There’s an issue in the commercial cleaning industry. Walk into almost any client meeting and you’ll hear about the same things: equipment specifications, compliance certificates, flowcharts and process documentation.
These are all the elements you’d expect from a professional cleaning proposal. And that’s the issue. Many of these meetings end the same way – with clients struggling to differentiate between providers. This challenge shows there’s a gap in how most organisations choose a commercial cleaning company and how most cleaning companies present their services.
When the better approach clicked for us
The breakthrough in understanding what makes a good commercial cleaning company often comes from unexpected conversations.
During a routine contract renewal discussion, one of our longest-standing clients was asked what kept them happy with our service year after year. They said, “When we think about your company, it’s always positive. Last month, three different people mentioned how thoughtful your team had been.”
This feedback highlighted a key insight for us: the most successful cleaning partnerships go beyond operational efficiency to create genuinely positive experiences that people remember and talk about. The goal isn’t to disappear into the background, it’s to deliver service that improves the workplace environment in meaningful ways.
What most commercial cleaning companies get wrong
The main issue with a lot of cleaning companies across the industry is leading with processes rather than outcomes. They focus on what they do instead of what the client actually receives. For example, a client may be presented with detailed process documentation when what they really want to understand is how you can solve their key problems.
From our conversations, we believe our clients are buying peace of mind – the assurance that their commercial cleaning service needs will be handled consistently and professionally. This then allows them to focus on their core business without worrying about facility management.
The question every facility manager should ask is: when someone walks through your doors, what impression are they forming in those first few seconds? And if you are still wondering what commercial cleaning is exactly, take a look at this post on what is commercial cleaning.
Moving beyond transactional relationships
Understanding what makes a good commercial cleaning company requires shifting the conversation from “here’s how we clean” to “what do you need this space to say about your organisation?”. This is the approach we take when speaking to potential business partners. It transforms the proposal process.
Instead of competing purely on price against multiple providers, we show how we can become a partner, how we understand their needs and what success actually looks like for their specific environment.
Consider this scenario: a client had cycled through three cleaning providers in two years. Each promised efficiency and cost savings, and each delivered exactly that. But nothing more than that. What the organisation actually needed was a cleaning partner who would notice when things weren’t quite right and address issues proactively before they became problems requiring management attention.
Beyond efficiency and cost control, they needed a service that connected with their workplace culture and values. This is where specialist cleaning services and additional support services can make a significant difference.
What should you look for in a specialist cleaning company?
The most successful cleaning partnerships we’ve had share a common foundation: they begin with honest conversations about fit and alignment. Not every client is right for every provider. Recognising this early benefits everyone involved.
Some organisations genuinely need basic cleaning services at the lowest possible cost. Others prioritise cutting-edge technology regardless of practical application. Both approaches are valid, but they require different types of partnerships.
When evaluating what should you look for in a cleaning company, consider these key factors:
- Values alignment: Does the provider share your organisation’s values around sustainability, employee treatment and community responsibility? For example, working with a B Corp cleaning company who truly cares about their social and environmental impact.
- Partnership approach: Do they seek to understand your specific needs and challenges or do they offer a one-size-fits-all solution?
- Proactive problem-solving: Will they identify and address issues before they require your management time?
- Long-term thinking: Are they focused on building lasting relationships or just winning contracts?
- Cultural fit: Do their team members enhance your workplace environment through positive interactions?
So, what makes a good commercial cleaning company?
Some of the indicators we’re proud of that show we’ve moved beyond being just another cleaning company:
- When clients share positive feedback about unexpected service moments
- When they mention our team members by name,
- When they’re genuinely proud to show visitors around their facilities
We believe what makes a good commercial cleaning company isn’t the ability to disappear into the background, it’s creating the kind of service experience that people actually want to discuss with colleagues and visitors.
Yes, it’s about being professional but it’s also about being thoughtful, proactive and the right fit for your business. The difference between getting the job done and getting it done with genuine care impacts everything from employee satisfaction to client impressions to overall workplace culture.
We don’t have clients, we have partners
With consistent customer satisfaction scores of 90%+, NuServe offers a modern and ethical cleaning service to offices, schools, hospitals and manufacturing sectors across the UK. Also, as the UK’s first B Corporation certified cleaning company, we’re accountable to consider our impact on people and the planet, as well as your business.
So, if you’re looking for a commercial cleaning partner, get a quote today and discover how the right cleaning partnership can work wonders for your workplace.
