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In the building services industry it is easy to get caught up in a “they are only cleaners” mentality and place low expectations on a workforce. Over the last decade Horizon Services has come to realize no one is “only” a cleaner. Service technicians come from a varied backgrounds and while some individuals have had limited educational opportunities many have the same capacities as you or I. When Horizon started elevating our expectations, requiring more documentation for quality inspections, trusting service technicians to monitor supply inventory on-site and empowering supervisors to take action and manage customer relations we were pleasantly surprised by the results. Individuals rise to the level of the expectations you place on them. It is our expectation that each individual that works for us has the work ethic and commitment to grow into a leadership role. With this expectation in mind our recruiters never select a “good enough” candidate or search for “warm bodies” and the result is higher productivity, near elimination of on-the-job injuries and significantly improved quality. With this attitude the customer always wins because they receive consistent, hassle-free janitorial services.
If every contractor could adopt a similar mentality and view their employees as the key to success that they are rather than “laborers” much of the stigma attached to our industry would fade, working conditions would improve across the board and customers would grow to respect building services contractors as a trusted partner rather vendor to be abused for the lowest price.