The cleaning industry may not be the first place people look for inspiration, but it should be. It’s a field where leaders work in high-trust, low-glory environments. Results are clear, expectations are demanding, and behind the scenes are teams and systems tackling the daily reality of showing up with integrity.
ACTIONCoach founder, Brad Sugars shared with the Urban Clean team some personal insights into business and leadership at the Urban Clean 2024 Conference. His insights on ownership, mindset, and growth inspired our team to think bigger and lead better.
Leadership Starts with Listening
Some of the most powerful insights in a business don’t come from boardrooms — they come from the frontline. At Urban Clean, our owner-operators are in the spaces every day. They see how environments affect mood, and where small issues could become big problems. Their observations can reveal patterns that others miss — and when leaders are willing to listen, those insights can drive real change.
Leadership isn’t about having all the answers — it’s about knowing where to listen. The best leaders create space for feedback to surface and act on it with humility. When cleaners feel safe to speak up, and their input is valued, they become more than service providers — they become culture shapers. Listening builds trust, and trust builds better businesses.
As Brad Sugars puts it: “If you’re the smartest person in the room, you’re in the wrong room.” True leadership means surrounding yourself with people who challenge your thinking — and listening when they speak.
Resilience Is the Real Superpower
At Urban Clean, we know that resilience isn’t optional — it’s essential. Cleaning teams face demanding schedules, physical work, and the emotional weight of being both vital and often unnoticed. The best leaders in this industry don’t just endure pressure — they build environments where their teams can thrive under it. That means showing up consistently, adapting quickly, and supporting people through uncertainty.
Resilience isn’t just about personal grit — it’s a cultural asset. We foster it by setting clear expectations, celebrating small wins, and creating systems that reduce chaos. When cleaners feel supported and know what success looks like, they bounce back faster and work smarter. It’s not about pushing harder — it’s about leading better.
Systems Build Trust
In In cleaning, systems are everything. They’re the backbone of consistency — ensuring that every bin is emptied, every surface wiped, and every detail accounted for. When systems are clear and repeatable, teams know exactly what’s expected. That clarity reduces errors, builds confidence, and creates a sense of rhythm in the work. It’s not just about ticking boxes — it’s about creating a reliable experience for both staff and clients.
But systems only work when leaders use them to empower, not control. The best cleaning leaders understand that structure should remove guesswork, not creativity. When a cleaner knows the checklist, the routine, and the standard, they’re free to focus on quality — not worry about what they missed. Systems become a source of pride, not pressure. And that’s when the real magic happens; teams take ownership, clients notice the difference, and leadership becomes scalable.
Lead Like a CEO, Even If You’re Mopping Floors
At Urban Clean, we encourage our franchisees to think like leaders — not just workers. That means stepping beyond the daily grind and adopting an executive mindset. True leadership in cleaning isn’t just about getting through the checklist; it’s about thinking strategically, setting long-term goals, and building something that lasts. When you lead with vision, every task becomes part of a bigger purpose.
This mindset shift transforms cleaners into business owners, supervisors into culture shapers, and routine work into a platform for growth. It’s not about hierarchy — it’s about ownership. As Brad Sugars says, “Don’t compare yourself to someone who started running the marathon a day before you.” Leadership is about progress, not perfection. When you start thinking like a CEO, you stop reacting and start building.
The Urban Clean Way
At Urban Clean, we train franchisees to lead — not just clean. With systems, support, and a mindset of ownership, our teams deliver consistent, high-quality service across Australia. Whether it’s showing up reliably, solving problems calmly, or mentoring new staff, leadership in cleaning is about making people feel safe, seen, and supported.
And that’s a lesson every industry can learn from.
If You’re Tired of Chasing Cleaners — We’re Here
If you’re a business owner who’s had enough of the stress, the follow-ups, and the uncertainty, we’re here to help. Urban Clean delivers reliable, consistent, high-quality cleaning — without the frustration. Let us take it off your plate so you can get back to running your business. Click here to find out more.
And if you’re someone who’s ready to take ownership of your future, we’d love to talk. Whether you’re looking for a flexible income or ready to build a business that scales, our franchise model gives you the tools, training, and support to succeed. Click here to learn more.
