Words: Allen P. Rathey
Businesses that are reluctant to invest in training their staff often come to regret it. As Henry Ford, founder of Ford Motors, said:
“The only thing worse than training your employees and having them leave is not training them and having them stay.”
Years later, Sir Richard Branson, founder of Virgin Group, added, “Train people well enough so they can leave. Treat them well enough so they don’t have to.”
Even when the importance of staff training is acknowledged, employers are often unsure how best to go about it. I always say at least seven steps are involved in building a foundation for effective training.
Step 1: Examine worker mindset
Mindset refers to how people perceive themselves and their abilities. A growth mindset is the belief that skills and intelligence can be improved through effort, feedback and learning — leading to more success. In contrast, a fixed mindset assumes traits such as intelligence and talent are unchangeable.
To assess worker mindsets during training, pay attention to their statements. An employee who says, “I can’t change my cleaning style” is likely demonstrating a fixed mindset. In contrast, a growth-minded employee might say, “I want to grow and see what’s possible for me.”
Step 2: Value the work
There’s a story about President John F. Kennedy asking a NASA janitor what he was doing, to which the janitor responded, “I’m helping to put a man on the moon.” While perhaps fictional, this story highlights a key truth: people want meaning in their work.
Training cleaning staff effectively begins by recognising their role in maintaining a healthy environment. Knowing their work contributes to hygiene and safety can boost job satisfaction far more than simply being told to clean a toilet.
Wages, benefits, career opportunities, and a sense of purpose all contribute to valuing custodial work. Offering effective training supports these elements, making the work socially important.
Step 3: Have a mission
An effective mission statement outlines your organisation’s core purpose. Before training employees, develop a mission statement that reflects the input of all stakeholders. It should:
- Summarise your business’s goals and values
- Communicate your purpose to staff and customers
- Guide decision-making, including training strategies
For example: “We provide professional, affordable cleaning services for commercial facilities using sustainable products. We strive to exceed customer expectations and ensure our workers are the safest and most highly trained.”
Step 4: Create a standardised system
Standardised procedures are essential for reliable results. Author Jeffrey Liker noted in his book Toyota Talent that standardised work reduces chaos, making training more effective.
Start by identifying the best methods for key tasks such as vacuuming, dusting, and floor care. Once procedures are established, use a “show and tell” method to train staff: demonstrate the process, then have them repeat it back.
Step 5: Clean for health
Cleaning methods should protect the health of both workers and occupants. Use indoor air quality (IAQ) sensors to monitor pollutants and involve staff in decisions about cleaning tools. This approach helps workers see the impact of proper cleaning on air quality, leading to better performance and healthier outcomes.
Step 6: Invest in skills development
High staff turnover is common in cleaning, but training is a worthwhile investment. For example, a $10,000 training program that generates $15,000 in benefits results in a 50% return on investment.
Step 7: Provide a career path
Training and certification allow workers to develop specialised skills, such as cleaning for health or infection prevention. Offering career development opportunities also helps workers advance within your organisation.
Encourage employees to join professional networks like ISSA or local associations like the Cleaning Council of WA. These networks provide education, support, and access to valuable resources.
12 reasons to train
- Enhance worker skills and knowledge.
- Improve use of equipment and chemicals.
- Teach infection control and prevention.
- Promote waste management and sustainability.
- Teach customer service.
- Ensure compliance with standards and regulations.
- Boost operational efficiency.
- Reduce workplace injuries.
- Increase customer and employee satisfaction.
- Improve the organisation’s reputation.
- Recognise the value of cleaning workers.
- Provide career development opportunities.
About the author:
Allen P. Rathey, director of the Indoor Health Council (IHC), is an educator who specialises in healthy facilities.
Photo by Centre for Ageing Better on Unsplash.