Choose to Trim or Train

Episode 106

Trim or Train: How I Decide Who Stays, Who Grows, and Who Goes

In the cleaning industry, the question isn’t whether people can push a mop. It’s whether they can follow a system that protects health and delivers consistent results. That’s why “trim or train” is such a critical decision for every owner and manager. Here’s how I approach it after decades in the field. This is also why training isn’t a “nice-to-have” option. It’s a necessity for business survival and growth. In my experience, effective front-line commercial cleaner training is operational risk management.

Assume nothing about Employee Skills

I don’t care if someone has 20 years of experience. I did too before I sat for my first certification and realized how much I’d been doing wrong. Habits are not the same as standards. When working with owners and consulting clients we start by throwing assumptions away. Having new recruits in your business injects energy. But when new team members start, I treat them as if they’ve never been trained the right way. That has saved me so many headaches, that I share it with my coaching clients.

Trim or Train with Intent

We lay out the process, the “why” behind it, and the consequences of shortcuts. In our world, process is a prescription. If we do our job correctly, people don’t get sick. If we skip steps, use the wrong chemical, or reverse the order of tasks, it can be a problem. Poor process and cleaning technique can increase the risk of cross-contamination and illness.

Training must be structured and visible

We use a certified, ISSA-aligned program. Our training processes standardize what “good” looks like and reduces variability. That adds cost. If that sounds like a problem, remember that it also

• Reduces rework
• Client complaints
• Liability exposure, and
• Employee churn

The “race to zero” on price is why many companies skip training. It’s also why they struggle to keep accounts. You can’t under-bid, under-train, AND expect over-performance.

Make training accessible

Not everyone learns best from a written SOP. We incorporate:

• Color-coding chemicals and microfiber to prevent cross-use
• Visual cue cards and step-by-step photos
• Short process videos or app-based guides for on-the-job refreshers
• Clear sequencing: step A before B, every time

This isn’t dumbing down—it’s designing for reality. People get tired. Language proficiency varies. Visual systems help anyone recover when they hit a blank moment.

Observe up close

You cannot manage quality from afar. You learn who to train and who to trim by being in the building, watching, and asking questions. I know that means another translates to another demand on your time. Trust me that this short-term commitment will help you avoid a future service nightmare. Are they trying to follow the process and just forgetting a step? Or are they ignoring it and reverting to old habits? Effort and openness are nonnegotiable. Mistakes are fixable. Indifference us unacceptable.

Hire for attitude over experience

Because your clients’ needs change daily, it helps to foster a cleaning team that’s flexible. The best team members are curious, coachable, and willing to adapt. Being “set in their ways” is not about age—it’s about mindset. I’ve trained teenagers and 60-year-olds who embraced standards and excelled. I’ve also met seasoned pros who wouldn’t budge. You already know which one you want.

Choosing When to Trim

If someone resists the system, dismisses feedback, or repeatedly breaks sequence despite coaching, trim fast. Keeping an inflexible cleaner is more expensive than replacing them: you pay in callbacks, complaints, health risks, and lost trust. Conversely, when you see genuine effort and growth, double down—coach, reinforce, and recognize progress.

Train first. Trim when necessary. And build your operation around a repeatable, teachable process. Tools and time don’t deliver outcomes. Trained people do. And when you want a professional trainer, contact me here.

 

This Week’s Podcast transcript can be downloaded here for free.