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Inflation and rising interest rates are both interconnected economic factors with a direct impact on the economy and, in turn, every sector including the facilities maintenance industry.

As a result, these janitorial and maintenance service providers contend with growing costs related to labor, cleaning products, maintenance tools, safety equipment, among others. As costs increase and borrowing becomes more expensive, these companies must navigate the economic challenges successfully by adopting effective strategies that can support maintaining profitability and customer satisfaction in the long run.

Efficient Resource Management: Optimizing resource allocation is essential for facilities maintenance service providers to control costs, maximize productivity, and maintain profitability. The key resources include labor, material and supplies, and equipment which require effective and efficient management through workforce planning and scheduling, supplier relationships, inventory management, and automation.

Diversification of Service Offerings: Exploring new service offerings as well as developing expertise in specialized services can provide upselling opportunities with a competitive edge, while also helping the service providers to diversify their revenue streams. Similarly, entering new markets and regions can expand their operations geographically that lower the impact of inflation on the existing setup.

Long-Term Customer Relations: Most integrated facilities maintenance programs can deliver overall cost savings for customers in the long run. With the economic impact of inflation on all verticals, service providers should encourage customers to enter contracts over an extended period of time for year-over-year savings.

Employee Training, Development, and Retention: Well-trained employees can increase productivity and deliver high-quality services, ensuring customer satisfaction and retention. Additionally, a well-trained workforce can also help mitigate the risks of high turnover during times of inflation as training and development opportunities enhance employees’ skills, efficiency, and overall job satisfaction.

While the impact of inflation is inevitable, the facilities maintenance service providers can minimize its effects on its operations by analyzing numerous factors including regions they offer services in, specific market conditions, customer portfolio, economic trends, and more. By strategies such as diversifying their service offerings, expanding geographically, embracing innovation, and providing value-added services, these services providers can reduce their vulnerability to inflationary pressures.

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“Customer success is a method for ensuring customers reach their desired outcomes when using an organization’s product or service.” – Gartner Inc.

Business opt to outsource their cleaning requirements to janitorial service providers for a wide range of reasons. While the core services are top priority, it has also become increasingly important for service providers to deliver outstanding customer success throughout the contract period. The strategies should go beyond simply delivering cleaning services; they must encompass a holistic approach to understanding and meeting the unique needs of each customer. It goes without saying that professional janitorial service providers should design strategies with several key elements that contribute to a successful customer experience and success.

Comprehensive Needs Assessment:

An exceptional customer success strategy begins with a thorough assessment of customer requirements and expectations. This involves engaging in open and transparent communication to understand their specific cleaning requirements, preferences, and any unique challenges that they may face. By taking the time to comprehensively evaluate all their needs, janitorial service providers can tailor their services to deliver optimal results.

Customized Service Offerings:

Once the needs assessment is complete, the scope of work and the janitorial service program can be tailored to align with each customer requirement. This may involve providing flexible scheduling options, accommodating specific cleaning techniques or products, or adapting to specialized cleaning protocols for sensitive environments. By offering personalized solutions, janitorial service providers can demonstrate their commitment to meeting and exceeding customer expectations.

Proactive Communication and Collaboration:

Effective communication is at the core of a successful customer success strategy. Janitorial service providers must establish clear channels of communication and maintain regular contact with their customers. This includes promptly addressing any concerns or issues that may arise, providing updates on cleaning progress, and seeking feedback to continually improve service delivery.

Highly Trained and Reliable Staff:

The quality of janitorial services is directly influenced by the skills and reliability of the cleaning staff. The recruitment and training of competent cleaning professionals who are knowledgeable, skilled, and attentive to detail are crucial for the success of an outsourced janitorial program for any business. Investing in ongoing training programs and performance evaluations ensures that the janitorial team consistently delivers a high standard of service, reinforcing customer satisfaction and loyalty.

Quality Assurance and Accountability:

To build trust, janitorial service providers must implement robust quality assurance measures. This may include conducting regular inspections, implementing performance metrics, and utilizing feedback mechanisms to assess and monitor service quality. Furthermore, a customer success strategy should include initiatives for addressing any service deficiencies promptly and taking corrective actions to ensure continuous improvement.

Innovative Technological Solutions:

The integration of innovative technological solutions can greatly enhance the effectiveness of a customer success strategy in janitorial services. Adopting cleaning technologies in daily on-site duties as well as backend support functions with real-time monitoring systems can improve efficiency, streamline processes, and ensure consistent service delivery. Leveraging technology not only demonstrates a commitment to staying ahead of the curve but also provides customers with added value.

Diversified Maintenance recognizes the importance of building long-term relationships with customers. By fostering a partnership mindset, the Company goes beyond basic service delivery and standards, and operates as a trusted partner for the customers. Regularly seeking feedback, understanding evolving needs of customers, and offering additional value-added services demonstrate the Company’s commitment to long-term customer success. To learn more about a comprehensive approach that involves understanding the requirements and exceeding expectations through personalized solutions, send me a note at: Garrett Goralski ggoralski@diversifiedm.com   

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Banks operate in a highly competitive business landscape where customer satisfaction is one of the critical factors for success. As most banks focus on improving their core services, they tend to overlook the impact of backend operations such as janitorial and maintenance services on customer satisfaction, their overall reputation, and eventually the bottom line.

Customer satisfaction plays a pivotal role in shaping a bank’s brand reputation, and when they partner with professional janitorial service providers, they entrust them with maintaining a clean and hygienic environment for their employees and customers. If the janitorial services consistently meet or exceed the expectations of the banks, it enhances the brand reputation by cultivating a favorable and positive perception in the minds of all stakeholders. Additionally, well-trained janitorial staff not only keeps the premises clean but also adhere to industry standards and regulations. By ensuring a high level of cleanliness, they help minimize the spread of germs and infections, ultimately contributing to the health and safety of everyone within the facility. When banks and their outsourced janitorial partners prioritize customer satisfaction through clean and well-maintained spaces, it demonstrates their commitment to the well-being of their stakeholders.

An organized and professionally maintained workplace also has a direct impact on employee morale and productivity. Professional service providers ensure their on-ground staff is skilled, trained, and equipped to create a conducive environment that promotes a positive work culture. Employees feel more valued and appreciated when their workspaces are consistently clean and well-maintained. Enhanced employee morale leads to improved productivity, as employees can concentrate on their primary duties without the distractions of an untidy environment. Employee engagement and satisfaction go hand in hand. Satisfied employees tend to be more engaged, leading to increased customer satisfaction through better service delivery.

With an emphasis on comprehending today’s competitive industry and the relevance of differentiation as the key to success, Diversified Maintenance delivers its services to several banks in different locations nationwide. The Company’s specialized and integrated plans designed to meet the unique demands of banks and financial institutions contribute to an overall positive customer experience, guarantee attention to detail, enhance customer satisfaction, promote loyalty and customer retention, and create a competitive edge. To learn more about a comprehensive janitorial service plan for banks and its impact on customer experience, send me a note at:
Sheryl Perlstein sperlstein@diversifiedm.com

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When a business decides to switch janitorial service providers or brings in a new cleaning team, it is crucial to minimize disruptions and uphold high levels of cleanliness and hygiene standards. To ensure there is no compromise on service quality and minimal operational downtime, a well-executed service transition plan is essential as it not only keeps the workplace in top condition but also ensures customer satisfaction and productivity.

Clear Communication: New janitorial service providers must keep open lines of communication prior to the commencement of service in order to have in-depth discussions regarding the nature of the work, cleaning schedules, particular requirements, and any other pertinent information. Establishing realistic expectations and addressing potential obstacles with clear communication fosters a cooperative atmosphere between all parties involved.

Comprehensive Planning: A detailed transition plan is vital for a smooth shift in janitorial services. Critical information such as particular tasks, deadlines, essential contacts, safety measures, and the duties of the new service partner should be outlined in the plan. It should also include a checklist of all to ensure that nothing is overlooked and guarantees a seamless transition without disruptions to the daily operations of the facility.

Flexibility and Adaptability: Service transitions are dynamic processes, and unforeseen challenges may arise. Service providers can proactively address problems and maintain a smooth transition by displaying flexibility and adaptability to successfully resolve any issues that arise throughout the transfer.

Employee Training: The new janitorial service provider with its new team must ensure thorough employee training that should cover not only general cleaning techniques but also specific guidelines related to the facility they will be servicing, workplace safety, regulations and laws, among others. Training sessions should also focus on proper handling of equipment, use of cleaning agents, adherence to safety protocols, and familiarization with any specialized cleaning systems or technologies. Well-trained staff ensures consistent and efficient service delivery.

Continuous Improvement: A smooth service transition does not mark the end of the process. The service provider should commit to continuous improvement. Regular communication, feedback loops, and performance evaluations enable ongoing refinements in service delivery and quality standards. By continuously assessing and enhancing their services, the incoming service provider can surpass customer expectations and ensure long-term satisfaction.

At the onset of each new customer contract, Diversified Maintenance conducts a thorough assessment of the scope of work and customer expectations. This is followed by the implementation of a meticulous transition plan led by a dedicated team, aimed at delivering a seamless experience for every new customer. Once the recruitment process reaches its conclusion, the transition phase commences, involving a systematic approach to start-up orientation and training procedures tailored to accommodate the customer’s specific business type, requirements, size, and operations. Understanding customer expectations, site visits, and walkthroughs enable the transition team to focus on the nuances of the space and ensure that the on-ground staff can perform their duties effectively from day one. To learn more about the measures and best practices for new service transition with a janitorial service provider, send me a note at: Ed Turbeville eturbeville@diversifiedm.com

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Outsourcing is an increasingly common and popular business practice with a host of benefits, especially for non-core support functions that can be easily assigned to external service providers. Among several other such services is the janitorial function that plays a non-core but essential part in supporting uninterrupted operations and efficiency. However, the various benefits of outsourced janitorial services are not limited to business operations but they also impact cost-efficiency and eventually the bottom-line for the customers. Professional janitorial service providers operate with a structured framework and predetermined scope of work. Additionally, their on-ground team of experts undergo a comprehensive training program to ensure consistent delivery of quality services to meet customer expectations.

Some businesses opt for a self-performing internal program for cleaning and maintaining their facility and commonly believe it to be a more economical option than outsourcing. However, in the long run, outsourced janitorial services can positively impact the cost of the program for businesses. For instance, the service provider’s staff takes away the significant expense of employee training and development for a self-performing janitorial model. At the same time, turnover and absenteeism are seamlessly managed by an outsourced partner without causing disruption in services. Other considerable effects of a successful outsourced janitorial program include:

• Feedback & Reports – Professional services can only succeed with a thorough understanding of customer requirements. Experienced companies prioritize customer feedback and use insights for continuous improvement. At the same time, there is transparency in their operations through routine analysis and report generation for customers.
• Proactive Problem Resolution – Since janitorial companies cross-train their employees, they have the skills and knowledge to go above their day-to-day responsibilities. These professionals effectively monitor and assess upcoming requirements, repair concerns, opportunities for improvement, possible workplace hazards, and more.
• Use of Technology – Janitorial service providers are well-equipped with the use of technological support for both, back-end and field operations. By integrating relevant technology, these companies deliver efficient and seamless services within the overall program cost for the customer.

Diversified Maintenance designs well-structured and custom janitorial programs to ensure each customer receives the benefits of maintaining a clean, healthy, and safe workplace with cost-efficiency in the long run. The Company has the experience to fulfil the scope of work for customers in various industries and has the capacity to ensure a smooth transition phase, in-depth training initiatives, cross-training programs, employee screening and recruitment practices, safety compliance, documentation, and reports, quality assurance, and more. To learn more about outsourcing janitorial services for cost-effective solutions,  send me a note at: Cheryl Costello ccostello@diversifiedm.com

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Businesses in all types of industries face a wide range of diverse challenges in a rapidly evolving landscape. It is now more crucial than ever to respond to the fast-paced environment by streamlining processes and continually maintaining competitiveness. As a result, many support functions are outsourced to professional service providers including facilities maintenance, in order to optimize their operations and maximize efficiency. Businesses that outsource these services can concentrate on their core competencies while a dedicated team makes sure that regular cleaning, sanitizing, and maintenance tasks are carried out to the desired levels of quality standards. However, it has also become important to work with a single-vendor outsourcing model for facilities maintenance services.

Among several benefits for integrated facilities maintenance services is the simplified vendor management and communications. Managing multiple service providers for cleaning and maintenance functions can be a time-consuming and complex process. It entails coordinating schedules, addressing service discrepancies, and handling multiple contracts. However, by opting for a single-vendor approach, customers can have a single point of contact that reduces administrative burden, streamlines communication, and ensures efficient coordination. Additionally, it can also lead to improved quality control. A dedicated team can provide consistent quality service, and customers can establish clear expectations and performance metrics.

Integrated facilities maintenance service providers typically invest in advanced technology and software to manage their services. As a result, customers can leverage this technology without incurring the cost of purchasing and upkeep. This technology can help streamline the maintenance operations, improve communication, and enhance overall efficiency. An integrated approach also allows the flexibility to scale up or down their services as needed. This is especially useful for businesses with fluctuating facilities maintenance management needs, and a single service provider can quickly adapt to changing requirements and provide customized solutions to meet these requirements.

Diversified Maintenance delivers a wide range of integrated facilities maintenance services that enables its customers in all industries to streamline their operations, improve efficiency, and focus on their core activities. The company ensures that an integrated scope of work provides access to specialized expertise and enhanced technology. To learn more about the benefits of a single-vendor approach in facilities maintenance, send me a note at: Garrett Goralski ggoralski@diversifiedm.com   

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Over the past several years, the facility maintenance industry has witnessed a significant transformation with the introduction of autonomous cleaning technology. Intelligent and automated solutions that improve efficiency, cut costs, and offer a greater level of cleanliness are replacing conventional cleaning techniques. From robotic vacuums to automated floor scrubbers, outsourced service providers are embracing these advancements to streamline operations and deliver superior cleaning results.

Robotic Vacuums and Sweepers

One of the most extensively used autonomous cleaning technologies in the commercial facility maintenance service industry is robotic vacuums. These compact, self-propelled devices navigate through designated areas while precisely locating and eliminating dirt, dust, and debris. Equipped with advanced sensors and intelligent mapping systems, they can efficiently maneuver around obstacles, furniture, and other objects while ensuring thorough cleaning of floors. The ability to program cleaning schedules and operate autonomously frees up the on-ground staff to focus on more specialized tasks, improving overall productivity and cost-effectiveness.

Automated Floor Scrubbers

Floor scrubbing is a labor-intensive task that often requires repetitive manual efforts. However, autonomous floor scrubbers have revolutionized this process. These intelligent machines feature sensors and sophisticated algorithms to detect and analyze floor surfaces, adjusting scrubbing patterns and pressure accordingly. Equipped with water tanks and detergent dispensers, they apply the right amount of cleaning solution and efficiently scrub large areas, leaving behind sparkling clean floors. The use of autonomous floor scrubbers not only reduces the physical strain on the staff but also delivers consistent and high-quality cleaning results.

Autonomous Disinfection Systems

In light of the global COVID-19 pandemic, disinfection has become a top priority for facility maintenance service providers. Autonomous disinfection systems offer an innovative solution to effectively sanitize and decontaminate large areas. These systems employ technologies such as Airborne Decontamination of Surfaces and Dry Fog atomization to distribute disinfectants uniformly and efficiently. The use of autonomous disinfection systems ensures thorough disinfection, reduces human contact with potentially harmful pathogens, and provides peace of mind to building occupants.

At Diversified Maintenance, the integration of autonomous technology for the operations at various customer sites has brought a host of benefits including increased efficiency, enhanced cleaning standards, cost-effectiveness, and better occupational safety, among others. The adoption of these new technologies has not only marked a significant turning point for the Company, but it has resulted in satisfying the evolving customer requirements for cleanliness, disinfection, safety, and sustainability in commercial spaces. Some of the Company’s innovation initiatives and solutions include autonomous sweeping, autonomous disinfecting, auto-scrubbing, electro-chemical on-site generators, cleaning verification system, and others. To learn more about innovative facility maintenance solutions and their impact on the end result, send me a note at: Ed Turbeville eturbeville@diversifiedm.com

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Businesses that outsource their cleaning and maintenance functions to professional service providers often find it challenging to assess their performance objectively. In order to resolve these challenges, exploring essential Key Performance Indicators (KPIs) is an effective approach that help both the customers and service providers to evaluate and improve the quality and effectiveness of the services delivered.

1. Customer Satisfaction

Customer satisfaction is a vital KPI in facility maintenance services. It measures how well the service provider meets the expectations and requirements of the customers. For example, regular surveys or feedback mechanisms used to gather input from customers. Questions related to cleanliness, responsiveness, and overall satisfaction can provide valuable insights into the quality of services provided. Additionally, tracking customer complaints and addressing them promptly is crucial to maintain high satisfaction levels.

2. Cleaning Quality

The cleanliness and hygiene standards maintained by the facility maintenance service providers are critical indicators of their performance. Regular inspections and audits can assess the quality of cleaning practices, adherence to industry standards, workplace safety measures, and attention to detail. KPIs in this area may include evaluating the absence of dirt, dust, and stains, as well as the freshness of air quality. Specialized certifications also validate the service provider’s performance objectively.

3. Service Responsiveness

The responsiveness of an outsourced service provider is another essential KPI. It measures how quickly and effectively they address issues and requests. Timeliness in responding to customer queries, complaints, and service requests is crucial for maintaining a smooth and efficient cleaning operation. Tracking response times and analyzing the resolution rate of reported issues can help evaluate the provider’s ability to address concerns promptly.

4. Compliance with Safety and Environmental Standards

Professional service providers must adhere to safety and environmental regulations to ensure the well-being of both the facility occupants and the environment. Some of the KPIs in this area include monitoring compliance with Occupational Safety and Health Administration (OSHA) guidelines, proper handling and disposal of hazardous materials, and the use of eco-friendly cleaning products and practices. Regular audits and documentation can verify compliance and identify areas for improvement.

5. Cost and Efficiency

Managing costs while maintaining service quality is crucial for both service providers and customers. KPIs related to cost and efficiency can include tracking cleaning supply expenses, labor costs, and productivity rates. Analyzing these metrics can identify areas of waste, potential cost-saving measures, and opportunities for process optimization.

Diversified Maintenance implements KPIs to evaluate its performance and make data-driven improvements. Simultaneously, these metrics also help customers to monitor the Company’s operations and assess the quality of service they receive. To learn more about the various ways effective KPIs can enhance the performance of an outsourced facility maintenance program and build long-term partnerships with the service provider, send me a note at: Cindy Fetters cfetters@diversifiedm.com

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