Executive Housekeeping Today- August 2008 - (Page 32) frugal (continued from previous page) our jobs as facilities managers to battle anyone. Clearly identify the service that was not provided and what did not happen to ensure the service was delivered as expected. Listen to customers to clearly identify what they expect and what it is that your cleaning operation is able to deliver. This is not a blame game, it is a solution process that should be non-threatening for all. For instance, the customer could complain that the hard floor surface had not been mopped or cleaned because there is a film on the floor. By sitting down with the custodian and talking through the process that he or she used, you could discover that the custodian was using a dirty mop and mixed chemicals incorrectly. This is a teaching moment! Explain the processes and the techniques and then follow-up to ensure that the floor is being cleaned up to expectations. • Follow-up, follow-up, follow-up: When I have talked to customers who have been dissatisfied with cleaning services, I often hear the customer say that the cleaning manager did respond, the area improved for a while, but shortly thereafter, the same problem areas developed. Follow-up right after the complaint to ensure that it was resolved, follow-up again within a few weeks, and then later in a few months. No matter what kind of business we may be in, the receiving of complaints does not make for happy customers, nor facilities managers. Applying a few simple tips on how to break the complaint cycle today will enable us to clean up our act for tomorrow. Seize opportunities now! Carbon Dioxide Emissions by Lauren Riggs Carbon dioxide (CO2) emissions can be easily reduced in building operations. In the United States, buildings account for 40 percent of all carbon dioxide emissions. Within a building, all gasoline and oil machines emit carbon dioxide. Operators and managers are in the unique position to identify mechanical source pollution and take steps to reduce it. At the end of its life, replace a gas powered piece of equipment with the equivalent battery operated one. If using battery operated machinery is not appropriate, consider using corded electrical equipment instead. The use of battery operated equipment gives the building owner and operators the choice to use environmentally-preferable batteries (e.g., gel and rechargeable batteries) and to divert used batteries from the landfill. Similarly, using corded electrical equipment allows the owner and operator to choose the type of energy the machine is operating on—if the whole building operates on renewable energy, so will the machine. Keep the simple idea of retiring gas powered machinery in mind, when planning out next year’s purchasing strategy. Although there are still adverse environmental risks when using batteries and electricity, these potential negatives are within the owner and operator’s control. Gradually reducing oil machinery will lessen your building’s carbon footprint. Lauren Riggs is Coordinator for the LEED Market Department at the U.S. Green Building Council. She may be reached at lriggs@ usgbc.org. Staff Contacts IEHA’s Association Office is open from 8:00 a.m. to 5:00 p.m. EST, Mon-Fri. Call toll free: (800) 200-6342 or (614) 8957166, or fax: (614) 895-1248. Or, write: I.E.H.A., 1001 Eastwind Drive, Suite 301, Westerville, Ohio 43081-3361; or email: excel@ieha.org. Visit us on the Web at www.ieha.org. We have changed to an automatic voice mail system. Dial the appropriate extension listed below for the department you wish to reach. If you are unable to reach the appropriate person, please leave a detailed message; we will return your call as soon as possible. ACCOUNTING: Tax and group exemption information ❈ ask for Beth Risinger, ext. 104. Accounts payable and receivable ❈ ask for Jody Thomas, ext. 105, or e-mail her at jthomas@ieha.org. CONVENTIONS: Seminars, exhibit and registration information ❈ ask for Beth Risinger, ext. 104, or e-mail her at brisinger@ieha.org. EDUCATION: General education information, exam results, self-study courses and information, status of CEH/REH applications, evaluation of transcripts, scholarships ❈ ask for Sarah Larsen, ext. 103, or e-mail her at slarsen@ieha.org. CHAPTER/DISTRICT INFO AND ACTIVITY, REBATES AND MINUTES ❈ ask for Beth Risinger, ext. 104, or email her at brisinger@ieha.org. EHT MAGAZINE: Publisher ❈ ask for Beth Risinger, ext. 104, or e-mail her at brisinger@ieha.org. EDITORIAL ❈ ask for Laura DiGiulio, ext. 102, or e-mail her at ldigiulio@ieha.org. ADVERTISING ❈ contact Barb Burgie at (614) 273-0783, or e-mail her at barb@ burgiemediafusion.com SUBSCRIPTIONS ❈ ask for Sarah Larsen, ext. 103, or e-mail her at slarsen@ieha. org MEMBERSHIP: New membership, member benefits, renewals, applications, prospect packets, dues received ❈ ask for Sarah Larsen, ext. 103, or e-mail her at slarsen@ieha.org. POLICY: Administration, By-Laws, P&P questions ❈ ask for Beth Risinger, CEO/ Executive Director, ext. 104, or e-mail her at brisinger@ieha.org. PUBLICATIONS/RESOURCES: PLACE ORDERS ❈ ask for Jody Thomas, ext. 105, or e-mail her at jthomas@ieha. org. CHECK ORDERS ❈ ask for Jody Thomas, ext. 105, or e-mail her at jthomas@ieha. org. INTERNATIONAL HOUSEKEEPERS WEEK information, specialty items ❈ ask for Jody Thomas, ext. 105, or e-mail her at jthomas@ieha.org. TECHNICAL QUESTIONS: Ask for Laura DiGiulio, ext. 102 or for Beth Risinger, ext. 104. 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@comcast.net. 32 Executive Housekeeping Today/Convention Program 2008 http://www.ieha.org http://burgiemediafusion.com
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