How to Select the Right Cleaning Vendor for Your Facilities

Most facility managers choose their cleaning vendor based on price. That's a mistake. The cheapest bid often becomes the most expensive partnership when quality suffers, compliance falters, and your tenants complain. This is a 10-criteria framework I use to evaluate every vendor we work with.

The 10 Criteria: Beyond Price

1. Compliance & Certifications

This is your first filter. Ask:

• OSHA compliance certification: Do they have documented OSHA training for all staff?
• Bonding & insurance: What's their coverage level? Request certificates of insurance.
• Industry-specific certifications: For healthcare, HIPAA training. For food service, health department standards.
• Background verification: Have all staff passed comprehensive background checks?

2. Experience with Your Facility Type

A vendor experienced with office cleaning might be lost in a healthcare facility or manufacturing environment. Look for:

• Relevant references: Can they provide 3+ references from facilities similar to yours?
• Years in the industry: 10+ years managing facilities like yours is ideal; less than 5 is a risk.
• Specialized training: Do they have staff trained in your industry-specific requirements?
• Account manager assignment: Will you have a dedicated point of contact with relevant expertise?

3. Technology & Reporting

You can't manage what you can't measure. Modern vendors should provide:

• Mobile reporting: Real-time documentation of completed tasks and any issues
• Performance dashboards: Access to metrics like response time, completion rate, quality scores
• Incident tracking: How do they document and respond to cleaning-related issues?
• Billing transparency: Detailed invoices showing what was done, when, and by whom

4. Responsiveness & Communication

Call their main number during business hours. How quickly were you answered? Was the person able to help, or did you get bounced around? This tells you about their operation.

• Dedicated account manager? You should have one person who knows your facility and your needs
• Emergency response time: What happens if there's an urgent issue at 3 PM on a Friday?
• Communication channel preference: Phone, email, text, app? They should accommodate your preferences
• Regular check-ins: Do they proactively reach out, or wait for complaints?

5. Financial Stability

A vendor going out of business mid-contract is a nightmare. Ask indirect questions to assess stability:

• Years in business: 10+ years is generally a good sign. Less than 3 is risky.
• Customer retention rate: Do they have long-standing accounts? Or high turnover?
• Growth trajectory: Are they expanding responsibly, or overextending?
• Staffing stability: High turnover of employees or managers is a warning sign

6. References & Reviews

Don't just ask for references—call them. And call them without advance warning. Ask:

• "Have they ever missed service?" - How do they handle failures?
• "What was your biggest issue with them?" - They'll be honest about problems
• "Would you use them again?" - Simple yes/no tells you everything
• "What's their pricing model?" - Consistency matters

7. Contract Flexibility & Terms

Red flags in a contract:

• Automatic renewal with 90+ day cancellation notice - Lock-in period is too long
• Penalty fees for early termination - You should have an out if they underperform
• Price increases without limit - Negotiate caps (e.g., max 3% annual increase)
• Vague performance standards - Specific, measurable SLAs are critical

8. Scalability & Growth Plans

If you plan to grow your portfolio, can they scale with you? Ask:

• What's their geographic coverage? Can they serve your future locations?
• Do they have capacity? Are they overbooked, or can they take on more work?
• How do they handle rapid expansion? Training processes for new crew members?
• Do they offer multi-location discounts? Growth should be incentivized

9. Quality Control & Auditing

How do they ensure consistent quality? Look for:

• Third-party inspections: Are they willing to allow surprise audits?
• Photo documentation: Do they submit before/after photos of work completed?
• Regular training: How often do they train staff on quality standards?
• Corrective action process: What happens when quality falls below standards?

10. Cultural Fit & Partnership Mindset

This is intangible but critical. During your conversations, ask yourself:

• Do they listen to your needs? Or are they pitching a one-size-fits-all solution?
• Are they asking good questions? A good vendor digs deep to understand your challenges
• Do they view you as a partner or a transaction? Long-term relationships matter
• Are they proactive or reactive? Do they suggest improvements, or just respond to requests?

The Decision Framework

The Bottom Line

Vendor selection is one of the most important decisions you make as a facility manager. The cheapest price often costs you the most in headaches, compliance risks, and tenant dissatisfaction.

Use these 10 criteria to evaluate fairly. A vendor who scores well across all of them is worth paying for.