Stakes and Solutions to Time Theft in the Cleaning Industry

Time theft in janitorial services is a widespread practice that often goes unnoticed. In addition to the significant financial consequences for companies, this practice also affects customer satisfaction and employee morale. The adoption of real-time tracking technologies can improve transparency of operations, boost confidence and optimize team productivity.

Janitorial services are an integral part of the operations of many organizations in all industries. From office towers to healthcare facilities, from shopping malls to colleges and university campuses, housekeeping ensures cleanliness, hygiene and comfort for its occupants.

Behind this essential service lies an omnipresent and immutable problem: time theft. With telecommuting on the rise in the wake of the pandemic, a number of news reports and investigations have lifted the veil on this trend that is plaguing companies. However, in the housekeeping industry, this phenomenon has been widely observed for several years.

Most commercial cleaning services are outsourced to specialized contractors. These are major contracts, and overseeing their operation is complex. Since most janitorial work is performed outside business hours, either in the evening or at night, time theft often goes undetected.

But why does this practice persist, and above all, how can companies deal with it effectively?

What is time theft?

Time theft is typically the falsification of hours worked, and most often involves the widespread practice of “buddy punching”, where a co-worker clocks in for another. Time theft can also include late arrivals, extended breaks, or early departures without notification. Time theft also extends to the misuse of time in the workplace. For example:

• Intentionally wasting time on work routes in a disproportionate manner

• Spending time on personal activities during work hours (e.g., surfing the Internet, sleeping)

• Avoiding your manager or colleagues

A study conducted by the American Payroll Association found that this type of behavior costs companies an estimated $11 billion a year in the United States. Even more alarming, around 75% of facilities management companies report cases of time theft among their staff, making it a systemic problem in the industry.

Who is Paying the Price for Time Theft?

These practices are not without consequences. Financial losses linked to unworked hours add up quickly, particularly in environments where direct supervision is difficult. On average, an employee can “steal” up to 4.5 hours a week, equivalent to 6% to 10% of a company's annual payroll costs. These figures reveal a worrying reality for managers, who have to juggle limited profit margins with rising service quality expectations. Time theft takes a heavy toll on companies and their customers, both financially and organizationally.

And it's not only the employer who pays the price. Roughly speaking, the cost of janitorial contracts is based on an estimate of the number of hours required to perform the work to the expected level of quality. With time theft, the property manager who pays a fixed monthly fee is likely to miss out on the performance of the service they are paying for.

The IMPACT of Time Theft on Businesses and Clients

Beyond the financial losses, time theft also affects trust on several levels. The first to notice a lack of rigor in the execution of tasks are clients, paying for man-hours of service. Indeed, when the hours required on a contract are not respected, the level of service quality will inevitably drop, and it's mainly the occupant of the building (customer, patient, worker, student, visitor, etc.) who will complain.

A study reveals that 57% of customers change supplier because of reliability problems. This loss of trust can have a lasting impact on a company's reputation, jeopardizing long-term contracts.

Time theft also affects morale within work teams. Those who are respectful of the time and attendance requirements often find themselves overworked, because they have to compensate for the gaps left by their less diligent colleagues. This imbalance creates tension and reduces job satisfaction, leading to a general drop in productivity. Companies unable to detect or correct such behavior see their organizational culture deteriorate, and suffer the consequences of high turnover rates (loss of reliability and higher training costs).

TRANSPARENCY helps meet the challenges of janitorial operations

Faced with these challenges, it is becoming increasingly important for companies to review their management and supervision practices. Technological developments now offer the tools to bring total transparency to operations. Modern solutions, integrating functionalities such as geolocation, real-time task tracking and automated validation systems, can help eliminate the hidden face of housekeeping.

These tools also help optimize processes and improve communication between teams. For example, by automatically recording employee arrival and departure times, companies can reduce human error and ensure that every minute worked is accurately accounted for. In addition, detailed reports give managers a clear view of team performance, facilitating strategic decisions.

A Lasting Impact on Productivity and Customer Satisfaction

The adoption of advanced technologies in the cleaning industry for tracking and validating work is not limited to solving the problem of time theft. It also transforms the way companies manage their operations. By improving transparency and restoring trust, these tools heighten customer satisfaction. Clients can track progress on their premises in real time, and see for themselves the impact of rigorous, efficient management.

What's more, the productivity gains achieved with these solutions translate directly into financial savings. A company that reduces time discrepancies can save thousands of dollars per employee every year, while strengthening customer loyalty and improving its corporate image. For employees, these tools provide structure and clarity, making their work more valuable and creating a culture of equity and employees' recognition.

Modernizing the Industry Through TRUST and TRANSPARENCY

Time theft, while seemingly trivial, is a complex issue that affects all aspects of the cleaning industry. By investing in modern solutions and adopting a proactive approach, companies can not only eliminate this threat, but also transform the way they work to meet real needs and encourage the adoption of dynamic work schedules adapted to new building occupancy patterns. The future of housekeeping lies in its ability to offer a flexible service based on transparency, efficiency and trust - values that must be at the heart of every operational decision.