Staffing remains one of the biggest challenges for building service contractors (BSCs), not just hiring workers but also retaining high-performing employees. Unfortunately, high turnover in commercial cleaning is the nature of the industry, averaging 200% to 400% annually, according to a white paper by 4M Building Solutions.
Turnover slows operations, creates quality gaps, and strains supervisors and clients. The common response might be to hire more workers quickly, but the real solution lies in giving employees strong reasons to stay.
Worker retention occurs when people feel valued and supported in their jobs and have opportunities to advance in their careers. It does not rely on one single program, but on a combination of training, communication, recognition, and fair compensation.
Start with training
New employees stay longer when they feel confident in their job. Many BSCs give new hires a quick walk-through and expect them to keep up, ultimately setting them up to fail. Building a clear and simple onboarding process starts employees off on the right foot.
A strong training program must include structure in the first week. New hires need clear, step-by-step walk-throughs. Walk the building multiple times and show them the exact areas they will be responsible for cleaning. Show them what a good outcome looks like by demonstrating each task and letting them practice alongside you. When employees understand expectations, they naturally perform better and feel less stressed.
Instructions don’t exist unless they are written out. Don’t expect your workers to keep all the information they need in their heads. Customized checklists help employees, supervisors, managers, and clients stay aligned in tasks and goals. Checklists remove confusion about what is supposed to be done and when it needs to be completed.
Offer product and equipment training to all employees, not just to beginners. The Washington State Janitorial Workload Study found that a lack of proper equipment training leads to injuries and errors, both of which increase turnover. While it is obvious that new staff members might not know how to use cleaning chemicals, machines, and equipment properly, you may not realize that seasoned cleaners could have different standards than your company’s expectations. Spending time on proper cleaning techniques prevents accidents and injuries, making employees feel more confident. It also can protect your equipment, thereby lowering repair costs.
Train more than once. Retention improves when people still feel supported well after the first month. Quarterly micro-trainings can cover broad topics, from restroom care to chemical handling. Even 15 minutes of recurring training can help strengthen an employee’s confidence and give them a chance to ask questions.
Create pathways for growth
Employees stay when they can envision a future with their employer. Growth does not always mean a big promotion. Offering skill-building classes, certifications, or English-learning resources can boost loyalty even when promotions aren’t immediate.
Not all training needs to be job-related. For example, consider offering courses and resources in financial literacy.
When employees know they have the opportunity for growth, they are more likely to commit and stay focused. They will take more pride in their work because they know it can lead to something bigger.
Offer constant communication
When employees feel ignored, retention can drop quickly. Ensure that your company’s supervisors consistently check in with employees, not just when an issue arises.
Research published in the American Journal of Industrial Medicine found that supervisors who consistently communicate with their cleaning team members and show them respect can dramatically reduce staff turnover. In addition, building relationships within the team can build trust and help catch small problems early or before they even happen.
Feedback tools are an important resource for maintaining open lines of communication. Employees who have access to anonymous feedback tools, such as a simple written form or a phone hotline, are more likely to speak up about their concerns without fear of punishment.
However, feedback tools are useless unless management follows up. If employees are telling you something isn’t working, make the effort to respond. Even if you cannot fix everything, employees want to know that their opinions matter and that you are aware of their concerns.
Recognize wins and celebrate people
The lowest-cost and highest-impact retention tool is recognition. Employees want to know their work is seen.
A Gallup study found that employees who are inadequately recognized are twice as likely to quit the next year. BSCs can recognize their employees with:
- Employee of the Month programs
- Bonuses for going above and beyond
- Celebrations for birthdays and work anniversaries (all of them, not just milestones)
- Staff profiles in public newsletters to clients, on the website, in social media, or in team meetings
- Handwritten thank you notes from upper management and/or supervisors
- Small gifts or free lunches after big projects
Get creative with your recognition. It doesn’t need to be fancy; it just needs to be genuine and specific. For instance, saying “Thank you for staying late on Thursday to help with the extra trash issues” goes much further than a general “good job.”
Invest in tools and environments
Old equipment, broken vacuums, and missing personal protective equipment (PPE) can cause frustration and even injury. According to the Occupational Safety and Health Administration’s Business Case for Safety and Health, investing in PPE and equipment is directly linked to improved retention because safer environments lead to increased satisfaction. If an employee doesn’t feel physically safe or supported at work, they’re more likely to leave.
To protect your cleaning teams, invest in the following:
- PPE, including disposable gloves, face masks, and safety glasses
- Back-support belts
- Reliable, up-to-date equipment, including vacuum models with and without cords and backpack options
- Color-coded mop heads and microfiber cloths to reduce cross contamination
- Uniforms
When employees see the company reinvesting in their work environment, they feel valued and protected.
Strategize monetary rewards
Although money is not the only factor that keeps someone in their job, it is an important consideration. A 2024 Gallup poll found that additional compensation/benefits would have prevented 30% of employees from leaving their jobs. Paying employees fairly and competitively from the start helps with recruitment and reduces turnover.
Beyond an employee’s base pay, BSCs can offer targeted incentives that reward desired behaviors.
- Performance bonuses: Offer these bonuses monthly or quarterly, and ensure employees understand the clear, simple expectations for earning them. Key performance indicators can include attendance, quality scores, or customer feedback
- Tenure bonuses: Giving a small bonus at six months or one year can encourage employees to push past the early learning curve and potential bumps that come with a new job. You can continue to reward employees on a tiered level based on their years with the company.
- Training-based pay increases: When an employee completes specialized training or a safety certification, reward them with a small pay increase. Additionally, if mandatory training occurs outside of an employee’s normal work hours, pay them for their time as if they were on the job. (Technically, if you are making them come to work on their off hours, they are on the job.)
- Referral bonuses: Employees often refer strong candidates. By rewarding them for referring new hires who stay past a set date, you can turn your workforce into a hiring machine.
These incentives—when offered alongside basic benefits like paid time off, holiday pay, medical benefits, and 401Ks—enhance an employee’s overall experience with your company.
Emphasize work/life balance
The inability to schedule their work life around family commitments can lead employees to quit their jobs. A study by the Society for Human Resource Management (SHRM) found that 68% of employees were more likely to stay at their jobs if their employers prioritized work-life balance.
BSCs can improve retention by offering predictable shifts with flexible options, and by cross-training staff so they can easily move into different shifts if needed. The ability to take time off for family and health reasons can create long-term loyalty.
Providing resources like mental health hotlines, community support programs, or transportation assistance also can make a difference. Employees want to know their employer sees them as a person, not just labor.
Focus on supervisors
Supervisor development is an often-overlooked factor in staff retention. A Gallup study of more than 1 million U.S. workers found that 75% of voluntary turnover is due to bad supervisors, not the job itself. Training supervisors how to manage people, not just tasks, is critical in retaining good talent. Ensure supervisor training focuses on the following skills:
- Clear communication
- Conflict resolution
- Coaching and feedback
- Proper documentation processes
- Time management
Supervisors play a critical role in creating your company culture. Even if you offer salaries at the top pay level, negative experiences with supervisors can lead to employee turnover.
Build retention into your culture
Keeping employees long term takes effort. It is not just about pay or one training session. It’s about showing people their work matters and room for them to grow exists.
When BSCs invest in training, communication, recognition, and fair compensation, employees feel connected to the company. They stay longer and do better work, not because they have to, but because they want to.
