Facility Cleaning & Maintenance by MediaEdge

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OCTOBER/NOVEMBER 2018

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� CONTENTS OCTOBER/NOVEMBER 2018 PHOTOS BY ROBYN RUSSELL

SPOTLIGHT 18 Stop the Shock Taking the charge out of static electricity by Ron Segura

TECHNOLOGY 20 Time to Face the Truth How to make social media actually work for a cleaning business by Lisa Macqueen 22 Waging War on Waste IoT-enabled refuse, recycling bins optimize trash management by Colin Bell

EQUIPMENT & SUPPLIES

COVER STORY 10 A Spectrum of Possibilities Fred Rosen’s search for the next big thing leads to creation of preferred multi-service cleaning company by Clare Tattersall

24 Condolences to the Cord Benefits of battery-powered vacuums could spell the end of their standard counterparts by Kelly Lynae Robinson 28 Weighing the Options When to rent, lease or buy floor care equipment by Terry Watson

IN EVERY ISSUE 6

Editor’s Letter Call of the Entrepreneur

16 Expert Q+A Mall Madness?

Static electricity can damage delicate computer components like the hard drive if zapped with even a small charge.

4 / FACILITY CLEANING & MAINTENANCE / OCTOBER/NOVEMBER 2018

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/ editor’s letter /

CALL OF THE ENTREPRENEUR

’ve always been especially inspired by people who start their own business. Although I can’t put my finger on exactly why, I’m sure it has something to do with the fact that they’re often driven, self-disciplined, passionate, have great people skills, and thrive on, and are calm throughout, uncertainty. Some of these characteristics I possess, while others I strive for — I’m not an inherent risk-taker but, with age, I’m working on taking uninhibited leaps off the edges of (metaphorical) cliffs. For now, however, I’ll continue to live vicariously through the enterprising leaders that I am privileged to interview for Facility Cleaning & Maintenance. This issue, I spoke with Fred Rosen about his entrepreneurial journey. Like many others who have found their niche in the cleaning and maintenance industry, the CEO of Spectrum Building Services first began his career in an unrelated sector. In 1990, after an inspiring trip south of the border, Rosen took an educated leap of faith and launched his business, which is now one of the go-to cleaning and emergency restoration services companies in the Greater Toronto Area. You can read all about Spectrum’s industry rise beginning on pg. 10. We then turn our focus to our sector spotlight: Commercial facilities. Here, you’ll find a Q+A with Square One’s operations manager, John Haylock, and maintenance manager, Ido Bruno. The pair are getting ready for the much-anticipated opening of the shopping centre’s west expansion, which will further enhance the retail mecca and bring with it new challenges that the cleaning and maintenance staff are ready to tackle. Next, we take on a prevalent problem in office environments — static electricity — and how to stop the shock. Rounding out this issue is our industry focuses: Technology and equipment/supplies. Topics covered include social media matters, ‘smart’ waste management, trends in vacuum technology and key considerations when renting, leasing or buying floor care equipment. Though there’s still one more issue to go this year, we’ve already begun editorial planning for 2019. If you’re interested in contributing an article to a future issue, participating in our Expert Q+A or simply want to share a brand new or innovative product with us, please contact me. I’d love to hear from you!

CLARE TATTERSALL claret@mediaedge.ca

Editor Clare Tattersall claret@mediaedge.ca Digital Editor Zandile Chiwanza zandilec@mediaedge.ca

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Contributing Writers

Colin Bell Lisa Macqueen Kelly Lynae Robinson Ron Segura Terry Watson

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360 DEGREES OF GREATNESS ISSA Show North America marked the most important week for the cleaning industry. Attended by more than 750 exhibitors and an estimated 16,000 cleaning professionals from around the world, it is a time when deals are closed, innovation showcased, thousands of handshakes made and lasting connections forged. This year, the biggest trade show in the industry was held Oct. 29-Nov. 1, at the Kay Bailey Hutchison Convention Centre in Dallas. It has been 20 years since the Texas city hosted the ISSA show. Over the last two decades, the shining jewel of the Lone Star state has undergone a complete urban renaissance, and locals and visitors alike agree that it shows. The location wasn’t the only change for ISSA Show North America 2018. Since the worldwide cleaning industry association, ISSA, is constantly working hard to enhance participants’ experiences, this year’s convention featured a slew of new networking and educational offerings, providing attendees the opportunity to meet with the entire cleaning industry supply chain face-to-face. One such addition was Party for a Purpose, which took place Oct. 29, at Topgolf Dallas. The sprawling entertainment venue with high-tech driving range was an ideal place to practice that golf swing (no previous skills or experience necessary). A great time was had by all, with collected proceeds going to support ISSA charities. On Oct. 31, the street right outside the restaurants of the Omni Hotel was closed off in the early evening for a lively Backlot Bash block party. Guests enjoyed food and drink, live music and even a visit from the Dallas Cowboys cheerleaders. For football fanatics, sports fans or curious convention-goers, ISSA organized a VIP tour of AT&T Stadium — home of the NFL’s Dallas Cowboys. On Nov. 1, a shuttle bus transported visitors to the stadium for a glimpse of what goes on behind the scenes. On the education front, ISSA arranged a wide range of workshops and certification courses, as well as nearly 100 sessions — an approximately 20 per cent increase over last year’s offering. For the first time, the International Facility Management Association (IFMA) sponsored three sessions in the ISSA Education Theatre track, and the National Organization of Remediators and Mold Inspectors (NORMI) hosted its first-ever mould workshop at the show. The much-anticipated Lunch and Learn: State of the Industry Panel took place Oct. 29. Sponsored by Essendant, attendees enjoyed a spirited discussion on a variety of aspects of the industry, including what lies ahead. ISSA scheduled one spotlight and two mesmerizing keynote speakers for 2018. Retired U.S. Navy SEAL and Guinness World Record holder David Goggins kicked off the four-day ‘show week’ Oct. 29, with a revitalizing talk, titled Complacency Kills. Then, on Oct. 31, best-selling author and former publisher of Success magazine, Darren Hardy, joined attendees on the show floor with, Igniting the Compound Effect: How to Jump-start your Income, your Life and your Success. Last but certainly not least, former U.S.

president George W. Bush engaged in an insightful fireside chat Nov. 1, with ISSA executive director John Barrett. This year’s trade show floor featured more than 750 exhibitors showcasing the latest and most innovative products and services. To help new attendees get acquainted with the space, ISSA provided a personal orientation — available in English or Spanish — along with guided tours of the show floor on Oct. 30, prior to opening. That evening, first-timers participated in a lively roundtable discussion with colleagues about the latest industry issues and developments. New for 2018, ISSA added a Pressure-Washing Pavilion for this niche market as well as a Start-up Pavilion for those with new and stimulating ideas. This was in addition to the popular Residential Pavilion, International Pavilion and the First-Time Exhibitors Pavilion, which featured more than 75 manufacturers. The ISSA Innovation Award program returned for 2018, showcasing the latest and newest potentially business-altering products, services and technology. The winner in each of the five categories — cleaning agents, dispensers, equipment, services and technology, and supplies and accessories — were announced Oct. 29, at the Team ISSA Welcome Reception. The awards themselves were presented Nov. 1, aptly named ThurSTAY, at the ISSA Innovation Marketplace. The 2018 ISSA Innovation of the Year — EvoClean by Hydro Systems Co. — was announced and awarded at this time, too. ThurSTAY marked the Cleaning Industry Management Standard (CIMS) and Cleaning Management Institute’s (CMI) awards ceremony, which honoured companies and individuals who have demonstrated their commitment to growing professionalism and maintaining high standards of operational efficiency. The final day of the conference also included the educational offerings of ISSA’s newest divisions, the Association of Residential Cleaning Services International (ARCSI) and International Executive Housekeepers Association (IEHA), and the association’s co-location partner, the Building Service Contractors Association International (BSCAI). With so many exciting and informative exhibits, educational offerings and networking events, the ISSA show can be a bit overwhelming. So, the association brought back My Show Planner to ensure attendees got as much value from the convention as possible. The ISSA Show Mobile App, sponsored by R3 Reliable Redistribution Resource, returned this year, too. Once attendees created their schedule in My Show Planner, they could access it from their smart device. The app also included the show’s official exhibit directory, which could be accessed directly from the trade show floor. In an attempt to be more attendee-focused than ever, ISSA refined its all-access pass to include nearly every experience on the schedule, from the ISSA Team Welcome Reception to the full education and networking events package to the Backlot Bash. This was not only the best value but it was the optimal way to experience ISSA Show North America 2018 in its fully glory.

ISSA NEWS A SPECIAL THANKS The brand-new Team ISSA Welcome Reception was a big success thanks to its generous sponsorships. Hosted by ISSA Canada in partnership with the Association of Residential Cleaning Services International (ARCSI) and International Executive Housekeepers Association (IEHA), the network-building night was held Oct. 29, from 7:30 to 10:30 p.m., at the Fairmont Dallas. The welcome reception, formerly Canada Night, was open to all ISSA Canada, ARCSI and IEHA members. It provided attendees the opportunity to meet, or get acquainted with, other industry professionals from all over the world, while enjoying complimentary snacks and beverages. ISSA Canada would like to extend its gratitude to the following members: SPECIALTY SEAFOOD STATION Bunzl Distribution Dissan Group Kimberly-Clark R3 Redistribution SPECIALTY DISPLAY STATION Karcher Canada Nilfisk-Advance Canada SPECIALTY CARVING STATION Advantage Maintenance Avmor Charlotte Products Pioneer Eclipse Procter and Gamble BUFFET STATION 3M Canada Deb Canada Hydro Systems M2 Professional NaceCare Solutions Pro-Link Canada ProTeam Rochester Midland Spartan Chemical Sprakita Products Sprayway Staples Business Advantage Swish Maintenance Tennant Co. Malish Corp.

ISSA Show North America 2018 was a great success, offering an impressive slate of seminars, workshops and special events to the thousands of cleaning professionals that attended.

/ cover story /

A SPECTRUM

OF POSSIBILITIES Fred Rosen’s search for the next big thing leads to creation of preferred multi-service cleaning company by Clare Tattersall

he 1980s was a decade during which the beauty industry boomed. Makeup sales rose thanks to the trend toward dramatic eyes, heavy foundation and highly contoured cheeks, and hair colouring became an acceptable practice. Not surprisingly, what was in favour in one industry affected another, and carpet dyeing became just as popular as changing the hue on one’s head; at least, that was the case south of the border. “It was a great way to refresh the look of what was already underfoot and it cost 20 per cent of new carpet,” explains Spectrum Building Services’ founder and CEO Fred Rosen, who lays claim to introducing the service to the Canadian marketplace. The former stock broker latched on to the concept while visiting the U.S. in 1990. Looking to take his career in another direction, Rosen was on a quest to find the next best service offering. “Carpet dyeing was all the rage down there so I thought it would catch on here in Canada,” he says.

10 / FACILITY CLEANING & MAINTENANCE / OCTOBER/NOVEMBER 2018

Shortly after returning home, Rosen set out to spread the word about his new-found venture — Spectrum Building Services. Armed with his winning business personality, can-do attitude and a trained carpet dyeing and cleaning technician, he literally went door-to-door to appeal to potential clients. Rosen’s efforts soon paid off and his fledgling company attracted much interest from the condominium and hotel sectors. “I did some extensive carpet dyeing for the Royal York (now the Fairmont Royal York) to begin,” recalls Rosen, who has provided carpet cleaning services to the luxury downtown Toronto hotel for upwards of 25 years now. “The hotel had more than 1,000 bleach stains on its high-end wool carpet, likely caused by inadvertent or incorrect use of a cleaning product, which the Royal York just wasn’t going to replace.” Despite successfully carving out a niche for himself, Rosen soon realized that the company’s key service offering wouldn’t sustain Spectrum in the long-term. So, like any astute entrepreneur, he reprioritized, relegating carpet dyeing to a specialty ser-

/ cover story /

�

FRED ROSEN’S INTUITION HAS LED TO SEVERAL PROACTIVE INITIATIVES AT THE FOREFRONT OF THE CLEANING INDUSTRY. TODAY, HIS COMPANY, SPECTRUM BUILDING SERVICES, NOT ONLY OFFERS FULL-SERVICE FLOORING MAINTENANCE BUT EMERGENCY RESTORATION SERVICES, TOO.

vice so that he could focus more attention on the carpet cleaning side of the business. “Carpet dyeing just wasn’t going to revolutionize the industry like I had originally thought,” says Rosen reflectively. “But what it did do,” he continues, “was get me in the door to show clients our high level of service, both in terms of quality and reliability, which then led to subsequent carpet cleaning work.” With time and experience, Spectrum expanded its offerings to become a fullservice flooring maintenance and emergency restoration company. Its growing team of highly trained Institute of Inspection Cleaning and Restoration Certification (IICRC) approved specialists are equipped to tackle just about any property crisis — floods, fires, mould, hoarding, grow-ops

and trauma — on top of providing professional carpet cleaning, and flooring installation, upkeep and repair. “It was a natural progression,” says Rosen, noting 35 per cent of the business is now geared to emergency service work. “Our existing clients felt comfortable with me and others knew of the company’s reputation for getting things done right the first time.” As a result, Spectrum’s existing client base has grown, too. While the majority of work still comes from the condo and hotel sectors (70 per cent), the company also provides services to multi-residential, industrial, office, retail and other commercial facilities, as well as institutions (hospitals, schools, student residences and seniors’ centres). Today, the building service contractor can be found in more than 800

12 / FACILITY CLEANING & MAINTENANCE / OCTOBER/NOVEMBER 2018

buildings across the Greater Toronto Area and beyond. With little sign of slowing down, Spectrum is expected to open two new offices in Ottawa and London, Ont., in the near future to accommodate growing consumer demand. “Business is great — we’ve grown 20 per cent a year over the last 10 years — but we’re looking for more,” says Rosen. That includes adding fan coil maintenance to its list of services since these HVAC components are a breeding ground for mould. Though Rosen hasn’t yet committed to this offering, he says it would complement the company’s existing mould remediation program, which “went from nothing eight years ago to well over $1 million in yearly revenue.”

> SOCIAL MEDIA COLUMN “I invest in training and development because it not only ensures a high quality of work, but it makes employees feel valued and appreciated.” THE GIVING TREE

Despite his success, Rosen has remained grounded and true to his convictions, one being to “treat others as you would want to be treated.” This pertains not just to clients but also staff, and accounts for why his original employee is still part of the Spectrum team. Another long-held belief is that companies should give back to the environment to help ensure a sustainable existence for all. Early on, Rosen committed to sourcing and using 100 per cent natural, biodegradable cleaning products, such as Benefect, Ecogent and Chemspec. Benefect is a disinfectant made purely from plant extracts that effectively kills 99.9 per cent of all germs. The antimicrobial action of Benefect’s essential thyme oils also prevents germs from building up a resistance to them. Ecogent is a line of non-toxic, general-purpose cleaning products made from renewable substances that clean to a scientific standard to promote public health. Chemspec is a green certified, detergent-free, minimal-residue carpet cleaner. In 2003, the company partnered with Tree Canada, a leading national tree planting charity that’s taking concrete steps to fight climate change and preserve the country’s green spaces. Through its Grow Clean Air program, citizens and businesses can offset their carbon pollution. Participation has allowed Spectrum to obtain a net zero carbon footprint, making it the first and only certified carbon neutral cleaning company in Canada. “Carbon pollution is a serious threat,” says Rosen. “To reduce harmful greenhouse gas emissions, we use vehicles powered by a four-cylinder engine and have introduced an electric car to our fleet.” Tree Canada determines the number of trees needed to be planted to reach carbon neutrality by calculating how many tonnes of carbon dioxide are emitted by a compa-

ny’s activities. This involves accounting for all direct and indirect emissions, including paper usage, waste disposal and outsourced activities. To date, the organization has planted more than 82 million trees thanks to the support of eco-conscious businesses like Spectrum. SUCCESS FOR ALL

Looking back on the past 28 years, Rosen credits Spectrum’s success to his strong yet fair leadership style, strong work ethic and perseverance, and the company’s ability to provide exceptional customer service in a timely manner, foster long-term relationships and remain ahead of the curve. “You have to be able to find innovative, technologically sound solutions to customers’ problems,” he says, noting Spectrum utilizes a unique dual-process carpet cleaning methodology that is designed to revitalize carpets by removing stains from deep within the pile, strengthening the carpet fibres and prolonging the life and durability of the product. Rosen also acknowledges that while he was the brainchild behind Spectrum — the name chosen to reflect the wide range of services he planned to offer, but has since come to reflect the business’s diverse clientele and various backgrounds and skillsets of its employees — the company wouldn’t be where it is today without its dedicated staff. “I invest in training and development because it not only ensures a high quality of work, but it makes employees feel valued and appreciated,” says Rosen, noting each staff member must partake in and pass a 60-day intensive in-house training program before going out in the field. “The goal is to foster a desire among employees to want to stay with the company a long time, which is necessary as they’re an invaluable part of the Spectrum team.” /

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Tips for effective B2B hashtag use, part one By Steven Chester An effective hashtag strategy is a key component in your social media plan. However, for those starting out on social media, hashtags tend to befuddle. Here are some quick tips to up your game. Hashtag research Do your research. B2B social media users tend to have a very specific set of tags that they like to use so that they can converse among their peers. Listen to your audience, and you’ll find those tags and can capitalize on them. Be sure the information you’re posting relates to the tag, however, as if you’re simply adding tags to your marketing content that do not add to the conversation, you’ve lost the trust of your group. A very common error is what’s referred to as “hashtag stuffing.” This is where a user adds hashtags to just about every word in their post, or leaves an annoying array of tags at the end of their text. (#Who #really #wants #to #read #this?) Narrow your post down to two or three main tags, and insert them into the post in a more natural, conversational format. Be cautious of branding Branding your hashtag is normally ineffective (not to mention cheesy). The adage “if it doesn’t add, it takes away” is a good one here. If you’re the only user posting #XYXYCompanyRules, what purpose is that tag serving? Now you understand the basic rules. However, each social media platform views hashtags through a different lens. Stay tuned for the next column. Steven Chester is the Digital Media Director of MediaEdge Communications. With 15 years’ experience in cross-platform communications, Steven helps companies expand their reach through social media and other digital initiatives. To contact him directly, email gosocial@mediaedge.ca.

INNOVATION SUSTAINABILITY LEADERSHIP

Congratulations on the inaugural Canadian Cleaning Conference. Working toward a safer, healthier environment takes leadership and commitment from all sectors and industries. I am delighted to see the variety of leaders, exhibitors, speakers and attendees working to advance sustainability and innovation in the cleaning industry. We all have a role to play in reducing our impact on the planet and keeping our communities healthy. I wish all the attendees and participants this year a successful, engaging, and thought-provoking conference.

Catherine McKenna Minister of Environment and Climate Change

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MALL MADNESS? Q+A: Square One cleaning team prepared to tackle additional 140,000 square feet at Ontario’s largest shopping centre

t 2.2 million square feet, Square One is a retail mecca — home to more than 360 stores and services, with this number soon to rise. In November, the mall will open its west expansion, followed by The Food District and ‘eats and entertainment’ hub, The Rec Room, in 2019, which will certainly raise the status of this designated tourist destination. In anticipation of an inf lux of more customers — the mall currently serves approximately 24 million each year — Square One’s operations manager, John Haylock, and maintenance manager, Ido Bruno, discuss the mall’s current cleaning regime and how it will be impacted by the new additions.

What are the daytime cleaning staff’s main tasks?

How many cleaning and maintenance staff does Square One currently employ?

Are any cleaning tasks performed less intermittently?

We have 73 in total — 19 food court staff, 34 housekeepers, 17 exterior maintenance employees and three interior maintenance supervisors.

We do a floor impregnator application annually. The process is designed to clean and seal the mall’s common area limestone tiles in order to preserve the appearance of the

Daily activities include floor care; cleaning of mall elements (interior and exterior doors and windows, balustrade glass, handrails, service doors, furniture, directories, signs and waste units), elevators and escalators; garbage removal and recycling from common area collection units; and cleaning of washrooms, which includes replenishment of paper products. What about after hours?

Washrooms are thoroughly cleaned and all common area floors are scrubbed, stripped and waxed with walk-behind floor machines. Carpets are also shampooed and escalator steps cleaned.

16 / FACILITY CLEANING & MAINTENANCE / OCTOBER/NOVEMBER 2018

natural stone. This task consists of deep scrubbing all floor tiles and applying a penetrating sealer that restricts water, oils, salts and dirt from entering the pores of the tile throughout the year. How does Square One keep Ontario’s largest shopping centre in tip-top shape?

The mall is divided into cleaning zones, each with its own designated staff to ensure the entire shopping centre is fully covered. Staff have the freedom to make their own decisions in their respected areas under the supervision of the three interior maintenance supervisors and the maintenance manager. Are there any special supplies, equipment and/or technologies employed in the cleaning process?

Cleaning products that contain biodegradable surfactants for disinfection and food grade additives for sanitization are used throughout the mall. Housekeeping and food court staff also carry with them

/ spotlight /

portable carpet extractors and steam machines for cleaning furniture, carpet, walls and tiles as needed. In addition, we also have a full workshop on-site that is stocked with accessories and tools that enables interior maintenance personnel to tackle any task that comes their way. For example, one of their responsibilities is to repair/replace door handles, hinges and automatic door closers. Interior maintenance staff also perform plumbing-related activities, including snaking drainage lines and replacing faucets, toilets, urinals and soap dispensers, among other items. What are the challenges of maintaining more than 2.2 million square feet of space?

Cleaning an active shopping centre is a challenge. All work is conducted with the safety of customers and tenants top of mind. We even have ‘anti-slip’ tests conducted by a third party to ensure safety. The timing and location(s) of these visits are always random and never conveyed to site staff, supervisors or managers.

The hardest thing to keep clean is stainless steel and glass surfaces due to the sheer number of mall customers and the fact that these surfaces continue to attract dirt throughout the day. Proper cleaning solutions and techniques are used by staff to ensure these surfaces look their best at all times. How will the new additions impact the mall’s cleaning regime?

We have been planning for this for quite some time. Due to our standard operating procedures, the addition of

these spaces is very easy for the property to manage. The resources required will need to be slightly modified. Work zones will be altered and new staff integrated into their new zones. We will be adding another four housekeepers, bringing the total of cleaning and maintenance personnel to 77. Additionally, as any expansion brings with it new fixtures, furniture and railings, among other items, adjustments to staff’s daily duties and cleaning procedures will be required, but our highly engaged cleaning and maintenance staff will have no problem executing their tasks. /

www.REMInetwork.com / 17

/ spotlight /

STOP THE SHOCK Taking the charge out of static electricity by Ron Segura

veryone has probably experienced static electricity shock. The tiny spark is fleeting and not painful or harmful; however, most people would prefer not to endure the momentary uncomfortable nuisance again. Unfortunately, unbeknownst to many facility managers, it is a common annoyance for office building occupants. Moreover, static electricity can cause problems for computers and other electronic devices that workers rely on daily. A discharge can damage a computer chip or circuit board, among other components. Worse, it can wipe out an entire hard drive. LET’S MAKE SOME STATIC

In most cases, static electricity occurs when there is an imbalance of positive and negative particles present. Virtually all solid surfaces contain significant amounts of both charges. All’s well until positive electrons outweigh negative ones or vice versa, regardless of whether the surface is electrified or not. Static electricity has everything to do with pressurized charge and nothing with actual electricity. When two objects are in contact, electrons can and want to move from one to the other. (Protons don’t move around much.) Take a door knob, for example. If a negatively charged person touches a door knob that has a positive charge with few electrons, the person’s extra electrons will excitedly jump to the knob. This quick movement of the electrons results in a zap, otherwise known as static electricity.

SOMETHING IN THE AIR

Static electricity is typically more prevalent in cold winter months. This is because electrostatic discharge occurs most frequently when humidity drops below 50 per cent. While adding more humidity to the air in an indoor environment will not eliminate all static electricity, many times it can help reduce it. Unlike a condominium or apartment building where humidifiers can be used to add moisture to the air, a humidification unit must be built into an office tower’s HVAC system in order to effectively combat static electricity. This is simply because office building units tend to be significantly larger than residential suites; stand-alone humidifiers work best in small areas. While a built-in humidification unit will help with indoor humidity levels, constant opening and closing of loading dock doors and other building doors makes controlling the indoor environment difficult. Fortunately, there are other measures that can help reduce static electricity in the workplace. NO MORE ZAPPING

The strategic placement of anti-static floor mats can go a long way to protecting people and electronic equipment. These types of

mats look like most other floor mats, the only difference being they often have a cord that can be connected to a common grounding point like the ground on an electrical wall outlet. This helps neutralize the positive and negative charges and therefore minimize or eliminate static electricity. Though not as widespread, there are also cordless anti-static mats. These are made with a special foam that discharges static buildup. An anti-static floor finish can also be applied to hard surface floors such as vinyl, linoleum and ceramic tile for added protection. The finish contains a conductive substance that dissipates electrostatic charges. When applied correctly, the anti-static properties will remain in place for months, even after several cleanings, buffing and burnishings. For carpeted office areas, an antistatic spray can be applied to the floor covering after it has been cleaned by extraction. To do so before cleaning when the carpet is laden with dirt and soil will reduce the effectiveness of the anti-static spray. This product works in much the same way as the others in that it helps reduce static buildup. Easily applied, the treatment usually lasts several months, depending on use and foot traffic. /

Ron Segura is founder and president of Segura & Associates, an international janitorial consulting company based in the U.S. He has more than 45 years’ experience in the cleaning industry, 10 of which he has spent overseeing the cleaning of more than 4.5 million square feet for Walt Disney Co.

18 / FACILITY CLEANING & MAINTENANCE / OCTOBER/NOVEMBER 2018

High Reach Cleaning Services At Sunshine, our fully bonded personnel are specially trained and certified to clean high reach areas safely and effectively. Our industry-leading equipment, tools, and techniques let us see into and clean even the most troublesome nooks and crannies. We ensure your high reach areas get a complete clean - vacuuming and damp wiping to trap and capture the maximum amount of dust and grease buildup. Our multi-tasking approach prevents particles and residue from simply blowing around and reappearing elsewhere in your facility.

Specialty Equipment Scissor and Boom Lifts We typically supply the necessary lift equipment, though we can utilize onsite equipment if it’s available. Electric lifts designed to be used inside are able to maneuver easily throughout their environments while providing fume-free, clean operation.

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TIME TO FACE THE TRUTH How to make social media actually work for a cleaning business by Lisa Macqueen

n a highly competitive (and oversaturated) industry, it’s hard for a cleaning company to get noticed. Gone are the days when a business service contractor could rely on obtaining its clients from just one channel. Today, it’s all about exposure and the best place a cleaning company can be seen is online. Why? Because that’s where the majority of prospects are looking for service providers. If a cleaning company doesn’t have a strategy for marketing itself online and leveraging social media, then it is in danger of being left behind. But how can social media work for, and grow, a cleaning business? Imagine scrolling through Facebook posts, looking at all the great food and travel photos, and pictures of cute animals and kids doing funny things. Then, the company post pops up — a before and after photo of a bathroom that was cleaned. Sure, the cleaning team did a great job. But, given

the photo competition, it’s not compelling enough to stop Facebook users from scrolling past it, which is the whole point of the social media post — to get people to notice the company, take the time to read about its endeavours and interact with the business. STOP THE SCROLL

One of the biggest issues with marketing cleaning businesses online is that owners often think people are fascinated by the great cleaning results achieved. Sorry to be the bearer of bad news but they are not. There is nothing sexy about the cleaning business. People don’t wake up in the morning excited about finding or hiring a cleaning company. All they care about is a clean business or facility. Once a business service contractor understands what people aren’t looking at, then it can market much more effectively than its competitors (who are still posting boring before and after pictures that no one wants to see).

20 / FACILITY CLEANING & MAINTENANCE / OCTOBER/NOVEMBER 2018

So, what’s the secret to getting noticed? It’s focusing on the client — their problems, frustrations and concerns. Knowing the company’s ‘ideal’ client is especially useful in this situation. All cleaning business owners want to grow their client list because it translates into increased revenue. The main way to attract more clients is through effective and compelling marketing. Since marketing is expensive, it’s important to ensure the right message is conveyed to the people who are most likely to buy what the company is selling. These same prospects often turn into repeat customers, refer the business to family and friends, and spend more money than a ‘typical’ client. IDENTIFY THE ‘IDEAL’ CLIENT

The main reason a client chooses to do business with a particular company is to fulfil their (unmet) wants or needs. Accordingly, an astute business owner will find out what they are and how to best

/ technology / satisfy them. To do this, it’s important to ask questions and really listen to the responses. This will provide a clear, concise understanding of the wants and needs of the ‘ideal’ client, which is necessary to plan effective social media posts that are aimed directly at prospects for maximum impact online. What is the ‘ideal’ client looking for? This will obviously vary depending on the client. A facility manager, for example, is responsible for ensuring the building and its services meet the needs of the people that work in it, so a post on how to put a stop to restroom complaints will be well-received. The article not only focuses on their duties but tackles a real-world issue and provides a possible solution.

CLICKS TO CLIENTS To maximize a social media post, don’t give all the content away at once. Instead, include a link to the company’s website where prospects can read the article in its entirety. This provides the opportunity to learn more about the business, opt-in to the company’s e-newsletter to obtain regular useful information and (hopefully) request a quote, putting them one step closer to becoming a client.

The ‘lifetime’ of a post is quite short, so posting just once per week won’t leave a lasting impression nor will it maximize engagement. On the f lipside, posting too often runs the risk of becoming a nuisance. But remember, content quality is more important than quantity, so don’t

post for posting’s sake. Instead, create a realistic social media posting schedule, with specific days of the week and times that content will be placed online, and stick to it. If a cleaning business can remain focused on reaching and engaging its ‘ideal’ client, social media activities will soon pay off. /

STAY CONSISTENT

What is posted is not only important; the frequency is, too. If engaging prospects on Facebook and LinkedIn (the two social media platforms that should be used at a minimum), it’s ideal to post on each once per day, if possible.

Lisa Macqueen has more than 20 years’ experience working in the cleaning industry. Her business, Cleaning Marketer, coaches cleaning business owners on how to attract more prospects, make more sales and keep customers longer using modern ideas and strategies specifically developed for the cleaning industry. Lisa is also director of sales and marketing at Cleancorp, a commercial cleaning company based in Sydney, Australia.

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/ technology /

WAGING WAR ON WASTE IoT-enabled refuse, recycling bins optimize trash management by Colin Bell

he decreasing costs of sensors means the Internet of Things (IoT) is rapidly moving into new areas of commercial and multiresidential properties, such as waste and recycling management. IoT-connected waste /recycling bins that are outfitted with sensors can detect bin fill level, collection events, fire, tilt and temperature. Data collected from these â&#x20AC;&#x2DC;smartâ&#x20AC;&#x2122; bins offer some immediate and obvious benefits; however, there is much more value than a trip saved walking around a building looking to see if waste has been collected.

1 With insight into which bins are not full on pickup day, facility managers can decide whether these bins should be picked up less often, reducing costs. On the f lip side, identifying which bins are full before pickup days and are likely to overf low can help facility managers prevent associated cleanup costs and cleanliness issues. 2 Data gathered allows facility managers to determine if bins are be-

ing collected as per the agreed upon schedule with their waste/recycling vendors. It also provides a quick overview of how often pickups are missed as well as the time of day pickups are typically being completed.

3 Facility managers receive realtime and accurate alerts when a container catches fire, as well as instant notification when a bin is tipped over.

4 Some buildings generate more waste/recycling than others. For example, a restaurant tenant requires more frequent collection than an office tenant. Understanding these trends allows facility managers to properly forecast and plan waste/recycling services when new tenants move into a property.

5 Through image-based camera systems that can visually assess waste

types, facility managers are able to identify illegal dumping in bins and take appropriate actions, such as locking bins and installing video surveillance, if required.

6 Smart bins drive accurate sustainability reporting by using the actual volume measurement instead of estimates or inaccurate weights. 7 Facility managers can charge tenants by the verified amount of waste/ recycling that is generated instead of an estimate or inaccurate cost sharing of predicted volumes. 8 On demand pickup of waste/recycling eliminates unnecessary truck trips with no overf low. Fewer truck visits also results in less traffic, noise and congestion on a property, and reduced wear and tear of parking lots, doors and enclosures. /

Colin Bell is a managing partner at RecycleSmart Solutions. He leads the Internet of Things (IoT) program, with more than 3,000 IoT enabled smart bins installed across Canada. Colin can be reached at colin@recycle-smart.com.

22 / FACILITY CLEANING & MAINTENANCE / OCTOBER/NOVEMBER 2018

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CONDOLENCES TO THE CORD Benefits of battery-powered vacuums could spell the end of their standard counterparts by Kelly Lynae Robinson

he trend towards cordless cleaning equipment is just getting started. Vacuum cleaners of all sizes and functions — upright, backpack, wet/dry — are now available in cordless options, with new units being introduced every season because of the many advantages they hold over their corded counterparts. This is meant as no disrespect to power cords; they have served the cleaning industry well for many years. However, some of the biggest benefits of battery-powered vacuums are a result of overcoming the shortcomings of cords. A cord restricts the cleaner from travelling more than 50 feet

without having to retrace their steps to unplug and plug the machine back in again. It also limits manoeuvrability around obstacles, requiring the cleaner to constantly reposition to prevent tangles, and a cord lies on the soiled f loor, picking up dust and dirt that can end up on baseboards, furniture and walls. Beyond the inherent limitations of the cord, there are problems that arise when cords are misused. Despite the best educative efforts, many cleaners continue to routinely connect multiple extension cords, tie cords together or use cords that have visible damage. Cordless vacuuming removes the potential for these common errors and allows cleaners to focus

24 / FACILITY CLEANING & MAINTENANCE / OCTOBER/NOVEMBER 2018

on the real task at hand — vacuuming. Without the hindrance of a cord, vacuuming becomes faster and easier. According to the worldwide cleaning industry association, ISSA, a standard upright vacuum cleans at a rate of 3,243 square feet per hour, and a standard backpack vacuum cleans 7,407 square feet per hour or 10,000 square feet per hour when used in a team cleaning system. Based on recent field tests, a cordless backpack vacuum cleans 10,582 square feet per hour or 14,286 square feet per hour when used in a team cleaning system. Cordless vacuums can also clean in areas with limited or non-existent power outlets.

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BATTERY BATTLE When purchasing a cordless vacuum, it’s important to carefully consider the battery itself, especially as it accounts for the majority of the cost of a unit. Recent machines powered by lithium-ion batteries have a longer runtime of approximately 75 minutes, as compared to those that use previous batteries, which have a runtime of approximately 55 minutes. This means a cleaner can go further on a longer charge. The number of charge cycles a battery can undergo also requires attention. Charge cycles indicate the number of times a battery can be completely charged and discharged until the battery fails or starts to lose capacity. The more charge cycles a battery vacuum advertises, the longer the overall battery’s lifespan and the greater the return on investment.

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Despite the best educative efforts, many cleaners continue to routinely connect multiple extension cords, tie cords together or use cords that have visible damage.

Not only is the productive potential of cordless vacuuming clear but it is also less hazardous. Cordless vacuums eliminate the potential tripping hazard of a cord, resulting in a safer environment for cleaners and building occupants alike. But while these benefits look great on paper, the real test comes when cordless vacuums are out in the field. SCENARIO 1: TOO FEW OUTLETS

The University of Utah’s high traffic library is filled with rows of books that are more than 50 feet long, according to custodial supervisor Todd Stoneking. Since a standard backpack vacuum cord is only 50 feet long, cleaners were forced to change outlets to complete a single row of books. This made routine vacuuming too time-consuming. By implementing cordless backpack vacuums in the library, university custodians cut their vacuuming time in half. SCENARIO 2: TRIPPING HAZARDS

Alliance Building Services provides day porter services to many clients in the Seattle area. Previously, their day porters were vacuuming around building occupants with corded vacuums — a liability they wanted to eliminate. To remove the tripping hazard of a cord, they switched to cordless backpack vacuums. According to company principal Scott Smith, the cordless backpacks also increased cleaning speed by 30 per cent and improved access in challenging areas like staircases. SCENARIO 3: SHORT ON LABOUR

Hawaii’s unemployment rate is one of the lowest in the U.S. As a result, Kleenco’s president and CEO Scott Paul says it’s a struggle to fully staff his company. To get more cleaning done with fewer employees, Paul looked into purchasing cordless backpack vacuums. To recoup his investment — cordless vacuums are more expensive than standard units — he calculated that increased productivity would allow him to cut back on about $1,000 US of labour per month per vacuum. At that rate of savings, Paul expected to break even after just three months of using cordless backpack vacuums. /

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Kelly Lynae Robinson is a freelance writer for the cleaning industry and a public relations specialist for ProTeam, the maker of the GoFree Flex Pro cordless backpack vacuum.

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WEIGHING THE OPTIONS When to rent, lease or buy floor care equipment by Terry Watson

ext to employees, equipment is an essential part of a cleaning operation. It’s also a major upfront expense if a facility manager/ building service contractor chooses the traditional route of straightforward purchase. In many cases, short-term rental and long-term leasing may offer a more cost-efficient method for accessing this cleaning necessity. To determine the most suitable option, it’s important to consider the pros and cons of each, as well as the facility/business’s budget, specific client/facility needs and any unique constraints since there’s no onesize-fits-all approach. OPTION 1: RENT

Facility managers may want to contem-

plate renting some or all of their floor cleaning equipment on an as-need basis when use is infrequent (less than a handful of times per year). For instance, renting may be the best option if the building exterior or parking lot is swept just once a quarter. Renting is also ideal for annual deep cleans, such as spring cleaning. Money saved from making a significant capital outlay on equipment that’s not really needed can be put towards upgrading existing models (if any) with more advanced features. Renting also offers a company flexibility, allowing it to easily adapt to business fluctuations, and, depending on a company’s financial strategy, rent payments can be considered an operating expense, which is a key advantage given lease regulation chang-

28 / FACILITY CLEANING & MAINTENANCE / OCTOBER/NOVEMBER 2018

es. Rentals can also usually be delivered to the worksite. For building service contractors, renting may be a way to avoid paying for equipment storage if contract circumstances change. Additionally, if the rented equipment is only needed for a single, specific client, the rental cost can be built into the contract. Renting also offers the opportunity to try out a piece of equipment before buying. Keep in mind that newer models may not be readily available, so check dealer inventory in advance. OPTION 2: LEASE

Leasing equipment comes with distinct advantages, as well. This method doesn’t usually require a deposit (as is

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/ equipment & supplies /

contractor will continue to be responsible for the cost of insurance, personal property taxes and fees for damages to the equipment. OPTION 3: PURCHASE

Purchasing equipment is probably the best option if it is used daily and needs to be readily available. Ownership allows operators to become highly familiar with the machines, which increases productivity. Purchasing the equipment outright also enables businesses to take advantage of tax deductions from interest, depreciation and maintenance costs.

However, it’s much more difficult to upgrade to a different model after purchase than if renting or leasing. To do so, facility managers/building service contractors may have to sell existing equipment below market value to offset the cost of a new item. Another drawback is that ownership comes with repair and maintenance responsibilities as well as associated costs. Building service contractors are all responsible for transporting equipment to and from client facilities (and will need the necessary vehicles to do so), unlike rentals that can usually be delivered to the jobsite. /

Terry Watson is the area sales director, Canada/Northeast, at Tennant Co. Tennant is committed to creating and commercializing breakthrough sustainable cleaning innovations to enhance its broad suite of products and services, including floor maintenance and outdoor cleaning equipment, detergent-free and other ‘green’ cleaning technologies, aftermarket parts and consumables, equipment maintenance and repair service, specialty surface coatings and asset management solutions. Terry can be reached at terry.watson@tennantco.com.

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