Working Together for Spotless Spaces: How to Communicate Your Sanitation Needs Effectively
- Nathalie Thibault
- Nov 4
- 2 min read
Discussing the quality of cleaning work can sometimes feel tricky. Yet, when approached thoughtfully, these conversations become powerful opportunities to build trust and strengthen collaboration.
At ValkarTech, we know that clear communication is key to maintaining consistent, high-quality service. This article, written by Nathalie Thibault, microbiologist and ISSA-certified auditor on our team, highlights the importance of choosing the right words and approach when addressing gaps in sanitation quality.
A Delicate and Essential Conversation
When the quality you expect doesn’t match what you observe on-site, knowing how to communicate this to the person involved is critical. Conversations about cleanliness can be sensitive, so it’s essential to avoid hurtful language and protect your professional relationships.
Addressing the state of a space requires tact. Every exchange is a chance for collaboration and continuous improvement.
Before starting, gather concrete, specific facts. A few clear observations - or photos - can make the conversation far more productive.
Timing and Tone Matter
The timing of your discussion is just as important as its content. A scheduled meeting is far more effective than a passing comment in the corridor.
From the outset, clarify that the goal is to improve cleaning quality—not to criticize anyone personally. This sets the stage for a constructive and trusting dialogue.
For service providers, scheduling regular check-ins on quality is highly recommended. Most importantly, maintain a kind and respectful tone, backed by observable facts.
Words That Hurt… and Words That Build
Some expressions reflect emotions rather than facts and risk shutting down communication.
Avoid Emotional or Exaggerated Language
Phrases like:
“…is disgusting”
“…is filthy”
“…I didn’t get my money’s worth”
…express subjective judgment and can be perceived as offensive.
Avoid Sensory Judgments
Phrases like:
“…it stinks” “…it smells bad”
…are imprecise and hard to act upon.
Avoid Subjective Cleanliness Judgments
Even when justified, phrases like:
“…is dirty” “…was neglected”
…lack objectivity and don’t guide improvement.
Focus on Facts and Measurable Observations
Describing exactly what you observe allows for constructive collaboration.
Examples of objective, actionable phrasing:
“…shows a visible buildup of dust.”
“…displays residual traces from cleaning.”
“…shows calcium deposits around faucets.”
“…contains debris in hard-to-reach corners.”
These statements describe reality without judgment, transforming observations into effective tools for collaboration.
Use Recognized Standards as a Reference
Citing established standards, like APPA guidelines, adds credibility and neutrality to your observations.
Examples:
“…does not meet the expected APPA 2 standard.”
“…received an APPA 4 rating during the last inspection.”
“The audit result was 70%, while the agreed target was 85%.”
Data and standards speak for themselves, keeping discussions objective, measurable, and action-oriented.
Lead with Kindness and Collaboration
Once observations are formulated, focus on collaboration, not confrontation. Even simple phrases can shift the tone:
“We are confident this issue will be resolved promptly.”
“We know you share our commitment to providing a clean and welcoming environment.”
Set realistic deadlines:
" We'd like this addressed within the next 48 hours. "
And involve the other party in finding solutions:
“What challenges are preventing you from meeting this level of quality?”
“Would additional resources or tools help?”
“How can we prevent this situation from recurring?”
This approach shows you aim to understand, not blame.
The DESC Method: A Simple, Effective Framework
The DESC method (Describe – Express – Specify – Conclude) helps structure conversations:
Describe: “I noticed a buildup of dust in corner X.”
Express: “This can affect users’ perception of cleanliness.”
Specify: “I would like this corrected by tomorrow.”
Conclude: “I am confident you can address this quickly.”
In conclusion
Behind every clean space are people working with care and dedication.
Words matter: chosen with respect and professionalism, they turn dissatisfaction into an opportunity for improvement.
Cleanliness isn’t just a standard—it’s the product of teamwork and thoughtful communication.
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