I continue to state that the most important person in a custodial account is the onsite supervisor. Of course, I mean someone who is experienced, trained, well supported and motivated to do the job since the position requires a high level of energy and engagement to succeed. Too many supervisors were good workers who got promoted since they had been on the job the longest or were moved into a position temporarily which became permanent by default.

I remember speaking with an onsite supervisor who was adamant that she was only “filling in” and this was not her vocation. When I asked her how long she had been filling in she stated “oh, around five years”. It took me a few months to convince her boss that she was not a good fit. We brought in another person, trained them, supported them and the contract has not had any serious issues since.

On another occasion, it took me over ten years to get a vetted employee moved and replaced with someone who not only understood floor work but was a great communicator, loved his workers and took great pride in his job. When I contacted the customer a few weeks after he started in his position to determine her level of satisfaction and if I needed to drop by while in the area, she stated: “Only if you want to see the cleanest facility in the county!!!” This customer has gone from being an advocate for our removal to our greatest cheerleader simply because we placed someone in the job who could actually do the job as per the specifications. What a concept.

Hire, train and support your supervisors for what they really are: your most important asset.

Your comments and questions are important. I hope to hear from you soon. Until then, keep it clean...

Mickey Crowe has been involved in the industry for over 35 years. He is a trainer, speaker and consultant. You can reach Mickey at 678-314-2171 or CTCG50@comcast.net


posted on 10/21/2016