How to Choose a Commercial Cleaning Company You Can Trust

The right commercial cleaning partner safeguards health, compliance, and reputation—trust is built on proof, not promises.

Introduction: Why Trust Matters in Commercial Cleaning

A spotless lobby or gleaming hallway may be the most visible signs of a cleaning program, but trust is what truly defines a successful commercial cleaning partnership. Facilities managers rely on cleaning teams not just for appearances but to protect occupant health, ensure compliance with safety standards, and safeguard the organization’s reputation.

The wrong choice can cost far more than the savings of a low bid. Poor cleaning can lead to higher absenteeism, compliance violations, or even outbreaks of illness that damage employee morale and customer confidence. A reliable partner, on the other hand, offers more than consistent cleaning. They bring documented accountability, trained staff, sustainable practices, and a culture of professionalism that frees managers to focus on broader operational goals.

When choosing a commercial cleaning company you can trust, the goal is to balance reliability, professionalism, and quality of service. That means evaluating more than a proposal—it requires digging into a company’s background, training methods, certifications, and communication practices.

This article outlines the eight trust factors every facilities manager should evaluate and provides a practical checklist to make the process straightforward.

 

Factor 1: Reputation & References

A company’s reputation is one of the most reliable predictors of future performance. Cleaning is a service where outcomes are often intangible and ongoing. You need a provider with a proven history of reliability.

What to Look For

• Online reviews and testimonials: While no provider will have a spotless record, consistent positive feedback shows long-term reliability.
• References from current clients: Ask for contact information of clients in your industry. Speaking to peers about response times, issue resolution, and consistency provides an unfiltered perspective.
• Industry track record: Longevity matters. A company operating for decades with stable leadership demonstrates resilience and commitment.

Example

A mid-sized office building switched providers after repeated complaints about restroom cleanliness. The original company had glowing marketing material but no client references. The new provider shared three references from similar-sized buildings and had been operating locally for 25 years. Within six months, complaints dropped by 80%, and the facilities team no longer spent hours chasing missed tasks.

Red Flags

• A provider unwilling to provide references.
• Reviews mentioning frequent no-shows or supply shortages.
• Companies that frequently change names or ownership.

 

Factor 2: Experience & Training

Not all facilities are alike. A cleaning provider experienced in retail may not understand the compliance requirements of healthcare. A team familiar with office cleaning may be unprepared for industrial environments with hazardous materials.

Why It Matters

• Specialized environments (like hospitals or food processing plants) have regulations beyond general cleaning. Providers must understand infection control, disinfection protocols, and OSHA requirements.
• Training prevents risk: Cleaning staff use chemicals and equipment daily. Without training, mistakes can harm employees, damage property, or expose organizations to liability.

What to Look For

• Experience with similar facilities: Ask, “Have you cleaned spaces like mine before?”
• Documented training programs: Reputable providers have structured onboarding, refresher training, and safety certifications.
• Supervisor coaching: Strong programs include on-the-job training and routine field audits to reinforce standards.

Example

A medical office needed a provider that could meet HIPAA sensitivity requirements and handle disinfection of patient areas. The chosen provider demonstrated past experience in healthcare, presented OSHA training records for staff, and had supervisors certified in bloodborne pathogen training. Their preparedness meant compliance risk was minimized from day one.

Red Flags

• Providers who claim “we can clean anything” without proof of past experience.
• Lack of written training materials or reliance on “shadowing” only.
• High turnover that undermines continuity of training.

 

Factor 3: Certifications & Compliance

Certifications are a form of third-party validation. They show that a company has invested in meeting recognized industry standards rather than relying on marketing promises.

Key Certifications

• ISSA CIMS or CIMS-GB: The Cleaning Industry Management Standard, with a Green Building component aligned to LEED O+M. Certification means a provider has documented management systems, quality assurance processes, and sustainability measures.
• Green Seal GS-42: Certification for cleaning service providers focused on sustainability, worker health, and IAQ protections.
• OSHA compliance training: Demonstrates that staff understand safety protocols, chemical handling, and PPE use.
• EPA Safer Choice products: Indicates the provider uses cleaning chemicals screened for health and environmental safety.

Insurance & Licensing

Beyond certifications, trusted providers must carry:

• General liability insurance to cover accidents.
• Workers’ compensation insurance to protect employees and clients.
• Surety bonding for theft protection.
• Licensing that meets state and local requirements.

Why This Matters

Accidents happen. A slip on a wet floor, improper use of disinfectant, or damaged property can create costly liabilities. Insurance and certifications prove the company is prepared and professional.

Example

A regional healthcare facility required vendors to hold ISSA CIMS-GB certification. By choosing a certified provider, they avoided additional LEED documentation work. The cleaning company’s compliance also reduced the risk of OSHA fines, as all staff had up-to-date safety training.

Red Flags

• Unwillingness to provide proof of insurance.
• Lack of documented compliance with OSHA or state regulations.
• Use of uncertified chemicals or products that conflict with sustainability goals.

 

Pulling It Together: Early Screening Questions

When interviewing providers, you can narrow your list quickly by asking:

1. Can you provide three references from clients in my industry?
2. What formal training do you provide to staff, and how often?
3. What certifications do you hold (ISSA CIMS, GS-42, OSHA)?
4. Can you share proof of insurance and bonding?

Providers who hesitate to answer or cannot document these basics should be screened out early.

 

Factor 4: Services & Flexibility

A commercial cleaning company should do more than provide a standard checklist. Facilities vary in their usage, layout, and compliance needs. A trustworthy partner tailors services to fit—not the other way around.

Why It Matters

• Customization: A bank branch has different cleaning needs than a distribution warehouse. The right provider adapts to your schedule, building type, and occupant density.
• Specialized services: Beyond daily cleaning, you may need carpet care, floor stripping and waxing, window washing, or disinfection after outbreaks. Managing multiple vendors increases costs and coordination headaches.
• Scalability: Growth, renovations, or emergency events demand a provider who can scale staff or services quickly.

What to Look For

• A customized cleaning plan aligned to your hours of operation.
• Evidence of handling special projects without outsourcing.
• A track record of managing both routine cleaning and emergency response.

Example

A university campus required cleaning of residence halls, classrooms, and labs. Their trusted provider created different SOPs for each space type and offered quarterly floor care services. When a flu outbreak hit the campus, the company deployed additional staff for nightly disinfecting—without requiring a new contract.

Red Flags

• One-size-fits-all proposals with no mention of your specific facility.
• Limited service menu that forces you to hire multiple vendors.
• Inability to provide short-term staffing during emergencies.

 

Factor 5: Employee Screening & Reliability

A cleaning company is only as reliable as the people it hires. Staff often work after hours, in sensitive environments, and with access to valuable property. Screening and retention practices are critical to trust.

Why It Matters

• Security: Unscreened employees put assets, confidential information, and safety at risk.
• Consistency: High turnover disrupts training and reduces service quality.
• Trust: Knowing staff are vetted and stable builds confidence for facility managers and occupants alike.

What to Look For

• Background checks including criminal history and employment verification.
• Drug testing policies where appropriate.
• Low turnover rates as a sign of a committed workforce.
• Onboarding programs that reinforce company culture and standards.

Example

A medical research lab required staff with background checks and confidentiality agreements. Their provider delivered both and maintained a turnover rate below 15% annually, compared to the industry average of 75–200%. The result was continuity, familiarity with sensitive spaces, and fewer compliance risks.

Red Flags

• Providers unwilling to discuss their screening process.
• High visible turnover with new faces on every shift.
• No formal onboarding or confidentiality protocols.

 

Factor 6: Communication & Accountability

Communication is where trust is won or lost. A reliable cleaning company ensures you know what was done, how issues are resolved, and what improvements are planned.

Why It Matters

• Responsiveness: Facility managers need quick answers when problems arise.
• Transparency: Reporting ensures performance is measurable, not subjective.
• Continuous improvement: Feedback loops keep service quality from stagnating.

What to Look For

• A dedicated point of contact such as an account manager or supervisor.
• Digital tools for inspections, reporting, and task tracking.
• Regular check-ins such as monthly or quarterly reviews with documented outcomes.

Example

An office complex installed a digital inspection system provided by their cleaning vendor. Supervisors logged inspections via an app, and managers could see pass/fail rates, issue resolution, and supply usage in real time. Complaints dropped, and response times improved because accountability was built into daily operations.

Red Flags

• A single phone number for customer service with no dedicated manager.
• Lack of reporting beyond “we’ll take care of it.”
• Defensive or dismissive responses to complaints.

 

Factor 7: Sustainability Practices

For many organizations, sustainability is more than a preference—it’s a brand commitment or compliance requirement. A trustworthy cleaning provider should support those goals, not undermine them.

Why It Matters

• Indoor air quality (IAQ): Using low-VOC, fragrance-free products protects staff and occupants.
• Certifications: If your facility pursues LEED or WELL certification, janitorial practices directly affect ongoing compliance.
• Reputation: Occupants notice when organizations visibly commit to green cleaning and waste reduction.

What to Look For

• Use of eco-certified cleaning products (EPA Safer Choice, Green Seal, ECOLOGO).
• Dilution control systems that reduce chemical overuse and packaging waste.
• Training in sustainable practices like microfiber systems, recycling, and entryway matting.
• Ability to provide purchasing reports showing the percentage of spend on certified products.

Example

A corporate headquarters seeking LEED O+M recertification partnered with a cleaning company certified under ISSA CIMS-GB. The provider supplied quarterly reports showing that 95% of consumable purchases met certification requirements. The facility not only retained LEED credits but also reduced overall chemical spend through efficient dilution practices.

Red Flags

• Reliance on harsh, high-VOC chemicals without alternatives.
• Lack of interest in sustainability reporting or product certifications.
• “Green” marketing claims without third-party validation.

 

Factor 8: Pricing & Contracts

Price always matters, but trust requires transparency. The lowest bid often conceals hidden costs in poor service, high turnover, or frequent rework.

Why It Matters

• Value vs. cost: A higher-quality provider may reduce long-term costs by preventing complaints, damage, or compliance failures.
• Clarity: Contracts must define what’s included, what’s extra, and how issues are handled.
• Flexibility: Your needs will evolve; contracts should allow adjustments without punitive fees.

What to Look For

• Transparent pricing with detailed scope of work.
• Flexible terms that allow scaling or contract review.
• Service-level agreements (SLAs) that define performance expectations.
• Clear escalation procedures for unresolved issues.

Example

A manufacturing plant was burned by a vendor that offered the lowest bid but excluded deep cleaning, floor refinishing, and emergency response. After repeated add-on charges, the costs exceeded the budget of a higher-quality provider. The new contract specified included/excluded services, SLAs for complaint resolution, and annual reviews—restoring financial and operational stability.

Red Flags

• Vague contracts with little detail on scope or exclusions.
• Long-term commitments without flexibility clauses.
• Prices far below competitors, suggesting corners will be cut.

 

Bringing It Together: The Evaluation Checklist

At this point, you’ve seen the eight factors that define a trustworthy cleaning company. To make the process easier, here’s a practical evaluation checklist you can use during RFPs or vendor interviews.

 

🧹 Commercial Cleaning Company Evaluation Checklist

✅ Company Background & Reputation

• How long has the company been in business?
• Do they have experience with facilities like mine?
• Can they provide references from current clients?
• Do they have positive online reviews or testimonials?

✅ Certifications & Compliance

• Are they licensed and insured?
• Do they hold professional certifications (e.g., ISSA CIMS, OSHA, Green Seal)?
• Do they comply with safety and industry standards?

✅ Staff & Training

• Do they background-check and screen employees?
• Do staff receive ongoing training in cleaning, safety, and disinfection?
• What is their employee turnover rate?

✅ Services & Flexibility

• Do they offer a customized cleaning plan?
• Can they handle specialized needs (carpets, windows, disinfection, floor care)?
• Do they offer emergency cleaning or after-hours service?

✅ Quality Control & Accountability

• Is there a dedicated point of contact or supervisor?
• Do they have a system for reporting issues or complaints?
• Do they perform regular inspections or audits?
• Do they use digital reporting tools or apps for tracking performance?

✅ Sustainability Practices

• Do they use eco-friendly cleaning products?
• Do they follow green cleaning or sustainability initiatives?

✅ Pricing & Contracts

• Is their pricing transparent and competitive?
• Are contracts flexible, or do they require long-term commitments?
• Are extra services clearly outlined in the contract?

👉 How to Use It: Score each company from 1–5 in every category. The one with the highest overall score will likely be your best fit.

 

Making Sense of Your Evaluation Checklist

Once you’ve interviewed providers and scored them across the eight trust factors, patterns will emerge. A company that excels in certifications and training but struggles with communication may still be a fit—if you’re prepared to build accountability into the contract. A provider that looks attractive on price but fails in sustainability or background checks is a liability waiting to happen.

How to Interpret Scores

• Top scores in all areas (4–5): Strong candidate for long-term partnership.
• Mixed scores (2–3): May be workable but requires stronger contract oversight.
• Consistently low scores (1–2): High risk; look elsewhere.

Weighting Factors

Not every factor carries equal weight. For example, a hospital should weight experience, certifications, and staff screening more heavily than cost. An office environment may emphasize flexibility and sustainability. Assign weights that reflect your organization’s priorities.

 

Case Examples: Good vs. Poor Partnerships

The Trusted Partner: A Healthcare Case

A regional hospital selected a cleaning company with ISSA CIMS-GB certification, OSHA-trained staff, and experience in clinical settings. The provider supplied quarterly spend reports for LEED compliance, kept turnover below 15%, and used digital inspection tools. When COVID-19 hit, they scaled staffing to meet new disinfection demands without missing a beat. Trust was earned through preparation, documentation, and adaptability.

The Problematic Provider: An Office Building Case

A Class A office tower chose a vendor based solely on price. Within months, tenants complained about unclean restrooms, and supplies frequently ran out. The vendor had no digital reporting, high turnover, and vague contracts that excluded floor care. Facility management spent more time chasing tasks than overseeing operations. After one year, the provider was replaced—costing more in disruptions than the original “savings.”

The Cautionary Tale: A Retail Chain

A multi-site retail chain outsourced to a provider with no employee screening protocols. One staff member committed theft, leading to reputational damage. The provider carried minimal bonding, so recovery fell on the client. Lesson: trust without verification can create exposure far greater than cleaning itself.

 

Red Flags That Signal Untrustworthy Providers

1. Unusually low bids with no explanation.
2. Vague contracts with undefined scope.
3. Resistance to site visits or sharing references.
4. No proof of insurance or certifications.
5. High staff turnover with no continuity.
6. No clear system for complaint resolution.
7. “Green” claims without certifications or sustainability data.

If you encounter even two or three of these red flags, proceed cautiously or move on.

 

Building a Step-by-Step Selection Roadmap

Here’s a structured approach for facilities managers to choose wisely:

Step 1: Define Priorities

Identify what matters most: cost savings, sustainability, compliance, flexibility, or occupant satisfaction. Use these to weight your checklist categories.

Step 2: Shortlist Providers

Start with 4–6 companies. Conduct initial screening calls asking about certifications, insurance, and references. Eliminate those unwilling to provide documentation.

Step 3: Request Proposals

Ask each shortlisted provider for:

• Detailed scope of services.
• Pricing with inclusions/exclusions.
• Proof of certifications and insurance.
• References from current clients.
• Sample reports (inspection, sustainability, or purchasing).

Step 4: Conduct Site Visits

Invite top candidates to tour your facility. Assess how they evaluate your space, ask questions, and propose solutions. A trustworthy partner will listen, not just pitch.

Step 5: Score with the Checklist

Use the evaluation checklist to score each provider. Weight categories by importance. Document everything.

Step 6: Contract Negotiation

Build in accountability with clear contract language:

• Required certifications.
• Service-level agreements (SLAs).
• Reporting requirements.
• Flexibility clauses.
• Escalation paths for unresolved issues.

Step 7: Pilot Period

Start with a 90-day pilot. Monitor inspections, complaint resolution, and reporting. Evaluate if they deliver on promises before committing long term.

Step 8: Review and Renew

Hold quarterly reviews covering performance, sustainability metrics, and staffing stability. Trust is maintained through ongoing verification.

 

Why This Matters for Facility Managers

Facilities managers juggle compliance, budgets, and occupant satisfaction. Cleaning may be one of many responsibilities, but it is uniquely visible. When trust is broken—through missed tasks, untrained staff, or hidden contract costs—it reflects directly on management. Conversely, a trusted cleaning partner can reduce stress, minimize risk, and free up resources for strategic priorities.

The Bigger Picture

• Health & Safety: Reliable cleaning reduces absenteeism, supports infection control, and protects staff.
• Compliance: Proper documentation keeps you prepared for OSHA inspections, LEED audits, or corporate sustainability reporting.
• Sustainability: Green cleaning supports broader ESG goals and occupant wellbeing.
• Financial Stability: Transparent pricing prevents budget surprises and long-term erosion of trust.

 

People Also Ask

What should I look for in a commercial cleaning company?
Look for certifications, background checks, transparent contracts, and proven references from businesses like yours.

How do I know if a cleaning company is trustworthy?
A trustworthy provider offers certifications, documented training, insurance, and clear reporting on performance.

Why are certifications important for cleaning companies?
Certifications like ISSA CIMS or Green Seal prove a company meets industry standards for safety, quality, and sustainability.

What questions should I ask before hiring a cleaning company?
Ask about training, insurance, employee screening, sustainability practices, and how they track quality and complaints.

How do cleaning contracts affect trust?
Clear contracts with transparent pricing, service levels, and accountability clauses protect you from hidden costs or poor service.

 

FAQ

How often should I evaluate my cleaning company?
Review performance quarterly, using inspections, complaint logs, and sustainability reports.

Do I need a cleaning company with industry certifications?
Yes. Certifications ensure compliance with safety, quality, and environmental standards.

Can commercial cleaning be customized?
Absolutely. The best providers tailor services to your schedule, facility type, and specialized needs.

What insurance should a cleaning company carry?
General liability, workers’ compensation, and bonding protect both your business and their staff.

Are green cleaning practices worth it?
Yes. They improve indoor air quality, reduce chemical exposure, and may support LEED or sustainability goals.

 

The Takeaway

Trust in commercial cleaning isn’t built on promises—it’s earned through documented accountability, stable staff, certifications, and consistent performance. By applying the eight trust factors—reputation, training, certifications, services, staff reliability, communication, sustainability, and contracts—you can cut through marketing claims and identify partners that truly deliver.

The evaluation checklist is your practical tool. Use it to compare providers side by side, weighted to your organization’s priorities. Combine it with site visits, references, and pilot periods to ensure you’re making a decision based on evidence, not assumptions.

The most trustworthy cleaning companies combine professionalism, accountability, and proven results. When you select wisely, you don’t just get a cleaner building—you get peace of mind, compliance security, and a partner invested in your success.

Vanguard Cleaning Systems of the Ozarks' franchise-owned custodial service provider business cleans more than 8M sq. ft. weekly, maintaining an industry-topping 95+% of its customer base, year-over-year, and boasting more than 60 5-star Google reviews.

Need more capability from your vendor partners? --Let's talk.

In Oklahoma, dial 918-960-4450

In Arkansas, dial 479-717-2410

In Missouri, dial 417-812-9777

 

References

Bragg, S. (2012). Outsourcing the maintenance and janitorial functions. In Outsourcing (pp. 273–300). Wiley. https://doi.org/10.1002/9781119201144.ch13

International Sanitary Supply Association (ISSA). (2019). Cleaning Industry Management Standard (CIMS) and CIMS-Green Building (GB). Retrieved from https://www.issa.com/cims

Occupational Safety and Health Administration (OSHA). (2023). Training requirements in OSHA standards. U.S. Department of Labor. https://www.osha.gov

U.S. Environmental Protection Agency (EPA). (2024). Safer Choice Standard and criteria. Retrieved from https://www.epa.gov/saferchoice

U.S. Green Building Council (USGBC). (2023). LEED v4.1 Operations and Maintenance: O+M Guide. Retrieved from https://www.usgbc.org/leed

Weliwita, R., & Dolamulla, S. (2024). An assessment of job satisfaction of janitorial staff in two tertiary care hospitals in Kandy District, Sri Lanka. Sri Lankan Journal of Medical Administration, 24(2), 76–83. https://doi.org/10.4038/sljma.v24i2.5429