Time theft in many industries – including janitorial services – is a rampant 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 limit this practice by improving the transparency of operations, boosting confidence, and optimizing team productivity.
Janitorial services are an integral part of the operations of many organizations across a wide array of industries. From office towers to healthcare facilities, shopping malls, and colleges and university campuses, housekeeping ensures cleanliness, hygiene, and comfort for its occupants. But behind this essential service lies an omnipresent and immutable problem: time theft. With telecommuting on the rise, a number of news outlets have lifted the veil on this trend that has been widely observed in the janitorial space 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 one 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., phone scrolling, sleeping)
- Avoiding managers or colleagues
A study conducted by the American Payroll Association found that this type of behaviour costs companies an estimated $11 billion a year in the United States. Even more alarming, around 75 per cent of facility management companies report cases of time theft among their staff, making it a systemic problem throughout the industry.
Who pays 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 six to 10 per cent of a company’s annual payroll costs. These figures reveal a startling 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 and customers paying an hourly fee may be charged for more time for a job that could have been completed more efficiently.
The impact of time theft on businesses and clients
Beyond the financial losses, time theft also affects trust on several levels. Often, clients are the first to notice a lack of efficiency in the execution of tasks, and when the hours required on a contract are not respected, the level of service quality will inevitably drop, often inciting occupant complaints.
Studies reveal that 57 per cent of customers change suppliers because of reliability concerns; this loss of trust can have a lasting impact on a company’s reputation, jeopardizing long-term contracts.
Time theft can also affect morale among colleagues. Those who are respectful of the time and attendance requirements often find themselves overworked as 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 behaviour often see their organizational culture deteriorate and suffer the consequences of high turnover rates.
Transparency helps tackle janitorial challenges
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 side 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, which can help to facilitate 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, track progress on their premises in real-time and demonstrate the impact of 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 employee recognition.
Modernizing the industry through trust and transparency
Time theft might seem trivial, but it is a complex issue that affects all aspects of the cleaning industry. By investing in modern solutions and adopting a proactive approach, companies can eliminate this threat and transform the way they work to meet real needs, encouraging 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.
Karl Bédard is the Senior Director at ValkarTech, a consulting firm dedicated to optimizing commercial cleaning contracts. As an experienced LEED Green Associates certified auditor, he conducts many building visits and evaluates customers’ various processes. His recommendations are always aimed at improving cleaning quality and productivity while minimizing costs.