The means-end theory maintains that the way buyers relate to products can be represented by a hierarchy of connected levels of value – (1) product or service attributes, (2) functional and physiological consequences of use, and (3) desired end states.  In other words, product or service attributes are simply a means to accomplishing an end, with the “end” being product or service use consequences, and ultimately, higher emotional value derived from the product or service. Consider the following Starbucks example: The above “value chain” answers the question – “Why would anyone pay twice as much for a cup of coffee at Starbucks?”…

Not being able to find the right janitorial services can evoke frustration. Much like when buying a new car, you must understand what you need to look for and to know the right steps to take. Several weeks ago, my daughter–a recent college graduate–was in the market for a new car. When she asked for my help in this process, my first two questions were: “how much money do you have to spend?” and “what type of car are you looking for?”  The answers to these questions set us on a path toward finding what would best fit her needs.…

For people trying to find the right commercial cleaning service for their building, the most common refrain we hear is “It’s pretty simple, we just want our building to be clean.” These prospective customers we talked to have tried multiple cleaning vendors and/or have tried using an in-house team that continue to give them frustrating results. While cleaning a building is not overly complex, keeping a facility looking and feeling clean on a consistent basis for a prolonged period requires sound processes, diligence, oversight, and collaboration.  What is “clean”? But there is a bigger issue here – “what is clean?”. …

What’s the difference between buffing and burnishing, and why does it matter? Often, we receive scopes of work from prospective customers that will indicate “Monthly Buffing of Hard Surface Floors.” Or, a facility manager will let us know that he/she expects the “floors to be buffed once a month.” In this article, we hope to shed some light on two terms that are very often misunderstood – buffing and burnishing. A Brief Science Lesson You have seen those beautiful photos of a lake reflecting the image of trees in full Fall colors. It almost looks like a mirror. Reflection occurs when…

Robotics and automation have had a profound impact on several industries.  Manufacturers have used robotics since the early 1980s for a variety of tasks.  Distribution and fulfillment centers are experiencing an influx of robotics to assist in loading, unloading, picking, and sorting.  Robots are also influencing the medical (surgical robotics), agriculture (GPS tractors and harvesters), and mining (drilling) industries. While robotics and automation are greatly impacting certain segments, the janitorial and cleaning industry still largely relies on humans to complete most tasks.  However, there are some innovations currently being tested that may impact the industry in the future.  The following…

Should Kentucky public schools consider outsourcing custodial services? As with any significant change, the shift to an outsourced solution will require careful planning and communication. Whether stated or unstated, the following questions will be on the minds of administrators, teachers, parents, and other stakeholders as you consider an outsourced solution: 1. How does the cost of outsourcing custodial services compare to our current cost of using in-house staff? 2. Will the quality of the service increase or decrease upon outsourcing? 3. Can I trust an outsourced custodial services in our facility? 4. Will the current custodial team lose their jobs…

Most janitorial services agreements offer a set monthly fee for a defined scope of work. It is common in the building/cleaning services industry for contractors to quote a “low-ball” price win business. However, when the actual work begins, contractors discover that they have either (a) underestimated the amount of time needed to complete the tasks in the scope of work, and/or (b) they estimated wages such that it is difficult for them to find quality staff.  When either, or both, of these things occur, their profit takes a hit. To counteract this, many cleaning companies simply quit doing all the…

Your company has decided that it is time to make a change in the cleaning/janitorial services at your facility. Your supervisor has asked you to contact a few vendors to obtain proposals. A quick Google search for cleaning companies in your area reveals everything from “Marsha’s Merry Maids” to “ACME Global Facility Services.” So, which is best for your company? There are generally four types of companies in the commercial janitorial services industry. Finding the right type of company to service your facility depends on the size of your facility, your type of business, and what you hope to achieve…

Whether a company or organization chooses to perform their custodial services using an in-house or outsourced solution, one problem always persists: finding and retaining good custodial workers. This article will explore some reasons why it is difficult to locate and keep custodians, and possible strategies to help alleviate this difficulty. REASONS FOR THE DIFFICULTY 1. The perception of the job is poor, and work is under-appreciated. “I mean we aren’t talking rocket science here, how hard can it be to clean toilets and empty the trash?” This actual statement from a prospective client unfortunately describes how many people and companies view…

It happens almost every time. As we are presenting our proposal for janitorial/housekeeping services, the prospective client will begin to flip through the pages of our proposal to find the page where we have detailed our pricing. Knowing the cost to keep a facility clean and tidy is important to facility owners and managers and answering this question depends on multiple factors: Before proceeding with a discussion of these items, it is worth mentioning the obvious. The single greatest cost associated with keeping a facility clean is the cost of labor, and more specifically, how many labor hours are required to keep…