Choosing and getting the most out of your cleaning service providers ft. JLL
In this episode of Cleaning the Built World, Jeffery B. Paggett, Senior Manager at JLL gives an insider's look at what one of the world's largest property management companies expects from their building service providers. We're discussing how to communicate with BSCs, manage scope changes, measure performance, and more.
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Takeaway 1: Forge Partnerships Beyond Contracts
Paggett's approach to evolving BSC relationships into strategic partnerships is illustrated by the consolidation of janitorial services during the pandemic. Initially dealing with 30-40 different janitorial vendors, the fragmented approach was streamlined to just three main vendors across Canada. This was not merely about reducing numbers but about choosing partners who could align with the firm's enhanced cleaning standards and adapt swiftly to changing health guidelines.
This consolidation underscored the importance of shared goals, as both the firm and the BSCs worked closely to navigate the challenges of the pandemic, ensuring the safety and operational continuity of facilities. Through this example, the value of selecting service providers who are committed to adapting and evolving in response to unforeseen challenges is underscored, demonstrating the essence of partnership beyond contractual obligations.
Takeaway 2: Communication is Key to Navigating Scope Changes
The significance of clear, ongoing communication in managing scope changes is exemplified by Paggett's experience with a large-scale real estate portfolio undergoing a transition to mixed-use spaces, incorporating retail and residential units. This change significantly altered the building's maintenance and cleaning needs. Through open dialogue, Paggett and the BSC collaboratively developed a new scope of services that addressed the increased complexity of the building's requirements. This included enhanced cleaning protocols for the retail spaces to accommodate higher foot traffic and specialized services for the residential areas to ensure tenant satisfaction.
This example highlights the importance of clear, ongoing communication between property managers and BSCs in effectively managing scope changes. By engaging in open and constructive discussions, they were able to adapt the service scope to meet the dynamic needs of the property, ensuring that the services provided remained relevant and effective.
Takeaway 3: Adopt a Comprehensive Approach to Performance Measurement
Paggett's implementation of a balanced scorecard system for BSC performance evaluation, incorporating measures of innovation, tenant satisfaction, and environmental sustainability, is a prime example of a comprehensive approach to performance measurement. The case of a BSC tasked with maintaining a high-rise office building emphasized not just the efficiency and cost-effectiveness of the cleaning services but also the adoption of green cleaning practices. The BSC's initiatives in introducing eco-friendly cleaning products and waste management programs aligned with the building's sustainability goals, positively impacting the environmental footprint and occupant well-being.
This example demonstrates the effectiveness of a multifaceted performance evaluation system in encouraging BSCs to pursue excellence in all service delivery aspects, aligning their contributions with the property's strategic goals and occupant expectations.