What Are the Top Questions to Ask Before Hiring a Cleaning Service?

Selecting the right commercial cleaning service is a decision that impacts every aspect of your business—from the health and productivity of your staff to the impression made on clients and visitors. 

As New Zealand’s trusted cleaning experts since 1993, we understand that this choice requires careful consideration beyond simply comparing price quotes.

The difference between an adequate cleaning service and an exceptional one lies in the details. 

Asking the right questions before signing a contract can save your organisation time, money, and considerable frustration.

 A thorough vetting process helps ensure you partner with professionals who understand your specific needs and consistently deliver excellence.

In this comprehensive guide, we’ll walk you through the essential questions every business should ask when evaluating potential cleaning services. 

Our expertise, built on three decades of delivering professional cleaning solutions across New Zealand, has shown us exactly what separates reliable, quality-focused cleaning companies from those that simply promise but underdeliver.

Whether you’re seeking a cleaning service for the first time or considering a change from your current provider, these questions will equip you with the knowledge to make a confident, informed decision that protects your investment and ensures your space receives the expert care it deserves.

Essential Questions About Company Background and Experience

When selecting a commercial cleaning service for your organisation, the company’s background serves as a foundation for the quality and reliability you can expect. 

An established cleaning service with a proven track record in New Zealand offers more than just experience—it demonstrates stability, adaptability, and a commitment to excellence that newer companies may still be developing.

How long has your cleaning company been operating in New Zealand?

Longevity in the cleaning industry speaks volumes about a company’s ability to consistently deliver quality services. 

According to the New Zealand Ministry of Business, Innovation and Employment, service businesses that survive beyond the 10-year mark demonstrate significantly higher reliability and customer satisfaction rates than newer establishments.

When you ask this question, listen for:

• Specific details about their establishment date, not vague statements
• How their experience has shaped their approach to commercial cleaning
• Examples of how they’ve evolved their services to meet changing industry standards
• References to their understanding of New Zealand-specific cleaning requirements and regulations

A company that has weathered economic fluctuations while maintaining quality service demonstrates resilience and commitment to their craft. 

At Busy Bees, our operations since 1993 have given us invaluable insights into the unique cleaning challenges faced by New Zealand businesses across various industries.

What types of commercial properties do you specialise in cleaning?

The cleaning requirements for a medical facility differ substantially from those of a retail space or corporate office. 

A professional cleaning company should have specialised expertise relevant to your industry.

When discussing specialisations, quality providers will:

• Outline their experience in your specific sector without prompting
• Explain the unique cleaning protocols they implement for different facility types
• Demonstrate knowledge of industry-specific compliance requirements
• Provide examples of similar properties they currently service

Look for cleaning providers who tailor their approach rather than offering identical services across all commercial environments. 

Industry specialisation indicates a deeper understanding of your unique needs and challenges.

Can you provide references from similar businesses in my area?

A reputable cleaning company will readily provide references from businesses similar to yours, particularly from your local area. 

According to the New Zealand Cleaning Industry Association, 87% of businesses consider local references the most important factor when selecting a new cleaning service provider.

When requesting references:

• Ask specifically for businesses in your industry and location
• Request contacts that have used their services for at least one year
• Inquire about references who have faced and resolved service challenges
• Look for references that cover both routine maintenance and special cleaning projects

When speaking with references, ask pointed questions about consistency, problem-solving capabilities, and communication. 

Pay attention to how the cleaning company responds when service adjustments are needed—this often reveals more about their professionalism than when everything goes according to plan.

Be wary if a company is hesitant to provide specific references or offers only vague testimonials. 

Quality service providers maintain strong relationships with their clients and will happily connect you with satisfied customers who can verify their expertise and reliability.

Thorough vetting of a cleaning company’s background and experience forms the foundation of a successful service relationship. 

By asking these essential questions, you’ll gain valuable insights that go beyond marketing claims, helping you identify a cleaning partner worthy of your trust and investment.

Critical Questions About Cleaning Processes and Standards

Understanding a cleaning company’s processes and standards provides crucial insight into the quality and consistency of service you can expect. 

Professional cleaning is more than just appearances—it’s about creating healthier environments through systematic, proven approaches. 

These questions will help you evaluate the technical expertise behind a cleaning service’s operations.

What cleaning products and equipment do you use?

The products and equipment a cleaning company utilises directly impact cleaning effectiveness, workplace health, and environmental responsibility. 

According to Environmental Choice New Zealand, businesses using certified eco-friendly cleaning products report 18% fewer workplace respiratory complaints than those using conventional chemical cleaners.

When discussing products and equipment, listen for:

• Specific product names and their purposes rather than generic descriptions
• Mention of environmentally responsible cleaning solutions
• Evidence of investment in modern, efficient cleaning technology
• Clear protocols for different surfaces and environments
• Training procedures for proper equipment operation and maintenance

Professional cleaning companies should maintain a balance between effective cleaning power and environmental responsibility. 

Their equipment should be well-maintained, regularly serviced, and appropriate for your specific facility needs.

Ask how they select products for different environments and whether they can accommodate specific requirements, such as fragrance-free environments or facilities with particular sensitivities. 

Quality providers will have thoughtful answers ready, demonstrating their technical knowledge and attention to detail.

What cleaning standards and certifications does your company follow?

Industry standards and certifications provide objective benchmarks for cleaning quality and operational excellence. 

The New Zealand Qualifications Authority (NZQA) offers specific qualifications for cleaning professionals that demonstrate commitment to quality and proper training.

When evaluating standards and certifications, look for:

• Adherence to WorkSafe NZ guidelines for cleaning operations
• Staff training certifications from recognised industry bodies
• Quality management systems such as ISO 9001
• Environmental certifications like Environmental Choice New Zealand
• Specialised certifications for particular environments (healthcare, food service, etc.)
• Membership in professional organisations like Building Service Contractors of New Zealand

These credentials reflect a company’s commitment to professional development, safety, and quality assurance. 

They also indicate that the company remains current with industry best practices and regulatory requirements.

Request specific information about how these standards are implemented in daily operations. 

Superior cleaning companies will gladly explain how their certifications translate into tangible benefits for your premises.

How do you handle special cleaning requirements or challenges?

Every facility presents unique cleaning challenges. The ability to adapt and problem-solve is a hallmark of experienced cleaning professionals. 

Whether it’s high-traffic areas, sensitive equipment, or specialised surfaces, your cleaning service should have established protocols for addressing these challenges effectively.

Quality cleaning companies will:

• Ask detailed questions about your facility’s specific requirements
• Explain their approach to common industry-specific challenges
• Provide examples of similar challenges they’ve successfully addressed
• Outline their process for developing custom solutions when needed
• Discuss their quality control measures for special cleaning tasks

For instance, healthcare facilities require specialised disinfection protocols, while historical buildings need gentle cleaning approaches that preserve delicate surfaces. 

Retail environments need cleaning solutions that accommodate customer hours, and food production facilities must meet strict hygiene regulations.

Request specific examples of how they’ve handled unusual cleaning challenges in facilities similar to yours. 

Their response will reveal much about their problem-solving capabilities and depth of experience.

A cleaning company’s processes and standards form the backbone of their service quality. By thoroughly exploring these areas during your evaluation, you’ll gain valuable insights into whether a provider can deliver the level of cleanliness and professionalism your organisation requires. 

Important Questions About Staffing and Personnel

The quality of a cleaning service ultimately depends on the people performing the work. Behind every spotless office and sanitised surface are trained professionals whose skills, reliability, and attention to detail make all the difference. 

Asking targeted questions about staffing practices provides valuable insight into how consistently a cleaning company will meet your expectations.

How do you screen and train your cleaning staff?

Staff screening and training processes directly correlate with service quality, security, and consistency.

 According to ServiceIQ, the industry training organisation for New Zealand’s service sector, properly trained cleaning staff are 42% more efficient and deliver significantly higher quality outcomes than untrained personnel.

When discussing staff screening and training, quality providers will outline:

• Comprehensive background checks and verification procedures
• Police vetting processes to ensure security compliance
• Structured training programmes covering cleaning techniques and protocols
• Safety training and hazardous materials handling certification
• Ongoing professional development and skills refresher courses
• Specific training for different facility types and specialised environments

Listen carefully for details about their onboarding process. Professional cleaning companies invest significantly in initial training before sending staff to client sites. 

They should be able to explain how new employees are monitored and evaluated before being assigned independent responsibilities.

Staff retention rates also offer important insights. Companies with low turnover typically provide better service continuity and have more experienced cleaners.

 Ask about their average staff tenure—higher retention often indicates fair treatment, good management, and professional pride among the cleaning team.

Will the same cleaners service our premises regularly?

Consistency in cleaning personnel provides numerous benefits to your organisation. Regular cleaners develop familiarity with your facility’s specific requirements, notice when something needs attention, and build a sense of responsibility for maintaining your space.

When discussing staff consistency, inquire about:

• Their policy on assigning dedicated cleaning teams to specific clients
• How they manage staff schedules to ensure consistency
• Communication procedures between regular cleaners and your organisation
• Documentation systems for tracking cleaning tasks and special requirements
• Processes for communicating specific cleaning needs to assigned personnel

Professional cleaning companies understand the value of relationship building between their staff and your organisation. 

They should have systems in place to ensure knowledge transfer when staff changes do occur, minimising disruption to service quality.

Ask how they handle staff absences and holidays. Quality providers will have robust contingency plans, including trained backup personnel who are familiar with your facility’s requirements and can maintain service standards seamlessly.

Who supervises your cleaning teams and ensures quality?

Supervision and quality control systems separate exceptional cleaning companies from merely adequate ones. 

A structured approach to oversight ensures consistent performance and timely identification of any areas needing improvement.

Effective supervision and quality control include:

• Regular site inspections by dedicated quality managers
• Documented quality assurance procedures and checklists
• Clear reporting hierarchies and accountability structures
• Formal processes for addressing quality concerns
• Technology solutions for monitoring cleaning task completion
• Regular client satisfaction check-ins and feedback mechanisms

Ask about the ratio of supervisors to cleaning staff and how frequently supervisors visit client sites. 

The New Zealand Cleaning Industry Association recommends at least monthly quality audits for commercial properties, with more frequent checks for specialised environments like healthcare facilities.

Request details about their quality measurement tools and standards. Professional companies use objective metrics to evaluate cleaning performance, not just visual inspections. 

They should be willing to share examples of their quality control documentation and explain how performance data drives continuous improvement.

The people who clean your facility represent both their company and, by extension, your organisation. 

By thoroughly vetting a cleaning company’s staffing practices, you gain valuable assurance that the individuals entrusted with your premises are professionally trained, consistently assigned, and properly supervised—essential factors in maintaining a clean, healthy, and impressive environment for your staff and visitors.

Practical Questions About Contracts and Pricing

Understanding the financial and contractual aspects of your cleaning arrangement is essential for building a transparent, mutually beneficial relationship with your service provider. 

Clear agreements prevent misunderstandings and ensure you receive exactly the services you expect at the agreed value. 

These practical questions help establish a solid business foundation with your cleaning partner.

What does your cleaning contract include and exclude?

A comprehensive cleaning contract clearly delineates exactly what services are provided and which tasks fall outside the standard scope. 

According to the Building Service Contractors of New Zealand, contract clarity is the leading factor in client satisfaction, with detailed scope documents reducing service disputes by up to 78%.

When reviewing contract inclusions and exclusions, ensure these elements are clearly addressed:

• Detailed cleaning task specifications for each area of your facility
• Frequency of different cleaning tasks (daily, weekly, monthly)
• Special periodic services such as carpet cleaning or floor maintenance
• Responsibilities for supplies (cleaning products, paper goods, bin liners)
• Provisions for emergency or unscheduled cleaning needs
• Specific exclusions or limitations to the service scope
• Procedures for requesting additional services beyond the core agreement

Professional cleaning companies provide detailed service schedules that outline exactly what tasks will be performed and when. 

This transparency ensures alignment of expectations from the beginning of your relationship.

Pay particular attention to what might be considered “extra” services. Tasks like window cleaning, refrigerator cleaning, or computer equipment dusting may or may not be included in standard agreements. 

Clarifying these details prevents surprise charges and ensures all necessary services are covered.

How is your pricing structured?

Understanding a cleaning company’s pricing approach helps you evaluate the true value of their proposal and avoid unexpected costs. 

Pricing structures vary across the industry, and each model offers different advantages depending on your facility’s needs.

Common pricing structures include:

• Fixed-fee monthly contracts: Consistent monthly billing regardless of calendar variations
• Per-visit pricing: Charges based on each cleaning session
• Square metre rates: Pricing calculated on the size of your facility
• Performance-based contracts: Payments tied to meeting specific cleanliness standards
• Hybrid models: Combining elements of different pricing approaches

When discussing pricing, professional cleaning companies will explain:

• Factors that influence their pricing calculations
• How facility type and specific requirements affect rates
• Transparency around any minimum charges or service fees
• Options for scaling services up or down as needs change
• Any volume discounts for multiple facilities or longer contracts

Ask about their approach to price adjustments over time. Quality providers will have fair, transparent policies regarding inflation adjustments, minimum wage increases, or changes in service requirements. 

These should be clearly documented in your agreement with reasonable notice periods for any changes.

Remember that the lowest quote isn’t always the best value. 

According to a 2023 industry survey by the New Zealand Cleaning Industry Association, businesses that selected cleaning services based solely on price were three times more likely to switch providers within a year than those who prioritised quality and reliability.

What happens if we’re not satisfied with the cleaning service?

Even the most professional cleaning companies occasionally miss the mark. What distinguishes excellent service providers is how they respond when things don’t go perfectly. 

Understanding their quality guarantee and complaint resolution process provides important insight into their customer service philosophy.

When discussing satisfaction guarantees, look for:

• Clear, documented procedures for raising service concerns
• Guaranteed response times for addressing complaints
• Specific remedies offered when services fall short
• Availability of emergency or same-day corrective cleaning
• Provisions for service credits when appropriate
• Escalation paths if initial responses aren’t satisfactory
• Fair termination clauses if service issues persist

Quality cleaning companies view complaints as improvement opportunities rather than accusations. 

Their response should focus on understanding your concerns, implementing immediate corrections, and making systematic improvements to prevent recurrence.

Ask about their typical resolution timeline and whether they offer any service guarantees.

 Professional companies often provide assurances like “if you’re not satisfied, we’ll re-clean the area at no additional charge” or similar commitments to your satisfaction.

Contract terms should include reasonable notice periods for termination if service issues remain unresolved. 

Typical industry standard in New Zealand is 30 days’ notice, though this may vary based on contract type and facility requirements.

By thoroughly discussing these practical aspects before signing an agreement, you establish clear expectations and build a foundation for a successful partnership with your cleaning service provider. 

A transparent approach to contracts and pricing demonstrates a cleaning company’s professionalism and commitment to client satisfaction.

Forward-Thinking Questions About Sustainability and Innovation

The cleaning industry is evolving rapidly, with significant advances in sustainability practices and technological innovation. 

Forward-thinking cleaning companies invest in these developments to deliver superior results while reducing environmental impact. 

These questions help you identify service providers who are committed to continuous improvement and responsible business practices.

What sustainable cleaning practices does your company employ?

Environmental responsibility has moved from optional to essential in professional cleaning. 

According to the New Zealand Green Building Council, businesses implementing sustainable cleaning practices can reduce their environmental footprint while creating healthier indoor environments for occupants.

When discussing sustainability, professional cleaning companies should address:

• Use of certified environmentally preferable cleaning products
• Water conservation techniques and equipment
• Energy-efficient cleaning machinery and processes
• Waste reduction strategies and recycling protocols
• Microfibre technology to reduce chemical usage
• Staff training on sustainable cleaning methods
• Chemical-free cleaning options where appropriate

Look for cleaning companies with documented sustainability policies that go beyond vague claims. 

Ask for specific examples of how their green practices benefit both your facility and the broader environment. 

The New Zealand Ecolabelling Trust reports that genuine green cleaning programs can reduce indoor air pollutants by up to 30% compared to traditional cleaning methods.

Professional cleaning companies should be able to provide information about their product selection criteria, demonstrating a thoughtful balance between cleaning efficacy and environmental responsibility. 

Their approach should align with your organisation’s own sustainability goals and commitments.

How does your company stay current with cleaning innovations?

The cleaning industry continues to evolve with new technologies, methodologies, and best practices. 

Companies that invest in ongoing learning and innovation typically deliver more effective and efficient services than those relying on outdated approaches.

When evaluating a company’s commitment to innovation, inquire about:

• Membership in professional associations and industry groups
• Staff attendance at training seminars and conferences
• Regular updates to cleaning protocols based on emerging research
• Testing and adoption of new equipment and technologies
• Knowledge of industry trends and developing standards
• Continuous improvement processes within their organisation
• Investment in staff development and certification

Ask for examples of recent innovations they’ve implemented and the benefits these changes delivered to their clients. 

Leading cleaning companies actively seek out advancements rather than simply reacting to changing customer demands or compliance requirements.

The COVID-19 pandemic accelerated innovation in the cleaning industry, particularly regarding disinfection technologies and touchpoint cleaning protocols. 

Quality service providers should be able to explain how they’ve adapted their approaches in response to new understandings about infection prevention and control.

Professional cleaning companies often partner with equipment and product manufacturers to trial new technologies, providing early access to innovative solutions. 

Ask whether they have such relationships and how they evaluate new products before implementing them in client facilities.

What technologies or methodologies might improve our cleaning results?

This forward-looking question helps identify cleaning companies that take a consultative approach rather than simply providing standard services. 

Professional companies conduct thorough assessments of your facility to recommend targeted solutions for your specific challenges.

When discussing potential improvements, quality providers will:

• Ask detailed questions about your current pain points
• Suggest specific technologies or approaches tailored to your needs
• Explain the benefits and limitations of different options
• Provide cost-benefit analysis for potential enhancements
• Discuss implementation timelines and processes
• Outline measurement methods to verify improvements
• Recommend phased approaches where appropriate

Listen for suggestions that go beyond selling additional services. Professional cleaning companies offer genuinely helpful insights based on their broad experience across different facilities and industries. 

They should be able to provide case studies or examples where similar innovations have delivered measurable improvements for comparable organisations.

According to research by ServiceIQ, cleaning innovations like computerised scheduling systems, ATP testing for biological residue, and UV disinfection technologies have demonstrated significant quality improvements and cost efficiencies when properly implemented in commercial settings.

The right cleaning partner views innovation not as a marketing buzzword but as an ongoing commitment to delivering better results. 

Their recommendations should be practical, evidence-based, and aligned with your organisation’s priorities and budget realities.

Conclusion

Selecting the right commercial cleaning service is a decision that impacts your entire organisation—from employee health and productivity to client impressions and operational efficiency. 

By asking the thorough, targeted questions outlined in this guide, you position your business to make an informed choice based on facts rather than marketing claims.

The most successful business relationships begin with clear communication and shared expectations. 

When interviewing potential cleaning services, listen not just to what companies say, but how they respond. Professional cleaning providers welcome your questions as an opportunity to demonstrate their expertise and commitment to excellence.

Remember that value extends far beyond the bottom line on a quote. Research by the New Zealand Cleaning Industry Association shows that organisations who select cleaning services based on comprehensive evaluation criteria report 76% higher satisfaction rates than those who focus primarily on price. 

The right cleaning partner delivers peace of mind that comes from knowing your facility is in capable, trustworthy hands.

At Busy Bees, we’ve been answering these questions for New Zealand businesses since 1993, delivering professional cleaning solutions that transform commercial spaces into cleaner, healthier environments. 

Our experience has shown that the most successful client relationships begin with thorough discussion of these critical considerations.

Ready to experience the difference professional cleaning makes? Request a detailed quote or schedule a free consultation with our expert team today.