Accountability Starts with People, Not Process

Episode 115

Truth From the Field About Accountability

In our industry, accountability starts with people. I understand how easy it is to “fall in love” with processes, software, and the latest gadget. Each promises to make everything smooth. I’m a fan of good systems. But let me be crystal clear. In a labor-driven business like janitorial, accountability starts with people, not process.

Yes, we’re seeing more robotics and automation. Auto-vacs can cover main corridors beautifully. But details matter to your customers. These robots cannot (yet) perform the tasks of cleaning under desks, into alcoves, or along edges. They don’t spot a toilet ring or notice when the chemical solution is puddled in the bowl. That happens when your front-line cleaner didn’t use a swab (again). That’s human accountability. And it’s the difference between “checked the box” and “job well done.”

Checking the Boxes is NOT Accountability

Whether your cleaning company uses paper forms or digital. I’ve seen nearly every version of “we did it” proof—paper checklists, fancy apps, GPS time stamps. Every one of them can be faked. What can’t be faked is an honest inspection and a culture that rewards integrity. When an inspector pops a stall door and sees build-up or missed trash, the truth is right there. If the person didn’t follow the process, the process doesn’t matter.

Troubleshooting for Accountability

Owners often spend their days troubleshooting. Following up to ensure front line cleaners and managers show up. When the customer complains, the owner may check to see if the equipment failed. Did we miss the mark on training? It starts as simply as arrival. A shift that starts at 7:00 doesn’t mean the cleaner should arrive at 7:00. It means you’re ready to clean at 7:00. In buildings with access controls, timing isn’t negotiable. Show up late, and you might be locked out. And that mistake puts a dent in your reputation. It affects both the company and the employee.

Accountability and Generations

Respectfully, generational norms matter, but standards matter more. I grew up in a world where 15 minutes early was considered on time. And if that’s what you want from your team, set those expectations upfront. Then live them as an example. If a supervisor is supposed to meet a new hire at the door at 7:00, the supervisor should be there, early. You model what you want repeated. People don’t rise to what you request. They rise to what you consistently model and reinforce.

Accountability Starts with Your Culture

Your company culture is on display from day one. When a candidate applies, do you respond when you say you will? If you promise a callback within 24 hours, make it 24—not 24 and 15 minutes. You’re teaching people how your company keeps its word. During onboarding, have the handbook ready, expectations clear, uniform issued, and tools explained. Don’t wing. Many owners I’ve worked with THINK they’re better when they don’t practice. Once tested on it, nearly everyone falls short. When leaders rely on systems themselves, employees see that accountability is reciprocal.

Accountability and Training

In my training sessions, we run on a tight schedule. If someone arrives 10 minutes late and asks for a rehash, I’ll say, “No. But you can give up a break to catch up.” They rarely come late again. Not because I’m harsh, but because the standard is predictable, fair, and enforced.

Owners, this starts with you. If you hold yourself accountable to your coach, to your timeline, to your customers, your managers and frontline cleaners will follow. Accountability increases trust. Trust increases retention. Retention increases profitability. It’s a straight line.

Accountability and Growth

If you own a cleaning company and you’re ready to build a culture where people own the process instead of hiding behind it, let’s work together. I coach owners to set standards, tighten onboarding, elevate inspections, and drive retention. Reach out to explore a coaching engagement tailored to your operation.

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