Category: Uncategorized

April 10, 2018Team

Transform Facility Maintenance with Data Driven Performance

In the Facility Services industry, and particularly in the cleaning end of the business, we have for too long ignored the power of data to help us improve our service, satisfy our clients and outperform our competitors.  While other industries have adopted Six-Sigma, Lean Processes, and other data-driven measures to identify efficiencies and deficiencies in […]
January 10, 2018Team

What do we give our lives for?

We all give our time, talents, and indeed our lives in trade for money, freedom, fame, family and many other things.   I often wonder if we know what we are trading for.  In the barter that is our life, is what we give up truly worth the value of what we receive?  Are we […]
November 10, 2016Team

The Power of Unreasonable Goals

The reasonable man adapts himself to the world; the unreasonable one persists in trying to adapt the world to himself. Therefore all progress depends on the unreasonable man. – George Bernard Shaw –   In 1961, President John F. Kennedy announced in a joint session of Congress the unbelievable goal of sending an American to […]
January 10, 2016Team

5 Steps To Be THAT Boss

The Service industry is about people, and building relationships. More business is won, and lost, due to relationships than can ever be gained through performance. If you lack the ability to build solid relationships with employees, customers and peers, you will most likely fail to achieve your goals, regardless of your ability to perform. When […]
October 10, 2015Team

Customer Service. Small things…big differences

So once again I find myself checking into a hotel, which I do nearly every week, sometimes several times a week. The desk clerk is courteous as he asks my name. He notes that I am an elite member of their rewards program, and that they appreciate my business. He then asks if I have […]
September 10, 2015Team

Promises Made…Commitments Kept

Many years ago, at the beginning of my career, the company that I was working for was acquired by a competitor. I knew little to nothing about the company that bought us, or the two owners of this company. I was working in a key account, and was therefore a crucial part of this acquisition, […]
June 10, 2015Team

Employee Development, Investment or Expense?

Companies often say that their employees are their most valuable asset.  If that is true, why are they so often neglected?   When smart companies invest in vehicles or other equipment for production they meticulously follow the maintenance schedule to keep this asset running in top condition.  Oil gets changed.  Machines are calibrated.  Daily inspections are […]
April 10, 2015Team

Are you selling the Sizzle or the Steak

We have all been in a restaurant, wondering what to order, when suddenly we hear a sizzling steak, fajitas or other item being delivered to another customer and we think, “Hey, I want that!” The sizzle is no accident. Long ago our steaks were brought to us on a regular plate. Same food, but no […]
December 10, 2014Team

5 Steps to win customer loyalty when things go wrong

We assume that we gain customer loyalty by doing things right. Our most loyal customers, however, are often those who have had an experience where things go wrong. How we react when things go wrong can help us win, or lose, lifelong customers. A colleague of mine recently checked into a hotel, and had a […]
September 10, 2014Team

Paddle or Die! Why Great Service is Critical to Business Success

Everything I ever needed to know I learned on the river, or at least that is how it often seems. I am a River guide, not by trade, but certainly by avocation. For over 20 years the river has shared with me lessons on life, love, success, and failure. The river is a powerful force […]
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