Doug McMurtrie

In commercial cleaning and custodial operations, consistent results are rarely achieved by effort alone. Quality outcomes depend on clear processes, effective training, and ongoing reinforcement. When those elements are missing or unevenly applied, even experienced teams can struggle to meet expectations. Training and process gaps are among the most common and most costly challenges facing cleaning contractors and in-house custodians. These gaps affect daily cleaning quality, increase safety risks, and undermine long-term client retention. Understanding where these gaps occur and how to address them can help organizations strengthen performance across all levels of operation. Pinpointing the source of gaps Many cleaning programs rely heavily on informal or abbreviated onboarding. New team members may receive high-level instructions or brief shadowing, but little structured guidance. Without clear standards, workers are left to interpret expectations on their own, often developing habits that lead to inconsistent results. Another common source of process gaps is the lack of ongoing training. Procedures evolve, facilities change, and staff turnover introduces variability. Without regular reinforcement, even well-trained employees may drift away from established methods. According to the Occupational Safety and Health Administration (OSHA), effective training is not a one-time event, but an ongoing component of programs designed to prevent hazards and reduce incidents. Language barriers, varying experience levels, and limited access to training materials can further widen gaps. When training is not accessible or reinforced, misunderstandings are more likely to occur. However, training alone cannot compensate for unclear or poorly defined processes. Even knowledgeable teams struggle when procedures are inconsistent or undocumented. Supervisors must provide written procedures and checklists. Processes that exist only through verbal instruction are difficult to replicate, audit, or improve. Documented procedures provide a shared reference point for training, quality control, and accountability. Cleaning and maintenance procedures must be consistent across the board. Breakdowns frequently occur when procedures vary by shift, site, or supervisor. When different teams clean the same space using different methods, quality becomes unpredictable. This issue is especially common in multi-site operations or facilities with rotating personnel. Unclear role definitions also contribute to process gaps. When supervisors do not clearly assign tasks, inspections, and follow-up actions, their team members often overlook important details. Analyzing the impact of gaps Training and process gaps show up quickly in cleaning outcomes. Missed steps, inconsistent techniques, and improper sequencing can result in areas being overlooked or cleaned incorrectly. Over time, these issues accumulate and become visible to building occupants and clients. Inconsistent quality erodes confidence. Clients may initially tolerate minor issues, but patterns of inconsistency signal deeper operational problems. Once trust is damaged, even small lapses can take on greater significance. For in-house custodial teams, inconsistent quality often leads to complaints, rework, and strained relationships with building management. For contractors, it can jeopardize contract renewals and referrals. Predicting safety implications Safety risks are a serious consequence of training and process gaps. Workers who are not properly trained may misuse tools, overlook hazards, or fail to follow established safety practices. OSHA emphasizes that clear procedures and effective training are essential components of programs designed to reduce workplace incidents and near misses. When processes are unclear or inconsistently applied, hazards are more likely to go unnoticed. From an occupant perspective, inconsistent cleaning can leave behind moisture, residue, or debris that contributes to slip-and-fall risk. These hazards are often the result of incomplete procedures or improper technique rather than lack of effort. Data from the U.S. Bureau of Labor Statistics consistently shows that preventable workplace injuries are a leading cause of lost workdays across industries. Cleaning and maintenance environments are no exception. Clear training and standardized processes help reduce exposure to these risks. Protecting client retention Client retention is closely tied to consistency. Clients expect predictable service levels, clear communication, and reliable results. When training and process gaps lead to variability, retention suffers. Research in workforce management and organizational performance has consistently shown that organizations that invest in training and clear processes experience higher retention and more stable performance outcomes. Persistent quality issues often stem from systemic gaps rather than isolated mistakes. For cleaning contractors, losing a client due to avoidable inconsistencies can be far more costly than investing in training and process improvement. Addressing these gaps proactively protects long-term relationships and your company’s reputation. Setting strategies for closing the gaps Closing training and process gaps does not require complex systems or large budgets. But it does require intentional planning and follow-through, which supervisors can provide through the following six steps: Standardize core procedures. Identify the most critical tasks and define clear, repeatable steps. Standardization creates a foundation for training, quality control, and performance measurement. Document expectations clearly. Written procedures, checklists, and visual guides help reinforce training and reduce reliance on memory or assumptions. Documentation also supports consistency across shifts and locations. Reinforce training regularly. Short refresher sessions, toolbox talks, or periodic reviews help keep standards top of mind. According to OSHA, ongoing training and communication are key elements of effective safety and operations programs. Train for understanding, not memorization. When workers understand why a process matters, they are more likely to follow it consistently and recognize when conditions change. Research from the National Institute for Occupational Safety and Health (NIOSH) has shown that training tied to hazard awareness improves compliance and safety outcomes. Assign accountability. Clearly define who is responsible for specific tasks, inspections, and follow-up. Accountability helps ensure that gaps are identified and addressed before they escalate. Gather feedback from frontline staff. Frontline workers often identify process issues before management does. Industry organizations such as ISSA have emphasized the importance of engaging workers in training and process improvement efforts to strengthen consistency and outcomes. Building a culture of consistency Training and process improvements are most effective when they are part of a broader culture. Organizations that prioritize clarity, consistency, and continuous improvement are better positioned to deliver reliable results. Addressing training and process gaps is not about working harder. It is about working smarter, with systems that support both people and performance. By treating training as an

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Doug McMurtrie

Owner, Complete Care Maintenance

Articles by Doug McMurtrie

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