By Cristina Rivera
Sandy Agnos says it best: artificial intelligence (AI) is disruptive technology, and it’s no different for the cleaning industry.
As the Senior Director of Global Business Development of San Diego-based technology company Brain Corp, and robotics industry veteran since 2011, Agnos has always seen robotics as the future. With Brain Corp’s BrainOS™ technology currently powering numerous floor care robots, Agnos believes that AI and robotics are disrupting the cleaning industry–and that’s a good thing.
The recent arrival of robotic floor care technologies has changed the cleaning industry for building service contractors (BSCs) in a number of profound ways. Robots provide BSCs with an effective tool in helping them complete their scope of work. In today’s job market, high turnover rates challenge BSCs to provide the best service possible, and robotic cleaning equipment can complement and support the workforce to ensure an increasingly consistent clean.
Robots also provide reporting. Users can validate cleaning performance and receive helpful operational insights. Leading with technology and utilizing data allows BSCs to leverage robotics as a tool. This edge is imperative in a highly competitive market that renews service contracts every three years in the United States.
“It’s not just a machine,” Agnos says. “It’s a way to better your service.”
Agnos describes the implementation of AI and robotics as a paradigm shift. BSCs looking to implement these innovations should look at their operational workflow and equipment utilization and decide how AI would enhance and complement their current business model.
“Because this is disruptive technology, you need to look at your entire business,” Agnos says. “It’s looking at how you conduct your business, carefully reviewing your workflow, and deciding how to optimize operational processes and help your employees do a better job.”
BSCs must make a firm commitment to AI and robotics in order to successfully incorporate these innovations into day-to-day business. Machines powered by Brain Corp’s BrainOS technology are manufactured by the industry’s leading equipment providers. Players like ICE, MinuteMan, Nilfisk and Tennant offer robotic floor care machines as part of their product portfolios by using BrainOS. It’s the equipment that employees have been working with for years, now simply equipped with robotic capabilities.
“Our ease of use has made all the difference,” Agnos says. “Rather than having a complicated way to deploy a robot, we support the brands people already know and trust, and put the technology in the end users’ hands.”
Many people have expressed concern that AI and robotics will replace employees, but Agnos believes that they’ll actually improve everyday lives for both customers and employees. By allowing BSCs to better understand and support process optimization, innovations like robotic floor care will enable employees to satisfy customers better than ever before.
“You have an industry that is pressed to meet its scope of work,” Agnos says. “It’s been remarkable to see the incredible interest and impact this innovation has had.”
Smart-cleaning equipment, along with the addition of cloud and wireless technologies, appears poised for a promising future. As for what’s next, BSCs can expect to see an increase in smart sensors to monitor consumables and traffic flow, data analytics and decision-making capabilities that, if added to current cleaning regimens, will make commercial cleaning smarter and more capable across environments.
“These are really exciting times… AI is helping advance the cleaning industry by providing employees with an effective new tool,” she says. “Performance and efficiency can be improved with the help of robots and the usage data they provide. Not only is it cutting-edge, it also, quite simply, makes good business sense.”
By Kate Jacobson
When Rene Barrios fled Cuba in 1965, he had nothing.
He arrived in Key West as an 8-year-old kid with only the clothes on his back and a dream that one day he could create success in the U.S. With his newfound freedom, he started working as a janitor for USSI, working his way up to supervisor and eventually opening his own company.
It's that work ethic and passion that drive his children—Roger and Giovanna—to be the best they can be, and to continue to grow and evolve what their father created.
“I never had doubted that this would be my only career.” Roger said.
The Barrios siblings are the momentum of Florida Cleaning Systems, Inc., a facility services company based in Altamonte Springs, Fla. Roger, RBSM acts as the vice president of operations and his sister Giovanna, RBSM, is the chief administrative officer. Their father, Rene, CBSE, is the president and their mother, Ivette, is vice president. While their father oversees the business, it’s up to Roger and Giovanna to make sure everything is operating on all cylinders during the day-to-day.
“When you’re raised in it, it’s in your blood,” Giovanna said. “It’s what you know. It’s what you love.”
From the Bottom Up
The Barrios family has cleaning in their blood. From the time they were teenagers, Roger and Giovanna were traveling along with their father during summer vacations and after school, helping clean the many facilities their father managed.
They recalled their dad picking them up from high school and going to jobs. Once, they were tasked with cleaning new gym equipment in a new country club. Rene took out a rag, gave it to them and put them to work.
“It felt like an eternity,” Roger recalled. “Then four hours later I was done, and I knew this was something I wanted to do.”
Giovanna took a slightly different route. While she always knew she would one day work with her family at the business, she wanted to make sure she sharpened her skills to be savvy in all aspects of business. She attended law school and learned about the administrative tasks it takes to run a business: contracts, human resources and sales, to name a few.
“I don’t think I ever saw myself doing anything else,” she said. “I went to law school for the company, which helps me in many different capacities at work.”
Growing the Family
As the family’s grown, so has the business.
Rene’s first business grew to 300 people before he sold it in 1998. After a brief retirement, Rene and Ivette opened Florida Cleaning Systems, putting his family at the helm. The first employee they hired still works there as an operations manager, and many others have stayed with the company through thick and thin—recommending their loved ones for positions there.
Roger’s wife Addison even works there now, acting as the company’s director of accounting.
“We’re a family, and we employ countless families,” Roger said. “There’s a lot of passion behind this. This is a people-oriented business. If we can take good care of our people, we will have good service for our customers.”
The company also focuses on hiring minorities and promoting within, giving people the chance to move from cleaning floors to a c-suite—like their father once did.
And it’s paying off. The company currently has more than 500 employees throughout Florida and Georgia, with contracts throughout the south. Their main focus of business right now is in airports—they currently service some of Florida’s biggest airports.
But they said the business growing isn’t what makes them feel like they’re a success. Knowing their business is full of respect and love—and knowing their family has their back—is something money can never buy.
“Our parents are extremely proud,” Giovanna said. “They shows us how much they trusts us every day that they let us run the business.
By Kate Jacobson
Janitorial CEOs face a unique challenge. Not only are they running smaller, entrepreneurial businesses, but the people who are part of their company are usually friends, family and community members. 2019 Contracting Success Conference speaker Jordan Tong recently sat down with BSCAI to discuss his upcoming session and what he thinks makes a great janitorial CEO.
BSCAI: Your session is on the “7 Functions of a Janitorial CEO.” What do you think makes a CEO of a building service contracting company different than, say, a bank CEO?
Jordan Tong: Most cleaning company CEOs are running a small company in comparison to banks or other large corporations. In fact, when we think of the term CEO, we envision a big-shot executive on Wall Street. But 99% of janitorial CEOs are running companies under $30 million, and most of those under $10 million. This means that we are more entrepreneurial and in-touch with the happenings of the business. Additionally, our stakeholders are not only owners of publicly traded stock, but they are our family, team, and community. In short, it is a very personal role.
BSCAI: When you break down what the functions of a CEO are, how did you come to the seven you outline in your session?
JT: For nearly seven years, I have been part of a coaching group called C12. The seven functions come out of material I have learned in this group. I think it is important for all of us to realize that running a business, while looking different in a variety of contexts, basically requires the same overarching principles.
BSCAI: What do you think are some common mistakes CEOs make?
JT: As I see it, there are three common errors CEOs can fall into. First, you can get so involved in the day-to-day business that you don’t allow your team to lead, and you neglect the weightier matters of executive leadership. Second, you can become so detached from the company that you neglect your leadership responsibilities. Third, as an owner or CEO, it is easy to think about yourself, your money and your empire but great leaders are focused on the well-being of the people and the corporation.
BSCAI: Company culture can make or break a company. Do you think CEOs value culture enough?
JT: I honestly don’t have enough data to answer that question with any level of certainty. However, I do think we are living in a time where culture matters more and more to workers of all stripes. Every worker is a whole person, and it is not enough for a business to just provide a paycheck. We need to cultivate environments that tap into the whole person. When this synergy takes hold, it really is amazing what a team can accomplish.
BSCAI: For a new CEO entering into the business, what piece of advice would you give?
JT: A key character trait for any successful CEO, but especially in the janitorial industry, is humility. We are a servant-oriented industry. If you want a thriving service culture, you must model that from the top down. The CEO must live it, model it and believe it. If you are unwilling, in principle, to get out in the field and train an employee how to clean a toilet, then you may not be ready for the job.
BSCAI: What do you hope people take away from your session?
My passion is to see building service contractors thrive, and specifically, for small and mid-sized companies to get to that next plateau. Our industry is one where people of all backgrounds can build a great business and have massive impact. I hope this session can cast a vision for what that would look like in your business. I want to give you the tools you need to take your leadership and your company to the next level.
By Kate Jacobson
Women are really making a difference in the building service contracting industry.
While it wasn’t always this way, in the past few decades women have made huge strides to become successful BSCs and leaders in the community. In honor of Women’s History Month, we asked a several women from BSCAI to reflect on their journeys in this industry, as well as what advice they’d give to a young woman just starting in the field.
Nathalie Doobin, President & CEO of Harvard Services Group | BSCAI Treasurer
How have you seen the industry change for women since you started?
“I joined the industry in 2012 and since then, I have seen two significant changes for women of the cleaning industry: 1) More companies want to recruit women for client facing positions partly because the real estate and property management world has more women, and 2) For women looking for career growth and networking, they can now access the ISSA Hygieia Network and its industry mentorship program. Mentors are a critical part of both professional and personal development.
In fact, a 2017 study by professional services firm Egon Zehnder found that only 54 percent of women have access to senior leaders who act as mentors or informal sponsors in their career. Especially in male dominated professions, where women often face even greater challenges building networks and embracing feminine leadership strengths, mentoring has proven even more paramount.”
What advice would you give a young woman starting out in the field?
“Get involved with organizations such as BSCAI where you can get a deeper understanding of your business, but also work on your financial acumen, your resilience and a good understanding of ‘people.’ Seeking mentorship such as the Hygieia Network can also help. Goal setting to set expectations early will increase the mentorship potential success rate. Because “trust” is a necessary component of productive mentorships, ‘fit’ is very important and should not be taken lightly.”
Terell Weg, CBSE, President of MSNW Group LLC. | BSCAI Board of Directors
How have you seen the industry change for women since you started?
“There are more women in the industry than ever before. I remember being fresh out of college and going on bid walks and literally being the only woman there. Today when we do bid walks, most of the time one-third of the crowd are women. It’s a big improvement over the last decade.”
What advice would you give a young woman starting out in the field?
“Find a mentor, soak up all the information you can, become an expert in something, dig into industry events, get connected. The more connections you have, the more you’ll grow as an individual. The peer-to-peer relationships I’ve built over the past 15 years through BSCAI have been instrumental in the development of my career and knowing the path I want to be on.
But there are so many other local peer groups you can join too. Our industry is vast, and there are so many opportunities to have an edge - you just have to discover what that is for you. Find your passion, then study it, own it, and make it known!”
Kathleen Bands, RBSM, Vice President of My Cleaning Services, Inc.
How have you seen the industry change for women since you started?
"Over the last ten years, there have definitely been more women entering the BSC industry, which I feel helps balance the mentality overall. Because there are more women in the field, men began to shift their thinking relating their co-workers to their family members and female friends, which brings another level of respect to the workplace. I feel that there are still unfair advantages for men in our industry that women will never be able to obtain, however, women are defining their own unique ways to compete. Often we find that people want to work with us because we are women-owned. People feel that whether they are a client or an employee, there will be a higher level of care.
I have also seen a shift from competition to collaboration. At BSCAI, there are not that many women-business owners, but the few that we have in our organization have become some of my closest friends. Being able to connect with someone who has your exact challenges, goals, and passion for the industry can help you in some of your most critical times."
What advice would you give a young woman starting out in the field?
"Being true to yourself is one of the hardest things to accomplish, and one of the most important keys to success. You will face challenges every step of the way, but you will earn more respect by knowing your value. Have confidence that you belong in your role, or a higher position, because you have the dedication and skills to execute your responsibilities extremely well. Treat people with respect, kindness, and professionalism and it will be met with the same attitude. You should also lean on great mentors to help guide who you want to become, amidst everyone else’s opinions."
Sita E. Morantz, President and Chief Human Resources and Administrative Officer, Marsden Holding, LLC
How have you seen the industry change for women since you started?
"I started in the industry in 2001 when I joined Marsden Holding as its director of human resources. I have enjoyed many opportunities for advancement at Marsden that have brought me to the role of president and CHRAO today. I consider myself lucky to have landed in a company with a tone from the very top of our organization that is supportive and welcoming of women in management and leadership. Outside of Marsden, I have seen much more activity in our industry in recent years with the formation of women’s mentoring, peer, professional and support groups and I certainly see more women in leadership and ownership roles today than when I started. At Marsden, we have been diligent about non-discrimination and harassment of women in the workplace and this diligence has hopefully given Marsden women a safe, comfortable place to work and progress in their careers."
What advice would you give a young woman starting out in the field?
"I would advise young women starting out in our field or any field to carefully select a company that demonstrates it values all individuals and creates opportunities for everyone to progress in their careers limited only by their own abilities and desires. Bring to that company all that you have to offer and get involved in industry and professional organizations to continue your growth and development. Choose to work where women are valued and encouraged to step forward equal to all others. I would say, “speak out and speak up” for yourself, be unafraid to make your career ambitions known and work hard to make it happen. Finally, I would say to temper your ambition by remembering to align with the needs of the company for which you work, it doesn’t work when it is “all about me” - it needs to be balanced with “all about us.”
By Kate Jacobson
Being a good leader can unlock a career in so many ways. From gaining the trust of peers and customers to leveling up to a new position, those who seek out leadership opportunities have the skills to improve themselves both personally and professionally.
Which is why BSCAI is excited to announce its new certification: Certified Site Supervisor (CSS). This new designation is a symbol of leadership excellence in the building service contractors industry, and is designed for on-site supervisors and other members of the leadership team.
“It’s a training tool for that on-site supervisor role that runs a crew,” said Parker Moore, CBSE, one of the BSCAI members who helped design the program. “It’s going to provide more knowledge to that site supervisor and that account manager for their day-to-day work and to do their job better in general.”
BSCAI started developing the training as a compliment to its other certifications: Certified Building Service Executive (CBSE), Registered Building Service Manager (RBSM), and Registered Building Supply Professional (RBSP). Moore said they wanted to make education tailored to the person who looks at the day-to-day operations; someone who might in the future work their way to a more advanced certification but is still moving up in their career.
This particular certification covers several aspects of being an on-site manager. Some of those things include effective cleaning strategies—like floor care and cleaning chemicals—and also includes more HR-related topics like account management, motivation and front office concerns.
“This covers so much more than just cleaning,” Moore said. “Site managers have to be in tune with the facility they’re in, and they also are often the person representing your company on a day-to-day basis. We felt it was really important to develop training specifically for that individual.”
This one-time certification covers seven modules and never expires. Those who should consider the certification include anyone who manages at least four employees, works with frontline janitorial staff and manages quality control. It is also for those who work in training and office management in an oversight level. These courses are also offered all online, meaning you can gain your certification from anywhere in the world.
Moore said CSS is just another way BSCAI wants to help people improve their lives by enhancing their education. Those with certifications get more promotions, make more money and are more efficient at their jobs, Moore said.
“I feel like each certification—whether it’s the RBSM, RBSP, CBSE or now the CSS—that education is helping the individual be better. Whether they want to get that promotion or they want to be better in the job they currently have, the goal is to make people better.”
For more information about CSS, please visit our website.