cleanthoughts Publisher Matt Gallinger mgallinger @ ntpmedia.com Associate Publisher Micah Ogburn mogburn @ ntpmedia.com Senior Editor Rich DiPaolo rdipaolo @ ntpmedia.com ext. 3159 ext. 3179 (516) 404-4532 Beating The Odds T This month we look at an issue that many readers often ponder: When it comes to add-on services, do the pros outweigh the cons? Is being a jack-of-all-trades really bene-ficial to your business, department or build-ing? Or, perhaps, specializing in traditional cleaning services is the best way to go. Associate Editor Aaron Baunee abaunee @ ntpmedia.com Account Executive Susan Pierce spierce @ ntpmedia.com Art Director Marty Harris marty @ grandviewmedia.com Director of Business Operations Michael Perkins mperkins @ ntpmedia.com Ad Materials Manager Rebecca Follos [email protected] CMI Administrative Manager Sharon Hillis shillis @ ntpmedia.com ® ext. 3157 (256) 715-0342 The Obvious Benefits For contract cleaners, the issue could be resolved in five words: What does the cus-tomer want? And, for in-house cleaners, the situation could be dire since more and more facili-ties are outsourcing cleaning and mainte-nance services. Can the trend be reversed if you train your staff members to be jacks-of-all-trades? Some long-standing contract cleaners, such as one case study discussed in our cover story (starting on page 12), have had success over the years by adding-on serv-ices and then eventually becoming a spe-cialist in each area. In these economic times, it is wise to keep customers happy, but not if it puts the account and your reputation in jeopardy. customer retention, new business, a com-petitive edge, profits, penetration into other markets and locations and so on. If your employees cannot fulfill the serv-ices, setbacks can include unhealthy envi-ronments, building occupant complaints, financial losses, a bad reputation, etc. In this issue, in addition to our cover story, we cover this topic in multiple ways. In-house managers can turn to page 38, where industry expert Alan Bigger shares his thoughts about the evolving role of the in-house service provider (ISP). Additionally, in this monthʼs “Letters & Views,” Bulletin Board users sound off about add-on services and customer expectations. “Once it becomes part of the routine, you canʼt stop without getting a ton of com-plaints and issues,” exclaims one respon-der. This is not a new issue, but in todayʼs business environment, it is one to be aware of. In good times, not every customer is good enough to keep and not every prospect is good enough to lure. In tough times, smart decisions can get you through, while poor choices can be detrimental. CM ext. 3133 ext. 3138 ext. 3165 Editorial, Advertising & Publishing Offices NTP Media, division of 19 British American Blvd West • Latham, NY 12110 (518) 783-1281 FAX: (518) 783-1386 For subscription information local calls (847) 763-1867 or Toll Free (866) 721-4807 Canada Post: Publications Mail Agreement #40612608 Canada Returns to be sent to: Bleuchip International, P.O. Box 25542, London, ON N6C 6B2 Corporate General Manager Barry Lovette [email protected] Vice President of Operations Brent Kizzire [email protected] Chief Marketing Officer, Publishing Services Group Hank Brown [email protected] Vice President of Business Publishing Tracy Aston-Martin [email protected] Vice President of Finance Brad Youngblood [email protected] Director of Circulation & Fulfillment Delicia Poole [email protected] Circulation Manager Kendall Reeves [email protected] Honorary Advisory Board: Mike Adams, Greenfield, IN; Stephen Ashkin, Bloomington, IN; Jim Brewer, Arlington, TX; Laura Dellutri, Lenexa, KS; Ron Goerne, Bloomington, IL; Russell Kendzior, Southlake, TX; Don McNulty, Blue Springs, MO; Bob Merkt, West Bend, WI. Richard DiPaolo, Senior editor Send comments or thoughts on this topic or any other article that appears in CM/Cleaning & Maintenance Management ® magazine, to [email protected]. We Have You Covered This reader issue is a critical one. Benefits of add-on services can include CM/Cleaning & Maintenance Management Online™ Service at www.cmmonline.com 4 CM/Cleaning & Maintenance Management ® • July 2009
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