As the CEO of PPCS and with over three decades of experience in the cleaning and facilities services sector, I’ve witnessed operational challenges that evolve with time. One such challenge, time theft, not only impacts productivity and profitability but also erodes the trust that binds employees and employers. Let’s explore how this pressing issue can be addressed through technology, collaboration, and a shared commitment to fairness.
Time theft occurs when employees are compensated for hours not worked—whether by arriving late, leaving early, taking extended breaks, or engaging in “buddy punching,” where one employee clocks in for another. For commercial cleaning companies, this affects not just the bottom line but also the quality of service provided to clients.
This issue was at the forefront of our recent panel discussion at CleanNZ, where I had the privilege of speaking alongside Seonaid Clifton of TEAM Software and Mike W of ReadyTech.
According to a study by the American Payroll Association, time theft can cost businesses up to 5% of their gross annual revenue.[1] In the cleaning industry, this could translate to substantial financial losses, given the labour-intensive nature of the work.
Understanding Time Theft: From the perspective of the Cleaner and Client
The traditional understanding of time theft is employees being paid for time they didn’t work, whether by arriving late, leaving early, taking extended breaks, or through practices like buddy punching, which is where one employee clocks in for another. For commercial cleaning companies, this not only affects the bottom line but also the quality of service.
An often-overlooked aspect of time theft in the cleaning industry involves clients. Additional tasks or scope changes requested without adjustments to hours or compensation can “steal” time from cleaners. This creates a ripple effect, reducing efficiency and placing undue pressure on workers. Addressing client-driven time theft is just as critical to fostering fairness as addressing employee-related issues.
Combat Time Theft: New Technologies and Collaboration
- Technology offers powerful tools to combat time theft. At PPCS, we’ve embraced innovations such as:
- Biometric Timekeeping Systems – Using fingerprint or facial recognition, these systems prevent buddy punching and ensure accurate records.
- Mobile Time-Tracking Apps – Employees can clock in and out directly from job sites, and managers gain real-time visibility.
These systems prevent buddy punching and give managers real-time visibility of operations. However, implementing these technologies isn’t without challenges. Privacy concerns, for instance, require careful engagement with employees and unions to build trust and ensure smooth adoption.
To address client time theft, PPCS can implement a system that allows for on-charging clients for any additional time spent on site. This ensures that cleaners are fairly compensated for their work and clients are held accountable for any changes to the agreed-upon services.
Clear communication from the outset is crucial, to ensure any additional tasks are agreed upon, documented, and compensated.
Building a Culture of Accountability and Fairness
During our panel discussion, a recurring theme was about fostering a culture of accountability and fairness. At PPCS, we firmly believe that addressing time theft is a shared responsibility that involves employees, management, and clients. This requires creating an environment where trust, transparency, and mutual respect guide every interaction.
At PPCS, we invest in training supervisors to use these tools effectively and compassionately. Managers are taught to monitor time records constructively, focusing on problem-solving rather than punitive measures.
As leaders, it’s important to foster a workplace culture where employees feel comfortable discussing challenges without fear of retribution.
We not only want to combat time theft but also enhancing our operational efficiency and reinforcing our commitment to client satisfaction and employee welfare.
A Shared Responsibility
At PPCS, we are committed to combating time theft through innovation, collaboration, and a culture of fairness. By leading the way with cutting-edge technologies, transparent practices, and shared accountability, we aim to set a new standard for the cleaning industry. Together, let’s create a workplace where trust thrives, productivity soars, and fairness is the cornerstone of every interaction.
