Is your practice starting to look a tad dingy? It's time to give your cleaning staff the once-over. It's never fun, but unless you're very lucky, it's pretty much inevitable that your office will eventually have a beef with its cleaning service. And if you own your office or lease a space where cleaning is not included — you and your staff are the ultimate arbiters of practice sanitation. Montreal Office Manager Denise Bernier shares your pain, she's had years of experience keeping her office in tip-top shape, but still periodically has to face down lazy cleaning staff. She's practically got it down to a science.

THE SEARCH
So where do all the good cleaners hide? Ms Bernier says that looking in the phone book for a cleaning service is an acceptable start, but it's important to cast a wider net. She suggests you keep your eye peeled when you're out and about. "If you visit a bank or other office that's sparkling clean — don't be shy. Ask an employee if they're happy with their cleaners and see if you can get the phone number," she recommends. The very best case scenario, though, is if another doctor in your building is willing to share the name of their cherished cleaner. "When you hire a cleaner staff that's already working in the same building you can often haggle and get them to cut you a deal," notes Ms Bernier. "After all, it's very convenient for both the cleaners and the office."

CHOOSING THE ONE
The pricing for cleaning services can vary radically. That's why Ms Bernier says to never just go with the first person you find. "You always need to get three different quotes — at the very least," she says. So should you go with the lowest bidder? "No, definitely not. If you suspect one company is a bit more professional and has better equipment but they charge a bit more, you won't regret paying that little extra." If you can't decide between two companies that quote the same price, inquire about the types of cleaning products and equipment they use. If your practice is carpeted, it will be a boon to staff and patients with allergies to have the office vacuumed with a quality machine fitted with a HEPA filter. It's also of utmost importance that the cleaning company has insurance and bonded employees.

BE VIGILANT
Office cleaning is a tough job with a notoriously high burnout rate. And sadly, even great cleaners can go bad. The crew in charge of your office may do a great job when it's working 20 hours a week, but if the company gets more contracts, gets worked harder, and is forced to travel greater distances, the quality of service may slip. That's something Ms Bernier has seen time and time again. You can be sympathetic to individuals with a tough job, but at the same time office sanitation — particularly when it's a medical practice — is something you have to take seriously. Ms Bernier likes to look for classic shortcuts when she suspects the cleaners are faltering. "A crew that's no good will leave the baseboards dusty," she says, adding that a shoddily cleaned bathroom is also pretty easy for the trained eye to spot.

KISS 'EM GOODBYE
So how tolerant should a practice be when the cleaning staff slacks off? Ms Bernier reminds you that firing a crew and finding a new service can be real headache. But you shouldn't let things slide — after all, hygiene should be every doctor's middle name. Ms Bernier says a detailed complaint to the cleaning company can often get great results. "What I usually do when things start going bad with cleaners is to hand out anonymous comment forms to employees," she says. "I compile the complaints and send them to the company."

"One staffer wrote, 'Cleaners? I had no idea our office hired cleaners,'" she recalls. Comments like that will often either shake a crew out of complacency or prompt the company to send new people to your office.

Typically cleaning services work on a contractual basis, with terms usually lasting between one and three years. It's a very good idea to ask the company if they offer any "right to cure" clause in the contract that will allow you to cancel their deal in the first month or two if you're unhappy.

A REAL KEEPER
If you're lucky enough to have superb cleaning staffers for your practice, don't take them for granted. A periodic written thank-you note on the door is a great gesture and if you see them in person, introduce yourself, shake hands and thank them heartily. When the holiday season rolls around it's appropriate to offer an exceptional cleaning crew one week's salary as a bonus. It's not usually customary to leave tips for cleaning staff throughout the year, but if the cleaning is exceptional consider leaving a hand-written note and $10. It will be appreciated.

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