Choosing the right commercial cleaning company can make the difference between a spotless workplace and endless frustration. Before signing any contract, ask these seven essential questions to ensure you’re hiring a reliable, professional provider that meets your business needs.

Why These Questions Matter

Hiring a commercial cleaning company means giving strangers access to your business after hours. The wrong choice can result in:

• Security risks: Theft, data breaches, or property damage
• Inconsistent quality: Unreliable service that frustrates employees
• Hidden costs: Surprise charges not disclosed upfront
• Liability exposure: Inadequate insurance leaving you responsible
• Contract traps: Difficult or expensive to terminate poor service

Taking time to ask the right questions protects your business and ensures you get the service you’re paying for.

Question 1: Are You Properly Insured and Bonded?

Why it matters: Without proper insurance, you could be liable for injuries, damages, or theft that occur during cleaning.

What to Ask For

• General liability insurance: Minimum $2 million coverage
• Workers’ compensation (WSIB in Ontario): Covers injuries to cleaning staff
• Bonding: Protection against employee theft
• Certificate of insurance: Written proof with your business listed

What Good Answers Look Like

A reputable company will readily provide:

• Current insurance certificates within 24-48 hours
• Proof of active WSIB/workers’ comp coverage
• Clear explanation of what their bonding covers
• Willingness to add you as additional insured if needed

Red Flags

• Hesitation or delays in providing documentation
• Claims of being “self-insured”
• Insurance with very low coverage limits
• Expired or soon-to-expire policies

Question 2: What Background Checks Do You Perform?

Why it matters: Cleaning staff have unsupervised access to your facility, often with keys and alarm codes.

What to Ask About

• Criminal background checks: How thorough? How recent?
• Reference verification: Do they confirm employment history?
• Drug screening: Is it part of the hiring process?
• Ongoing monitoring: Are checks repeated periodically?

What Good Answers Look Like

• Clear background check policy explained in writing
• Criminal record checks within last 12 months
• Reference verification from previous employers
• Willingness to share their screening process details

Consider Your Industry

Some businesses require additional screening:

• Healthcare: Vulnerable sector checks
• Financial services: Credit checks
• Government: Security clearances
• Technology: Enhanced background verification

Question 3: What’s Included in Your Standard Service?

Why it matters: Vague service descriptions lead to misunderstandings and unexpected charges.

Get Specifics On

• Included tasks: Exactly what will be cleaned each visit
• Frequency details: What happens daily vs weekly vs monthly
• Supplies included: Who provides cleaning products and restroom supplies
• Equipment provided: What equipment does the company bring
• Add-on costs: What services are extra and how much

Request a Detailed Scope of Work

A professional commercial cleaning company should provide a written scope including:

Area	Daily Tasks	Weekly Tasks	Monthly Tasks
Offices	Trash, vacuum, wipe	Dust high surfaces	Deep clean
Restrooms	Full clean, restock	Deep sanitise	Grout cleaning
Kitchen	Counters, sink, trash	Appliance exterior	Fridge cleanout
Floors	Vacuum/mop	Spot treatment	Buff/polish

Common “Not Included” Items

• Window cleaning (interior or exterior)
• Carpet shampooing/deep cleaning
• Floor stripping and waxing
• High dusting above 3 metres
• Specialty cleaning (server rooms, labs)

Question 4: How Do You Handle Quality Control?

Why it matters: Without oversight, cleaning quality degrades over time.

Ask About Their Process

• Supervision: How often do managers inspect work?
• Checklists: Do cleaners follow documented procedures?
• Inspections: Are there regular quality audits?
• Communication: How will you be kept informed?

What Good Answers Look Like

• Regular supervisor site visits (weekly or bi-weekly)
• Documented cleaning checklists signed after each visit
• Quality scoring system with measurable standards
• Designated account manager as your point of contact
• Technology like photos or apps to verify completion

Questions About Training

• What training do cleaners receive?
• Are they trained on specific equipment and chemicals?
• Do they receive ongoing skill development?
• Are they WHMIS certified (required in Canada)?

Question 5: What Products and Equipment Do You Use?

Why it matters: Product choices affect cleaning quality, safety, and environmental impact.

Key Questions

• Disinfectants: Are they Health Canada DIN-registered?
• Eco-friendly options: Can they use green products if preferred?
• Allergies/sensitivities: Can they accommodate fragrance-free needs?
• Equipment quality: Commercial-grade or consumer-level?

Product Considerations

Product Type	What to Look For
Disinfectants	Health Canada DIN registration for claimed efficacy
All-purpose cleaners	Appropriate for your surface types
Floor products	Correct for your flooring (hardwood, tile, carpet)
Green products	EcoLogo or Green Seal certification

Equipment Quality Indicators

• HEPA filtration: Essential for quality vacuuming
• Commercial-grade machines: More powerful, more durable
• Colour-coded supplies: Prevents cross-contamination
• Microfibre technology: Better cleaning, less chemicals

Question 6: How Do You Handle Problems or Complaints?

Why it matters: Issues will arise—what matters is how quickly and effectively they’re resolved.

Establish Clear Processes

• Reporting method: Phone, email, app, or online portal?
• Response time: How quickly will they acknowledge issues?
• Resolution timeline: How fast will problems be fixed?
• Escalation path: Who do you contact if issues persist?

What Good Answers Look Like

• Dedicated account manager with direct contact information
• 24-48 hour response commitment for non-emergencies
• Same-day or next-day resolution for critical issues
• Clear escalation process to management
• Regular check-ins to catch issues proactively

Service Level Agreements (SLAs)

Ask if they offer SLAs that guarantee:

• Response times for complaints
• Remediation timelines
• Credits or refunds for missed services
• Performance metrics and reporting

Question 7: Can You Provide References?

Why it matters: Past performance is the best predictor of future service quality.

What to Request

• 3-5 current clients with similar facilities
• At least one long-term client (2+ years)
• References in your industry if possible
• Permission to contact references directly

Questions to Ask References

• How long have you used this company?
• Has quality remained consistent over time?
• How do they handle problems when they arise?
• Have there been any security or trust issues?
• Would you recommend them? Why or why not?
• What could they do better?

Beyond References

• Online reviews: Check Google, Facebook, and industry sites
• Better Business Bureau: Look for complaints and ratings
• Industry associations: BSCAI, ISSA membership indicates professionalism
• Years in business: Longevity suggests reliability

Red Flags When Hiring a Commercial Cleaning Company

Pricing Red Flags

• Significantly lower quotes: May indicate cutting corners
• No written estimates: Opens door to surprise charges
• Pressure to sign immediately: Legitimate companies allow time
• Unclear pricing structure: Should be easy to understand

Communication Red Flags

• Hard to reach: Slow responses before signing indicate worse after
• Vague answers: Professional companies explain things clearly
• No physical address: May indicate fly-by-night operation
• Unprofessional presentation: Reflects on service quality

Documentation Red Flags

• Reluctance to provide insurance: May not have adequate coverage
• No written contracts: Protects neither party
• Missing WSIB clearance: Required in Ontario for businesses
• No detailed scope of work: Leads to misunderstandings

Commercial Cleaning Company Hiring Checklist

Use this checklist when evaluating providers:

Documentation

• ☐ General liability insurance certificate ($2M+)
• ☐ Workers’ compensation/WSIB clearance
• ☐ Bonding documentation
• ☐ Business licence
• ☐ Written scope of work

Policies and Procedures

• ☐ Background check policy explained
• ☐ Training programme described
• ☐ Quality control process documented
• ☐ Complaint resolution procedure clear

References and Reputation

• ☐ 3+ references provided
• ☐ References contacted and positive
• ☐ Online reviews checked
• ☐ BBB rating verified

Contract Terms

• ☐ Pricing clearly stated
• ☐ Service frequency defined
• ☐ Termination clause reasonable
• ☐ Price increase terms specified

Frequently Asked Questions

How many quotes should I get before hiring?

Get 3-5 quotes to understand market rates and compare service offerings. Be wary of the lowest and highest—the lowest may cut corners, while the highest may not offer proportional value. Focus on the middle range and evaluate quality indicators.

Should I choose the cheapest commercial cleaning company?

Rarely. The cheapest quote often means fewer staff hours, lower-paid workers, inferior products, or reduced supervision. Calculate cost per square foot and compare what’s included. A slightly higher price with better quality and reliability usually delivers better value.

How long should a commercial cleaning contract be?

Start with a 3-6 month trial period if possible. Once satisfied, 12-month contracts offer the best balance of pricing and flexibility. Avoid multi-year contracts until you’ve verified consistent quality. Always ensure reasonable termination clauses.

What should I do if I’m unhappy with my cleaning service?

Document specific issues with photos and dates. Report problems promptly through the established channel. Give the company reasonable time to correct issues (2-3 attempts). If problems persist, escalate to management. Review your contract for termination options if resolution fails.

Do I need a different company for different services?

Not necessarily. Many commercial cleaning companies offer comprehensive services including regular cleaning, deep cleaning, carpet care, and window washing. Using one provider for multiple services often provides better pricing and accountability.

Conclusion

Choosing the right commercial cleaning company requires due diligence, but the effort protects your business and ensures quality service. By asking these seven essential questions—about insurance, background checks, service scope, quality control, products, problem resolution, and references—you’ll identify reliable providers and avoid costly mistakes.

Don’t rush the decision. A thorough vetting process takes time but results in a cleaning partnership that keeps your workplace spotless, your employees healthy, and your business protected.

Looking for a commercial cleaning company that welcomes your questions? GoodCleaner’s commercial cleaning services provide transparent answers and documented processes. Contact us today for a detailed quote!