Today’s commercial cleaning industry, like so many others, is experiencing a shift in labour, with evolving needs, changing practices, and a focus on company culture. Studies show that as of December 2023, there were 34,000 janitorial businesses across Canada, and that’s a lot of employment positions to fill, but recent research confirms that 61 per cent of contractors identify staffing as a significant risk to achieving growth goals in 2024.
As business owners work to find prospects, manage turnover, increase retention, and entice a new crop of candidates, setting themselves apart from the competition may make or break their staffing success. Though many cleaning companies typically experience high levels of turnover, some businesses have managed to create a community where employees feel included, valued, and supported.
“We are hyper-focused on positive company culture and that’s where other employers need to focus, too,” says Shafiq Mohamed, owner of Stratus Building Solutions of Hamilton. “It’s about building relationships at all levels, starting from the top down.”
After working in the restaurant business for 30 years, Shafiq made the decision to get into the commercial cleaning industry about 10 years ago. He began his journey at Stratus six years ago, taking on a territory that includes Burlington, Hamilton, Niagara, Brantford, Kitchener, Cambridge, and Guelph.
As one of the 13 Master Franchisees for Stratus Building Solutions in Canada (77 in North America) and with 117 franchises under his responsibility, Shafiq has a unique perspective on labour and commercial cleaning as part of a company experiencing growth.
We connected with Shafiq to talk about the current state of the cleaning industry, the importance of company culture, and what the future holds for staffing commercial cleaners.
This interview has been edited for length and clarity.
What do you think draws candidates to commercial cleaning?
There are many factors that might appeal to potential cleaners. If someone is looking to build a business and create a legacy, investing in a franchise may be the opportunity they need to prosper. It can also offer a solution for people looking to increase their income, because it’s something they can do at night if that’s what they want, without interfering with a day job. It’s not cheap to live in Canada, especially for a newcomer, so there’s an opportunity to get ahead with a secondary income for people looking for that.
Also, in today’s day and age, when mental health is more commonly talked about, night work means that someone can get the job done without a hectic schedule and social interaction if that’s what they need. These are all benefits that cleaners can enjoy.
How have employee expectations shifted for commercial cleaning companies?
The pandemic really shone a light on the value that commercial cleaners bring to business, and the fact that it’s not just about cleanliness, but it’s also about safety. Those facts emphasized the value of cleaners for the whole industry. Pre-pandemic, many people were scared to get fired if they gave negative feedback to their employer, but now many people are making it known that company culture is important, and it matters to employees. It’s not that people don’t want to work, it’s that they don’t want to work in the same way that they have been in past years.
There are lots of businesses out there that have had no trouble finding and keeping employees because they’ve built such a strong culture. Right now, I have a list of people wanting to become franchisees and that’s because we have built a reputation for a positive community.
What steps have you taken to create this positive culture?
If the culture is built and people enjoy where they work, it’s a win-win. Management style is important. For example, the old ways, where some managers led by fear just aren’t feasible anymore. This is what I call “seagull management,” where managers swoop down on an employee, bother them, and then fly back out. This type of management doesn’t address what people want from their employers and there’s so much choice out there for candidates that management needs to change to reflect positive company culture.
We want to get to know our teams, so we meet with our franchisees quarterly, have regular phone conversations, and celebrate their milestones. We don’t want it to just be a paycheck, we want a community. We support our teams by keeping the promises we make. When someone signs on as a franchisee, we guarantee them clients and they know they are supported.
This approach helps our business grow, too. Referrals are an important part of our success and if we don’t make it our mission to provide a positive company culture – and promote that culture – we lose out on potential top team members who can help us to provide excellent service.
What advice would you give to other commercial cleaning companies looking to do the same?
Use any tools that you can to make your company a great place to work. For example, today’s technology affords companies the opportunity to find a better balance for their employees. Technology is sometimes misunderstood; rather than replacing employees, investing in certain technology can help better allocate labour, which cuts down on costs and allows employees to focus on other tasks. This can help fill in gaps, relieving overworked positions and reallocating your labour more efficiently.
Retention and company culture are about making people feel recognized and supported. The solitary nature of commercial cleaning means that you have to try even harder to engage with your teams and get to know them to create that culture. We will often stop by where cleaners are working and visit, show them we are thinking of them, and recognize their efforts with a gift card or just a coffee. That quality time is important for staff. It’s simple really: treat your people right and they will do their best for you.