Rewarding Good Performance Builds a Strong Cleaning Team

June 28, 2000

When an associate in your company is performing well above the minimum expectations of their job description, it’s very important to recognize their efforts. This recognition should include both financial and psychological considerations. Studies have shown that while getting paid is certainly very important factor in job performance, the feeling of being appreciated and recognized can often be just as important. The feeling of being a part of “the bigger picture” can be rewarding and goes a long way when it comes to motivating cleaning technicians.

Most of us are quick to point out failures or shortfalls, but when compliments are heard, we tend to react with a “that’s what they (we) get paid for.” It’s been my experience that a quick word of praise or a compliment to hard working technicians can sometimes reduce the number of customer complaints overall. If an employee feels that consumer comments are indeed received and acknowledged by the company, they will often try a little harder to generate customer compliments, and in so doing, create a lot of customer good will.

The “rewards” for good job performance can, but don’t necessarily have to, take the form of financial compensation. Commissions for added cleaning or additional services, such as applying protector, are common ways technicians can boost their paycheck. However, the kind of “extra mile” effort I’m talking about here is not necessarily additional work but rather just doing the scheduled work well above the customer’s expectations. Small bonuses for exceptional performance are always well received, but other means of recognizing a job well done can produce as much or better results.

Some examples of non-paycheck rewards are:

A special “Employee of the Month” plaque
Posting a written customer compliment on the company bulletin board
Movie tickets or dinner for two.

Sometimes, friendly competition within the company can serve to raise morale and stimulate sales. Contests can stir the competitive juices in technicians and be a lot of fun as well. There should be a prize for the winner, but it’s really all about “bragging rights.”

Naturally, when the technician gets their paycheck with all the extra work on it, the behavior is reinforced again.

Some examples of these contests are:

Who will have the highest average job ticket in a month?
Who will get the most written customer compliments?

Don’t forget the non-production employees as well. Plan some type of recognition for exceptional performance for sales and office personnel as well. The goal is to build a true feeling of teamwork with everyone doing their best to move the company forward.

The keys to a team’s success is that everyone knows their job and does it well, while at the same time working with the rest of the team to reach the company’s goals. When monthly goals are achieved, why not throw a small party and buy everyone an ice cream or soda? When it’s someone’s birthday or special day, recognize the person as the unique individual they are. Personal recognition and appreciation are powerful motivators and can lead to increased production, fewer complaints, and a happier work environment.

Tom Hill has more than 40 years’ experience in the cleaning, maintenance, and restoration industries. He is a past president and board member of the Institute of Inspection, Cleaning and Restoration Certification. Currently Tom currently serves as IICRC executive administrator and is president of Kenway Consultants, Inc., the IICRC’s administrative services contractor. He is also head of the Vancouver, Wash-based consulting firm of T.Hill & Associates, whose clients include carpet manufacturers, fiber producers, cleaning equipment manufacturers, trade associations, and professional cleaning and restoration companies. Tom is also a perpetual volunteer with industry organizations, and hopes that his efforts have and will make a difference.