ISSA senior director Dr Gavin Macgregor-Skinner and Connoisseur Cleaning owner Mike Pailliotet explored what cleanliness truly means, from both the technician’s and the client’s perspective, in a recent ISSA Media episode of ‘Unscripted’.
Macgregor-Skinner opened the discussion by rejecting the long-held notion that cleanliness is subjective. “Clean is not just about what looks good,” he says. “It’s measurable. It has to be because we’re spending real money on labour, tools, equipment and products. We need to know we’re getting results.”
Drawing on his work in large-scale facilities through ISSA’s Making Safer Choices program, Macgregor-Skinner emphasised that the definition of clean must reflect the critical function of each space – whether it’s a school, a hospital or an international airport. He challenged cleaning professionals to move past surface-level standards and use tools like ATP meters, moisture detectors and air quality monitors to determine whether a space is genuinely safe and healthy.
The homeowner’s perspective
While Macgregor-Skinner takes a science-first approach, Pailliotet offers a boots-on-the-ground view shaped by 40 years of residential cleaning experience. “For homeowners, clean is mostly visual and maybe odour,” he explains. “They don’t think about bacterial counts or what their vacuum leaves behind. If it looks good, it is good.”
“Clean is not just about what looks good. “It’s measurable.”
-Macgregor-skinner
Still, Pailliotet stresses that visual expectations vary based on the customer’s mindset. Some clients clean because guests are coming over. Others stick to seasonal routines. Very few, however, ask about health-based outcomes like allergen removal or microbial reduction. “It’s rare that someone wants proof we reduced germs,” he says.
Building trust, not just cleaning
For Pailliotet, establishing trust is often more important than the cleaning itself. “If you don’t build that connection on the first visit, you’re just one more failed cleaner,” he says. “But if you do, the next time you’re in and out while they’re at work, the cheque will be under the mat.”
He urges new cleaners to spend extra time with clients upfront, walking them through what to expect, asking about problem areas and offering education when appropriate. That first impression can make the difference between a one-time job and a loyal, referring customer base.
Making the invisible visible
To help clients understand what’s lurking in their homes or facilities, Macgregor-Skinner shares a story from a school that was experiencing a spike in student absenteeism. The administration blamed the spring season, assuming pollen and flu were to blame. However, when students were given professional inspection tools as part of a science project, they discovered a hidden moisture issue behind a classroom wall. Lab results confirmed mould was present. Once the administration brought in professionals to remediate the problem, absenteeism dropped.
What’s the lesson?
Contaminants are often invisible and ignored. “We need to talk about bioaerosols, VOCs, allergens and chemical residues,” Macgregor-Skinner says. “And we need to relate it to health. If people don’t feel good in a space, there’s probably a reason.”
Skimming the surface versus deep cleaning
Pailliotet, known for his candour, challenged some industry norms about over-cleaning. “Too many of us try to do heroic jobs, going over a carpet 10 times with rotary extractors. All that does is overwet the carpet and create odour and bacteria,” he says. “Sometimes you just need to skim the surface and make it look better without going too deep.”
“Too many of us try to do heroic jobs, going over a carpet 10 times with rotary extractors. All that does is overwet the carpet and create odour and bacteria.”
-Pailliotet
He argued that many jobs involve long-neglected carpet that is too far gone for a full recovery. Instead of trying to restore them to like-new conditions, Pailliotet recommended cleaning for appearance and health without over-promising results. “We’re not doing anyone any favours by making carpet take six days to dry,” he added.
Watch the ‘Unscripted’ discussion on ISSA Media. This article first appeared in Cleanfax
