Sydney, Australia-based Quad Services is recognized for its deep dedication to diversity and inclusion in the cleaning and building services sector. That commitment is reflected in the company’s Reconciliation Action Plan (RAP) — which places a heavy emphasis on creating opportunities for enhanced engagement and retention with the country’s Aboriginal and Torres Strait Islander peoples, businesses, and communities; promoting understanding and respect for Aboriginal and Torres Strait Islander cultures, contributions, and histories; and strengthening relationships between Indigenous and non-Indigenous peoples within Quad Services and the greater community with which it is associated.

In this Executive Insight, ESG Manager Dr. Denis Boulais discusses the barriers broadly facing contract cleaners in the pursuit of diversity and inclusion and explains why the practice is both beneficial and important despite the forces working against it.

Based on your experience at Quad, why should building service contractors embrace an inclusive employee base?

Boulais: In promoting diversity and inclusion, Quad Services has realized numerous benefits, including a broader pool of talent where a wider range of skill sets can be attracted. There is also better engagement and retention, as our employees feel valued and included — this leads to greater job satisfaction and a more stable workforce with less staff turnover.

Improved customer relations are another benefit, as a diverse workforce can better satisfy the needs of diverse customer bases. Additionally, companies can expect enhanced innovation, as participation by individuals of different backgrounds, experiences, and ideas can lead to more creative solutions when it comes to improving cleaning processes.

Given the advantages, what is the reason some companies aren’t more proactive about inclusion?

Boulais: Whilst diversity and inclusion can present numerous benefits, the cleaning industry may encounter a range of challenges — not least of all general resistance to change. As any organization in any industry becomes used to a particular way of doing things, it is not unusual to experience some resistance to efforts to introduce inclusive practices and welcome diversity.

Employers also may be deterred by cultural differences; communication barriers due to different languages and cultural norms; and even unconscious bias, which can influence areas such as hiring and promotion and hinder the development of an inclusive workplace environment.

Lastly, compliance can be a factor. It can be complex to navigate legal requirements in relation to diversity and inclusion. Sometimes, adverse diversity and inclusion issues arise and may become industrial matters; hence, some employers may see this as a reason to reduce their diversity and inclusion efforts.

What can cleaning businesses do to improve in these areas?

Boulais: Promoting an environment where cultural differences are valued and respected is key; doing so may help deflect misunderstandings amongst employees that can lead to conflict. Another major consideration is leadership diversity. If a management team is not diverse, then it may be more of a challenge to implement and develop diversity and inclusion initiatives. The importance of diversity and inclusion values may be better expressed and implemented by a more diverse management team. Having a culturally diverse management team may also minimize communication challenges that can impact the ability of a cleaning team to work productively together.

In fact, addressing the above-mentioned challenges requires a dedicated and proactive effort from all levels of a company. Detailed assessment of each of these obstacles sets the groundwork for a more diverse and inclusive workplace.

What is the bottom line when it comes to inclusivity in the contract cleaning industry?

Boulais: Embracing diversity and inclusion is a strategic advantage. By fostering a workplace that respects and values differences, Quad Services exemplifies how companies in our sector can attract a broader pool of talent, enhance employee engagement and retention, and improve client relations. Any challenges associated with diversity and inclusion must be positively and proactively addressed by all levels of the organization. Working together, it is possible to create a workplace where everyone feels respected, valued, and empowered to deliver their very best.