Issue No.4 February 1997

QUEST

Helping Q-1 customers succeed in their mission
with quality cleaning services.

Previous Issues:

CUSTOMER PROFILE:

How one veteran Property Manager keeps priorities in line

      Meet Jerry Lisenbee, Director of Operations, Maintenance and Security for Alaska Pacific University, Anchorage, Alaska. Jerry has been with the University for 19 years and oversees daily operations of more than a doze n buildings, 15 acres of grounds, a motorpool and about a mile's-worth of sidewalks and trails throughout the campus. He boasts a small, but loyal crew of workers whose dedication to him is evident by the longevity of their employment.
      Jerry, a former Seattleite, found himself lured to Anchorage during the Alaska Pipeline boon of the early seventies. Originally, Jerry was a curiosity-seeker, but the work, the activities and charm of this small city captiv ated him and he never left.
      When asked what he thought are the greatest challenges facing building managers today, Jerry first replied, “The budget.” But quickly pointed out it can be solved by contracting out services-if you can find a good contractor.
      Jerry said that after years of the University providing their own janitorial personnel and dealing with the cost of employee turn-over, the hassles of supplies, and the chemical maintenance requirements, he thought, There 's got to be a better way to do this. Q-1 Corporation came highly recommended and he began his working relationship with us.
      “ During the first year with Q-1 we saved $30,000 because I didn't have to use the supply budget anymore,” Jerry stated. He found he could rely on Q-1's expertise and would benefit from the crew's extraordinary at tention to details—even including documentation of supplies usage.
      The second greatest challenge facing building managers, per Jerry, is skillfully dealing with people. This delightful man balances a caring heart for people and his vast head-knowledge of facilities management. Jerry draws from an extensive background in construction and building maintenance employment from around the States. But he prides himself on building good rapport with building occupants. Jerry believes even the “little things” need to be taken seriously to accomplish this goal.
      When asked what advice he would give to a new building manager just starting out in the business, Jerry replied, “Concentrate on people first. There will always be a percentage of tenants who you'll never make ha ppy. You can't let it get in the way of your job. Find a balance between standing your ground for the facility—based on your knowledge and experience—and calming the fear of a tenant. And then remember you are responsible for the succes sful operation of the facility.”
      Jerry adeptly meets the needs of Alaska Pacific University's physical plant, its security and operation, but on just about every weekend during the summer months you'll find him cruizing the fishing port, Seward, on his 34' Uniflite cabin cruiser boat.

CHOOSING A JANITORIAL SERVICE PROVIDER:

Corporate facilities with several locations require unique selection strategy

EDITOR'S NOTE: This article is second in a series on choosing a janitorial service provider.

OK, you are in charge of central logistics of a regional corporate facility with 10 to 20 buildings scattered in several different cities. You are getting numerous calls of complaint from your staff, and your boss is giving you less-than-subtle hints to do something about the poor janitorial service. You've already tried to work things out with your current service provider for several months now and are about to run out of Tylenol, Advil, and Bufferins. What's your next move?
      And so the selection process begins. But how do you know if service providers who've solicited you in the past are any good now or the best match for your needs?
      After many mornings dreading the bombardment of complaint calls and e-mails from your staff regarding poor janitorial service concerns you finally decide that enough is enough.
      Unfortunately, most companies approach the selection process with emphasis on price, not enough discussion about specific needs and being dazzled by a colorful sales presentation. Then a partnership is made and all live ha ppily ever afterwards..... right?
      The answer to this question is "maybe" at best. There is no assurance that the lowest priced candidate is the best performer. Nor is there a fool-proof functional formula that guarantees that the best presentor is the best performer either. We all know deed and speech can be miles apart. It's also true that sales presentation and janitorial performance can be even further apart.
      What, then, is the best selection method? Check with your local service providers and see if there are promising candidates before you even decide to change your service provider. Check with your corporate brass and see if they would be interested in forming a strategic partnership with any of the service providers in your area. If so, good, if not you are about to make one for your company.
      Interview more than one representative from each firm, preferably one customer service representative, operational manager, and if possible, company owner or top decision-makers who can make a long-term strategic commitment.
      Interviewing does not have to take place in your office. How about visiting their offices? This will give you a whole different world of understanding about the company you want to be partners with for a long time. Is the firm doing business out of a spare bedroom of the owner's apartment, a basement garage, office/shop facility or a high rise office buildings? The answer to this will give you an indication of the viability and compatibility of the company. Of course, th e operating facility in an owner's garage does not mean they will automatically provide poor service for you. But it does give you an indication of probable business volume. Many small operators can provide excellent rate of service through their commitm ent to up to a certain level of business volume. Go into the relationship knowing your partners.
      Discuss a serious long-term business relationship. After several meetings you will be able to size up one, two, or three strong candidates.
      Send out a survey form through which you can get legal and historical information regarding business entity, ownership, officers, business history, and any other information you deem necessary.
      Use a weighted point system. Based on these surveys and numerous interviews, you should be able to develop a weighted point system for the evaluation process.
      Obtain pricing from these potential candidates, allowing them to make any suggestions in specifications they would recommend.
      Evaluate using the point system for various aspects of the candidates.
      Make a final decision which gives you most compatibility with your own corporation's mission. Don't ever forget that all things you do—be it selecting the janitorial service provider or selling your company products 51;they must be in alignment with your company's own mission.
      If you would like suggestions in developing the weighted point system for your firm, please feel free to contact Chuck Kim at 425 637-0031 or e-mail to ckim@q-1.com.

'Success.mdb' software—a must-have

We now have finalized a version of maintenance management software which helps you keep track of the 5Ws and 1H of anything and everything about your facility equipment—be it air handlers or drain pipes, be it one building or thousands of buildings. This software can show what was performed by whom to which equipment at what date/time at which building/location for what purpose and how the condition was. It goes further and shows you an at-a-glance view of what has ever been done in the past and wh en your next scheduled time of maintenance for each piece of equipment is due. This software is a great time-saver for any maintenance staff who had to rely on their memory or scratch paper for record keeping. A tool you will be wondering how in the wo rld you lived without it for any type of preventive building/equipment maintenance. Call any branches of Q-1 to get the benefit of this must-have tool.

Quest is a free publication of Q-1 Corporation—providing 20 years of quality janitorial service.
Q-1’s Quest is to help your business succeed
by providing a clean and healthy work environment for your building tenants.
Chuck Kim, CEO • Q-1 Corporation 1414 130th Avenue NE, Bellevue, WA 98005-2246
425•637-0031 (PHONE); 425•637-9726 (FAX)
ckim@q-1.com (EMAIL)
http://www.q-1.com (INTERNET HOME PAGE)
Corporate Headquarters: Q-1 Corporation, 1230 West International Airport Road, Anchorage, AK 99518
907•562-4468 (PHONE) 907•563-6301 (FAX).
Member: BSCAI Building Service Contractors Association International;
BOMA Building Owners and Managers Association
©Copyright 1997. Unless otherwise noted, no part of this publication may be copied without the written consent of the publisher.
The opinions expressed in this publication are for general information only and are not
intended to replace co unsel from competent financial, legal professionals, or government advisors.
February 1997 issue:
Managing Editor: Chuck Kim; Designer: Louise Holder, Kirkland WA; Distribution: Pamela Rosenow, 206•637-0031.