Law Firm Increases Employee Satisfaction by 32%
Published August 22, 2024
Client Overview
Client
Harrington & Associates Law
Location
Worcester, MA
Facility Size
22,000 sq ft
Employees
68
The Challenge
Poor office presentation damaging professional image and employee morale
Harrington & Associates is a prestigious law firm serving corporate clients across New England. Their Worcester headquarters occupies three floors of a downtown office building, with conference rooms, private offices, a law library, and client reception areas that see dozens of visitors daily.
Despite charging premium rates, the firm's office appearance was undermining their professional image. Carpets showed visible stains and traffic patterns. Dust accumulated on conference room tables between cleanings. Restrooms frequently ran out of supplies during business hours. Client-facing areas looked tired and unkempt.
An internal employee satisfaction survey revealed that workplace cleanliness was the #2 complaint, with 64% of attorneys and staff expressing dissatisfaction. Several partners reported that clients had made comments about the office appearance. The firm's previous cleaning service came sporadically, often skipped scheduled visits without notice, and showed little attention to detail.
The managing partner recognized that office environment directly impacts both employee retention and client perception. They needed a cleaning partner who understood that a law firm's office is a reflection of its professionalism and attention to detail.
Key Pain Points
- Visible carpet stains and wear patterns in high-traffic areas
- Dust and debris on conference tables and shared workspaces
- Inconsistent restroom supply management
- Previous contractor frequently missed scheduled visits
- Client comments about office appearance
- Employee satisfaction survey: 64% dissatisfied with cleanliness
- Professional image not matching premium service positioning
Our Solution
Anderson Cleaning designed a comprehensive commercial office cleaning program tailored to the law firm's needs and schedule. We established a nightly cleaning routine from 6:00 PM to 10:00 PM, after attorneys and staff depart, ensuring zero disruption to billable hours.
Our team implemented a "white glove" standard for all client-facing areas. Conference rooms are detail-cleaned after each use, not just at night. Reception areas receive multiple daily check-ins to ensure they remain pristine throughout business hours. We installed a restroom monitoring system with scheduled checks every 2 hours to maintain supplies and cleanliness.
For the carpet issues, we brought in our specialized floor care division to perform a deep extraction cleaning, removing years of built-up soil. We then established a maintenance program combining daily vacuuming with monthly hot water extraction in high-traffic areas and quarterly deep cleaning for the entire office.
To ensure accountability, we assigned a dedicated account manager who conducts weekly walk-throughs with the firm administrator. Any concerns are addressed within 24 hours. Our team uses a digital checklist system that provides real-time updates when each area is completed, giving the firm complete visibility into our service.
Services Implemented
- Nightly office cleaning (5 nights per week)
- Conference room turnover service
- Daily reception area maintenance
- Restroom monitoring system (checks every 2 hours during business)
- Carpet care program (monthly extraction, quarterly deep cleaning)
- Supply management and restocking
- Weekly account manager walk-throughs
- Digital checklist and reporting system
Timeline
14 days from contract signing to full program implementation
The Results
"The transformation has been remarkable. Our office now reflects the level of professionalism our clients expect. More importantly, our team takes pride in their workplace again. Anderson Cleaning doesn't just clean—they understand that our office is part of our brand."
Additional Outcomes
- Eliminated all client comments about office appearance
- Improved employee retention, particularly among support staff
- Conference rooms are always presentation-ready
- Restroom supply stockouts reduced to zero
- Firm can now host client events without pre-event cleaning prep
Ready for Similar Results?
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