Douglas Cooke, chief executive of Principle Cleaning Services, spoke at the French Federation's (FEP) conference in Nantes on 22 November 2017 in his role as chair of the Cleaning and Support Services Association (CSSA). His presentation - Undercover boss and daytime cleaning - brought a fun element to the serious issue of how to give the best possible service to clients in the most cost effective and productive way.
The ‘undercover boss’ approach highlights Cooke’s own experience of working on the frontline at Principle with the help of a disguise. One of his findings was that companies with night time cleaning regimes could benefit from moving to day time cleaning. Thus, cleaners would be employed for a full working day, they would receive the London Living Wage, they help to build relationships with clients, and become more valued. An added benefit he found was that people tended to keep their workplaces tidier.
Doug Cooke said: “Going undercover was a very interesting exercise with some very valuable outcomes. For example, hearing about people’s day to day tasks and learning how they may be performed more effectively led to a move towards day time cleaning for a number of companies. The two aspects of my presentation go hand in hand.”