Most commercial cleaning vendors look the same in their proposal: similar logos, similar buzzwords ("quality," "excellence," "reliable"), similar pricing. Then six months in, the differences become obvious, and by then, you've signed a contract and the costs of switching are high.
This checklist gives you the questions that separate vendors who will perform from vendors who won't, asked BEFORE the contract is signed. Use it as a procurement worksheet or share it with the facility team running the evaluation.
The vendor evaluation framework, in 19 questions
Staffing (questions 1 to 4)
This is where most vendor problems originate. Get clear answers in writing.
- What's your technician turnover rate? Ask for the number in writing, and ask how they cover absences. Vendors who don't track this should worry you. Vendors who can explain how they keep their people are doing something different operationally.
- Will the same people clean our building every shift? Or is it a different crew every night? Continuity matters. A tech who has cleaned your building for a few weeks knows where your problem corners are.
- How are technicians background checked? State level only? Federal? Multistate? Drug screened? When was the last rescreen? E-Verify compliance for all new hires?
- What language do crews speak, and how do you handle language barriers in emergencies? If your facility has tenants who only speak English and crews who only speak Spanish, who translates when something breaks?
Operations + supervision (questions 5 to 9)
- What's the supervisor to technician ratio? Ask how many technicians each supervisor oversees. If the number is very large, or they don't know, the account is running on autopilot.
- How often will a supervisor be physically on site at our building? Twice a month is a reasonable floor; weekly is better for larger accounts.
- What QA process documents that the work was done? Paper sheets signed at the door are not QA. Look for: timestamped task logs, photographic verification of problem areas, monthly inspection reports formatted for your facility management system.
- What's your escalation process when something goes wrong on a Friday night? Specifically: who picks up the phone, how fast they respond, and what authority they have to fix it without a Monday morning meeting.
- Can we see a sample monthly service report from one of your current accounts? Redacted is fine. If they can't produce one quickly, they probably don't have one.
Compliance + credentials (questions 10 to 13)
- What insurance coverage do you carry? Minimum to expect: robust general liability, workers' comp, auto liability that covers hired and nonowned vehicles. Higher for medical and industrial. Get certificates of insurance before signing, with your facility named as additional insured.
- What industry certifications do you hold? Ask for proof of any industry certifications and memberships, plus experience that fits your building (for example, Joint Commission survey experience for medical sites, or cleanroom standards awareness for data centers).
- How do you handle OSHA compliance and SDS documentation? Every chemical product used in your building should have an SDS on hand and ready when you ask. Vendors who can't produce SDS quickly aren't running an OSHA compliant operation.
- Are you E-Verify compliant? Some federal contracts require it; it's good practice for everyone else.
References + history (questions 14 to 16)
- Can you provide three references from accounts similar to ours in size and industry? "Similar" means close to your square footage and the same vertical (office, medical, etc.). Don't accept references from accounts that look nothing like yours.
- How long is your average customer relationship? Ask for the number, then confirm it with references. Vendors who keep clients for years are doing something right operationally.
- What's your account loss rate, and why have customers left? Honest vendors will tell you. Look for "price" or "M&A" as the most common reason. Look out for "performance issues" as the most common reason.
Contract structure (questions 17 to 19)
- What's the minimum contract term? Ask what term they want and why. Long terms with automatic renewal protect the vendor, not you.
- What's the annual escalation cap? Get a written cap. A fixed cap or one tied to CPI is acceptable. Uncapped is a red flag.
- What's the termination for convenience clause? A long notice period with a buyout penalty is vendor friendly. A very long notice period with liquidated damages is a sign the vendor doesn't expect to perform.
The "red flag" pattern
Watch for vendors who:
- Refuse to put answers in writing
- Push for a multiyear contract on the first conversation
- Promise a price far below other quotes for the same scope
- Can't produce sample QA reports or service reports
- Have an account manager who's never been to your facility type
- Use phrases like "we'll figure it out" when you ask for specifics
- Can't explain how they handle weekend emergencies
- Have no insurance certificate ready to share
The "green flag" pattern
The vendors you want to work with:
- Show up to the walkthrough with a sample cleaning specification, not just a sales pitch
- Ask hard questions about your facility's pain points
- Volunteer references without being asked
- Explain honestly how they staff your building, including specialty scope
- Have a documented QA process they can show you on a real account
- Can name the specific supervisor who will own your account
- Acknowledge cost tradeoffs honestly ("you can get cheaper, but here's what you'd give up")
What to do AFTER you sign
The vendor evaluation doesn't end at contract signing. The first few months are when problems surface. Set up:
- A weekly meeting for the first 4 weeks (then every other week through month 3)
- A clear escalation path with the account manager's direct cell number
- A standing monthly review meeting (in person or video, not just an emailed report)
- An honest assessment at day 90 with documented gaps + improvement plan
If you're not getting what you signed up for by day 90, you should know it, and the vendor should know you know it. Many commercial cleaning relationships succeed or fail in the first 90 days based on whether the customer was clear about expectations and the vendor was honest about gaps.