Executive Housekeeping Today - February 2008 - (Page 9) training possible, and train, train, and train again. A well-trained cleaning team is an effective teamcleaning machine! • Customer service: Track compliments and complaints. Make sure that you concentrate on recognizing employees for a job well done, and ensure that complaints do not reoccur. Respond immediately to customer complaints, make sure the complaints are resolved to the customer’s satisfaction, and that the same complaint is not repeated. Non-response to customer complaints and repeated complaints are a recipe for disaster. • Communicate: Communicate daily to the customers the value that your operation brings to the workplace. Value is a key driver in today’s business environment. Custodial services bring real value by enhancing the indoor air quality of buildings and maintaining buildings at their optimal level of cleanliness. Clean buildings can cut down on illness and absenteeism, thus enhancing the efficiency and effectiveness of the organization. Tell your story! Sell your operation. • Price: This indicator was left to the end, on purpose. Cost is an important indicator, so you should be clearly able to demonstrate how much it costs to operate your function, and how your costs relate to prevailing market conditions. Benchmarking in this area is critical. We have expended a considerable number of words in discussing in-sourcing and have consumed enough of your valuable time. However, back to the metaphor of the mirror for a minute: Remember that a mirror can reflect a lot about you, back to you; however, that reflection will be reversed. In closing, maybe one of the hardest and best questions we can ask ourselves is, “Would we hire our own operation to clean our house and are we willing to pay for that service?” As we answer that question, let us daily look in the mirror and make sure that our cleaning operation is reflecting an accurate image, one that encourages continued in-sourcing, and not an inaccurate image that may encourage our leaders to see a different image, one that may cause the vicious circle of outsourcing versus in-sourcing to start all over again. I.E.H.A. Board of Directors President—J. Darrel Hicks, R.E.H. (2-year term) ❖ St. Luke’s Hospital ❖ 232 S. Woods Mill Road, Chesterfield, MO 6307 ❖ (34) 205-6864 ❖ Fax (34) 205-6753 ❖ jdhicks@ieha. org [2006-‘08] President-Elect—Marvin Ellsworth, R.E.H. (2-year term) ❖ Village Shalom ❖ 20 Dawn Avenue, Belton, MO 6402 ❖ (93) 266-8449 ❖ Fax (93) 266-8442 ❖ mellsworth@ieha. org [2006-‘08] Secretary/Treasurer—Eric Bates, R.E.H. (2-year term) ❖ Bethesda Lutheran Homes ❖ 700 Hoffman Drive, Watertown, WI 53094 ❖ (920) 262-6523 ❖ Fax (920) 262-652 ❖ ebates@blhs. org [2006-‘08] Central District—Sherry Sidwell, R.E.H. (4year term) ❖ Community Hospital ❖ 55 N. Madison Avenue, Anderson, IN 460 ❖ (765) 298-558 ❖ fax (765) 298-5836 ❖ ssidwell@ ecommunity.com [2005-‘09] Central International District—Everett McDonald, C.E.H. (-year term) ❖ Cincinnati Northern KY International Airport ❖ P.O. Box 752000, Cincinnati, OH 45275 ❖ (859) 767-3068 ❖ Fax (859) 767-7236 ❖ emcdonald@ cvgairport.com [2007-‘08] Eastern International District—Lorrie Tripp, C.E.H. (4-year term) ❖ University of Connecticut Health Center ❖ 8D Darling St., Southington, CT 06489 ❖ (860) 944-7877 ❖ Fax (860) 679-870 ❖ tripp@adp.uchc.edu [2005-‘09] Florida International District—Debra Archbald, C.E.H., (-year term) ❖ Peabody Hotel Orlando ❖ 980 International Dr., Orlando, FL 3289 ❖ (407) 345-4402 ❖ Fax (407) 3454459 ❖ Debra.archbald@peabodyorlando. com [2007-‘08] Lower Midwest District—David DeLashmutt, C.E.H. (4-year term) ❖ Abel/Sandoz UNL Housing ❖ 860 N 7th, Lincoln, NE 68588 ❖ (402) 472-05 ❖ Fax (402) 472-53 ❖ ddelashmutt@unl.edu [2005-‘09] Middle Atlantic District—Allen McManus, C.E.H. (-year term) ❖ Northern Hospital of Surry County ❖ 830 Rockford St., Mount Airy, NC 27030 ❖ (336) 79-7000 ❖ Fax (336) 79-0302 ❖ amcmanus@nhsc.org [2007-‘08] Penn-Jersey District—Wayne Bledy, C.E.H. (4-year term) ❖ Cadbury Continuing Care Retirement Community ❖ 7 Locust Grove Dr., Cherry Hill, NJ 08003 ❖ (856) 667-4550 ❖ Fax (856) 382-4025 ❖ wbledy@cadbury. org [2005-‘09] Pacific Northwest District—Diana Ronning, C.E.H. (4-year term) ❖ Swedish Medical Center, Environmental Services ❖ 747 Broadway, Seattle, WA 9822 ❖ (206) 386-3436 ❖ Fax (206) 386-2875 ❖ diana.ronning@swedish. org [2005-‘09] Pacific Southwest District—James E. Saley, R.E.H. (-year term) ❖ Waxie Sanitary Supply ❖ 2538 South 3850 West, West Valley, UT 8420 ❖ (80) 972-3295 ❖ Fax (80) 975-7329 ❖ jsaley@waxie.com [2007-‘08] Southeastern District—Floyd Williams, C.E.H. (-year term) ❖ Shriners Hospital for Children ❖ 2203 W. Algonquin Trail, Shreveport, LA 707 ❖ (38) 226-428 ❖ Fax (38) 424-760 ❖ fwilliams@shrinenet.org [2007-‘08] SouthWest District—Louanna Henning, R.E.H. (4-year term) ❖ Four Seasons Resort & Club Dallas at Las Colinas ❖ 450 N. MacArthur Blvd., Irving, TX 75038 ❖ (972) 77-0700 ❖ Fax (972) 77-256 ❖ louannahenning@sbcglobal. net [2005-‘09] (Interim Contact for SWD) Anna Rodriguez, R.E.H. ❖ (956) 350-7000 ❖ anna.rodriguez@hcahealthcare.com Upper Midwest District—Linda Dueno-Dufek, C.E.H. (-year term) ❖ Manitowoc County Court House ❖ 00 S. 8th Street, Manitowoc, WI 54220 ❖ (920) 684-047 ❖ Fax (920) 683-2749 ❖ lindaduenodufek@co.manitowoc. wi.us [2007-‘08] W © Copyright 2008. Alan S. Bigger and Linda B. Bigger. Alan Bigger, R.E.H., is the Director of Facilities at Earlham College in Richmond, IN, and President of APPA. Linda Bigger is a freelance editor. E-mail them at frugalperson@insightbb.com. Mark Your Calendar! International Housekeepers Week September 14-20, 2008 Log on! www.ieha.org February 2008/Executive Housekeeping Today 9 http://www.ieha.org
For optimal viewing of this digital publication, please enable JavaScript and then refresh the page. If you would like to try to load the digital publication without using Flash Player detection, please click here.