Questions to Ask a Cleaning Service Provider

Why It Helps to Know the Right Questions to Ask Your Cleaning Service Provider

Inconsistent service is all too common with commercial cleaners, but many problems are preventable with a better vetting process. The truth is, most companies present well on the surface. It’s only after you sign the contract that you realize what’s missing.

That’s why asking the right questions upfront matters. It protects your team, your budget, and your reputation by helping you spot whether a provider actually operates how they promise. Having good questions to ask your cleaning service provider reveals how they work behind the scenes, not just what they say in a proposal.

Smart vetting helps you:

Clarify scope and expectations: Know exactly what’s included so nothing falls through the cracks.
Spot potential red flags early: Vague answers, hesitation, or overpromising often point to deeper issues.
Compare providers fairly: A shared set of questions gives you a side-by-side understanding of what each company brings to the table.
Avoid costly mismatches: Cleaning and disinfection impacts everything from health to morale—the wrong fit can ripple across your whole operation.
Feel confident in your decision: The right partner should welcome transparency, not avoid it.

Before you commit to any janitorial services, take the time to ask thoughtful, strategic questions. You’ll gain more than just answers—you’ll gain clarity, control, and confidence in your decision.

Questions to Ask a Cleaning Service Before You Sign

Choosing a commercial cleaning company is about aligning with a team that will consistently show up, do the job right, and adapt to your needs. These seven questions help you uncover how a company actually operates, beyond surface-level promises.

#1: What’s included in your standard office cleaning package?

This is one of the most important questions to ask a cleaning service, and it’s one that too many office managers skip. Without clear expectations around scope, you risk paying for less than you assumed or feeling disappointed when certain areas are neglected.

A reputable provider should be able to outline exactly what’s included in their standard office cleaning package. This usually covers daily or weekly essentials like trash removal, dusting, restroom sanitation, floor care, and breakroom wipe-downs. Look for professional cleaning providers who offer checklists to ensure consistency and accountability from visit to visit.

In a strong answer, you might hear:

“We tailor our scope slightly depending on the type of office, but here’s what you can expect on every visit.”
“We always walk the space first to identify needs before finalizing your plan.”

On the other hand, beware of vague responses like “We do general cleaning” or “It depends on the building.” If a provider can’t clearly define what’s included, you won’t be able to measure their performance—or hold them accountable when things are missed.

Looking for more insight into office cleaning? Read our guide to learn what’s included in professional office cleaning services and set clear expectations before you hire.

#2: How do you screen, train, and retain your cleaning staff?

Cleaning quality starts with the people doing the work. If a company can’t explain how they hire, train, and retain their staff, you risk inconsistent service and unprofessional behavior.

A trustworthy commercial cleaning services provider should have a clear hiring process that includes background checks, interviews, and reference verification. Once hired, staff should go through documented training that covers safety protocols, cleaning solutions, client communication, and equipment use.

A strong provider might say:

“All team members go through background checks and safety training before setting foot in a client’s space.”
“We don’t subcontract—our employees are trained in-house and incentivized to stay long-term.”

Be cautious if a company avoids the topic, relies on temp agencies, or shrugs off turnover as “normal in the industry.” High employee churn often leads to lower quality, rushed work, and a lack of accountability.

#3: How do you ensure quality control on every visit?

Even a well-trained team needs oversight. Quality control is what separates a decent cleaning company from a great one. Without a process in place, small tasks get skipped, and standards begin to slip.

Look for systems that ensure every job meets expectations: checklists, onsite supervisors, routine inspections, and follow-up calls are all signs that a company takes consistency seriously. Time-tracking, photo verification, and client feedback tools can also be part of the process.

Good signs include:

“Our supervisors perform regular walkthroughs and spot checks.”
“You’ll have a dedicated account manager to follow up on any concerns.”

If a company doesn’t have an answer—or says “we just train our people well”—that’s a red flag. Good processes protect both the client and the cleaning team by making expectations visible.

#4: What types of businesses or industries do you specialize in?

Not all cleaning needs are the same. Asking about industry experience ensures the provider understands the unique standards, traffic patterns, and compliance concerns relevant to your environment. If you need specialized janitorial services, it’s worth finding a company that already serves similar clients.

A great answer might include:

“We specialize in office cleaning and currently work with tech firms, law offices, and medical groups.”
“We tailor our checklists based on business type and floorplan.”

If the provider tries to be everything to everyone, you may be looking at a generalist without the depth to serve your specific needs.

#5: Can you provide references or case studies?

Anyone can promise quality, but proof builds trust. Asking for references or case studies gives you a chance to see how the company performs in real-world situations.

A strong company will be proud to share client stories, testimonials, or even connect you with a reference. They might have case studies that show how they improved cleanliness scores, streamlined cleaning processes, or helped a client recover from a previous bad experience.

A confident provider might say:

“We have case studies that show before-and-after results for office spaces just like yours.”
“Feel free to contact this client, they’ve given us permission to provide their name.”

If a company dodges the request or says they “can’t share client info,” it’s a sign they may lack long-term relationships—or satisfied clients.

#6: How flexible are your cleaning schedules and service plans?

Your business doesn’t operate like every other company, so your cleaning plan shouldn’t either. A one-size-fits-all approach might leave you overpaying for services you don’t need, or missing critical tasks that aren’t included.

A responsive cleaning company should say:

“We build your plan around your schedule, not the other way around.”
“We don’t lock you into long-term contracts without flexibility.”

If a provider has rigid policies, limited availability, or wants to dictate terms without listening to your needs, they may not be a good long-term partner.

#7: What happens if we have an issue or emergency?

No matter how thorough the plan, issues come up. How a company responds in those moments tells you everything about their professionalism. You want to know who to contact, how quickly they’ll respond, and what kind of resolution process is in place.

A great provider might offer reassurance like:

“We have 24/7 support for urgent issues, and same-day resolutions for routine concerns.”
“Your account manager is always just a call or text away.”

Avoid companies that don’t have a clear answer here—or worse, that seem defensive about the idea of being held accountable.

Hire Better With BCI Janitorial

At BCI Janitorial, we believe a great cleaning partnership starts with clear answers and honest communication—not fine print or vague promises. Whether you’re rethinking your current provider or hiring for the first time, we’re ready to make cleaning the easiest part of your operations. Let’s talk about what matters most to your workplace, and how we can help.