Manhattan Maintenance Company Executive Summary
Manhattan Maintenance Company (MMC) has provided quality facility maintenance and janitorial services for over twenty-two years throughout the mid-atlantic region. Through customer and employee feedback, corporate adaptation to new technology/procedures and utilization of our customer driven management team, MMC has identified ways to reduce customer maintenance budgets while continuing to customize cleaning services to the specification of each client.
More than ever, today's real estate market is faced with multiple challenges- such as tenant retention in an oversaturated market and reduced corporate maintenance/management staffs and budgets. MMC's executive summary will outline the advantages of utilizing our highly customizable customer service, quality control and maintenance programs to meet the individual needs of our clients.
Typical Janitorial Related Customer Issues Faced when using Other Cleaning Vendors
Hiring the correct cleaning company increases the productivity of purchasing agents and facility managers alike by reducing their activity in facilities related matters/issues. Because MMC has been on the cutting edge of the janitorial industry since 1984, we do not have layer upon layer of redundant management. MMC has been able to expand on our business with each and every client because they feel comfortable that MMC resolves issues proactively with MMC ownership on-site. MMC's proactive actions are especially useful with the following common cleaning related topics:
- Other Cleaning Companies have High Turnover and New People Every Night - The cleaning industry has one of the highest turnover rates in the United States economy. When other cleaning companies are forced to continuously replace existing cleaners with new untrained personnel, the client suffers because of a fluctuation in the cleaning quality. New/untrained cleaners tend to forget special cleaning instructions which imply a lack of effort and understanding which frustrates all parties involved.
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MMC has a corporate turnover rate of under 7% which is minimal compared to the national janitorial industry average of 28.50%. MMC pays our staff above market wages and rapidly promote qualified personnel internally. |
- A Customer's Facility Staff is Spending too Much Time on Cleaning Issues- Managing a facility requires the ability to multitask and prioritize one's time to address client requests/complaints and the needs of the facility. However, when tenants/employees are dissatisfied with the cleaning service facility management must respond. Putting out fires such as cleaning duties detracts from the real job of a facility manager- such as strengthening tenant relations and or completing those items that remain on the property's "to do list." It is not the job of a facility manager to continually deal with cleaning issues that should have been corrected the first time or could have been proactively resolved by an experienced cleaning company.
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MMC dedicates a resident manager at each facility we service to manage the cleaning crew and the relationship between our firm and the client's point of contact; proactively eliminating problems. Our resident managers are promoted internally to assure they comply with MMC's demand for superior performance. |
How MMC Produces the Quality Janitorial Services
Service Issue Resolution
Manhattan Maintenance employees' ultimate goal is perfection in the services we provide- never forgetting a task or an area- but they are human and not perfect. What separates MMC from other vendors is immediate actions taken to identify and rectify service related issues. MMC resolves issues the first time they are identified and does not allow performance issues to fester via our Quality Control Program and use of highly trained and motivated on-site management staff. The MMC Quality Control Program groups cleaning issues into three categories:
- Contract Work
- Complaints or Cleaning Related Issues
- Non-Contract Work- additional services
Via Nextel two-way radios and PALM Wireless Technology, MMC's on-site management is notified immediately of cleaning problems and visits their point of contact to determine the category of the cleaning issue. If it is determined to be a contract work issue the district/area manager is dispatched to implement and supervise corrective actions and retrain the employee if necessary. The registered issue is not closed out in our Quality Control System until a signed copy of the complaint sheet is returned to the account's manager. District Manager's bonuses are based on how quickly complaint sheets are resolved and closed out in MMC's system- which has improved customer satisfaction by 38% since implementation in 1999.
MMC's Operations Department
| Team Member |
Experience & General Capabilities |
| Account Manager- Leila Lara |
Over a decade of Account Management Experience at MMC |
| Operations Manager- Lewis Reaves |
Specializes in Servicing Pharmaceutical and Corporate Clients |
| Project Manager- Oscar Salazar |
Start-up Phase Project Manager |
Manhattan Maintenance Company designs a cleaning program to achieve each client's janitorial goals. Years of industry service and lessons learned have played a critical role in the evolution of MMC's Operations Department. Our Quality Control Department addresses the issues that are most important to each customer and their facility. Specifically, MMC has identified the following as benefits of utilizing our services and industry expertise:
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