Technology equals greater client satisfaction.

Over the past decade the facility maintenance and cleaning industry has begun to change significantly. Many building tenants, and even some clients, may not realize that the business of providing high quality client service and professional cleaning and maintenance services has a high tech component.

The Internet has started to play a significant role on the customer relationship side of commercial facility maintenance. It is now possible for clients to communicate directly with their facility maintenance contractor electronically. Clients can place work orders, communicate their needs for special projects and even receive ongoing project reports. These new systems are not yet an industry norm, but some clients in major metropolitan areas such as New York City are already taking advantage of these new services.

While orders and requests can still be made the "old-fashioned way" over the telephone, clients now have the ability to provide information via email to their facility maintenance company. This new capability will permit work orders to be easily tracked, monitored and also facilitate the assignment of appropriate personnel.

There are a number of advantages for maintenance companies to go "high tech" and utilize the Internet, computers, and electronic devices. The first and most important advantage is efficiency. When orders can be sent directly by the client to the contractor in writing, the appropriate resources can be easily allocated. In some circumstances clients even have access to a specifically designed web page for their facility. After logging onto the Website, a work order form is completed and sent electronically. This allows the specifics of the order to be entered directly by the client. Miscommunication and errors are thus substantially reduced. Once the order is received, it is processed and then transmitted to the maintenance manager of the specific facility. Upon returning to the terminal in the maintenance office of the facility the maintenance manager is then made aware of the order and given a detailed request. This is an efficient means of communicating with building maintenance managers and supervisors due to the fact that they are frequently in and out of their offices. This type of system permits orders to be placed 24 hours a day, seven days a week. Requests can be made by clients from different locations or even on the road because the orders are made directly through a Website. Clients are not tied down to one software program or one computer system. Once orders are received they are carried out and confirmations of the orders' completion are then provided to the client.

This system has proven to be effective and is especially helpful to clients who frequently need special work done and projects completed quickly. While this system is not designed for emergencies, it is used to get projects completed in a timely manner. When this is done the maintenance contractor's goal of keeping the client satisfied is achieved. Clients frequently need special projects completed on the day of the request and this system allows for a continuous flow of information and scheduling of staff to complete the project. When projects and orders can be planned clays or even several hours in advance there are fewer problems and disruptions for clients and contractors alike.

Communicating with clients is essential for facility maintenance contractors and it is also extremely important for facility management companies. Facility management companies must keep their employees motivated and trained in the latest cleaning and building maintenance techniques. Power washers, propane buffers, scrubbers, battery burnishers, carpet extractors and vacuums are a regular part of most every major facility maintenance operation. Many of these machines require regularly scheduled maintenance and upkeep. It is essential that employees and supervisors know the maintenance needs of each machine. If machines are not maintained properly, engines can burn out and compressors can break down. The cost to replace these components is significant and when unnecessary repairs are required the machines needed to complete a job are out of service. Take, for example, propane buffer, which is one of the best machines for polishing floors. The cost to rebuild or replace an engine can exceed $3,000. A simple ro utine schedule of filter replacement will significantly reduce the probability of engine breakdown.

In addition to training employees to monitor equipment, employees must be taught new and up-to-date cleaning techniques for many different kinds of floor surfaces, especially carpeting. The carpets of today are made of many new types of materials. These new materials require special attention and up-to-date cleaning techniques. It is necessary for contractors to be in regular contact with carpet manufacturers to learn about the approved and best methods for maintaining carpets. This knowledge must then be passed along to the employees who provide the actual cleaning service. This regular training and re-training benefits both the employee and client. The employee maintains an effective level of competence and the client receives efficient, cost-effective and appropriate service. When proven and approved techniques for cleaning are utilized carpeting will consistently look better and last longer.

In today's highly competitive service marketplace, many facilities managers are seeking to work with maintenance and cleaning contractors who can offer a comprehensive array of services. Over the years these services have become more extensive and now include landscaping, painting, exterminating, air conditioning and mechanical system maintenance, machinery repair and even simple electrical work such as light bulb replacement As demand for services increases, maintenance companies will be adapting and training personnel to meet all of these needs, This often requires working closely with unions to make certain that job descriptions and training are compatible with building contracts and needs..

Continuing education and training is important for employees and staff members. In some cases companies take extra steps not only to attract good employees, but also to keep them and to assist them in meeting client needs. The building maintenance and cleaning industry employs many thousands of individuals across the nation. A large percentage of these individuals speak English as a second language, with the large majority using Spanish as their primary language. Because of this diversity of languages, companies like Laro Service Systems have developed and implemented programs to facilitate the communication process with their employees. Laro's training programs include three important components. The first, which has been ongoing for a number of years, requires all project leaders to be bilingual. This requirement is essential to enable them to communicate project needs effectively to their non-English speaking employees. The second component, which has also been in effect for a number of years, is the post ing all work orders in English and Spanish. This provides employees with a clear description of each project. It states what materials and equipment are needed and describes how to use them. Bilingual communication assists with scheduling and reduces the potential for miscommunication. The third element of Laro's program includes training classes for employees in English as a Second Language (ESL).