of the process.  

Conclusion  

Accusations against janitorial staff must be handled with care to ensure fairness and maintain the integrity of your business. By actively listening, conducting thorough investigations, communicating openly, and making unbiased decisions, you can successfully navigate these challenges. It’s also important to remember that, often, building occupants are unaware of the various activities happening after hours, in addition to the cleaning staff. 

Ron Segura is the founder and president of Segura & Associates, a consulting firm for contract cleaning companies as well as building managers in North and South America.