Better ROI and Smarter Facilities Outsourcing

New Article Details Benefits, Challenges and Strategies in Facilities Management

Corporations, life science and healthcare facilities, residential properties, public venues and more are increasingly leaning into partnerships to manage their facilities. Unfortunately, not every relationship will prove to be a winning investment. In a new Facilities Net article, Jonathan Peck, UG2 senior vice president of operations, shares how he has helped the teams at UG2 hone and refine their customer service and relationships—an approach that consistently brings the highest customer satisfaction and retention rates.

“Success depends on the type of partner you choose, how you manage them, and whether your goals and culture are aligned,” Peck writes in How Smart Facility Management Outsourcing Can Propel Your Business Forward.

Peck begins by distinguishing strategic partnerships from transactional relationships. A true facility management professional develops a strategic, solution-based partnership with every customer. The right provider acts as an extension of your team, working to understand your needs, operational challenges and long-term goals. Instead of being one more aspect of your job to manage, a strategic partner shoulders the burden and brings peace of mind. That requires a proactive approach that leverages data and technology to focus on asset longevity, energy efficiency, and streamlined operations. A strategic and innovative partner with broad expertise across disciplines will take these benefits even further.

He urges customers to pursue partners with a culture of excellence. Successful partnerships are built on trust, but how do you know you can rely on a particular provider? Peck lays out several factors to keep in mind.

1. Accountability. Look for a partner who sets clear goals based on key performance indicators—one that measures their performance and makes the data accessible to you.
   
2. Transparency. Your expert provider of choice will keep you informed about their efforts, accomplishments, progress and plans. Inquire about their communication strategies and technology and alsoask about the involvement and availability of their leadership team.
   
3. Proactivity. A leading FM team will take a future-forward approach. Rather than waiting for issues to arise, they’ll prioritize recommendations that enhance services and operations with a proactive, detailed plan.

Investigate their approach to training and retention. In facility management, as in many industries, the competition for talent is growing as veteran workers leave their positions and fewer young professionals enter the skilled trades. Facility management partners that succeed in attracting and retaining talent do so through robust employee development, real mentorship practices that allow for a two-way flow of information and expertise, and a strong history in labor relations to maintain an engaged, fulfilled and productive workforce.

Test their technology acumen. Emerging technologies and automation can elevate facility services, drive efficiencies and reduce costs. Leaders in FM should be adept at understanding and implementing these technologies. Artificial intelligence, for example, can have a role in everything from optimizing HVAC loads and performance to completing effective skills assessment across teams. Look for providers who are operating at the leading edge of technology, with the expertise, talent and foresight to recommend solutions—and even develop their own.

Choosing the right outsourcing partner to manage your facility takes some effort, but the potential return on your investment is enormous. Read more of Jonathan Peck’s expert insights at facilitiesnet, or contact UG2 to talk through your questions and concerns.

Going Above and Beyond for Our Customer and Community

Storm preparedness requires continuous planning, training, coordination and refinement, but the overwhelming impact of Hurricane Helene and the extraordinary ways our teams stepped up offer a lesson in how having the right people on your side can make all the difference.  

As we shared in an earlier blog, UG2 benefits from seasoned professionals who inform our approach to emergency preparedness. They work closely with our teams, beginning with core best practices and building on those to create highly individualized plans tailored to each facility. Those detailed plans incorporate lengthy checklists, assign roles linked to key constituents, and include clear communication protocols that enable real-time monitoring of progress and emerging issues. And as always, our collective planning and decision-making prioritize safety above all things.

Helene’s Recovery Efforts

As Helene wrought destruction, headlines, articles and images captured the storm and its aftermath for the public. Still, the reality communicated by our teams on the ground in North Carolina shocked even the most experienced among us. The human toll of these storms was traumatic to witness, even from afar. But our teams moved through indescribably difficult events with extraordinary professionalism, demonstrating, time and again, their care, compassion and seemingly endless capacity for creative problem-solving. UG2 team members not only went above and beyond the call of duty to support our customers but also protected one another and stepped up for the community as a whole.

Just a few examples of hundreds of remarkable actions taken by UG2 employees:

• UG2 employees and their family members volunteered with a local church, Montmorenci UMC, before the storm arrived, picking up Manna FoodBank supplies, transporting them to the church, and unloading them in preparation for a community market. Such efforts are essential in a community where over 50% of the people have food needs.
• Our team also set up center barriers at mall entrances, assisted IT in running wires from the roof through the office to get the office back online and worked with our customer’s roofing vendor to check on roof leaks and HVAC units of tenant spaces.
• Employees who were unable to return home safely due to flooding spent their time helping to clean and sanitize the mall, removing down trees and shrubbery, and clearing parking lot drains to keep the lots from flooding.
• Team members drove to a community 2.5 hours away to pick up essential supplies and transport critical items to an operational post office.
• Our employees who had their power and water restored volunteered to do laundry for others and even opened their homes to provide access to showers.

“I know that people have seen the devastation online,” one employee wrote, “But it doesn’t compare to what we have seen on the ground. Businesses, bridges, roads, homes… all have been swept away. It’s been difficult all around, but everyone has remained very hopeful, grateful, and thankful that we are together. It is a family. We needed one another and were able to provide that support and love.”

We are beyond grateful to our employees and awed by their compassion and their action in the face of life-threatening circumstances. There’s no one else we would rather have on our teams and by our side.

Expressing Gratitude for the Time, Talent and Tenacity of our Janitorial Crews

It’s National Cleaning Week, and we can tell you without hesitation that our cleaners are the best in the business. But you don’t have to take our word for it—we have it in writing, many times over, from grateful customers. Here is just a sampling of thank you notes we recently received:

“Your cleaning staff have been phenomenal lately! They are wiping down walls from when we previously had furniture and even dusting the lighting fixtures.”

“Our nurses would like to shout out to our UG2 team, as we know they always work hard creating a clean and welcoming environment and also turning over rooms quickly and efficiently to allow for patient throughput.” 

“Thanks to you and your team, I take pride in the cleanliness we see in all the areas of the building, and I know our customers are getting a good first impression as they walk through the door, enter a conference room, or walk down the hallways.”

“A heartfelt thanks to your team for all their efforts taken, not just recently but over the last two years, to raise the levels of cleanliness in the hospital.”

Given the wide range of contributions our cleaners make, it’s never a surprise to hear such words of praise. A day in the life of a UG2 custodian is nearly impossible to capture. In part, that is because every hour of every day is different, and packed with the highly detail-oriented steps, processes, and procedures specific to their individual assignment. It is also difficult to capture their impact because, as packed as their schedule can be with tasks, every one of our cleaners tends to go above and beyond in their duties, impressing not only our customers but their colleagues and supervisors in their efficiency, problem solving, and attention to the small things that have a big impact.

At any given moment, you might glimpse a UG2 cleaner: disinfecting the breakroom at an office park, restocking the patient-safe cleaning products at a veterinary hospital, wiping down row upon row of seats before the show in your favorite music venue, attending a university training on new campus safety guidelines, checking the portal for new workorder requests at a multi-family residential property, or one of hundreds of other tasks that make facilities shine.

And for every act that’s on their daily checklist, there is a quiet act of kindness, whether it’s holding a door open, making an extra recycling run to keep things spotless during an important presentation, calling a frequent visitor by name, or going above and beyond to help a new student’s family on move-in day.  

We recognize how fortunate we are to have such generous, hardworking, highly skilled problem solvers on our team. That’s why we are committed to supporting our people in every way we can, from remaining accessible and responsive when the unexpected occurs to equipping them with the latest innovation and technology. We offer ongoing professional development through our training academy, mentoring, and Learn with Leaders program, we take an active interest in their career plans and priorities, and we strive to offer pathways to a fulfilling and rewarding career.

So, cheers to the janitorial staff who do so much to keep us comfortable, safe, and healthy. We know we can never acknowledge them enough. You might not have time to send a note next time you notice a cleaner going above and beyond, but if you let them know it in the moment with a heartfelt thank you, you will be sure to brighten their day. 

Reflecting on the Parellel Practices between Facility Engineering and Healthcare

Practicing healthy habits and staying on top of wellness checks sounds like solid advice you might hear from your family doctor. That same language is prevalent in discussions about ensuring optimal operations in buildings and facilities.

As an Engineering Manager in UG2’s Northern California region Paul Faleschini is deeply familiar with the systems and strategies that work to keep buildings operating optimally. He finds the metaphor useful, whether he’s sharing his expertise in an industry publication like IFMA’s Facility Management Journal or breaking down UG2’s approach for a customer.

Partnering with the right Operations & Maintenance team means benefitting from a professional trained to diagnose issues before they cause irreversible damage or setbacks that interfere with everyday life.

Performing daily wellness checks. Maintaining a healthy facility begins with following a schedule of daily system inspections. When experienced O&M facility engineers take the lead on these regular checkups, they can quickly and accurately detect potential problems — and take action.

Arranging for annual air quality assessments. Cost cutting measures should never include skimping on the system maintenance that is critical to sustaining air quality. Just like humans require annual physicals, healthy facilities rely on annual inspections by a professional who tailors the assessment to the specifics of the building.

Being proactive about healthy habits. Maintaining our health can mean adopting proactive strategies around diet and exercise. A similar approach to preventative maintenance helps facilities can avoid equipment failures and their domino effect. Sewage systems, HVAC, and fire, life, and safety require that O&M create and follow schedules that align with industry standards.

Ensuring access to urgent care. Problems and flareups can be unpredictable and require quick and accurate diagnosed as well as an action plan. Partnering with a provider that offers 24-hour mobile maintenance gives facilities a huge advantage.

Trust your care to an expert. Getting the right diagnosis is important for both people and building equipment. The majority of building systems use a building management/automation system (BMS/BAS) which provides performance data in real-time. If the system alerts engineers of poorly performing equipment, an inspection can take place using electrical meters, pressure gauges, and other tools to find the route of the problem.

Consider a second opinion. Just like a medical diagnosis, a second opinion can be quite helpful when attempting to pinpoint a problem and come up with a cure. Seeing the equipment issue in person and having a team of experts is key. This is especially true now that a lot of building systems are automated. Sensors don’t always detect what someone can see first-hand.

Invest in wellness. FM teams know that keeping systems and buildings healthy leads to comfortable and safe workspaces which in turn, attracts occupants. One study even showed that tenants pay 4-7% more for healthy certified spaces.

All in all, when a facility is in poor health, it affects both people and businesses. Following these best practices will promote long-term wellness and provide immediate peace of mind. If you’d like to take a deeper dive into proper healthcare for buildings, access Paul’s article here or get in touch with us at UG2.

The Forward-Looking Contributions of Our Facility Engineers

This week marks National Engineers Week, and this year’s theme, “Design Your Future,” is particularly fitting for UG2’s facility engineers, who consistently operate at the leading edge of their industry at a time when preparing for the future could not be more critical.

At any given moment, UG2’s outstanding facility engineers are working tirelessly, behind the scenes, to keep facilities all over the country working properly and efficiently to support the countless people and processes that rely on them.

Following is a mere sampling of the extraordinary breadth of their work to ensure facilities meet constantly changing demands with next-generation technology, resources, practices and protocols.

Elevating a University’s CMMS to Boost Efficiency and Productivity. In higher education, and also other industries, a streamlined and effective computer maintenance management system (CMMS) is essential for operations, but the process of transitioning systems can pose risks and difficulties. One of UG2’s longtime customers, a leading university, entrusted us with a complex and time-sensitive project to upgrade their CMMS to a system that dramatically streamlined operations, reporting and problem-solving. UG2’s facility engineers accomplished the task seamlessly and the outcome exceeded all expectations.

Retrofitting a Cooling Tower with Engineering Excellence. Through a thorough capital planning process in partnership with UG2, a customer identified repairs to the cooling towers of a 1980s-era high rise as a priority. UG2’s team first completed a full upgrade of the chiller plant with state-of-the-art equipment before taking on the cooling towers. Our on-site facility engineers, seasoned experts, agreed that a retrofit approach would be ideal, allowing the main structural components to stay in place while the interior underwent a complete overhaul. The team carefully managed the critical programming, sequencing and testing that set the facility up for long-term success.

Partnering With a Customer to Secure LEED Gold Certification. Achieving LEED Gold is a complex prospect that not only requires niche expertise, but also demands excellency in collaboration, communication, and unwavering attention to detail. UG2 brought all of those qualities and more to a project involving a 213,000-square-foot facility that had earned LEED Silver in the past. The property owner wanted to go above and beyond, and their research told them – correctly – that UG2 would be the partner to take them there.  

Retro-Commissioning to Conserve Costs and Energy. New and emerging technology and automation have made retro-commissioning the approach of choice when it comes to bringing aging buildings into the present and equipping them for the long term. UG2 benefits from a deep bench of experts in facility engineering who are working at the forefront of the industry, and our approach to training and information-sharing accessed through our Centers of Excellence and Training and Innovation Lab means their insights and guidance are supporting our facility engineers across the country as they lead complex, collaborative retro-commissioning projects.

I am tremendously fortunate to work alongside facility engineers who add value to every facility they touch, who share and seek knowledge and go above and beyond in all they do. Their expertise is unrivalled, and the generosity of their approach to mentoring and managing the next generation of talent is serving facilities across all industries, preparing our buildings to meet the demands of the future.

The UG2 O&M Team Leads the Way

Securing LEED Gold certification is a complex process — but one with major return on investment if approached with the right partnerships in place. That’s the well-earned perspective of a customer in the real estate development industry who engaged UG2 in just such an undertaking.

The building in question had earned LEED Silver certification in the past, but this property owner knew that elevating the 213,000-square-foot facility to LEED Gold would bring significant energy savings. The property owner was well versed in conducting LEED certifications and looked to UG2 as a strong partner adept at managing the critical auditing and documentation requirements.

Leveraging UG2’s Experience and Credentials

UG2 has consistently achieved the prestigious CIMS-GB with honors certification from ISSA and has a history of excelling at delivering comprehensive services aligned with LEED criteria. We exceed the industry standard for green building, quality systems, management commitment and more. Impressed with our stellar record and reputation for effective partnerships, the property owner worked with us to develop an action plan.

1. The ASHRAE audit requirement

Pursuing LEED Gold certification begins with American Society of Heating, Refrigerating, and Air-conditioning Engineers (ASHRAE) audits to understand the building configuration, define the type and nature of energy systems, and identify potential energy improvements.

UG2 Maintenance Technicians Miguel Escalada and Shawn Lowry led their team in performing the detailed audit, which included a comprehensive lighting review, compilation of preventative maintenance tickets, and run-time hours for all relevant equipment.

2. Documentation and monitoring

Gold certification requires that a building earns at least 60 points in categories from energy efficiency and water conservation to indoor environmental quality. Miguel and Shawn were already maintaining detailed records, completing regular water and electrical sub-meter readings, and documenting the preventative maintenance tickets, LED upgrades and added occupancy sensors.  

In line with UG2’s core values, the team went above and beyond, doing daily incoming and water disposal readings that exceeded LEED’s requirements to ensure they would get ahead of unanticipated issues.

3. The handover

UG2 excels at collaboration, communication and transparency—all critical components for a daunting and complicated effort like pursuing LEED Gold. The team thoroughly and seamlessly provided all the documentation and information necessary to their counterparts on the facility’s team, setting the project on track for obtaining the coveted gold.

Strategies for Success

Prioritize communication and coordination. Clear communication is important in all aspects of facility services. It’s especially critical in LEED certification projects where prompt and timely collaboration is needed between the customer and their partner. UG2’s ongoing and transparent communications ensured the property owner could effectively keep tabs on the project’s progression and trust the results.

Document everything meticulously. According to Tim Higgins, UG2 Chief Engineer, “Miguel keeps meticulous records on everything. This helped ensure a very seamless LEED documentation process. Because his team takes readings daily and adheres to a strict preventative maintenance schedule, we always have all the information the customer might want on hand, whenever they wanted it.”

Choose the right partners.  Nothing is more important to UG2 than maintaining trusted relationships and helping our customers achieve their goals. The facility owner chose UG2 for this project and others based on our clear record of excellence. Close collaboration through regular meetings and the close involvement of company leadership sets the tone for a strong, successful relationship where everyone is on the same page.

We are honored to have been entrusted with this exceptional task—and incredibly proud of our team for stepping up and demonstrating how UG2 continues to raise the bar on facility services. Do you have questions about partnering with UG2 to achieve something big? Get in touch today to explore the possibilities.

New Article Offers Strategies for Long-Term Sustainability

Sustainability initiatives in higher education settings are increasingly common. Yet those settings are uniquely complex when it comes to ensuring success, as discussed in a new Facilities Manager article by Maggie Walsh, UG2 vice president of strategic partnerships and solutions. In The Human Element: Driving Campus Sustainability Forward, Maggie lays out the challenges inherent to creating long-term sustainability programs at universities, and identifies best practices to overcome them.

The following are highlights from Maggie’s article, published in the magazine’s January/February 2025 issue.

Sustainability Challenges Inherent to Higher Education

• Ensuring participation of diverse stakeholders. While we all know that stakeholder buy-in is essential to successful sustainability efforts, higher education communities include different populations with a vested interest in outcomes. College presidents, business officers and board members may have priorities that differ from those of students, parents, faculty and staff. Also, with such a large and varied population, including many visitors attending events, you are certain to encounter differences in buy-in of day-to-day practices.
  
• Creating continuity amid constant change. Sustainability effectiveness programs’ long-term effectiveness relies on some degree of continuity. Campuses serve populations that are always in flux, with existing students graduating and new students, faculty and staff arriving. Leadership changes are not infrequent at many universities, compounding the problem.

• Changing ingrained behaviors. As with any population, changing behavior is hard—and the challenge is magnified when combined with differing levels of awareness and commitment in a community with a wide range of stakeholders. Maggie notes that building new habits like taking shorter showers or using bikes or shuttles to travel across large campuses might meet resistance.

• Coordinating across large campuses. Higher educational facilities typically have distributed campus operations. Different buildings with varying functions—from labs, classroom and dorms to dining halls, performance venues and office spaces—make for logistical challenges when it comes to coordinating sustainability efforts and maintaining best practices over the long term.

Best Practices to Build Engagement

• Develop tailored training and education. Much of UG2’s success with customers and employees alike relies on our success at creating customized services and tailored teams. Campus sustainability efforts must be personalized for different stakeholder populations.You might focus faculty and staff training on integrating sustainability into their professional roles, for example, while, with students, you hold interactive workshops and hands-on activities such as recycling relay races and energy-saving challenges.
  
• Encourage facilities management teams to lead by example. As with any effort to integrate best practices, consistently modeling good behavior is key. When expecting stakeholders to recycle, save energy, reduce trash or compost, change requires that every member of the FM team sets an example, perhaps even showcasing sustainability projects or improvements to demonstrate the impact and benefits of recommended practices.

• Involve the community and recognize success. Community engagement efforts could range from campus cleanups, Earth Day events and sustainability fairs to educational signage, well-designed posters and materials, and recognition programs that honor those who go the extra mile.

• Make sustainability easy. Adherence to sustainability efforts is much more likely when we make it easy for people to participate consistently. This means, for example, locating large and clearly labeled recycling bins in the right locations, installing water-filling locations to encourage the use of refillable water bottles, and adding bike racks and repair stations across campus.

• Prioritize data collection, reporting and feedback. Demonstrating the success of your programs can go a long way toward getting different communities to buy in. Consider introducing real-time dashboards that track key sustainability metrics, sharing sustainability data widely, and creating channels for students, faculty, and staff to provide real time feedback.

While the diversity of stakeholders and ever-changing environments of college campuses can pose difficulties, the prevalence of sustainability efforts among higher education campuses means the commitment cuts across different stakeholder groups. UG2 is proud of our success at supporting customers as they build and maintain truly impactful programs over the long term. Read Maggie’s full article here, and get in touch if you’re interested in learning more about our offerings.

How Facility Services Teams are Successfully Integrating Artificial Intelligence

UG2 operates at the forefront of innovation and technological advances in the facility services industry, and our experts have been leading the way in understanding how artificial intelligence can propel our work to new heights.

Matthew Deehan, who manages UG2’s facility management solutions team, recently published  a five-step readiness guide in Facility Executive to help organizations prepare for AI and make the most of its potential. The article comes at a critical juncture—extraordinary change is on the horizon, and the time for leaders to act is now.

AI Done Right: The 5-Step Readiness Framework outlines a number of components that are key to a successful AI adoption strategy:

1. Create a stakeholder task force. The immediate need is to establish a cross-functional task force. This initiative should be led by facility managers but should include active representation from all critical parties. That means involving: the facility services experts who know the day-to-day operations AI can impact; IT personnel who are positioned to weigh in on technical, informational security, and data integrity concerns; representation from your legal team to speak to compliance and governance; and external facility services provider partners who oversee service delivery.

2. Establish AI objectives. Because the sheer number of places AI can intersect with our work is overwhelming, the work of the task force should begin with identifying and prioritizing goals and objectives. The discussion might yield a strategy that emphasizes, for example, decreasing costs by a certain percentage, reducing unplanned equipment downtime and lengthening life cycles, and enhancing tenant relations with tools that improve communication and response times.

3. Assess your data availability and integrity. Facility services, like most industries, is increasingly data driven—but ensuring that you are using data to your greatest advantage can be a challenge. Leveraging the tools and capabilities that allow you to access useful data in real time requires intention, expertise and a strong data-strategy foundation that answers questions like whether you have adequate sensors in operation, what it would take to budget for the most strategic data collection, and how to approach and implement related training for employees.

4. Prioritize security. Leaders and decision makers must take a security-first approach to AI. This involves a wide range of issues, from establishing policies to protect confidential company information and individuals’ personal data and ensuring vendors’ data is protected to developing and updating data privacy training for all employees and ensuring compliance with regulations such as those dictated by HIPAA and OSHA.

5. Evaluate AI solutions as they emerge. Solutions are emerging faster than we can keep up with them. That means the work of your task force will be ongoing, and urgent. Every facility has unique needs, goals and vulnerabilities. Ensuring your approach continues to serve your organization and stakeholders will require continuous evaluation. Relatedly, the cost implications of AI implementation must be considered going forward. The cost-savings promise of AI has long term potential, but initial setup and ongoing integration will create new expenses.

While the challenges of thoughtfully planning and integrating AI can be daunting, its benefits will be transformational to the industry and may bring advances and improvements at an unprecedented pace. We encourage you to read Matthew Deehan’s full article in the December 2024 issue of Facility Executive, and we will continue to grow and share our expertise as these exciting developments play out.

Innovating to Advance Facility Services in the Year Ahead

In 2012, when a group of us set out to realize Lou Lanzillo’s vision of a premier facility services company, we had a number of things going for us. One was our combined expertise in facility services. We knew the industry inside and out, and no one was better equipped to create a company that could deliver in a climate of heighted competition.  Another was our shared commitment to continuous improvement, which meant building on proven strategies with innovative practices that would keep UG2 at the forefront of the industry and elevate the industry with us as we soared to new heights.

Looking to the year ahead through the lens of all we have accomplished, I am thrilled to report that UG2 is poised to advance the industry in unprecedented ways. We are in a moment when our efforts and diligence are intersecting with tremendous growth and extraordinary opportunity—and we are primed to take full advantage and provide new strategies, practices, and technologies to the customers who have helped make it all possible.

Expanding our footprint has meant deepening our expertise. The recent past has been a time of explosive growth at UG2. We have approached every aspect of that expansion thoughtfully and deliberately, making sure to center the foundational values that enabled us to excel. We refused to accept any dilution of our expertise—in fact, growing our customer accounts has allowed us to deepen our knowledge bench.

We’ve added new centers of excellence and attracted additional subject matter experts. Our emphasis on knowledge-sharing and access means that every team across the country benefits. And because we strive to be citizens of our customers’ industries, we are learning from a whole new customer base and gleaning new insights and approaches to share across the entire company.

At the intersection of all that expertise is a commitment to innovation that will propel our practices, our company, and the industry as a whole to new levels of achievement in 2025.

We are reinvesting in ourselves to advance progress and our customers’ best interests. UG2 is a privately held company. We answer to our customers and our leadership teams, not shareholders. That status allows us to fully focus on investments and enhancements that ensure we are delivering our very best for our customers and our employees.

In 2025, our customers will continue to benefit from strong local teams with regional knowledge and understanding of their local markets, with all the advantages of a company with national reach. Every frontline employee is backed by the country’s top subject matter experts, with access to the newest technology, most advanced training, cutting-edge innovation, and data-informed process improvements.

Our teams – and customers – are reaping the rewards of our state-of-the-art Training & Innovation Lab. UG2 prioritizes rigorous continuous education at the core of our delivery model which differs from the typical “one and done” approach implemented by others.

In 2025, our first-of-its-kind training lab will continue to drive efficiency and innovation. Unique to UG2, the lab’s virtual platform allows us to tap the best talent to deliver a wealth of training opportunities and to offer that catalog to every employee, regardless of location.

The Training & Innovation Lab is not a standalone effort. Our emphasis on mentoring allows experienced workers to transfer knowledge to those new in the trade, and vice versa. Our professional development opportunities provide less experienced employees a path to advancing their careers with new skills and certifications, as they contribute to UG2’s always-evolving effort to build and improve on proven practices.

As always, in 2025, UG2 will continue to excel thanks to our teams’ diverse expertise, broad range of experience, and outside-the-box problem solving. I have never been more proud of all we are bringing to the table, or more excited to see where all that talent and commitment will take us in the new year.

Growing Our Footprint, Preserving Our Values

As I look back on 2024, I am reflecting on what it means to maintain our identity and to continue to honor our values as a company even as we expand and grow.

UG2 has passed several major milestones in recent years. We’ve expanded our partnerships, launched new Centers of Excellence in different parts of the country, and even earned recognition as the largest janitorial firm in our hometown of Boston.

Growing successfully as a company means replicating the practices and protocols where we already excel—but equally important is continuing to focus on our people and our purpose.

Finding purpose in our work is critical given the amount of time and energy we dedicate to our jobs. At this moment in time, it can be more challenging than ever to discover and hold onto that meaning—for all of us regardless of our jobs and for facility services professionals in particular. The same technology that eases our daily tasks can impede opportunities for human connection. The demands placed on us as individuals seem to increase exponentially even as technology is supposed to reduce our burdens and stress. And for our teams on the front line, especially, much of what they do is unheralded, with their efforts, contributions and sacrifices often happening in the background.

I hope that our employees receive some kind of reminder every day that their jobs make the world go around, even if that reminder is in the form of a simple thank you from a satisfied customer, a grateful smile from a visitor, a laugh with a coworker or a word of recognition from a supervisor. UG2 employees go above and beyond in their work every day, and it is their commitment to collaboration and their dedication to excellence that has enabled UG2 to succeed more than any other factor.

And it is the earned trust of our customers—who not only have faith in our purpose but take the time to build real relationships with our people—that allows us to grow and thrive as a company.

For me, being at the helm of this extraordinary company brings purpose to me every day. I am never more content than when I am surrounded by the people who make this job possible and make my role here the privilege of a lifetime.

Throughout the hustle and bustle of the holidays, I hope the gifts you receive include moments to reflect on what brings you meaning, and that you have the time and opportunity to reconnect with those people and experiences who bring you joy and fulfillment.

Wishing you every blessing this holiday season,
Lou

How UG2’s Values and Family Culture Build Stability Amid Change

My nearly 45 years in facility services have given me more things to be grateful for than I can ever count. One benefit of that longevity is the unique lens it gives me for viewing and understanding our industry’s past, present, and future.

Though outsiders might not appreciate or understand this reality, we know that facility services is the furthest thing from a stagnant field. We experience this firsthand. Changing practices and partnerships, advances in data and technology, companies emerging and consolidating, industry leaders making professional moves — all of this change means we have built our careers in a field that is constantly evolving. 

Over the past months, there have been times when it felt like every day brought news of some change, movement, or transition. Sometimes the news of the day caught me off guard, while other times the announcement was something I’d seen coming — but even shifts I’d anticipated sometimes have had the effect of leaving me a little unsettled simply because they have been coming at a rate so fast and furious.

When the world around you is shifting so dramatically, it’s natural to feel a little off balance, even when you are confident the change will put you on more solid ground in the long run. But, fortunately, having spent more than four decades in this industry, I can see the constants threading through all of that change and transition: The people behind UG2 and our unyielding commitment to service, teamwork, and our relationships with one another.  

When we take care to nurture our partnerships and recognize and prioritize the individuals who are in this with us, our relationships not only survive the changes — they come out stronger than ever. For UG2, our employees and our customers are our family. That might sound like a cliché, but it is the reality I witness every single day, and it gets at the heart of why I am still doing this work after taking my first job with the UNICCO Service Company in 1980. I am filled with love and appreciation for the people doing this work alongside me.

Change is not always a choice, but your decision to partner with UG2, whether you count us as your employer or your provider, is a choice you have made and continue to make that I will never take for granted. I am so grateful to you for being part of the UG2 family, for trusting in us to innovate, grow, and navigate this ever-changing landscape. We excel at what we do because of that trust you place in us. And one thing I can say with certainty is that the more things change, the more our fundamental commitment to you as an irreplaceable part of our UG2 family remains forever the same.

Our Winning Game Plan Strategy

At UG2, we strive to be good citizens of every industry we serve, whether we’re helping a commercial property gain a competitive edge, curating a welcoming destination for higher education students, enabling groundbreaking research at a life science facility, or optimizing uptime for a manufacturer.

But we admit we find particular pleasure in working with our public venue customers, whether with a university arena, city civic center, or major league stadium. Part of the thrill comes from our own enthusiasm, as fans, for sports matchups and arts performances. But a major factor is that the joy of competition or celebration is simply infectious. We love seeing people of all ages revel in the excellence of their favorite artists and athletes. And we take deep pride in our skill at making their experience as joyful and memorable as possible.

What better time to examine our place in that history than on American Football Day? Fall and football are inextricably tied together in much of the country, from Homecoming games to Thanksgiving broadcasts. American Football Day is celebrated on November 5, honoring the history of American’s most popular spectator sport.

On American Football Day – just like any other day of the year – you will find UG2 employees maintaining the public venues entrusted to our care. Our roles vary and are tailored to the unique needs of each customer and facility, but the full-service, round-the-clock attention required generally involves our stellar Operations and Maintenance teams who are monitoring the entire facility and checking the plumbing, electric and HVAC.

Here are some of the ways we put our skills to work to enhance the overall experience at a public venue:

Janitorial Services. Our teams make sure fans are greeted by sparkling clean restrooms, concourses, vendors stations, and retail areas, all sanitized and serviced throughout the game using environmentally sound methods and supplies.

Stocking and Special Area Servicing. You’ll find UG2 employees unloading deliveries and stocking supplies like vendor equipment and paper goods, cleaning and supplying sky boxes, corporate boxes, suites, green rooms, VIP areas, and locker room areas.

Delivering Pre- and Post Event Services. Team UG2 is on hand toset up and clean up for pre-events such as team meet-and-greets or VIP receptions, manage giveaways, and support any added entertainment on the field or court. Along the way, we’re mopping up spills, wiping down seats, clearing away confetti, and returning the facility to pristine condition—over and over again throughout the day.

Taking on Special Services. We’re often tapped to reconfigure spaces for events and meetings, conduct an off-season deep cleaning, or manage specialized care and maintenance of tile, woodwork, carpets, and glass surfaces.

The aspects of preparing for events are broad and complex, and we work very closely with our customers to ensure we think of absolutely everything. Our teams use many types of detailed checklists to stay organized. But it is of course the interpersonal interactions that stay with us, from making sure a fan with accessibility needs enjoys a smooth experience to responding to security inquiries to simply making sure there is a fresh batch of supplies in the restrooms.

We put our public venue practices to work with the other kind of football too – as well as every other imaginable event held in a public arena. Today’s facilities are spectacularly outfitted and equipped to hold events like concerts, graduations, and commemorations, and we have niche expertise in the lighting, sound and other specialties such as parking and events that allow such celebrations to go off without a hitch.  

Whoever you cheer on this weekend, whether it’s the home team you celebrated growing up, the college teams that had you tailgating in your early twenties, or the squad you follow in your adopted hometown, know there is a secondary team like UG2 in the background making every first down possible.

Stepping in and Stepping up to Accomplish Whatever the Day Demands

Facility services managers are the backbone of every well-run building, juggling a multitude of tasks that keep operations seamless and spaces functional-all while maintaining customer satisfaction.

Working at the forefront of the industry while managing different teams and maintaining near-perfect customer satisfaction rates requires a mastery of services and functions. The professionals leading our facility services teams wear many hats.

While their responsibilities may vary from day to day and facility to facility, all bring expertise in the following roles:

Sustainability Steward. Our management professionals and teams drive sustainability excellence for our customers. UG2’s commitment to environmental stewardship underpins every aspect of our services, from our collaborative approach to identifying customers’ goals to the equipment and products we utilize in their spaces.

Empowering Teams through Leadership and Mentorship. UG2 focuses on recruiting talent who demonstrate standout skill sets and a commitment to excellence. Developing that talent into elite teams—and retaining them for the long term—requires the best in management, training and mentorship, and we have our managers to thank for contributing those factors. This is essential in an environment where organizations are constantly competing for a shrinking talent pool.

Safety Advocate. With the guidance of our in-house experts and the leadership of our facility services managers, UG2 achieves high safety ratings across the board. We incorporate hazard mitigation into every interaction, reward safe behaviors, and leverage both leading and lagging safety indicators, and incorporate audits, self-inspections, risk and hazard assessments and JSAs.

Quality and Performance Manager. Through our use of industry-leading quality management solutions, we monitor workflow in real time and address potential issues as they arise. We leverage data to track, inform, measure and share systems management and process improvement efforts.

Financial Advisor. Our commitment to our customers means consistently delivering savings through offerings like preventative maintenance, bundling services, efficient allocation of staff and resources, occupancy planning, in-house emergency maintenance, and smarter capital planning and asset management.

Tech Guru. Intuitive apps and software that monitor services and systems. Technologically supported retrofitting. The use of data analytics and knowledge management to drive continuous improvement. These are just a few examples of UG2 leveraging technology to achieve the best results and the highest level of service.

Communicator and Collaborator. Communication is key at UG2. We don’t just focus on technical skills; we value soft skills too, ensuring seamless collaboration between our UG2 teams and our clients. In times of emergency, we’re the ones making sure critical information gets through-whether that’s a message about a power outage or a system back up.

Our facility services managers support nimble teams of skilled employees, ensuring they continue to build on their knowledge of best practices and new innovations. No matter the challenge, our facility managers are always prepared to go above and beyond, ensuring your operations run smoothly every day. At UG2, we’re not just meeting standards-we’re setting them.

How Our Teams Keep the Country Running

Facility services is about so much more than cleaning floors, freshening up the air, and replacing burned-out bulbs. Those tasks are, of course, essential — but they capture only the barest understanding of the role of facility services providers.

Although our front-line employees are some of the hardest working people you will meet, they are also among the humblest. You will never catch them seeking credit or acclaim – in fact, you are more likely to find them politely addressing concerns and issues for situations they have no control over.

But if you pay close attention, you will share in our awe for all that our teams accomplish in maintaining spaces that are accessible, enjoyable, and safe for the people who frequent them.

Every day across the country, our UG2 teams:

Protect people from injury and illness. We prioritize safety in all we do, and that takes many forms, from specialized employee training to an unmatched safety audit program to the exclusive use of proven tools, technologies and practices.

Provide employees with work environments that allow them to stay engaged, productive and happy. We strive to maintain spaces that help our commercial and corporate customers attract and retain talent, maintaining sleek, polished and inviting spaces with the amenities and technology that help people perform their best.

Make the difference between a living environment that is adequate and one that truly feels like home. When it comes to multi-family residential properties, we create open, inviting spaces that cater to health and wellbeing, with indoor and outdoor spaces that promote community and advance wellness.

Enable researchers to discover new treatments and innovations. World class universities, life science & biomedical firms and pharmaceutical companies are striving for a better future for all of us — and they trust UG2 to support their work with everything from HVAC and clean power supply to lab services, incubators, room pressurization and more.

Help healthcare providers to deliver the best care to their patients. UG2 works behind the scenes at some of the most respected medical facilities in the country, delivering the highest level of service through a combination of industry expertise and site-specific training.

Offer students of all ages safe environments to study, learn and grow into the next generation of leaders. From flourishing landscapes to pristine buildings to impeccable operations, UG2 brings a special touch to the complex challenges of running a higher education campus.

Make it possible for data centers and manufacturers to keep our industries successful and competitive. Our comprehensive services, including asset management and preventative maintenance expertise,help reduce or eliminate damage to physical assets and the costly repairs that accompany them, and lessen the occurrence of unscheduled downtime.

Support retailers in offering experiences that impress even the most demanding customers. From enclosed shopping malls to outdoor lifestyle centers, UG2 is the provider of choice for elite retail properties, ensuring pristine spaces, spotless surfaces, and an atmosphere designed to delight.

Deliver thrilling, safe, memorable sports and entertainment experiences. We bring the wow factor to a range of events at convention centers, concert venues, theaters and sports arenas, with comprehensive services that keep high-volume spaces operating flawlessly.

Develop and execute safety plans that protect people, pets and properties. We customize and continuously refine our safety and storm preparedness plans based on our customers’ evolving needs, safety drills and audits, and continuous integration of emerging best practices.  

That is quite a list, and it is still just the tip of the iceberg! Next time you are entering a college campus, shopping center, sports arena or healthcare facility, take a minute to think about the many, many people who make navigating those spaces possible. And if you have questions or concerns about your facility services solutions, get in touch with UG2 today.

UG2 Helps Modernize a Customer’s Computerized Maintenance Management System

Decisionmakers at leading universities know, as well as anyone, how important it is to have a streamlined, highly functional and effective computer maintenance management system (CMMS). However, for the same reasons those systems are so essential, the prospect of changing systems and transitioning them brings to mind many potential pitfalls if anything goes wrong.

Fortunately, for one university, their longstanding facility services relationship with UG2 meant having access to the expertise required for a smooth and successful transition.

A Complex, Time-Sensitive Transition

Higher education — like healthcare, corporate, life sciences and manufacturing — presents a specialized environment where data and information systems are paramount. UG2 brings deep expertise in delivering comprehensive services in all those industries and more.

Our long-time customer was well aware of our expertise when it became clear they needed to upgrade their CMMS. They relied heavily on the CMMS, but the ten-year-old system lacked the technological advances that would make it truly effective. The team was expending precious time and resources on tasks like manual data entry, number crunching and work order tracking.

UG2 recommended replacing their current CMMS with a modern Prism system that would streamline operations, improve reporting and inform decision-making. Even better, UG2 proposed an accelerated timeline that would maximize the short window when classes were paused for winter break — and promised to maintain service levels throughout the transition.

A Tailored Solution Brings Remarkable Results

In close collaboration with the customer and drawing on our deep bench of expertise as well as our knowledge of the university’s needs and challenges, we laid out a tailored solution. We would ensure complete, accurate data by placing barcodes linked to Prism on every asset, automatically recording serial numbers, attaching photos, and uploading the custom task library and preventative maintenance procedures. We would also set up accessible, intuitive, customized dashboards that will be useful to support staff and students, faculty and food services users, event management professionals, and, of course, the FM teams.

Finally, we would train users on the new system while keeping the older CMMS live in the background, just in case.

In less than two months, the project was a complete success, bringing lightning quick-communication, faster work order resolution, a strong preventative maintenance program, instant reporting, informed decision-making, and targeted employee allocation. All of these outcomes were delivered in the agreed-upon time frame, without a hitch.

A Satisfied Customer with Major Props to Team UG2

UG2’s primary focus is making the transition and ongoing operation of a CMMS system as easy for each customer as possible. In this situation, we exceeded customer expectations, yielding a customer satisfaction score of 95%. Given our foundational promise to always go above and beyond, our customer knows they can count on that level of service far into the future.

Knowing the customer well helped, but UG2 excels at delivering the same level of service to our newest customers, too, with a collaborative approach and onboarding process that ensures we understand their needs inside and out.

Do you have questions about the benefits of integrating a CMMS at your facility, or about improving an approach that you’ve found isn’t fully working for you? Our experts would be happy to talk it through.

Individualized Plans Build on Basic Principles

Adverse weather events are a threat to our customers’ safety and to their facilities’ integrity, operations, and checkbook. From snow, wind, and ice storms to hurricanes, tornadoes, and flash floods, the potential for disruption is a universal — and growing — concern for facilities across the country.

When it comes to preparedness, UG2 leverages our deep bench of expertise for a tiered approach that we adapt and customize to every facility’s unique needs. Tasks are different depending on the customer, season, and location.

A storm warning might find us storing equipment and securing the property, arranging sandbags and clearing drains, fueling vehicles and filling gas cans, or tackling any number of responsibilities while carefully monitoring weather reports and communicating with all parties.

The core elements of our storm preparedness planning include:

Detailed plans with assigned roles and checklists. We involve our team and yours in planning. Together, we identify the key players responsible for tasks and outline a strategy to exchange updates on progress if an emergency arises. 

Transparency and communication. We regularly revisit our communications plans with customers and make sure everyone, including each tenant or team member, knows the best route for reporting issues, obstacles, and concerns.  

Strict adherence to preventative maintenance. Neglected and deteriorating property is much more vulnerable to damage. Long before problematic weather systems come into play, we’ve already taken the most critical steps necessary to protect your facility and equipment.

HVAC, plumbing, and electrical system security. UG2 has highly skilled technicians on deck trained in all areas of operations and maintenance, armed with the latest technology and innovations.

On-call mobile maintenance. When you partner with UG2, our certified technicians are available 24 hours a day, seven days a week to immediately resolve emergency mechanical, electrical and general maintenance issues that arise in storm preparation or recovery.

Attention to fire safety equipment installation and inspections. We collaborate closely with fire safety officials and first responders to ensure their personnel and ours are well versed in a facility’s access points, equipment, and controls. 

Preparation for power outages. Our teams are always prepared with an adequate supply of flashlights and batteries, portable chargers, and power banks, and we take extra care to inspect generators, surge protectors, and safety equipment on a regular basis and in advance of inclement weather. 

A safety-first response. Safety depends on advance preparation, which is why the topic is prioritized in all of our meetings and trainings, with leadership involved in developing protocols and a point-person deploying action steps when a safety plan is activated.

As with all of our services, customization is key, and we continuously refine our storm preparedness plans based on our customers’ evolving needs and ever-changing equipment as well as on incident reviews and emerging best practices.  

Do you have concerns about your facility’s preparedness for adverse weather events? Get in touch, and we will connect you with one of our subject matter experts.

A Recent Article Published by APPA Facilities Manager Magazine, Spotlights Practical Strategies for Workplace Development

One of UG2’s founding principles is a commitment to developing the next generation of facility services talent, and we have tested and refined the best strategies to advance that goal over the past decade. Lauren Lanzillo, Vice President of culture and community for UG2, shares her insights on the topic for Facilities Manager. She outlined a comprehensive approach to confronting a challenge that is impacting our customers and peers across the industry, as skilled technicians approach retirement and employers struggle to recruit new talent into the trades.

We share some highlights from Lauren’s piece below and encourage you to read the full article—or get in touch with us—if you’d like to explore the topic in depth.

Lauren draws from her experience and encourages managers and leaders to:

Build strong personal relationships. UG2 emphasizes relationship-building—not only with our customers but across our company, too. As Lauren points out, managers must put in the work to develop authentic, mutually beneficial relationships with the people they supervise. It helps you better serve their interests, which helps them to grow professionally and, in turn, improves their commitment and capacity to deliver excellent customer service.

Work to better understand the whole person. Seeing the people you manage as people, not just employees, means continuously learning about what motivates and inspires them, striving to identify the work environment in which they’ll thrive, and investigating and noting their short and long-term career aspirations. As those employees feel increasingly understood and supported by you, they’ll be invested in performing better—and will very likely stay longer.

Initiate career conversations. UG2 invests a lot of time and professional development on improving communication. Ongoing discussions about career goals are key to understanding an employee’s wants and needs—and getting ahead of stress and burnout. Encouraging honesty and fostering trust are essential to making sure these conversations go beyond superficial exchanges.

Teach self-empowerment and encourage lifelong learning. People thrive when they can take the lead in their professional development. Prompt the employees you manage to voice their interests and advocate for themselves. Talent, strength and personality assessments can help them identify and leverage their strengths, envision a path to future success, and craft a plan toward achieving attainable objectives.

Create development plans—and see them through. Understanding employees’ goals, motivations, and habits allows managers to create informed plans for professional development. To make sure such plans are effective, you should tailor them to the employee’s goals as well as their skills gaps. You can include hard- and soft-skill training, suggest mentoring opportunities, and set milestones. Then follow through by connecting them with others and fostering an appetite for networking and connecting. This will help them build relationships and extend their professional reach.

In her conclusion, Lauren points out that in facility services, our employees are our greatest assets – and retaining them is growing ever more difficult. A recent Harris Poll has the data to back this up: One-third of hiring managers believe their organization will suffer more employee turnover this year than last year, and 73 percent say turnover places a heavy burden on existing employees.

Following these tips will go a long way toward closing the gap in employee satisfaction. Read more in Lauren’s full article in Facilities Manager, and—as always—we’d love to hear from you on this topic and others important to developing the next generation of talent.

Exceeding Expectations with Outstanding Service

UG2 excels at customer satisfaction, and our relationships with our luxury multi-family residential customers epitomize that five-star service. In fact, our reputation for high performance in this type of environment has made it one of our fastest growing service areas across the country.

We begin from an understanding that when it comes to high-end residential spaces, your tenants—and your team—don’t have time to waste on repair delays, red tape, or unanswered requests for assistance. Fortunately, with UG2, they won’t have to. Here’s why.

We are already experts in meeting expectations. UG2 has perfected the customer response model at specialized multi-family residential buildings coast to coast. Of course, we also excel at customizing our solutions quickly and effectively, so as we get to know your property and your people, we continuously refine our approach.

We stay ahead of their requests. Every time a residential unit turns over, our expert team jumps into action inspecting, updating, repairing, and replacing every inch of it, from paint and flooring to energy-efficient appliances and A/C units. They have perfected preventative maintenance, inside and outside of your building, to guard against surprises.

When they need us, we are already there. Our response time is unmatched because we are on the ground, in house, and immediately available—with the capacity to connect instantly to a wider team of expert facility engineers and certified technicians. If our on-site team can’t handle a tenant’s request, we have resources at our fingertips who can.

We don’t get our feathers ruffled. We model accountability, transparency, communication and relationship-building at every level of the company. We train our teams in the soft skills required to navigate high stress situations and complex dynamics. It’s easier to take ownership of an issue and problem-solve when you know management has your back and will recognize you for it.

We attract top talent. UG2 recruits and develops the most dedicated, hardworking employees in the market—professionals who care deeply about their work and embrace every opportunity to learn, well beyond their best-in-class training. Our teams work seamlessly with contributions from several key positions:

• Superintendent/resident manager.  As chief engineer, this position oversees day-to-day operations—the mechanical aspects of the building such as boilers, chiller plants, cooling towers, A/C, and heat pumps. They know the building and residents well and run a tight ship 24/7.

• Front of house team. The door attendant and concierge/front desk attendant greet visitors, manage tenants’ requests and packages, and input work orders for a speedy response from the responsible professional.

• Mechanic/handyperson, maintenance technician and janitorial team. These essential team members report to the resident manager and keep things running like a well-oiled machine.
• Day porter, cleaners, gardeners and landscapers. Consummate professionals, these talented individuals maintain a pristine, inviting environment, outdoors and in.

As amenities increasingly become part of the package, our teams expand with the specialized expertise for optimal facilities management. And thanks to our reputation for excellence and strong partnerships in the industry, UG2 has the relationship to bring in outsourced services for specific needs from elevator and fire pump maintenance to oversized chillers and water treatment.

Facility services for multi-family residences is a highly complex undertaking that requires expertise ranging from facilities engineering to five-star customer service delivery. As much as any other customer base, our multi-family residential building customers demand the best of UG2. We take great pleasure in going above and beyond the highest of expectations.

Behind the Scenes at the NBA Finals

There’s nothing like hearing the final buzzer when your team has officially won the game—and you can be sure that feeling is over the top when the game happens to be the NBA Finals in your hometown, and you are the facility services partner caring for the beloved and storied arena where your home team holds court.

The Boston Celtics has been exciting to watch this season but especially during playoffs on their journey to the Larry O’Brien Championship trophy. Our facility services teams feel a sense of pride when they are putting a shine on every surface, buffing floors, and triple-checking HVAC, air filters, plumbing and lighting. We invite you to take a behind-the-scenes look at what a typical day is like for our teams.

While fans were cheering on the C’s Jaylen Brown and Jayson Tatum, we were sweeping and restocking, communicating needs via phone and radio, and keeping every surface and floor sparkling clean. But long before fans began filing in, the UG2 team was onsite to prepare the facility.

With upwards of 125 UG2 employees onsite and on the job, here is a window into what happens in the typical 24 hours before, during, and after the big game.

First Shift: Pre-Game Warm-Up

The food services staff are arriving to prep their stations as their trusted suppliers bring by deliveries to unload. Team UG2 is fanning out across the facility, and leaving nothing out of place as we go through our detailed checklists of areas to deep clean, sanitize, and stock, coordinating our efforts as a team the entire time. Facility engineers are monitoring the chillers, HVAC and critical equipment for the entire venue to make sure everything will run efficiently and smoothly without a hitch. We are conducting continuous sweeps, flagging potential issues before they become a problem, and leaving in our wake sparkling clean restrooms and concourses.

The Celtics and Mavs are in the house! While the teams take to the pristine court floor for warm-ups, we do another pass through the rest of the arena, making sure there is proper air circulation with climate control, double checking all surfaces, and making sure walkways are ready for thousands of bodies in motion.

The energy is electric, and we catch the adrenaline buzz. There is nothing like being in an arena full of fans, and we soak up the excitement to keep us energized for the entire event.

Second Shift: Game On!

Showtime! Our teams are trained and cross-trained for the specific needs of every aspect of the venue, from the locker rooms to the concession areas to the VIP suites. We are continuously adjusting our focus to where it is needed throughout the event—monitoring restrooms for any issues such as plumbing, cleanup and supply needs; emptying trash and recycling and lining cans with a fresh bags; flagging and cleaning up spills; and communicating with team members to ensure every area of the arena is covered at all times.

Safety concerns override all others as we remain mindful of the fast-moving crowds and potential for slips and falls. Every team member is equipped with a radio to communicate any issue they see; a dispatcher gets the right person to take care of every need, in the moment.

We remain committed to attentive, five-star service and we go above and beyond to ensure every visitor has the most positive experience, win or lose—extending into the well-maintained stairways and escalators as they leave the game.

Third Shift: Post-Game Show

After the Celtics win, their jubilant fans eventually make their way safely out of the arena. We pass the baton to a fresh UG2 team, who arrive ready to transform the arena to its pristine state of cleanliness for the next event. They leap into action, attending to every seat, station, corner, and crevice. Arenas are busy facilities that often host multiple events in a day. Our work will continue with our teams working to meet every deadline and exceed expectations of visitors to the arena for every planned event. We are ready whenever they need us.

The Boston Celtics is raising banner 18 for their NBA Finals victory. Before they clinched the championship title, they tied with the Los Angeles Lakers for the most titles in league history. Known for their iconic green uniforms and shamrock logo, the team has a rich legacy of success. After the final championship game, Jaylen Brown was named Finals MVP – the highest honor that is awarded to the top-performing player on the winningest team in basketball.

Growing Our Impact While Staying True to Our Roots

It’s no secret—and no accident—that since our founding in 2012, UG2 has grown significantly in strength and in numbers. Over the last few years, especially, our successes are multiplying in every industry we serve and in every region across the U.S.

Late last year, after more than a decade of hard work, UG2 landed the coveted #1 spot on the Boston Business Journal’s list of largest janitorial companies in our home state of Massachusetts. Today, we’re one of the largest privately held facility services companies in the  country.

Growing Organically by Earning New Business

We’re deeply proud not only for our growth, but of the way we’ve achieved it. The facility services industry has experienced a great deal of change and transition in recent years, with many of our competitors expanding their footprint by acquiring other established companies in our industry.

UG2’s approach is the exception—as with everything we do. We have grown organically by adding customers and building up our talented employee base to respond to the growing demand.

We excel at what we do, so customers hire us, and we can then hire and train local, boots-on-the-ground talent. We then build further by adding to our bench of national subject matter experts and regional centers of excellence that support our local teams and offices. This organic, sustainable, and thoughtful approach to growth—combined with our remarkable customer retention rate—has brought us to the place we are today. It has also allowed us to stay true to the core values, mission, and approach we envisioned before we ever signed our very first customer.

Keeping it Personal With Our Customers

Since our inception, we have been committed to bringing our customers all of the attention and flexibility of a small family business, but with the benefits, tools, and resources of a large and established organization. As we have grown, that commitment to exceptional, personalized service has guided our decision making every step of the way.

By refusing to sacrifice any aspect of our close working relationships with our customers and ensuring the hands-on participation of executive leadership, we’ve strengthened our partnerships with customers and vendors and continued to enhance our service delivery model..

With Growth Comes Gratitude

Though we often say we feel very fortunate, our achievements are not the result of luck or happenstance or being in the right place at the right time. Our position as one of the largest privately held companies in the industry is a testament to our dedicated and passionate leadership team, the unmatched talent and commitment of our employees at every level of the company, and the deep and abiding relationships we have built with our customers.

This is the path we envisioned when we founded UG2, and we are  thrilled to be on this journey.

We’re Advancing Sustainability: Thanks to Our People, Partnerships and Core Values

As we mark the 55th celebration of Earth Day, the message of sustainability is no longer regarded as a complement to an array of services but is an urgent topic of everyday planning and innovation that permeates all aspects of facility services work. UG2 excels in our sustainability initiatives thanks to the very formula we use to solve problems across all our five-star services: Innovation plus real relationships equals success.

Through our rapid growth and expansion over the past few years, we have been able to scale up our sustainability efforts to match that growth thanks to the core values that ground our work. Those foundational values help us elevate the standard of excellence, yielding sustainability practices that have earned us recognition as leaders, innovators and changemakers who think outside the box.

Our commitment to true sustainability and our success in going above and beyond in that commitment are apparent in the ways we:

Adapt practices to different customers’ varying needs and goals

Sustainability can become its own waste of resources if organizations take a cookie-cutter approach. To be successful with sustainability in the facility services realm, plans need to align to each specific building or organization, as each customer and setting brings its own unique goals, needs and obligations to fulfill.

As citizens of our customers’ industries, we work closely with our customers to identify what makes sense, and we continuously revisit and refine our approach to incorporate feedback and lessons learned and reflect evolving circumstances. We love nothing better than when our leadership partners with a customer to come up with something exciting and unique, like our rooftop beekeeping project.

Operate to the highest standards

Our methodical and disciplined business approach incorporates the idea that short term actions have long term consequences, a concept at the heart of sustainability practices and environmental stewardship.

Maintaining that discipline as we engage with our work as citizens of our industry and our customers’ industries—all while investigating and adopting cutting-edge technology—is how we elevate facility services as a whole and sustainability practices specifically.

Earn accolades along the way

Introducing meaningful sustainability practices in your operation can be intimidating and time-consuming—and our customers understandably worry about the impact on their bottom line. UG2’s deep bench of expertise and nimble approach to introducing change has won us the gratitude of countless customers and recognition in the form of awards—from our customers and from the industry.

We have been honored time and again for achieving excellence, sustainability, safety, and quality as a facility services industry leader. That tells us our teams are doing right by our planet and by our customers, which makes us incredibly proud.

Contact us to learn more about our approach to sustainability.

UG2 Demonstrates How Data Informed Practices are Better, Faster, More Efficient – and More Cost Effective

When it comes to facility services, the future has arrived. Industry leaders like UG2 are accessing real-time data and leveraging select data alongside technological advances from sensors and facial recognition to artificial intelligence and cloud-based solutions. At UG2, combining those advances with a relationship-based approach to service delivery is bringing customers the best of all worlds.

Data has allowed UG2 to level up our services across the board, ensuring:

Cleaner facilities, around the clock. With sensors continuously collecting accurate building occupancy, we know exactly when to clean and disinfect surfaces; restock dispensers with soap, hand sanitizer, and paper towels; replace HVAC system filters; and swap out trash and recycling.

Streamlined asset management, repairs, and work orders. Building maintenance technologies provide us with critical data like electric, gas, and water meter readings that allow us to monitor usage levels, anticipate maintenance needs, gauge the cost effectiveness of repairs versus a run-to-fail approach, and minimize downtime in either case.

The right expertise on hand every time. Estimating how many hours will be needed for each task is far more precise when asset management data is integrated with information about available labor, including their various trainings and certifications, administrative time, and local licensing requirements.

More efficient processes. Tracking time and activity has never been easier than now when technicians (and even tenants) can enter requests and information into systems with the scan of a smartphone. Our work orders are fully digital, and our chosen platforms continuously streamline processes by mapping out our experts’ availability with anticipated and emerging needs. 

Increased safety. UG2 puts safety first in all that we do, and that includes collecting and managing data to inform safety practices and risk management performance, as well as integrating systems to allow for collection of critical data, incident reporting and prevention, and faster response time in a crisis.

Reduce down-time, maintenance, and repairs. Simply having access to data doesn’t ensure more efficient processes, and too much data can even bog things down. UG2’s data management technologies identify urgent issues through data visualization dashboards that make it easy to share and report on facility services performance. This allows our teams and yours the ability to maximize the data’s impact and value.

UG2 partners with you to identify and leverage the most effective data use

Our relationship-based approach to customer service means that people are just as important to the equation as getting the data right. From onboarding through ongoing check-ins, we work with you continuously to clarify and quantify your goals and measure progress. We also establish and monitor the right KPIs for transparency and the ultimate accountability.

Acting as extension of your team—and going above and beyond—means identifying ways we can do better and integrating the latest advances into our services. 

The right data has allowed us to completely transform service delivery for our customers. If you want to learn more about how data-informed practices can support your facility, we are happy to share examples of how we’ve helped organizations like yours use data to improve performance while keeping costs down.

Honoring Our Cleaning Heroes

ISSA, the worldwide cleaning industry association, is hosting the first-ever International Cleaning Week, March 24-30, 2024. Building on the success of National Cleaning Week over the past four years, this commemoration marks a significant milestone in recognizing the importance of cleanliness and cleaning professionals on a global scale.

UG2 supports raising awareness about the importance of quality cleaning and is privileged to celebrate the invaluable contributions of our dedicated cleaning staff nationwide, who work behind the scenes to ensure pristine clean, healthy, and safe environments for all.

As we honor this special week, we take a moment to celebrate the teams that embody UG2’s core values and commitment to cleaning excellence.

Working Behind the Scenes

Behind every tidy workspace, college campus, commercial building, public venue, or life science laboratory space lies a hardworking team that serves as the backbone of cleaning operations. From day porters and janitors to custodial managers and supervisors and every role in between, UG2 employees possess a deep understanding of the attention to detail needed to provide the best service to our customers.

Although these employees may work quietly or before/after operating hours, their impact on our customers’ facilities is tremendous. From ensuring smooth operations to mitigating safety hazards to assisting customers and tenants, or responding to timely concerns, they are truly the glue that holds every facility together. 

Building a Culture of Appreciation

We believe that a culture of appreciation is paramount in fostering motivated and engaged teams. From employee appreciation events to personalized tokens of gratitude to words of thanks, we ensure that our cleaning team feels valued, respected, and appreciated. We welcome honest and open communication to make sure every team member has the resources they need to succeed.

Empowering Our Teams

At UG2, we understand that investing in our teams’ growth and development is crucial to maintaining the highest standard of service excellence. That’s why we provide ongoing training, support, and opportunities for advancement within our organization. By prioritizing continuous improvement and learning, we equip our teams to stay on top of industry best practices and the latest innovations.

As we celebrate International Cleaning Week, UG2 reaffirms our deep gratitude and recognition for the commitment and professionalism of our cleaning staff. Their tireless efforts and ability to meet high standards are the driving force behind the success of every facility we serve.

By ensuring that every space remains clean, safe, and welcoming, they fulfill a vital role in our organization. Let us continue to embrace the spirit of gratitude and recognition, not only during International Cleaning Week but every single day.

A Testament to Cleaning Excellence and Customer Satisfaction

We are thrilled to announce that UG2 has attained the prestigious CIMS-GB Advanced by GBAC with Honors certification once again. This certification amplifies our unwavering commitment to excellence, sustainability, safety, and quality as a facility services industry leader. 

Let’s dive into the significance of this certification and its implications for both our customers and our organization.

Understanding CIMS-GB with Honors Certification:

CIMS-GB, or Cleaning Industry Management Standard for Green Buildings, is a comprehensive and rigorous certification program developed by ISSA – The Worldwide Cleaning Industry Association. UG2 has fulfilled all the criteria needed for our CIMS-GB assessment, which demonstrates our capabilities of delivering environmentally friendly services that are tailored to exceed customer expectations.

UG2 has successfully completed the assessment of the six key areas of management systems and processes:

• Quality systems
• Service delivery
• Human resources
• Health, safety, and environmental stewardship
• Management commitment
• Green buildings and service

Key Benefits of CIMS-GB with Honors Certification

Environmental Responsibility: 

By upholding the principles of CIMS-GB, UG2 showcases our dedication to sustainability and environmental stewardship. We prioritize the use of eco-friendly cleaning products and methods, minimizing waste, and maintaining sustainable practices. It also helps our customers achieve points under the US Green Building Council’s LEED for Existing Buildings: O&M.

Customer Focus and Continuous Improvement: 

The CIMS-GB with Honors certification signifies our position as a quality-driven and customer-focused organization. It separates us from our competitors by demonstrating third-party validation of our commitment to going above and beyond. 

This certification also highlights our core value of continuous improvement. It provides us with the framework to allocate resources effectively, deliver services efficiently, and adapt to the ever-evolving needs of our customers and their respective industries.

Cost Efficiency and Long-Term Sustainability:

UG2 allows our customers to reduce costs while we work on ensuring a sustainable business model for a long-term partnership. By streamlining our operations and adhering to the highest industry standards, we optimize efficiency and provide immense value.

UG2’s achievement of CIMS-GB with Honors certification is a testament to our dedication to excellence, sustainability, quality, and customer satisfaction. As a certified organization, we are committed to delivering superior customer service while prioritizing the health, safety, and well-being of both building occupants and the planet. 

Our vision is to set the standard for excellence and create the next generation of leadership in the facility services industry. With CIMS-GB Advanced by GBAC with Honors certification, we continue to raise the bar for excellence in our industry.

Boston-based Team Recognized for Their World Class Service

In the facility services industry, achieving and maintaining excellence is not an easy feat. It requires dedication, attention to detail, and strong leadership. In 2023, our UG2 team guided by Account Manager, Shawn Amaral, received a remarkable achievement, the 90-90-90 Award. This accolade demonstrates not only the highest quality scores and customer satisfaction, but a commitment to the toughest cleanliness standards.

Understanding the Award Criteria

To grasp the significance of this award, it’s important to understand the criteria and how it is measured. Facilities must achieve both a quality score and a customer satisfaction score of 90% or above for a consecutive 90-day period – which is a rare occurrence. 

Quality Scores

To measure quality, inspectors randomly select spaces throughout the building to evaluate for cleanliness. The scoring criteria are based on the evaluator’s proprietary program. They look at the finest details like corners and edges, particularly paying attention to areas that are commonly missed.

Customer Satisfaction

The inspectors conduct 40 inspections throughout the facility. As they perform these inspections, random occupants – such as office administrators, receptionists, or patrons – are selected to rate the building’s overall cleanliness. A rating of 1 being the worst and 5 being the best.

These scores are converted into percentages to calculate an average. For example, a 5 would be a 100% rating or a 1 would be a 20% rating. These scores must remain at 90% or above for 90 days to achieve the 90-90-90 award.

Shawn Amaral’s UG2 Journey

Shawn joined UG2 in January 2023, coinciding with the UG2 contract start date for this customer account. However, his journey at this site began in September 2022. With two decades of facilities experience, Shawn brought a wealth of knowledge to the table. As Account Manager, he has been instrumental in steering the site towards success.

Transforming the Cleanliness Rankings

Upon Shawn’s arrival at the site, cleanliness rankings hovered around 80-85%. Luckily, he wasn’t deterred. Shawn introduced new tools and better equipment for a refreshed approach. By analyzing prior inspection trends, he also identified key areas for improvement to better understand where scores were lacking.

Shawn went the extra mile to go through the deficiency trends with his team, even taking them to the areas where these deficiencies were spotted. The staff started to become more and more motivated to improve the scores, which in turn increased every month.

“They would send me text messages like ‘We can do this!’ and ‘We’re going to get into the 90s!’” Shawn explains.

After months of improvement, they finally met their goal and met the award’s strict criteria. The cleaning staff is very proud of their accomplishment, and they are united in their determination to stay in the 90’s.

The Formula for a Winning Team

Shawn continuously highlights transparency and communication. Coaching individuals one-on-one, recognizing the strengths of each team member’s working style, and emphasizing accountability contribute to the team’s success.

By encouraging the team to voice concerns and bring attention to potential issues, he has instilled a sense of shared responsibility. This has allowed the team to have “more eyes on the prize” as Shawn calls it.

But Shawn does not want accountability to stop when it comes to him. As a leader, he makes it a priority to remind his team to let him know if he misses something because “no one is perfect”.

Celebrating Success

Winning the 90-90-90 Award was a moment of sincere gratitude for Shawn and his team. The group was recognized with a special celebration dinner. They were extremely grateful for the support exhibited by our customer and UG2 executives, who recognized all their hard work.

Even though this award is a significant milestone, Shawn remains focused on maintaining the high standards required for excellence, and his team is on the same page.

“We have a great team here and a great support system with UG2.” Shawn proudly notes. Shawn Amaral and his team exemplify how determination and hard work can lead to unparalleled success. Not only do they represent UG2’s commitment to continuous improvement, and customer satisfaction, but they also stand out as a shining example of stellar teamwork. Congratulations on this amazing achievement!  

Heartwarming Notes from Our Beloved Customers

At UG2, we pride ourselves on our deep relationships with our customers, and know that those successful partnerships are often a reflection of our employees’ commitment to go above and beyond in all they do.  

While it’s hard to put into words how much these relationships mean to us, our customers often find a way to do so, sending along kind notes, kudos and compliments that seem to arrive when we need them most. Those missives make every challenging day worthwhile. We have them posted around our offices as daily reminders—and thought it fitting we share some of them here too, in a month when people take such sentiments to heart. 

Thanks for all you did to make our soiree a true success! 

Thank you for your hard work and keeping our community safe. It means so much to me knowing you are working to keep us safe! 

I am so impressed with the building. I cannot stop telling people how clean and organized the mechanical rooms are. I have done this a long time and I have a lot I can learn from UG2. 

Our UG2 manager and team were able to get the new flooring clean and sealed in a couple days even after we threw a couple curve balls at them! 

Special thanks to Aziz and Steven’s valuable efforts to accommodate reservations, miscellaneous supplies, and willingness to lend a helping hand in time-sensitive moments. 

Thank you so much for the great work of your team in preparing for the start of the semester. The campus looks beautiful, and I know everyone was so pleased by our sparkling clean facilities. 

Keep up the great work Ed! Thanks to you and your team, we have made excellent progress in enhancing reliability and energy savings. 

Julio, who cleans our office spaces at night, is a fantastic custodian. He is friendly and helpful. The best cleaning staff person I have ever dealt with! 

Thank you, everyone! One of my proudest moments on the site visit tour was when an individual who had visited in the past remarked that it looked like an entirely different hospital! 

Your team did a great job in helping us prepare for the event. Especially considering all of the last-minute changes. 

We are incredibly grateful. We really value the team’s partnership. This was a tough deliverable with little time and much unpredictability.  

If it isn’t already abundantly clear, the affection and gratitude expressed by our customers goes both ways. We so appreciate their taking the time to call out our employees’ actions in a hectic and demanding environment where heroic undertakings sometimes occur quietly and behind the scenes.  

Our employees go the distance without looking for recognition—but we sure appreciate hearing from our customers about their above-and-beyond contributions so we can celebrate their work.  

Strategies for Building a Forward-Thinking Safety Culture

As a leader in the facility services industry, UG2 knows that facilities teams must be equipped to handle every possible scenario they may encounter. Mitigating risks that could lead to injuries is crucial for the safety of all building occupants, as well as ensuring smooth operations.

In a recent article in IFMA’s Facility Management Journal, Adam Rabesa, Director, Environmental Health & Safety at UG2, highlights the importance of expecting the unexpected.

Adam provides tips and strategies for facility services teams to stay prepared and limit the potential of risks, injuries, and liabilities.

It All Stems From the Brain

Our brains have two systems; one handles automated behavior, and one controls slower, more deliberate processes. Adam explains that sometimes the latter system can cause us to tune out the potential for danger. Injuries can arise when people are performing routine tasks, where they might not be as attentive.

Stress Exacerbates Mindlessness

In the facility services industry, demands and pressure to problem-solve quickly can cause stress. This can result in workers taking unsafe shortcuts, which could lead to injuries. Adam explains that when stress is frequently prevalent, cognitive functioning can be hindered, such as the ability to actively focus on tasks, which can put workers at risk.

Building a Proactive Safety Culture

Management teams must make it a priority to mitigate risky behavior by establishing a safety-first culture. Adam stresses that leaders must make it clear that safety is more important than doing things fast and not penalize workers who take longer to do a task if they are doing it safely.

Safety should also be incorporated into meetings or routine interactions to remind employees of best practices. It is also beneficial to remind tenants and visitors of safe practices to instill a safe environment.

Mitigating Slips, Trips, and Falls

Improving Floor Safety

Although facilities teams cannot prevent floors from being free of hazards 24/7, they can make an impact by being involved in the selection of a building’s flooring during construction or renovations. Facilities teams are also more familiar with the best cleaning agents for the material and if the flooring aligns with the needs of the environment.

Additionally, Adam explains that The Coefficient of Friction (COF) is another factor to consider. The level of friction an object has against a material will be determined by the chemicals used to clean it and the frequency of cleaning. COF meters can aid in measuring the risk of slips and falls.

Educating on Best Methods to Transport Packages

To prevent injuries when moving heavy loads, Adam suggests limiting the number of times packages are transported. Try implementing a system where recipients of large packages collect them at designated areas. Employees should also be trained on the suitable equipment for transporting packages in various settings.

Using Caution with Inclement Weather

Implementing signage for ice alerts, wet areas, and places where people should reduce speed can help mitigate risk in poor weather conditions. Additionally, encourage people to utilize umbrella bags and handrails, and keep walkways and parking areas clear of snow and ice.

Safely Interacting with Building Occupants

Although it might be facility workers’ instinct to respond to customers’ concerns immediately, safety should be the top priority. Adam suggests that staff ask customers to wait while they complete a task so that it can be done safely.

Be Extra Attentive in Back-of-House Spaces

Low-visibility areas, where customers don’t go, are sometimes less maintained than those in the front of the house. Janitorial teams must remember to pay attention to these spaces and ensure safety and cleanliness.

All in all, preparedness is key when it comes to limiting the number of risks facilities teams and tenants might encounter. By instilling effective strategies and habits, teams can proactively address the inevitable challenges that arise within the facility services industry.

Contact UG2 today to learn how we can prioritize safety and customer satisfaction at your facility.

It helps you work smarter and build stronger relationships.

A thoughtfully integrated computerized maintenance management system (CMMS) will not complicate your work routine but will simplify it. The key is having a facility services partner who brings expertise in CMMS who also takes the time to understand your facility’s composition, needs, strengths, and deficits, and applies them to a plan that will work for you. When it’s done right, the outcome will streamline your operations, lighten your load, increase equipment lifespan, limit unscheduled downtime, and make life easier for the people on your team.

At UG2, we embrace technology and innovations and tools like CMMS acts as a bridge between people.

The integration and refinement processes are opportunities for relationship-building. UG2 approaches the process of identifying which components of a CMMS will most benefit you as another opportunity for relationship-building. When we help you with a CMMS integration, we tailor the system’s capabilities to your exact needs. Thus, by avoiding a cookie-cutter approach, you will improve the connection and communications that inform planning and honing the system over time.

A CMMS keeps people connected. Beyond helping you manage assets and people, and formalizing how you plan, schedule, and report on maintenance tasks, a CMMS allows everyone to operate from a common understanding of what needs doing, by who, and when. That eliminates uncertainty and second-guessing, allowing your people to home in on their jobs without the confusion, miscommunication, and misunderstandings that can delay work and undermine relationships.

Your own end-users have the assurance that you are attending to problems. For tenants, a well-orchestrated CMMS means the moment they are without heat, A/C, hot water, or power, someone on the maintenance team is aware of the problem and on the case. This goes a long way to ensuring that the people who rely on you have confidence in you and your operation.

CMMS also offers a transparent, accurate, and realistic measure of how engineers are spending their time. You can capture hours, track work, and run reports that provide important context for why they are on site. You see, in real time, what kind of progress is being made and, when there is an interruption or a delay, you know it is happening and understand the reason why. At the same time, the person managing the system can spot opportunities to combine overlapping tasks.

A CMMS preventative maintenance plan helps eliminate surprises. When that plan is informed by real data, from equipment lists to square footage of a facility, the resulting ability to predict labor utilization is an enormous benefit to everyone. In that sense, preventative maintenance plans not only keep your equipment operating smoothly, but they also allow you to plan and budget for that maintenance.

With a people-first approach, technology doesn’t have to be complicated. When we help a customer with a transition– whether they are new to working with CMMS or brand new to UG2 — we prioritize getting to know the customer and their needs. That allows us to tailor a CMMS program to their specific operation, eliminating bells and whistles that would complicate rather than simplify their working lives. We train and support key personnel on the ins and outs of the system and stay in continuous contact to be sure that evolving needs are met quickly and consistently.

Do you have questions about how a CMMS can work – or work better – for your facility, and reduce stress and uncertainty? Get in touch and we’ll talk it through together.

How UG2 is Cultivating the Next Generation of Industry Talent

January is Mentoring Month, and we are reflecting on the generosity of our employees who share their skills and talent with one another, developing the industry’s future leaders through a wide range of formal and informal mentoring efforts.

When our founder Lou Lanzillo and his team set out to launch UG2 more than 10 years ago, they did so with a vision of cultivating the next generation of leaders and to set a new standard of excellence in facility services. They had themselves benefited from tremendous guidance and generous instruction from others throughout their own careers and had witnessed the impact that professional support can have on someone coming up through the industry. As such, Lou and team cared deeply about the industry and knew that strengthening the profession would be the best way to serve everyone.

UG2 boasts an immensely talented, diverse, and multigenerational workforce—all of whom bring unique skills and talents to their positions, whether on our O&M, janitorial, or corporate teams. Here’s how we’ve succeeded in tapping their talent and extending it across the company:

Hiring those willing to learn—and teach. Identifying employees who are motivated to grow professionally is a huge aspect of our recruitment approach, and a reason we have such a high retention rate. At the same time, we are looking for employees who want to share their own knowledge with their peers and coworkers.

Delivering on mentorship from day 1. Members of team UG2 benefit from our organizational and institutional offerings from the moment they are hired, from customer service training to dedicated professional development and more. We also invite new employees to share details on their own unique backgrounds and talents and find ways to give them a platform.

Building a best-in-class training lab. UG2 stands out from our competitors with our training and innovation lab. The lab’s virtual platform allows us to tap the knowledge from employees across the organization and share it with their peers in every corner of the country.

Knowing that one-to-one relationships work both ways. Mentoring relationships at UG2 are mutual. We believe every employee brings something unique to the table, and we know that one way we have remained leaders in the industry is by deeply listening to and learning from the new generation of talent.

Investing in career coaching and professional development. From our robust training programs and partnerships with educational institutions to our encouragement of continuing education and outside learning opportunities, we support our employees (and potential future employees) in identifying and pursuing all kinds of knowledge and skills building.

Imparting soft skills. As much as technology has enabled us to advance our work, it also stands as a temptation to reduce human interaction. At UG2 we make an effort to form genuine connections with one another, working toward an ability to make conversation with everyone we meet.

Hiring from within. Some of our most accomplished employees’ careers were homegrown! By recognizing the talent every team member brings to the organization, and knowing their goals as professionals, we are able to prepare and leverage our internal talent to fill key positions.

Learning from our customers. In a relationship-based company like UG2, we recognize that learning works in every direction. That’s why we work hard to learn from our customers and become citizens of their industries.

Strong mentoring makes for smarter and more productive teams, and we witness that every day at UG2. We are so proud of our employees and of the ways they embrace opportunities to learn and advance their careers—and especially of the many ways they build each other up along the way.

Our renewed emphasis on relationships

As UG2 celebrates a year of tremendous growth, a deepening bench of expertise, and ever-increasing diversity, we want to begin 2024 by revisiting the core values that allow our company to thrive.

Our foundational commitments are all about putting people first, and that ethos is more important than ever as we expand our footprint and bring new people — employees, partners, and customers — into the UG2 fold.

Many people start the new year with a list of resolutions. For UG2 in 2024, I am thinking about actual examples of the ways our core values play out in our day-to-day working lives. I’ve witnessed firsthand how the common thread across all our teams is relationships.

Putting safety first. Our work can be quite repetitive, but we make sure to pay careful attention to safety for every employee from the moment they arrive on the job. Employees are constantly looking out for one another and ensuring every person feels supported.

Living with integrity and treating others with respect. Whether it’s taking the time to simply hold open a door for the person behind them or volunteering to cover an extra shift when a fellow employee is out sick, team UG2 treats one another and their customers with care and compassion.

Valuing diversity and inclusion. Beyond welcoming people from all backgrounds, UG2’s appreciation for diversity is on full display when we see employees joyfully sharing recipes, memories, traditions and photos from their heritage, childhood, or individual family experience.

Endeavoring to remain emotionally intelligent and team oriented. As our team grows, our appreciation for new ideas deepens. We continuously look to one another for different perspectives and approaches, operating thoughtfully instead of acting reflexively.

Thinking outside the box. Our creative approach to innovating and problem solving has an even broader base to draw from. We are strengthening our internal communications to ensure we are always learning whether from a longstanding employee or the newest person on the team.

Going above and beyond for our customers. Our teams are passionate, hard-working, and dedicated in the work that they do, and our customers share their appreciation for moments when employees treat their facilities like their own home away from home and engage with customers and visitors like newfound family members.

Maintaining a methodical and disciplined approach to business. Much of our success comes from time-tested, best practices combined with flexibility and problem-solving. From strategic decisions to day-to-day operations management, this practice relies on exceptional communication and mutual trust.

Acting as an extension of our customer’s team. Part of being on a strong, successful team is staying accountable. As we learn new ways of doing things, UG2 takes pride in our commitment to transparency, taking immediate responsibility and correcting course in the moment when things don’t play out as everyone intended.

Being citizens of our industry and our customers’ industries. One of the most thrilling aspects of our growth is the opportunity to learn from our customers and explore new industries. I am so proud of our employees’ enthusiastic approach to taking on new customers, even — or perhaps especially — when there is a great deal for us to learn.  

We are blessed with tremendous partners, colleagues, employees, and customers — and we recognize that those relationships don’t simply happen on their own. They take real work from every person involved. As we look ahead to a new year filled with promise, we are renewing our commitment to incorporating every one of these key principles and centering our connections and commitment to one another.

Recap from Facility Executive Article Featuring Armando Lezama

Prior to COVID-19’s emergence, green cleaning was gaining traction as more people grew concerned about the environmental and health risks associated with toxic products. When the pandemic struck, green cleaning was no longer prioritized, as disinfection and deep cleaning took precedence. 

In a recent article in Facility Executive, Armando Lezama, UG2’s Vice President of Operations, highlights that green cleaning is coming back stronger than ever, especially as companies focus on Environmental Social Governance (ESG) initiatives.

Armando explains that to be successful in their endeavors toward a green facility, facility services organizations need to focus on four main areas: training, communication, tools, and documentation.

Make Training Count

Green cleaning should be part of all training curricula. Foremost, employees must learn about the products they’re using, how to perform their duties safely, and what best practices to abide by. They also need to understand that green cleaning is ever evolving and crucial for the health of every person in a building. A recent study found that those who work in green buildings are more productive and even score higher on cognitive functioning scales than those who do not.

Additionally, employees should be trained to communicate expectations with tenants so they understand that their facility will never be 100% green. Armando explains that If products are 90% green, the company will make a positive impact and still be green-certified.

Communicate

It’s crucial that building occupants are also informed of the facility’s green cleaning practices. This includes establishing clear communication about guidelines, expectations, and the green cleaning products and processes utilized. Studies show that most tenants are aware of the benefits associated with green cleaning.

Become the Tools Expert

According to Armando, it is the facility services team’s responsibility to stay informed about the various new and enhanced green cleaning tools that are constantly emerging and evaluate if they are beneficial for the facility’s needs. These tools might be more costly or difficult to maintain, but they provide extended capabilities. Teams are also responsible for upholding relevant certification requirements.

It’s recommended that teams should consider attending International Sanitary Supply Association (ISSA) shows and building working relationships with green suppliers/manufacturers to stay ahead of the game.

Demonstrate

In order to demonstrate green cleaning adherence, facility services teams should document everything via logs. This includes employee training, green equipment maintenance, recycling rations, purchases of equipment and consumables, and more. This also allows for the centralization of data, so teams can be prepared for recertifications.  

Ultimately, Armando states that green cleaning is here to stay. Facilities are not only going green for the sake of tenants but also for the health of employees who handle chemicals and equipment daily. Plus, it’s a smart business decision that helps reduce health issues, which means more people can work together to provide the best service to tenants and visitors.

Additional sources:

^{https://www.cleanlink.com/cp/article/Survey-Outlines-BSCFacility-Sustainability-and-ESG-Goals–29192
https://cmmonline.com/articles/the-cleaning-industrys-path-from-green-cleaning-to-sustainability}

Key Elements to Develop a Successful Plan

Today’s automation systems and emerging technology have made retro-commissioning of yesterday’s buildings a more manageable proposition, and one that can yield a significant return on investment.  

Retro-commissioning helps to return a building back into its original design parameters while taking into account its current-day utilization. Retro-commissioning becomes necessary over time as building systems age and changes in occupancy and use bring new demands. A patchwork of tweaks and tune-ups can only suffice in the short term. A sure-fire process requires many of the same strategies and attention to detail that the commissioning of a brand-new build would require.

Such an undertaking allows professionals to optimize system performance and reduce costs and energy expenditure for both building owners and tenants. It can also improve indoor air quality (IAQ), productivity, and equipment lifespan. But successful retro-commissioning takes deep expertise, thoughtful planning, and access to leading-edge tools.

As a longtime expert in retro-commissioning who has led or taken part in dozens of complex projects, I have identified several key principles of a successful retro-commissioning effort.

Things to consider in a retro-commissioning initiative:

• Must include a well thought out plan with agreed-upon responsibilities. This means a working schedule of coordination meetings and check-ins, with each responsible party signing off on objectives as they are completed.  

• Involves specified, agreed-upon goals, from overarching goals like improving comfort levels in the building and reducing operating costs to highly specific objectives like balancing within 3% or 5% of design.

• Demands the leadership and hands-on participation of certified professionals. These experts have not only undergone a myriad of trainings and certifications, they also have access to the proper tools and gauges that are certified and precisely calibrated.

• Includes detailed checklists that specify each of the people participating and their individual responsibilities, necessary tools including on-site support like ladders and lattice staging, engineering diagrams, and a schedule for the work.

Working Partnerships are Essential for Success

When it comes to the complicated work of retro-commissioning, a system of collaboration is essential to a successful operation. This includes a working partnership between system operators and the contractors responsible for installing new equipment. The arrangement must include a detailed collaborative strategy for isolating the systems involved while minimizing tenant impact, along with a plan to alert impacted tenants well before the work is scheduled and remind occupants on a regular basis until the work is complete.

The relationship-based approach must also prioritize cooperation between the facility service providers and the facility’s tenants and occupants, down to the finer details like covering work surfaces with plastic to shield them from debris and ensuring you don’t leave footprints behind on a desk or table. Not only is cleanliness necessary, but also returning the comfortability of the space back by returning thermostat back to its initial setpoint. The work schedule should include a final cleanup before tenants are invited to return to the workspace, and once the work is done, all impacted parties should receive communications notifying them that the work is completed and thanking them for their patience and cooperation.

Of course, the right service provider will also establish a strong working relationship with the facility owners and managers. This relationship begins long before the launch of the retro-commissioning. Transparency will help you succeed and if a provider is willing to take responsibility for schedule changes and get ahead of process breakdowns with clear and ongoing communication.

If you are considering the benefits of retro-commissioning for your facility, a high-level review of your available options can arm you with the knowledge to identify the goals, the professionals, and the approach that will have a lasting, successful outcome.

Being a Citizen of Our Customers’ Industries

With 15 years of experience in higher education spanning operations, facilities, and events management, Rebecca Mohrmann’s record of excellence and her commitment to sustainability make her an ideal fit to lead the UG2 team at Cornell Tech. In 2022, Rebecca joined UG2 as the customer’s account director, managing 28 direct reports—employees in custodial, engineering, mailroom, and grounds. Recently, she became responsible for thousands of additional “workers” as she headed up the launch of a beekeeping sustainability initiative on the roof of the customer’s New York City campus.

As a hands-on manager who embraces UG2’s core values and immerses herself fully in day-to-day operations, Rebecca’s first order of business when she started in her position was to build relationships with employees, understand their roles, and help integrate them into a more collaborative team. As she sat in on a meeting of Cornell Tech’s sustainability committee, she was struck with the realization that the building offered an excellent setup for beekeeping. Formerly, Rebecca and her husband had raised bees as hobbyists at their home in Michigan, and she knew the effort was one that could build sustainability awareness and team spirit while also contributing positively to the campus. 

She pitched the beekeeping idea to the sustainability committee and found they were just as excited by the project.  

To help ensure the effort would be a success, Rebecca contacted an apiarist on Long Island—an expert who happens to also be an alum of Cornell. She worked with the site’s gardener to ensure the existing rooftop plants were bee friendly and scouted just the right placement for the hives, a spot beneath the roof’s solar panels that would provide some protection from the elements. Then she purchased the hive and protective equipment along with the queen and the winged wonders she refers to as “a few thousand of my closest friends.”

Her busy workers have made countless new friends themselves, as visitors to their rooftop home enjoy sharing in the bees’ care and learning about their invaluable contributions.

“Honeybees provide 80 percent of our food through their pollination,” Rebecca says. “They’re the most efficient pollinator.”

She points out several additional fun facts:

• The hierarchy of the hives include the queen, male drones, and female workers with appointed roles such as scout, gatherer, or nursery bees.
• The hives’ foragers cover a three-mile radius as they collect nectar and pollen.
• The queen lays up to two thousand eggs a day, and the bees have a 30-day lifecycle, although the late over-winter bees live longer—60 to 90 days.

The honeybees’ setup, six stories above ground, includes a hive brood box and shallower box on top of it. As the bees multiply, Rebecca and her team add more tiers. The solid-wood boxes are held secure by a cement block—in the shape of the letter C for Cornell.

Rebecca’s enthusiasm for learning about the bees mirrors the openness and curiosity she brings to her role as account director. She approaches every challenge as an opportunity to learn what the individuals around her need to become thriving members of a successful team.

Rebecca is looking forward to their first honey harvest, which will take place next spring once the bees have had ample time to build up an adequate supply for their own use. In the meantime, she invites anyone she encounters on the roof to join her when she visits the hives. Long term, her goal is to build more interest and engagement among Cornell Tech’s students. With the phenomenal response the bees have received in just a few short months, that goal is well within reach.

Watch our featured video: click here

As a leader in the facility services industry, UG2 knows that keeping employees and building occupants safe at all times is a must. When mitigating risk, there are different methods, but one of the most effective is the use of signage, signals, and labels. 

In a recently published article in Facility Safety Management, Adam Rabesa, UG2’s Director of Environmental Health & Safety, explains how these tools can be used to successfully bring attention to potential hazards and instruct people on how to stay safe.   

Oftentimes, individuals tune out possible hazards when performing routine tasks, since the more times a task is completed successfully, the less one has to think about it. Not only do signage and labels bring attention to the present tasks and potential hazards, but they are fairly easy to implement. 

Here are Adam’s Best Practices for Optimizing Results: 

1. Make Them Readily Understandable  

There’s no point in using signs and labels if they’re not easily digestible. Clear and concise messaging is a must. It may be necessary to translate your signs and labels into additional languages or use universally understood symbols/images.  

2. Help Them Get Noticed

Signage needs to be clearly visible, so it does not blend into the background. Sometimes people don’t even notice new signage or labels because of “change blindness”. Make your designs bold and change them up on a regular basis.  

3. Keep Them Handy

Make sure signage is easily accessible and clearly labeled for employees. For example, store “Caution Wet Floor” signs in every trash barrel. Adam mentions it is also a best practice to incorporate QR codes in places where spills might occur so people can notify the facility services team from their phones.  

4. Follow Standards

The Occupational Safety and Health Administration (OSHA) has three sign classifications. Be sure to follow: 

5. Conduct Inspections

Routine inspections should be conducted to evaluate signs and labels that can become less visible and fade over time. Adam recommends that they are cleaned regularly and that letters be replaced if they become too faded.  

Ultimately, signs, signals, and labels are cost-effective and reliable methods to warn people of dangers and guide them on the correct safety procedures. To be effective, plan in advance, pay attention to details, and collaborate with service providers, vendors, property managers, tenants, and others working at your facility.  

Multifaceted Approach for Success

Having started in the trades at a young age, I have always maintained a safety-first mentality in my work. As I’ve advanced in my career and pursued different opportunities, the commitment to emergency preparedness and situational awareness has remained constant.

It is no surprise that UG2 has been an excellent professional fit for me given that my approach to emergency preparedness aligns with UG2’s core values. Successful emergency preparedness relies on strong interpersonal relationships, a mastery of proven practices, becoming a citizen of your customer’s industry, and the ability to adapt each plan to the unique needs of a particular facility, location, and situation.

Leaning into Reciprocal Relationships

Experts in emergency preparedness know that some of the most critical professional experience comes from the reciprocal relationships built with first responders. As someone with first responder background and experience, I have a deep appreciation for how these close working relationships with first responders enable continuous learning and information sharing. As a result, it allows leaders in emergency preparedness to stay at the top of their game. The insights I glean from those professionals are priceless, to me and my teams, as well as to the customers with whom I continuously share that expertise.

In my engineering services work, I have embraced opportunities to educate and partner with first responders. My background has enabled me to teach high rise safety to members of the fire department, instructing them in the use of our facilities’ fire control centers and mechanical system control panels. The trainings we have delivered allows the departments we would rely on in an emergency to fully understand our systems, which means a higher level of safety for all involved—those using the facilities and the first responders themselves as well as my customers’ properties and assets.

Preparing for Regionally Specific Needs

Cookie-cutter emergency preparedness plans are not sufficient in a time when crises can range from extreme weather events to active shooter situations. Working in a major urban setting on the West Coast has meant running drills for wildfires, tsunamis, active shooters, earthquakes, explosions, gas leaks, and more.

My role has included developing a customized site-specific sequence of operations that informs how an engineering team is trained to react to all these events, from a building fire to an armed intruder in the lobby. Tailoring a plan to those different scenarios—and continuously revisiting and refining—is essential in a constantly evolving environment.

Mentoring the Next Generation of Leaders

Managers in the engineering services field understandably feel tremendous pressure to manage—to increase facility efficiencies, improve responsiveness and elevate service. What I came to understand very quickly is that effective management means embracing every opportunity to be in the field yourself.

My engineers are among my customer’s most important assets. As a manager, there’s no more important role I have than helping to nurture, mentor and support those engineers. Through those relationships, you build trust and loyalty, and you have a finger on the pulse of what’s happening daily in the facility.

When a customer calls in desperate need of just the right engineer, I know exactly who to call—and I can trust that person will take my call, because I have been building a relationship with them from their first days on the job whether they came on as an apprentice or chief engineer.

Partnering With the Customer

Building a trusting relationship, becoming deeply familiar with a customer’s particular challenges, priorities, site specific needs and ensuring they benefit from the expertise and relationships I work so hard to build is at the core of mine and UG2’s success in emergency preparedness.

Do you have questions about emergency preparedness in your facility? The experts at UG2 would like nothing better than to partner with you to build the right solution.

Deep Dive in Delivering Exceptional Facility Services

Think back to the last time you scored tickets to see your favorite team or seats for a great concert. Whether you were hanging out in the VIP suite, doing the wave in the bleachers, or grabbing a drink at one of the premium bars, you were in the company of tens of thousands of others who were also there to relish every moment of the action. Along the way, those throngs of fans were swarming vendor booths to buy a beer or hot dog, rushing to use the restroom, and tossing empty cups and wrappers in the general direction of the trash can. They also may have been tracking in dirt, mud, slush, or snow (or possibly all four at once if you were attending an event in my hometown region of New England).

I’m a lifelong sports and music fan – and I was lucky enough to attend a few memorable events growing up including the Patriots Snow Bowl in ‘03, Celtics vs Lakers ’08 Finals Game 1, and more Disney on Ice shows than I can remember with my whole family.  When I was younger, I was always focused on what was happening on the field, court, or ice. It was only in the last few years, growing through the ranks of the facility services world did I appreciate what it takes from the venue itself to deliver the end user product. Similar to the teams that are competing in between the lines – the venues themselves are also game planning, coordinating & executing to make these events run smoothly so fans can enjoy a spectacular experience.

Since I love spending my free time cheering on the home team, you can imagine how I was filled with pride when UG2 added prominent public venue customers, the storied TD Garden in Boston and, more recently, Gillette Stadium in Foxboro.

Every stadium or arena has its own precarious ecosystem. The challenges in maintaining these facilities—and maintaining them well—are steep, and our solutions must be tailored to each site’s unique and evolving needs. Fortunately, UG2 has refined our responses to those challenges and developed our team into the public venue’s perfect facility services partner. So, what have we learned working behind the scenes?

Here I will share some of the most difficult aspects of managing a facility in public venue spaces, and the solutions UG2 has mastered to overcome them.

Challenge #1: Manage High-Volume Crowds

The sheer volume and density of foot traffic in a public venue makes for a completely different—and uber-challenging—environment. Huge numbers of people are on the move, and your ideal facility services partner needs to stay on top of, and ahead of, the crowd.

UG2 Solution:

Our specially-trained teams are assigned to designated areas at key intervals—as the arena is getting set up, deliveries are happening, and food stations are prepping—and as fans are entering, exiting, and rushing to vendors and restrooms at halftime or the end of the period. UG2 has our teams highly trained and crossed-trained to deal with the specifics of each area, from the general concession areas to the locker rooms to the VIP suites. Our facility operations teams are in continuous communication and constant flux, ensuring that our attention matches the crowd’s energy and movement and that we are well prepared with proactive measures as well as the ability to respond quickly in the moment to always-emerging issues.

Challenge #2: Nail the Timing

Public venues operate on the opposite end of the spectrum from a typical janitorial model. In many spaces you cannot rely on nightly down time to tackle projects like deep cleaning, shampooing carpets, stripping and waxing of floors, or squeegeeing the glass. The building may go dark on an ever-changing schedule that makes it even more difficult to fit in the upkeep.

UG2 Solution:

The timing issue is a complex one that requires both established expertise and frequent fine-tuning. The key ingredients for success include deep familiarity with the venue and a highly trained, nimble staff. UG2’s ability to attract and retain the best talent is essential here. We have employees who are specialized but also trained to pivot, on a dime, from a sporting event to a concert to a corporate fundraiser. Our facility managers are on-site, bringing their familiarity with the unique timing and staffing needs of each event and the resources to quickly scale up for double headers and find windows of time for deep cleans and preventative maintenance projects. We understand there’s no room for a lapse in quality and we are proactive in maintaining supplies and top-of-the-line resources so that there’s never a moment wasted.

Challenge #3: Eliminate Health and Safety Hazards

The fast-moving, enthusiastic crowds that pack our public venues are vulnerable to injury hazards from displaced floor mats to food spills, as well as health hazards like faulty refrigeration and unsanitary restroom conditions.

UG2 Solution:

UG2 incorporates both leading and lagging indicators into our safety planning for a comprehensive approach to safety that’s woven into all we do, from our health and safety program to our industry-leading efforts around quality control. Employees complete extensive safety training before their first day on a site, and ongoing safety planning and training is customized to every venue we serve. We routinely conduct job safety analyses and hazard checks, and safety-related communication is ongoing and consistent. Every team member is working to identify issues as they emerge and is equipped with a radio to call in reports to a dispatcher who immediately sends out the right person to respond.  

Challenge #4: Fine-Tune Management Team Handoffs

Supervisors and management must be available for a warm hand-off with every shift, to ensure ownership and accountability on every level and through every phase of our public venue facility services.

UG2 Solution:

UG2’s team leaders take tremendous pride in being onsite and accessible with every shift. Our stellar supervisors never leave a venue or station unattended. Team leaders will not leave until they have tagged in the next supervisor and provided a comprehensive status update. Seamless communication makes for seamless coverage, and those are hallmarks of our unmatched service record—and our 98% customer retention rate. It helps that we attract top talent, promote from within, and boast an enviable employee retention record.

Challenge #5: Meet Outsized Operations and Maintenance Demands

A major event has many opportunities for major problems to occur if issues arise with lighting, alarms, scoreboard function, plumbing, HVAC…the list goes on.  

UG2 Solution:

UG2 offers comprehensive, integrated operations and maintenance services. We leverage our management team’s 350-plus years of experience, alongside our highly skilled engineers’ proficiency with the latest technologies and innovations. We bring in the most skilled and committed employees, and keep them at the top of their game with ongoing education and professional development through UG2’s Training & Innovation Lab. With an unwavering focus on service, our employees are committed to ensuring the public venue operates efficiently and effectively throughout every single event.

Challenge #6: See the Devil in the Details

Visitors to public venues expect a pristine environment, hassle-free access to food and beverages, and highly visible janitorial staff who are actively engaged in five-star service. Those expectations have only increased as a result of the COVID-19 pandemic. And word spreads fast when things are left unattended—the last thing a venue needs is a complaint posted on social media.

UG2 Solution:

Our teams are preparing the public venue long before fans begin to arrive, and we are committed to delivering a great first impression—and second, third, and fourth. Throughout the event, visitors can count on gleaming floors and elevators, freshly emptied bins, and well-stocked and sanitized restrooms. At the clubhouse level, we understand that customers have paid a premium for an elevated experience—and we are ready and waiting to exceed their expectations. We conduct regular walk-throughs, share information across teams continuously, and benefit from carefully curated checklists of tasks we complete before, during, and after an event.

Challenge #7: Recognize There’s No Off Season

Just as elite athletes who play professional sports have to maintain rigorous fitness regimens and practice schedules year-round, the stadiums where they play are “on” all the time, and they require a rotation of crews who operate just as effectively, regardless of whether there’s an event underway.

UG2 Solution:

Public venues have a dynamic calendar, with many days on the schedule requiring you to attend to the events themselves, but it is essential that facility managers maintain a robust rotation of people and projects year-round, to ensure we take advantage of the off days. We understand that non-event days are actually the prime opportunity to build up a quality program as your FM team tests and upgrades systems, undertakes preventative maintenance, tackles special projects, and ensures equipment is functioning optimally. At the same time, we run a tight ship in terms of efficiency. Public venues are never understaffed—but they also aren’t paying for staff to stand around and wait to be called into action.

Challenge #8: Perfect VIP Treatment

Today’s public venue guest expects all the perks of a modern facility, and those attending an event in a luxury box, corporate suite, or VIP seating will arrive with an especially high set of expectations when it comes to hospitality services.

UG2 Solution:

The demand for five-star customer service is reaching new heights as corporate and private functions are becoming an important revenue source in all kinds of venues. Fortunately, UG2 teams excel at 360-degree VIP customer service. From ensuring a flawless audio-visual experience to knowing which products to use with high-end fixtures and finishes to handling sticky situations with aplomb, our dedicated teams of specially-trained employees—like those luxury suites themselves—are counted among the best of the best. That unmatched level of customer service carries over into our interpersonal interactions, too. In fact, we frequently get thank you notes from customers and guests about a UG2 team member going above and beyond the call of duty to make sure every guest is getting the most out of their experience.

Challenge #9: Embrace Emerging Technology

From digital experiences to security protocols to parking systems, public venues are relying on the latest technology even as it’s rolling out.

UG2 Solution:

Facility services is fast-becoming a technology-driven industry—and it has a profound importance in our daily operations in public venues. The COVID-19 pandemic pushed technology and innovation to the forefront when it comes to maintaining excellence, and UG2 is unmatched in our successful adoption of emerging but proven technologies. UG2’s vice president of information technology Samar Kawar and her team work continuously to investigate and implement advanced technologies for our customers and public venues as well as the internal systems that allow our employees to operate effectively and efficiently.

Challenge #10: Optimize Amenities and Managing Special Events

Even before the pandemic denied people the opportunities to gather and enjoy blockbuster events, fans and visitors to public venues had upped the ante on their expectations. If they were paying to attend an event, they wanted a luxury experience. That sentiment is truer than ever today.

UG2 Solution:

UG2 operates at the head of the pack when it comes to offering unexpected touches and an amenity-rich experience. These can include a smooth, tech-driven priority parking process;  sparkling clean railing keeping fans safe overlooking the field; high definition screens across the venue (including at individual seats and in restrooms); fast and reliable wi-fi; exciting giveaways held during an event; and more. UG2 maintains a cadre of experts to ensure our teams are trained in every area of importance.

Challenge #11: Advance Sustainability

In the current climate, public venues face steep pressure to go green—and sustainable practices can actually be more efficient and promote cost-savings, but only if they’re done right.

UG2 Solution

UG2 has a long record of integrating successful environmental stewardship practices. They include relying on safe but effective cleaning chemicals, reducing noise pollution with quieter machines and equipment, maintaining efficient and high-quality filters, conducting energy audits, ensuring compliance with sustainability regulations, and promoting green waste management practices and recycling programs. New technology is emerging all the time, and UG2 prides itself on being at the forefront of the latest innovations with time-proven best practices that promote a pristine, clean, healthy, safe, and comfortable environment across the public venue.

Outstanding People and Teamwork

Delivering exceptional facility services in public venues and stadiums is a multi-faceted job but UG2 has developed best practices and strategic programs that help us thrive in challenging environments. I am thankful to all our on-site personnel who work in these challenging operations and take immense pride in their job day in and day out. Our managers, supervisors and workers embody the passion, hard work and dedication that lead to continued success in these very demanding venues. Our customers and partners do an exceptional jobs of empowering us and giving us a seat at the table to help them achieve their business goals. I love the excitement and complexity of working in public venues. Every day presents a new challenge and I work with the best people in the industry!

Do you have questions about our public venue services? Contact UG2 today. I promise we will over deliver for your fans and customers—even if they are cheering on our opposing team!

Going Above & Beyond and Striving for Excellence

Life Science is a fast-growing area of demand at UG2—one that requires niche expertise and knowledge of evolving best practices. To meet our customers’ complex needs in this burgeoning service area, UG2 leadership has enhanced our advanced training offerings through a partnership with a best-in-class life sciences and bio pharma training industry expert. As a result of this key collaboration, select UG2 team members from around the country spent several months mastering a rigorous three-part intense training sequence that concluded in mid-June.

Focusing on the “science of life sciences for non-scientists,” the training sequence was carefully crafted to help our team become more knowledgeable in the realm of life sciences, expanding our capacity to deliver five-star customer service.

Participants covered a range of topics including therapeutics, bio safety levels, cell and gene therapy development, GMP and cGMP labs, drug development, and bio-manufacturing. Each session allotted time for attendees to hone in on customer facility operations and the unique needs the industry presents for service providers.

With over 50 participants companywide completing the training, the partnership and its achievements align with UG2’s core values—including our promise to become citizens of our clients’ industries.

Building on a Tradition of Excellence and Comprehensive Service Delivery

With an unmatched approach to training that includes our Training and Innovation Lab, UG2 has been well positioned to meet the complex needs of customers in the Life Science industry. We have a long record of success combining our ability to recruit and develop talent with an approach that builds on our own curriculum with robust training to include our customer’s specific operating procedures, practices, and policies. Our approach to safety, training and quality management has earned us a reputation as industry leaders—and the trust of top universities, biomedical firms, life science real estate firms and pharmaceutical companies. We are proud to excel in this space, in partnership with the best of the best.

Taking apartment operations to new heights

A luxury apartment turns over, and our expert team leaps into action. Every inch of the unit is inspected, updated, repaired, or replaced, from paint and flooring to energy-efficient appliances and A/C units. But that’s just the beginning of our unmatched customer service delivery model.

In contrast with a commercial building, where tenants typically leave at the end of the workday, multi-family residential buildings can bring questions, issues, and work order requests any time of day or night. Facility services for multi-family residences is a niche market—a highly complex undertaking that requires a deep bench of experience in areas ranging from facilities engineering expertise to five-star customer service delivery. UG2’s ever-expanding roster of multi-family residential customers includes luxury buildings whose apartment dwellers have the highest of expectations. We have built a reputation in that space for excellent, responsive customer service that goes above and beyond, exceeding the demands of even the most discerning residents. The commitment of our individual employees and the seamless nature of their work as a team are critical to ensuring the premier service that has earned UG2 the highest customer retention rates in the industry.

Our Talent Sets Us Apart

At the core of UG2’s success is our ability to recruit and develop the most dedicated, hardworking employees in the market—professionals who care deeply about their work and embrace every opportunity to learn, well beyond their best-in-class training. Our teams work seamlessly with contributions from several key positions:

The superintendent or resident manager acts as a chief engineer, overseeing day-to-day operations—the mechanical aspects of the building such as boilers, chiller plants, cooling towers, A/C, and heat pumps. They know the building and residents well, and run a tight ship 24/7.

The front of house team consists of the door attendant and concierge/front desk attendant. They greet you when you arrive, receive your catalogs and packages, and input work orders on your behalf.

Also reporting to the resident manager and keeping things running smoothly are the mechanic or handyperson, maintenance technician and janitorial team, while the day porter, cleaners, gardeners and landscapers maintain a pristine, inviting environment, outdoors and in.

Of course, we scale up the number of employees for each position based on the size and unique needs of each building. As amenities become increasingly important to curb appeal and residents’ satisfaction, we add team members with specialized training to manage the related upkeep. In the background—and always available—are our own in-house experts and the team overseeing budgeting, staff management, training, HR compliance, and more.

Combining regular training on front-of-house best practices, standardized concierge services, and adherence to residential engineering standards makes for comprehensive service delivery that sets UG2 well apart from the competition.

Expertise and Partnerships Make All the Difference

Because of our breadth of expertise and deep relationships in the industry, UG2 knows who to partner with for the services that are necessarily outsourced, from elevator and fire pump maintenance to oversized chillers and water treatment. In fact, our regional supervisors are engaged members of the local guilds and associations for building managers and owners in their city.

On a more personal level, the effort we put into understanding every property adds ease and comfort to the day-to-day lives of the residents. We know their needs and preferences inside and out, from how they prefer to be addressed to when they like to receive their packages. At the same time, we are earning the trust of our customers’ asset managers and property managers.

As much as any other customer base, our multi-family residential building customers demand that UG2 put our best foot forward. We are incredibly proud to go the distance for them, every time.

Thank you to the hard-working facility managers who keep our facilities healthy, safe and productive 

As we look back on a banner year of unprecedented growth and achievement marked by major milestones, like our ten-year anniversary and four years of success with our Training & Innovation Lab, we have never been prouder of the heroes who are the backbone of UG2.

I’m honored to be part of the UG2 family, because, whether I am seeking input from one of our industry-leading subject matter experts or helping to support the next generation of talent, I find that our employees are consistently:

Exceeding expectations in all they do

When it comes to making a difference, our teams go above and beyond their duties and responsibilities. Our customers share words of appreciation almost daily, but I know that the vast majority of our employees’ contributions happen out of the spotlight, without acclaim or accolades. These occurrences are by no means happenstance. Our employees are superstars because they subscribe to a very intentional work ethic and team approach that embraces our core values—and continuously builds on them.

It’s easy for companies to claim that they strive for five-star customer service, but UG2’s people-centric approach means we actually deliver on that promise, because we operate from a place of empathy and humanity. Our employees are adept at the soft skills that are essential for connecting with people, solving problems, and building true partnerships.

Staying proactive and prepared

Getting ahead of the problem is critical in facilities management. It’s also complicated—and requires a high level of skill, attention to detail, consistency, and a forward-thinking approach. We give our employees the training, time, and resources to prevent problems before they arise, and our teams always come through. That means our customers benefit tremendously, from cost savings and energy efficiency to increased productivity and communication.

Our employees support each other in these endeavors, embracing opportunities for cross-training, operating from a team approach, staying attentive to one another’s needs and challenges, and stepping in to provide support when an issue arises.

Innovating and sharing expertise

From formal and informal mentoring relationships to willingness to share knowledge through our Training & Innovation Lab, our employees are extraordinarily generous with their insights and experience. Across every area of service and every level of the company, team UG2 succeeds because we work together to find new ways to lead.

Those partnerships allow us to incorporate data-informed technology advancements and new innovations into our work, complementing our proven practices and longstanding industry knowledge.

Prioritizing safety in all we do

Safety is not an add-on feature at UG2—we build it into all we do, from the ground up. That means conversations about safety have a place in every meeting, check-in, training, and one-on-one briefing. We introduce safety in ways that focus on process, so that practicing safety measures becomes second nature.

Safety, of course, extends to maintaining pristine spaces through cleaner surfaces, sanitization practices and air filtration. UG2 excels there—largely because our teams met the challenges presented by the COVID-19 pandemic with a passion for embracing new knowledge and adapting to get the job done right.

Advancing sustainability

UG2 is an industry leader in environmental stewardship, and that’s something our employees take particular pride in. They embrace opportunities to advance sustainability, from incorporating green products to requesting and offering training opportunities to promoting ideas for efficiency within the organization and with our customers.  

The impact of that commitment is evident in our use of safer cleaning products, machines that don’t create noise pollution, and high-quality filters that let you breathe easier.

The next time you witness a member of Team UG2 making a difference, please take a minute to let us know. We are thrilled to pass on the praise and reward their contributions.

A Methodical and Strategic Approach Defines Our Success

UG2 has had the tremendous good fortune of maintaining a deep and wide bench of talent amid fierce competition in the operations and maintenance industry. That record of success is much more than a happy accident. Our talent retention is grounded in the people-first approach touted by our founders that has guided steps taken and strategies pursued in the years since the beginning.

A Complex Challenge With Attainable Solutions

The skilled trades are by and large comprised of an aging population, and those retiring from the trades are not being replaced in adequate numbers. The longstanding problem grew worse on the heels of the COVID-19 pandemic as labor shortages approached crisis levels across industries.  

UG2 has not been immune to these talent shortages, especially in light of our rapid growth over the past several years. We have had to be innovative in our efforts to attract and retain the best of the best, and—as with all of our successes—we hit our stride when we invite input from the people who know us best, our employees, and by truly listening to their perspectives and acting on their ideas.

The resulting and evolving approach is multifold, and includes:

Centering Our Core Values. When we launched UG2, we set out to develop the next generation of leaders in facility services and that goal has informed our every effort along the way. The qualities and core values we strive for—like demonstrating agility, embracing innovation, and becoming citizens of our industry and that of our customers—have helped keep us at the front of the pack when it comes to attracting and holding on to talent.

Building Key Partnerships. UG2 has always worked at being a strong and reliable partner to our employees and customers, and we have extended that effort to include partnerships with organizations and institutions that can help connect us to the up-and-coming generation of skilled employees. We work with schools to raise awareness about careers in facility services, extend apprenticeship opportunities, and lay out a clear career path with a solid future.

Prioritizing Training and Professional Development. Before an employee even starts on site with one of our customers, they complete comprehensive training that covers everything from customer service to safety and technical training. We leverage the offerings at our Training & Innovation Lab to transfer knowledge from experienced experts to newcomers, help entry-level employees build new skills to advance in their careers, and keep pace with the emerging technology that enables top-notch service. The lab’s virtual platform allows us to connect employees and trainers across the country. Rounding out our offerings is our UG2 Development Toolkit and workshops geared at helping team members reach their professional goals.

Promoting From Within. We succeed by seeking out the diverse voices and skills of employees at every level who, all too often, have traditionally been excluded from policy making, business development, and leadership positions. We excel by recognizing their talent, providing opportunities for advancement, and supporting their professional development. We prioritize promoting from within and supporting advancement among our incredibly diverse workforce.

Putting People First. Treating employees as family means recognizing the whole employee. UG2’s approach is rooted in an understanding of work/life balance. We support employees’ needs with part-time/flexible/overnight schedules and best-in-class benefits packages that ensure our employees can care for their families and themselves while also succeeding professionally.

Developing Relationships. Relationships are at the center of our success at UG2. We center a team approach, and we work to recognize and reward our employees efforts to do the same, from the industry veteran who takes the time to mentor a young person to the employee who steps up to help when they notice a coworker is overwhelmed. Team building at UG2 crosses over every level of the company in every office across our growing footprint.  

With events scheduled around the clock and thousands of people coming in and out, public venues pose unique challenges for facility management teams.  

UG2’s Senior Director of Operations, Greg Lanzillo shares some impactful insights in a recent FacilitiesNet article. In “The 3 A’s: Facility Services Playbook For Public Venues & Stadiums”, Greg stresses that to provide the best facility services, one must excel in the three A’s: Adaptability, Attention to detail, and being Always-on. 

Adaptability: The Show Must Go On 

One word to describe public venues is “unpredictable.” The number of people and events these facilities host changes every day. Ultimately, there are many factors that can contribute to an unexpected change in plans. 

Weather 

If rain or snow is in the forecast, entry times will be affected; attendees may arrive early to avoid traffic or late due to bad driving conditions. Staff will need to stay at gates longer to mop, display wet floor signage, and lay mats.  

HVAC Systems 

Doors will be open longer so the window for heating and cooling at entry points will need to be expanded, depending on the temperature. 

Demographics 

Events geared towards families typically generate a higher consumption of food and drinks which can quickly cause messes if not cleaned up promptly. These events also tend to produce more trash, so frequent pick-ups and emptying of trash barrels are needed. Sporting events attract more drinking, so it’s important to note that foot traffic and spills near the bar will be higher. 

Emergencies 

Unexpected situations are bound to happen in venues with such high traffic. Backed-up toilets can cause flooding in restrooms or entrance heaters can break down suddenly. These situations require redirection of patrons and clear communication.  

For public venues, being adaptable means having a show-must-go-on, all-hands-on-deck mindset.  

Greg highlights the best practices for adaptability: 

• Cross-train staff. 
• Plan for callouts. 
• Recognize that no event is the same. 
• Plan with multiple shifts. 
• Be opportunistic about deep cleaning and preventative maintenance. 

Attention to Detail: Little Things Add Up 

When visitors arrive at a public venue facility, they expect to find a clean, comfortable, and safe space. Maintenance teams must think of every little detail before guests arrive to ensure the best experience possible.  

Greg shares some tips for ensuring things don’t fall through the cracks: 

Be guided by the patron’s experience. 

View your facility through the eyes of guests and ask yourself how you would feel in their shoes. Be on the lookout for anything that seems off and address it ASAP. 

Double down on cleaning hard-to-reach places. 

Much of the post-event cleanup at public venues takes place at night when buildings aren’t lit to their full capacity, meaning things can be easily missed. Make sure to get under seats, tables, or other hard-to-reach places during the daytime when visibility is better. 

Leverage technology innovations. 

Using sensors in paper towel and disinfectant dispensers can allow you to better understand when areas get higher levels of traffic and require restocking and recleaning.  

Assign tiers to janitorial tasks based on space and time considerations.  

Tier 1 might be locker rooms for example since cleaning is needed earlier and teams have high expectations for the areas they frequently use. Tier 2 may be areas where executive and premier guests arrive earlier than other visitors. Tier 3 could then be the general areas spectators occupy and Tier 4 would be the back of the house, which gets the least traffic.  

Focus on smooth hand-offs between supervisors on different shifts. 

Use a tag-out system and a fail-safe means for communication like Microsoft Teams, Slack or WhatsApp. 

Always-on: The Spotlight is Shining 

At a public venue, facility maintenance staff are front and center. Even when they’re not actively attending to a task, they’re always visible to both occupants and cameras all around them. Since staff are in uniform, they attract visitors who have questions or concerns – there is no real downtime when they are on the floor. 

Greg stresses the following factors in order to provide the best guest experience:  

Define what professionalism means for your venue. 

Establish what is expected of staff. For example, they can’t use their personal phones or smoke in front of guests. 

Provide ongoing customer service training and daily validations about the event on hand. 

Make sure staff know the proper way to interact with patrons. If they aren’t fluent in English, they should bring guests to a supervisor who can assist. Remind staff how to help guests navigate the premises.   

Describe how to handle radio call-ins. 

Staff members need to know when, how, and to whom they should direct patrons to for every situation or question that arises. 

Provide regular training for emergencies. 

This includes floods, fire frills, critical out-of-scope situations, and any other applicable circumstance.  

Set Yourself Up for Success by Excelling in the 3 A’s

Public venues are inherently difficult to manage, but Greg emphasizes that the right mindset, stellar preparation, and a customer-centric lens can ensure your teams are equipped to handle any possible challenges while creating memorable and positive experiences for all.  

Contact us today to learn how UG2 can transform your Public Venue.  

Attentive and Customized Facility Services Solutions

At UG2, our organizational structure, with its regional Centers of Excellence, means you reap the benefits of having a regional partner with access to national resources. Our national footprint enables us to draw from leading-edge research, data-informed practices, and the latest in technology and innovation, while our people-first approach allows us to offer the personal touch of a local business—without the limitations.

UG2’s services are developed by industry leaders, field-tested and refined, then tailored to meet your specific needs. They’re delivered by a team of experts who get to know you and your needs and operate as an extension of your team.

As your regional partner, UG2:

Invests the time and effort it takes to know you, your industry, and your audience. Relationship-building is at the heart of our longstanding success, and we take particular pride in becoming a citizen of your industry.

Offers unmatched responsiveness and a deep bench of expertise always at your fingertips. Your team at your facility is available to you 24/7 – and so are management, the industry leaders and the subject matter experts who staff each of our Regional Centers of Excellence.

Delivers the talent and support you need—even in a difficult labor market. We know the challenges you face trying to maintain a qualified team; that’s where we excel—delivering you highly skilled, adaptable staff who can pivot to meet your rapidly changing needs.

Gives you more time to focus on your business. When you trust UG2 to manage the intricacies and details involved to deliver superb facility services, your team can focus on growing your business and concentrating on your core competencies.

As a national resource, UG2:

Offers best-in-class training through our Training & Innovation Lab. The lab’s in-person and virtual offerings help transfer knowledge from more experienced workers to those new in the trade. Trainings also enable employees to refresh or strengthen existing skills to advance their careers. They are offered access to new skills and certifications.

Optimizes costs to align with your budget. Leverage our investments in technology, equipment, process improvement, and contract negotiations to optimize your facility expenses.

Attracts the very best personnel with a wide range of backgrounds and talents and a deep bench of expertise. That adds to our capacity and ability to pivot and make sure your on-site team has backup in critical areas, including supervisors, management, and industry experts.

Continuously refines our practices with the latest technology and research. Our approach has always been to augment proven processes with state-of-the-art equipment and an emphasis on innovation and technology—core tenets that allow us to ramp up quickly when customers require enhancements to increase safety and security.

Meets the highest standards when it comes to safety. We center safety in every decision we take, and we train on it continuously so that our advanced safety practices become second nature to every employee.  

UG2 has grown a lot over the past few years—but our high quality and 5-star customer service has been consistent throughout. Our customers have the support from all of our teams, including our executive team. Our growth has been strategic and intentional, to ensure that every single customer benefits from all we have to offer as a focused regional partner with unmatched national resources.

It is no exaggeration to say that our cleaners have moved our customers and their guests to tears. The stories hit our inbox all the time.

We frequently get notes and e-mails calling out a particular member of Team UG2 for going the extra mile. Many times, those incidents involve our front line cleaners coming through with some unexpected kindness in the act of performing their day-to-day duties. For example, our employees working at a higher education campus went above and beyond when an anxious mom, moving her son into his dorm, discovered a moldy refrigerator. In another instance, our cleaners helped, waited with, and comforted, a woman whose husband had a medical incident in the mall parking lot. And there was the time when our cleaners whose stellar work caught the attention of a business owner, who then wrote to us crediting them for his ability to keep his business going during the COVID-19 pandemic.

National Cleaning Week is an annual opportunity to recognize the value and importance of our janitorial employees—but of course, at UG2, we are reminded of their excellence and their contributions every day of the year. We couldn’t succeed without them, and we are often humbled by their commitment to our company and customers.

When we talk about our 2023 focus or our customer-centric approach and try to distill down the basic tenets behind our mission, we often find ourselves discussing the examples set by our people on the front lines—everyday acts that truly demonstrate our principles in real time. In the face of an incredibly demanding field, at a time when the stakes have never been higher in terms of health and safety, the members of Team UG2 just keep knocking it out of the park. And for every story that’s brought to our attention in a word or note of gratitude from a customer, there are thousands of similar gestures that happen quietly, without pomp or circumstance or any recognition at all.

For our part, UG2 leadership commits to continuously supporting our teams in every way we can conceive of, from being attentive and responsive when it comes to communication to equipping our employees with the latest innovation and technology. We protect them—and our customers—with the most rigorous safety planning and protocols in the industry. We offer ongoing professional development through our training and innovation lab, and many training courses and resources, and we take pride in offering real career paths and promoting from within.

We are grateful for the relationships our cleaners build with their coworkers and customers—and we are incredibly proud to have each and every one of them in the UG2 family.

UG2 Expands Business Development Organization in Support of National Growth

March 24, 2023 – BOSTON — UG2, a leading provider of comprehensive, integrated facility services, announced today it has expanded its business development team with key regional hires. Nancy Breitman, Kendra Horsfield, and Jason Jones join UG2 as Directors of Strategic Partnerships & Solutions. Together they will facilitate UG2’s growth by leading new business opportunities as well as developing relationships with existing clients.

Nancy Breitman, Director of Strategic Partnerships & Solutions, Southern California

Breitman started her professional path as an operations manager where she managed a 650,000 sq. ft. building and built relationships with 200 tenants. In 2013, she started her business development career at ABM Services where she had a successfully generated new business annually for her team. At Metro Services Group and Solid Surface Care, Inc, Nancy further developed her skills as a business development and client relations leader. Most recently she served as Director of Business Development and Marketing at Eco Green Industries, where she formulated sales and marketing initiatives to lead strategic plans. She will be based out of our Southern California office in Los Angeles.

Kendra Horsfield, Director of Strategic Partnerships & Solutions, Northern California

Following her college graduation from Northern Arizona University in 2018, Horsfield accepted a role as Business Development Manager at BluSky Restoration Contractors where she managed the Bay Area portfolio of multifamily, commercial, construction, and healthcare clients. Kendra is on the board of IREM San Francisco as well as Vice Chair of BOMA San Francisco’s Emerging Professionals Committee. She will be based out of our Northern California office in Sunnyvale.

Jason Jones, Director of Strategic Partnerships & Solutions, Midwest

Jones is an accomplished sales leader who began his career as a commissioning engineer and rose to a senior commissioning engineer. He managed new construction commissioning, energy audits, retro-commissioning, utility incentive projects, and HVAC equipment startups while training new engineers and obtaining project work. In 2017, Jason joined Aero Building Solutions as an Energy Solutions Manager where he led a team of engineers and was later promoted to Sales Manager where he implemented sales strategies to identify new markets. He will be based out of our Midwest office in Chicago.

About UG2
UG2 sets a new standard for excellence in comprehensive, integrated facility services. We deliver innovative solutions, pristine environments, and a passion for customer service from a team with more than 350 years of experience in the facilities maintenance industry. Our suite of solutions includes Janitorial Services, Operations & Maintenance, and Workplace Solutions for clients in Commercial, Corporate, Education, Healthcare, Life Science, Public Venue, Retail, and Industrial markets. We use advanced technologies to deliver efficient service, constantly refine our processes to ensure our team continues to lead and emphasize a culture of excellence throughout our organization. Founded in 2012, UG2 is based in Boston, MA with regional offices in Washington, DC, New York City, Los Angeles, Sunnyvale, West Palm Beach, and Chicago. UG2 has been recognized as one of the fastest-growing privately held organizations in the industry. For more information, please visit https://www.ug2.com and follow us @UG2IFS.

Service and offerings tailored to you and built to evolve your changing needs

It’s a demanding time to manage operations and maintenance for commercial office buildings. Fortunately, UG2 is more than meeting the challenge. We’ve leveraged our longstanding industry expertise and integrated the lessons learned through the pandemic for an Operations & Maintenance practice that is excelling on every front.

How do we do it?

An unmatched talent pool. At a time when finding skilled tradespeople can seem next to impossible, UG2’s high retention rate, highly competitive benefits, and practices like promoting from within, mean that we continue to benefit from the strongest team in the industry—and our customers do, too.

Responsive mobile maintenance. With a 24/7 response time, the mobile team is made up of expert, multi-craft tradespeople with access to the latest tools, equipment, and advanced technology. The team includes mechanics, licensed electricians, carpenters, plumbers, and HVAC technicians.

Deeply invested leadership. Everyone from our executive leadership on down is committed to customer excellence. That means supervisors are on site, getting to know every customer’s needs and challenges alongside the teams they supervise. UG2’s leadership also takes an active role in professional development of our teams through our Learn with Leaders program.

Incomparable communication. Transparency is essential to satisfied customers and to a successful workforce. We pride ourselves on a communication strategy that emphasizes listening more than speaking, explaining our processes, providing regular updates, taking accountability, and learning from feedback.

Industry-leading training. From well before their first day on the job site, we provide every employee best-in-class training, and we offer ongoing professional development. We launched our world-class Training and Innovation Lab to ensure every employee is working at the top of their game.

Unwavering accountability. Our management team is fully engaged in our teams’ processes and priorities, staying on top of day-to-day challenges and emerging issues, and communicating clearly and immediately if a problem arises. Our commitment to you includes bearing full responsibility for the operations of your site.

Cost-effective service and savings. Delivering value matters. Our deep bench of expertise allows us to manage operations efficiently and effectively. We customize our solutions to every facility and customer, so you get exactly what you need.

A safety record that shines. From our very first days, UG2 has put safety at the center of all we do. We reject the typical one-and-done approach to training and instead incorporate ongoing, leading edge safety practices, frequent refreshers for employees at every level, and an unparalleled safety audit program.

An emphasis on innovation. Our training and innovation allow us to offer advanced technologies. Each employee is a driver of continuous process improvement, so we always provide the best service and solutions to our customers.  

When it comes to operations and maintenance of commercial office buildings, our services and offerings are tailored to you, and built to evolve with your changing needs.

We understand that when we keep your facility operating smoothly and in pristine condition while delivering five-star service, not only do we stand out from our competitors—we make you stand out from yours. It’s a win-win—and the reason behind our 98% customer retention rate.

How We Will Work Together in 2023

The New Year is traditionally a time of reflection and re-setting—honing our expectations and commitments, refining our approach, and raising the bar on ourselves with new resolutions for the months ahead.

UG2 strives to revisit our core values and commitments throughout the year, from daily check-ins to staff meetings and retreats to trainings, evaluations and opportunities for advancement. We also embrace the smaller, one-on-one opportunities to help each other recenter, from our gratitude practice to our everyday interactions.

We are grateful for our success throughout the past decade—blessed with tremendous partners, colleagues, employees, and customers—and we also recognize that our accomplishments are no accident. They are grounded in the intentional awareness of our core values and regular reflection on how we can improve and excel.

As we enter the new year, we are taking time to think about our foundational principles, the core values that have deepened our relationships, advanced our success, and made UG2 what it is today.

Putting safety first. We center safety in every training, meeting, and conversation. The language and practice of safety are second nature to all of us at UG2, our exceptional safety audit program is incontrovertible evidence of that commitment.

Living with integrity and treating others with respect. Relationships are built in trust, and we strive for an ethos of respect and integrity in all our interactions. We lead with compassion and empathy, and we value—and reward—those attributes in every member of our team.

Valuing diversity and inclusion. Our employees’ diverse backgrounds, ethnicities, languages, and identities make for a diverse culture that is one of the most gratifying aspects of our company and our work. We strive, always, for openness and a culture of learning from one another.

Maintaining a methodical and disciplined approach to business. Every action has consequences, and seemingly minor decisions can impact our work and relationships far down the road. We aim to be thoughtful in our decision-making and reflective on our missteps.

Endeavoring to remain emotionally intelligent and team oriented. Our founders came together because they brought out the best in one another. We try to replicate and grow that quality in all our partnerships and relationships.

Thinking outside the box. When you are successful, it’s easy to become caught up in the practices you’ve seen success with in the past. But our world and our industry are ever-changing, and we promise to keep our approach to problems fresh but grounded in expertise and evidence. 

Going above and beyond with customers. Week after week, we hear from customers who take the time to express their awe and appreciation for members of Team UG2 demonstrating that our work is personal and we confront problems with empathy and humanity. 

Acting as an extension of our customer’s team. We work hard to understand our customers, their businesses, their industries, challenges, competitive advantages, and priorities. This practice has been at the heart of our growth and success.

Being citizens of our industry and our customers’ industries. We demonstrate excellence by immersing ourselves in the ins-and-outs of our industry and those of our partners. We cultivate an environment of curiosity, listening. and learning.

As UG2 enters 2023, we will continue to act thoughtfully and strategically. We will work to always elevate our practices, our outcomes, and our relationships by putting people first.  

At UG2, when it comes to the core values guiding our work, we walk the walk. But don’t take my word for it. Here is a sampling of notes sent by customers expressing gratitude for the hard work and consideration our employees put into their work—and by our employees themselves sharing their appreciation for the opportunities they encounter as members of the UG2 family.

SAFETY

You seem to always send the best-of-the-best, and your staff’s attention to our protocols, proactive approach to maintenance, and utmost respect for safety above all else has made our work easier every day.

–MISSION CRITICAL CUSTOMER

INTEGRITY AND RESPECT

I am grateful for the opportunities I have found at UG2 and especially for the ways you have encouraged me to pursue my interests and my education. Thank you for being a mentor and for always modeling the kind of treatment we all wish for from our supervisors.  

–OPERATIONS MANAGER

DIVERSITY AND INCLUSION

Seeing you all come together and problem-solve gives a new meaning to the word “team.” You each bring something unique and important to your work with us and I am grateful not only for your professionalism but also for your commitment to each other. You truly lift each other up!

–SHIFT SUPERVISOR

METHODICAL AND DISCIPLINED BUSINESS APPROACH

Thank you so much for all you did to make our event a true success! People have been raving about it and that is in large part because you and your team paid attention to every detail. Our space has never looked so great!

–COMMERCIAL CUSTOMER

EMOTIONALLY INTELLIGENT AND TEAM ORIENTED

You’ve been a truly great coworker and someone I could lean on when things got challenging. I’ll miss you in your new role but I know you earned it and will bring your team the same mentoring, guidance and especially humor we all came to love.

–AREA MANAGER

ABILITY TO SOLVE PROBLEMS BY THINKING OUTSIDE THE BOX

As you might have heard, we had a minor emergency yesterday when we double-booked a room we were counting on to administer an exam. It was Team UG2 to the rescue as your people noted another space that would work just as well on a quieter part of campus and quickly got it outfitted with the right tables and chairs—and even directed late arriving students to the right place. Thank you, thank you, thank you.

–HIGHER EDUCATION CUSTOMER

WILLING TO GO ABOVE AND BEYOND TO CREATE LASTING IMPRESSIONS ON CUSTOMERS

Holding our first in-person event in several years was incredibly stressful, and we are so thankful to have had you on our team. You truly went above and beyond, handling issues before I even knew about them. Words can’t convey my appreciation. Happy holidays to you and yours!

–PUBLIC VENUE CUSTOMER

ACT AS AN EXTENSION OF OUR CUSTOMER’S LEADERSHIP TEAM.

Thank you for handling the unexpected issues with the plumbing that came up during your shift yesterday. Knowing I could not get there quickly, it meant a lot that you were on top of it. You got the right people there right away and kept me in the loop. It helps to know you are there to step in and step up when it really matters.

–CORPORATE CUSTOMER

CITIZEN OF OUR CUSTOMERS INDUSTRY AND OUR INDUSTRY

I’m writing to share how impressive and knowledgeable the UG2 employees have been in helping to get our athletic fields and facilities back up and running after a challenging period. With not a lot of time for onboarding your team, we expected to be working overtime, shouldering a lot more of the work ourselves. Instead, we found ourselves ready ahead of schedule, with every task checked off including numerous issues we hadn’t yet identified ourselves.

Bringing on UG2 has made all the difference to our own staff and especially to our student athletes and coaches who benefit every day from your team’s expertise. You have helped us ensure our facility and resources are the best we can possibly offer.

–HIGHER EDUCATION CUSTOMER

A Decade of Facility Services Excellence

In 2012, I set out to create a different kind of company. A company that was founded on a culture of excellence in which people work collaboratively to achieve common goals, and never rest on their laurels. Creating a company that had “big company capabilities”, but with the personal “look and feel” of a privately held “family” company.

As I look back on the past 10 years, I’m in awe of what we have accomplished. We have set the new standard of facility services and created the next generation of leadership in our industry. It is incredible that we have truly accomplished exactly what we set out to do.

The handful of us who started UG2 10 years ago could not have predicted some of the biggest challenges that would come our way. But, with all our collective experience in the industry, we have what it takes to rise to the challenges and overcome them and separate ourselves from our competitors—and that is the true story of UG2.

We knew that building real relationships, treating our employees and customers as family, and striving always to identify and cultivate the next generation of talent would make us strong and innovative industry leaders. And boy, have these past few years tested that theory—and proven us right.

Back in 2020, at the onset of COVID-19, we were propelled into immediate action and our leadership in our industry became more important than ever. Never in my almost four decades in this industry have I seen the elevated demand in seeking high quality professional integrated facility services providers. Our team was ready to support our customers every step of the way navigating all the challenges and complexities of this pandemic. I am in disbelief at the number of times the world has thrown us a curve ball, and we have hit it out of the park. I am proud of our team for their resilience, passion, perseverance and commitment to our company’s mission and our customers.

In the day-to-day, hour-by-hour operation of our business, it’s important to step back at times and look at the big picture, of how we have impacted the industry and truly developed new standards of excellence.

But it is equally important to zoom in and look at the actions of the individuals who make us what we are today, from the industry veteran who takes the time to mentor a young person to the employee who steps up to help when they notice a coworker is overwhelmed to the customer who trusts us with a crisis and then takes the time to send a thank you note afterward. I can’t say enough how proud I am of the team and family we have assembled and the capabilities we have developed.

We have nurtured and deepened longstanding relationships and made way for treasured new ones. Our family is growing, and our work is changing, but our spirit remains the same. Thank you for being part of the UG2 story. I can’t wait to see what we will accomplish in the next decade together!

Facility Services Experts Share Insights

Sounds affect people in many different ways. A song that energizes one person drains another. Background music may be comforting or annoying. Some noises are so unsettling that they make us want to run for cover.  

When it comes to facilities management, guessing what sounds occupants and visitors may or may not like is an exercise in futility. That’s why the best approach to sound is to minimize it.  

The Impacts of Sound 

People are in your facility for a purpose, whether they are working, holding meetings, studying or shopping. Noise gets in the way of this. In fact, a Radius Global Market Research study showed that noise negatively impacts concentration levels, productivity and creativity for 69% of employees.  

Quality of work also takes a hit. Consider a study published by the British Journal of Psychology that asked workers to perform two tasks – the first in a quiet environment, the second with background noise. The accuracy of work decreased by almost 67% for the second task.  

It’s worth noting that these studies took place prior to COVID-19. In today’s post-isolation days – with so many people used to working remotely, and shopping and socializing online instead of in person – being around noises they can’t control might produce more detrimental effects. Many people find it more difficult to work onsite now than before. Even if they can tune some noises out, they must work harder to complete tasks because so much energy is spent on ignoring the sounds.  

Then there are loud, excessive noises that no one can tune out, such as ongoing building works and equipment noises. These can put people’s bodies through unnecessary stress responses, increasing heart rate, blood pressure and cortisol levels. 

How to Minimize Noise 

Facility services providers are responsible for helping create spaces that are as free of noise intrusions as possible so occupants can focus on the job at hand. This means making sure ceiling air vents don’t rattle, equipment doesn’t clang, vacuums aren’t humming, and hammers aren’t banging away.  

Facility services teams should think of themselves as guests in their occupants’ environment, where respect for their audio privacy is paramount. After-hours cleaning is a good way to help deliver a distraction-free environment. When that’s not possible, and cleaning and repairs need to be done in occupied areas, make every effort to notify occupants in advance and accommodate their needs.  

Alarms are another big source of noise pollution. Preventative maintenance can help minimize the chances of them going off. Proactively look for signs of failing electrical equipment. Take regular readings during daily rounds so you can identify potential issues and schedule fixes before they become problems. 

In addition to the above, the CDC suggests these ways to reduce loud noises: 

• Purchase low-noise tools and machinery 
• Maintain tools and equipment routinely (such as lubricate gears) 
• Isolate the noise source in an insulated room or enclosure 
• Place a barrier between the noise source and the employee or occupant 
• Isolate people from the source in a room or booth (such as sound wall or windows) 

For more tips on how to provide a more quiet, welcoming environment for tenants, students, and visitors, reach out to TeamUG2. 

How to Prevent a Negative Impression

First impressions are important so it is wise to pay attention to the sensory experience in your facility. That experience begins the moment they arrive at your property. Everything must be clean and pristine, from landscaped grounds, spotless walkways and orderly lobbies to elevator buttons, table tops, hallways and bathrooms. Customers must have the sense that their comfort is your goal.

Every encounter customers have with facility services staff must also be excellent. Those team members are the face of your organization. They probably have more interactions and make more impressions on guests than anyone else. Whether occupants are signing in, asking for directions, submitting a request or reporting a spill, they need to be treated with the utmost courtesy and respect, and have their issues addressed immediately, sincerely and professionally. 

The last thing you want to hear them say, or cause them to think, is, “Wow, that left a really bad taste in my mouth.” Bad impressions of any kind can wreak havoc – especially if they cause people to leave your facility or, if they’re not able to leave due to their work or studies, avoid certain areas. Some might voice their displeasure on social media where everyone can hear about it.

Literal Bad Tastes

Facilities can also leave actual bad tastes in people’s mouths.

Think food. If you’re eating chicken, pasta with pesto sauce, fried rice, or a spicy burrito, you want the food to taste like you expect. Not like the equipment it was cooked in in the cafeteria, the smell lingering in the air, or the last dish that was heated in the break room microwave.

Properly maintaining equipment, including air exchanges, is critical. Recycling fresh air pulls out occupant-generated smells that can affect how food tastes.

Improperly or infrequently cleaning food preparation and storage equipment can also affect how food tastes. That’s why it’s so important to pay special attention to how and when food areas are used.

When people visit your facility, their senses give them a gut feel about how they perceive your organization. And whether literally or metaphorically speaking, you want them to leave with a good taste in their mouth.

Find out how UG2 can help you create experiences that keep people coming back and enjoying their environment – and their food.

Get in touch with TeamUG2.

UG2 Selected for Its Innovative Solutions and 5-Star Level of Excellence

PRESS RELEASE

October 18, 2022 – BOSTON, MA – UG2 today announced that it has been awarded the contract to provide janitorial services at Gillette Stadium, home of the six-time world champion New England Patriots and New England Revolution. The leader in integrated facility services was awarded the engagement based on its innovative solutions and proven ability to deliver a pristine environment with a 5-star level of customer service.

“Everything UG2 delivers, from our unique approach to our carefully curated solutions, is focused on ensuring exemplary facility services in a “post pandemic” world. We’re thrilled and extremely proud to partner with Gillette Stadium to deliver the superior janitorial services their world- class destination venue deserves,” said Louis J. Lanzillo, Jr., Chief Operating Officer of UG2.

“We want everyone who visits Gillette Stadium to have an amazing and memorable experience. Janitorial services are key to making this happen,” said Jason Stone, Vice President of Site Operations, Kraft Sports + Entertainment. “UG2’s commitment to excellence was apparent from the start. Their fresh approach with employee and customer focus, innovative equipment and solutions, and hands-on management style set them apart. Already, they’ve clearly elevated the level of janitorial services at Gillette Stadium, with facilities that are noticeably clean and pristine.”

UG2’s engagement with Gillette Stadium began April 1, 2022. UG2 also provides janitorial services for Patriot’s Place, an open-air shopping center adjacent to Gillette Stadium.

About UG2

UG2 sets a new standard for excellence in comprehensive, integrated facility services. We deliver innovative solutions, pristine environments, and a passion for customer service from a team with more than 350 years of experience in the facilities maintenance industry. Our suite of solutions includes Janitorial Services, Operations & Maintenance, and Workplace Solutions for clients in Commercial, Corporate, Education, Healthcare, Life Science, Public Venue, Retail, and Industrial markets. We use advanced technologies to deliver efficient service, constantly refine our processes to ensure our team continues to lead and emphasize a culture of excellence throughout our organization. Founded in 2012, UG2 is headquartered in Boston, MA with regional offices in Washington, DC, New York City, Los Angeles, Sunnyvale, West Palm Beach, and Chicago. UG2 has been recognized as one of the fastest-growing privately held organizations in the industry. For more information, please visit www.ug2.com and follow us @UG2IFS.

PRESS RELEASE

September 20, 2022 – BOSTON — UG2, a leading provider of comprehensive, integrated facility services, today announced it has expanded its leadership team with key IT and HR veterans. Samar Kawar joined as Senior Vice President of Information Technology, along with Edgar Colon as Vice President of People. Together they will facilitate UG2’s growth by hiring and retaining the best talent and ensuring UG2 has the advanced technology systems that employees need to drive business forward.

“UG2 has always prided ourselves on being an innovative, entrepreneurial organization. It’s what enables us to deliver the superior facility services our customers deserve,” said Louis J. Lanzillo, Jr., CEO of UG2. “Samar and Edgar are both highly accomplished, out-of-the-box thinkers and leaders who will enable us to continue growing to meet customer demand, while giving our employees the tools and support they need to excel.”

Samar Kawar, SVP, Information Technology, UG2

“Facility services is fast-becoming a technology-driven industry. To be competitive, not only must companies implement advanced technologies for customer-facing programs, but also for the systems internal employees depend on,” said Kawar. “I joined UG2 because of their clear commitment to using technology to streamline processes and spur innovation. I’m thrilled to be part of such a forward-thinking, tech-savvy organization.”

Kawar brings 23 years of executive IT and Operations experience at facility services and SaaS companies to UG2. She is a strategic technology leader with a proven track record of heading enterprise IT operations, developing technology solutions, building infrastructure, and optimizing data analysis. She has extensive experience directing cross-functional teams to drive strategic business initiatives and digital transformation, streamline business processes, and advance innovation. Prior to UG2, Samar held leadership positions at Able Services and ABM Industries and was CIO and VP of IT Operations at PointAcross. She earned a B.S. in electrical engineering and computer science at University College London.

Edgar Colon, Vice President of People, UG2

“Businesses can’t thrive if they don’t attract, train, delight, and retain the best talent. With today’s economic and labor realities, excelling at all of these is more critical than ever. UG2 understands this intimately. They’ve created a strong, family-like, and supportive culture that is rare in this industry. That’s why I’m so excited about joining the team,” said Colon. “I’m looking forward to working with everyone in the company to ensure UG2 remains an amazing place to work as we continue growing.”

Colon honed his expertise during his nearly 20 years in human resources, at companies ranging from 600 to 7,000 employees. He brings wide-ranging experience in strategic and operational HR to UG2, including talent acquisition and retention, labor and employee relations, benefits, policies, and a demonstrated ability to adapt and innovate HR practices. A trusted partner to CEOs, CIOs, Finance and IT teams, Colon joined UG2 from Lupoli Companies where he was VP of HR. He formerly held HR positions at TJX Companies, Schnitzer Steel Industries, and Autajon Group, among others.

About UG2
UG2 sets a new standard for excellence in comprehensive, integrated facility services. We deliver innovative solutions, pristine environments, and a passion for customer service from a team with more than 350 years of experience in the facilities maintenance industry. Our suite of solutions includes Janitorial Services, Operations & Maintenance, and Workplace Solutions for clients in Commercial, Corporate, Education, Healthcare, Life Science, Public Venue, Retail, and Industrial markets. We use advanced technologies to deliver efficient service, constantly refine our processes to ensure our team continues to lead and emphasize a culture of excellence throughout our organization. Founded in 2012, UG2 is based in Boston, MA with regional offices in Washington, DC, New York City, Los Angeles, Sunnyvale, West Palm Beach, and Chicago. UG2 has been recognized as one of the fastest-growing privately held organizations in the industry. For more information, please visit https://www.ug2.com and follow us @UG2IFS.

Tips for Facility Services Teams

Paul Savarino serves as Vice President, Engineering Services, Southern California for UG2. His recent article in Facility Executive offers a guide to exceeding expectations when it comes to customer service in a hospitality facility.    

In “How To Make Hospitality Customer Service Shine,” Paul underscores the importance of keeping customers happy—and ensuring they’ll not only return for a future stay, but will share their positive experience to friends, family and colleagues. He outlines strategies for making sure building engineers are part of a comprehensive effort to treat guests as a hotel’s most precious assets. As Paul points out, facility engineers have more touchpoints with guests—and therefore can have a greater impact on their experience—than anyone else on site.

Paul outlines a range of best practices that include making sure everyone is aligned on:

Putting guests first. Experts say that first impressions form within seconds—and have a lasting impression. Thus, the first-15-minute “warm welcome” guests receive is paramount, from walking into the lobby to entering their room to evaluating amenities, including TV, lights and shower pressure. Whether working front or back of house, every task facility engineers approach must begin with the mindset that the customer comes first.

Prioritizing guest room interactions. A call to the front desk to report an issue should garner an immediate response. An engineer should arrive within 10 minutes to demonstrate the guests’ importance. Engineers should be well trained to greet and treat guests respectfully and to read them and respond appropriately, gauging whether the guest is inviting conversation or expecting a quick, conversation-less response.

Taking ownership of issues. To truly delight customers, an engineer responding to an issue should go the extra mile and check back with the guest later to confirm the issue has been resolved. In fact, if a guest mentions being dissatisfied with any other aspect of the hotel, the engineer should take steps to proactively address the problem on the spot.

Attending to public area interactions. Remind engineers that they’re always on the job, even when not attending to a specific task. If they spot a guest walking through the hotel who looks confused, they should ask if they need help. If the guest asks for directions to a particular room or area, escort them to their destination. If the guest raises a question they don’t know how to answer, bring them to someone who will.

Preventing problems from the outset. Back of the house responsibilities means making sure that everything customers see, touch, and feel is working properly, including:

• Room Amenities: Well before a guest arrives, engineers are responsible for making sure that everything in a room is up and running — making sure batteries in the room are functioning properly, the TV and remote work, electronic drapes open and close, shower pressure is powerful, hot water is plentiful, sinks are working, and nothing is clogged.
• HVAC:  Avoid an overly hot, cold, or humid room in advance by ensuring the HVAC system is working properly and that guests can control the temperature. Equipment should have no rattling vents, loud motors, or strange smells. Preventative HVAC maintenance such as replacing air filters, cleaning air ducts and coils, and checking supply air temperature are critical to keeping guests comfortable and happy.

Do you want to learn more about how to stand out from the competition when it comes to customer service? Read the complete full article at Facility Executive, or contact Team UG2.

Gain Insight From the Data Analysis and Reap the Benefits

Industry experts attribute a whopping 70 percent of an asset’s lifetime costs to energy and maintenance expenses. That data lends new urgency to the importance of life cycle cost analysis.

Calculating life cycle cost helps you minimize waste and streamline operations. When it comes to facility management, those calculations are essential to identifying the most efficient and cost-savings approach to operations and maintenance. On the flipside, overlooking life cycle cost analyses brings risks of lost productivity, emergency repairs or replacement, downtime, not to mention safety.

Life cycle cost analysis takes into account expenses such as:

• Acquisition and procurement
• Fuel and energy
• Operations
• Maintenance
• Capital-replacement
• Loans and financing
• Construction
• Repairs
• Restoration
• Rehabilitation
• Updates and modernization

This multi-layered approach might sound complicated—which is a significant reason why building managers and owners tend to avoid it. But partnering with a trusted industry expert can make all the difference. A professional with true expertise in facility management will generate a more accurate analysis that accounts for line items like the time and costs associated with transporting and installing new equipment.

You’ll not only get a data-informed analysis that will save you time, money, and energy, you’ll learn aspects of life cycle valuation that will inform future decision-making well beyond the property or project at hand.

Other benefits of life cycle cost analysis include:

• A better-informed, long-term maintenance schedule that makes the most of employees’ and technicians’ time as well as avoids peak operating periods.
• Accurate repair budgets to inform capital and strategic planning.
• Timely budgeting for water and utilities that accounts for rate of usage and consumption.
• More precise guidance around stocking replacement parts, tools, and equipment.
• Strategies for conserving energy and reducing related costs.

Perhaps most importantly, turning to life cycle cost analysis allows you to prioritize safety, stay in compliance, stay ahead of problems and repairs, which will have a positive impact on every owner, resident, customer and visitor.

The Right Facility Services Provider Can Make a Huge Difference

When considering the move toward bringing in an outsourcing partner, the fact is that emotions can run high for in-house staff. Some might think they’re being replaced, or that an outsourcing company will bulldoze all of their carefully constructed operations procedures. Some in your organization may not even be able to articulate why they’re feeling unsettled about it, they just know it will be a change, and that’s enough to make them bristle.

We get it. And it’s crucial to find a partner that gets it and takes ownership. In a new outsourcing arrangement, experience is key to handling not just the everyday tasks, strategic initiatives, and workforce needs, but also the emotions that come along with it.

In addition to that major consideration, there are other top factors to consider when you’re assessing whether an outsourcing partner will be a good fit for you:

• Expertise in your specific industry or field, with a list of customers to prove it, and knowledge of the processes unique to your industry.
• Certifications and experience that go above and beyond the bare minimum; an outsourcing partner should have a strong emphasis on ongoing education and training.
• Well-articulated mission statement that puts customers first and establishes the outsourcing provider as a customer-centric company.
• Desire for collaboration, not replacing existing staff; “partnership” shouldn’t be a meaningless term in their marketing materials, but instead, a driving focus.
• Labor relations experience: an engaged, productive workforce doesn’t happen by accident, it’s the result of informed and proactive measures that significantly reduce the risk of labor problems.
• Alignment with existing leadership infrastructure; also, the ability to add to that leadership in meaningful ways that maximize the power of an organization’s knowledge base and strategic direction.
• Emergency preparedness protocols and response; An outsourcing partner should have a proactive mindset, rather than a shorter-term, reactive process that doesn’t anticipate changing needs.

Most of all, a partner should be exactly that: a partner. Collaboration and trust is an essential element for this, and an outsourcing provider should be able to detail the ways in which processes and procedures will be shared, not replaced.

At UG2, we see each customer engagement as an opportunity to share our knowledge and expertise, and also to maximize the resources already in place, so that customers can develop strategies that are proactive and meaningful.

Outsourcing facility services isn’t about bringing in more subcontractors and dealing with the potential headaches that come with that move. It’s about creating a partnership that brings both short-term benefits and long-term advantages in a way that advances efficiency, strategic thinking, workforce productivity, and mission-driven initiatives.

Learn Why Companies Choose to Work with UG2

Many of UG2’s longtime customers and partners include the industrial customers that keep our country moving. We bring an unmatched understanding of the ways that even small-scale equipment failures, sanitization breakdowns, and power outages can derail the systems and processes these businesses rely on for hours, days, or even weeks.

At a time when the COVID-19 pandemic and subsequent supply chain issues are already impacting their work every day, these customers can’t afford to absorb unavoidable missteps. That’s why they turn to UG2 for highly specialized services, tailored to their needs, with our teams of expert employees who take their job seriously and stick with our customers for the long haul.

Why industrial and manufacturing customers rely on UG2

Impeccable safety practices. UG2 puts safety first in all that we do—with fine-tuned processes that don’t compromise productivity. Every UG2 team member is rigorously trained on safety best practices and is committed to protecting the health and safety of your employees, your environment, your operations, and your data.  

Innovation and technology. We work at the leading edge of innovation and technology in facility services. In fact, that commitment is one of our core values. Whether its barcoding, critical alarm monitoring, computerized maintenance management, or electrostatic disinfection spraying, we continuously refine our approach to incorporate emerging tools and processes.

Personalized approach. Our team gets to know your business inside and out, so that we can adapt our best practices to your specific needs, incorporating a detailed understanding of your standard operating procedures. Ongoing training and low staff turnover make for reliable service and seamless support.

Optimized deep-cleaning practices. Our certified Good Manufacturing Practices (GMP) cleaners and supervisors excel at everything they do. From deep cleaning and disinfection to waste stream and recycling to green cleaning and quality management reporting, our processes and practices set the industry standard.

Minimized downtime. We understand that the lost revenue tied to downtime can be devastating to a business. Our low turnover rate means we attract and retain the most highly skilled technicians, certified and trained to keep your equipment running smoothly with preventative maintenance.

UG2 brings deep expertise across the board when it comes to our industrial services, from operations and maintenance to janitorial, from enhanced cleaning and disinfection to mailroom services. We take pride in our work—and yours.

How Each of the 5 Senses are Important in a Facility

John Harris, Director of Facilities Management and one of our resident experts, recently shared some intriguing insights in a recent issue of FMJ.

UG2’s stellar reputation for customer service is no accident. We consider every aspect of customer experience on both the micro and macro levels, including some details that might surprise you. In the article, John discussed how customer experience begins the moment a person steps onto a property and takes in a space through their senses.

A customer’s sensory experience of a space can lead to a range of reactions from lingering and recommending the space to others, minimizing time spent there, or avoiding the space altogether. John explained the key points for facility managers to keep in mind:

Sight: It’s all in the details. As you would expect, a facility’s appearance makes a huge impact. In one study, 72% of employees said they were less productive in an office environment where cleanliness was lacking. Nearly half took longer lunch breaks and a quarter said they took sick leave because their surroundings made them feel depressed. What helps? Details like fresh flowers and potted plants, orderly lobbies and green water filter lights demonstrate a level of care that resonates with every visitor.

Smell: Fresher is better. Stale-smelling environments and those emitting too-strong scents of fragrance or cleaning products are all a turnoff for visitors. Air quality matters now more than ever, and people prefer spaces that smell naturally fresh and free of pollutants. Frequent cleaning, well-maintained HVAC equipment, the use of MERV 13 filters and frequent fresh air exchanges all make a major difference. Special attention to cafeterias, restrooms, and custodial closets is essential.

Sound: Strive for quiet. Research has found that noise negatively impacts concentration, productivity, and creativity. FM teams should take a broad approach to reduce unpleasant sounds. That means ensuring air vents do not rattle, equipment doesn’t have any loose parts, vacuums don’t disrupt, and hammering isn’t happening while people are trying to work. Managers can help by scheduling cleaning off-hours when possible and prioritizing preventive maintenance.

Touch: Keep it smooth. Surfaces like elevator buttons, counters and desktops are an immediate turnoff when they are sticky. That makes frequent cleaning a must. Facility managers should be aware of the cleaning products in use, and ensure they aren’t leaving behind sticky residues that collect dust and grime. Effective ways to counter the problem include keeping hand wipes at the ready and using door hangers that say “Please disinfect” on one side and “Office is Clean” on the other.

Taste: Consider the literal—and the metaphorical. No one wants their meal to taste like the equipment it was cooked in or the last dish that was warmed in the microwave. Properly maintained equipment, including air exchanges, makes a difference in food preparation and the overall experience of visiting a facility. And, in a literal and figurative sense, facility managers don’t want customers, visitors, tenants or employees leaving a space with a bad taste in their mouths. For more guidance on keeping customers happy in your facility, read the full article at FMJ, or get in touch with TeamUG2.

If you’re considering making the move toward outsourcing facility services, here’s a key checklist.

When considering the move toward bringing in an outsourcing partner to a life science company, the fact is that it can take time to build trust.

In large part, that’s because life science is unique as an industry. It requires maintenance of sensitive environments, a high degree of collaboration, ongoing communication, specialized training and safety, and knowledge of industry trends.

Because of those factors, it’s crucial to find a partner willing to earn that trust and take ownership. Here are some key things to consider when you’re assessing whether an outsourcing partner will be a good fit for your life science organization:

• Expertise in life science, with a list of customers to prove it, and knowledge of the processes unique to your industry.
• Certifications and experience that go above and beyond the bare minimum; an outsourcing partner should have a strong emphasis on ongoing education and training.
• Customer-centric provider that understands the needs of life science environments and a company with a well-articulated mission statement that puts customers first.
• Desire for collaboration as a driving focus, with examples of the results  from collaboration for life science customers.
• Labor relations experience is crucial. An engaged, productive workforce doesn’t happen by accident, it’s the result of informed and proactive measures that significantly reduce the risk of labor problems.
• Alignment with existing leadership infrastructure and the ability to add to that leadership in meaningful ways that maximize the power of an organization’s knowledge base and strategic direction.
• Established strategy for a pandemic or unforeseen circumstances. An outsourcing partner should have a proactive mindset, rather than a shorter-term, reactive process that doesn’t anticipate changing needs.
• Depth of resources for emergency response when needed, in order to maintain operational continuity.

Most of all, a partner should be exactly that: a partner. Collaboration and trust are an essential element for this, and an outsourced facility services provider should be able to detail the ways in which processes and procedures will be shared, not replaced.

At UG2, we see each life science customer engagement as an opportunity to share our knowledge and expertise in the industry, and to maximize the resources already in place, so customers can develop strategies that are proactive and meaningful.

Outsourcing facility maintenance and janitorial services are about creating a partnership that advances efficiency and drives strategic thinking, while also employing risk mitigation and established protocols.

Want to learn more about what UG2 offers? Let’s have a conversation about what you need, and most of all, where we can provide value for your organization.

Introducing Joe Lettiere, Engineering Manager, UG2 Subject Matter Expert

As UG2 expands opportunities for new and existing customers across the country to benefit from our services, we are thrilled to have Joe Lettiere helping to lead the charge in Chicago and the Midwest region. Joe brings incredible depth of expertise to our commitment to deliver the highest level of facility services along with engineering, janitorial, workplace solutions and mission critical support.

A lifelong Chicagoan, Joe’s early background in sales as an account representative was a foundation for his dedication to providing stellar customer service. Once in the trades and completion of his apprenticeship, he rose through the ranks to his current position as an engineering manager. He’s overseen as many as 28 properties and 140 union and non-union employees at a time—and won the admiration of virtually everyone he worked with along the way.

What keeps you so invested in and passionate about this work?

I am passionate about the relationships that I’ve built over the past 20 years. My customer retention since day one in the industry has been 100 percent. I still have relationships with partners I started with 20 years ago.

There is a small community in this industry. That means that any respect you get is earned by your word, how you treat people and what you have done. Mutual respect and friendship keep those relationships going, and because of those relationships I have a plethora of help—experts to reach out to, whenever I run into something new, I can turn to those relationships with industry experts to assist with any challenge.

What have you found is the key to maintaining those strong relationships?

From my perspective, I’m always a guest wherever I go. I’m a guest in a building. I’m a guest to a customer. I’m a guest to an owner. I have to make them comfortable enough to trust me with their multi-million-dollar properties and have faith that I can help run it appropriately with the engineers who are in the building day in and day out.

It’s also about being present, in front of the customer and employees, making sure they get the support they need. It’s about building that relationship with each individual person you encounter.

My mom said when I was a kid, “You have two ears and one mouth for a reason.” I just have to listen to what the customer and staff needs, so that we can provide the best service possible.

How do you stay current with your expertise?

I’ve had many mentors and colleagues that have helped me along the way. They may have a different approach and I am constantly picking their brains to get to the best practices out there. I’ll never know everything and it’s a strength being able to ask for help.

I’m involved in Chief Engineers of Chicagoland and I attend all the industry events. I am active in Local 399 and I’ve recently gone back to school. I continue with industry courses, seminars and have continuously tried to further my education.

What’s your out-of-work life like?

I spend most of my free time chasing my kids around to all the sporting events they are involved with. I’ve been married for 14 years and have 4 children. We love to travel and experience the country through road trips with the kids. When I’m not traveling or chasing my kids around, I just enjoy having a drink or two with family and friends.

Best Practices for Building Owners, Property Managers and Facility Managers

Whether you are responsible for the maintenance of a data center, luxury apartment building, corporate office space, or a sprawling university campus, true preventative care is the key to excellence in facility services.

Routine care, done well, can avert minor mishaps and major disasters. Here’s how to get the most from your investment.

Engage an expert — and build a relationship

You begin with a partner who has a strong track record with customers and demonstrated experience in your field. Then, ensure the team assigned to your space gets trained and onboarded for your specific space. Working with a facility services expert with a record of retention means less turnover – and turmoil – in your space.

Take data centers, for example. Our specially trained teams know that every customer needs a rigorous preventative maintenance schedule, tailored to the customer’s space, addressing CRACs, generators, chillers, RTUs, humidifiers and more.

Familiarity with your facility combined with a focused attention to detail will ultimately allow you to focus more on maintenance and less on time- and cost-consuming repairs. UG2 facility managers often walk the property every day checking for issues that need attention. Seemingly minor concerns like a crack in pavement or a dripping facet can easily become major inconveniences if they go unaddressed.

Avoid costly repairs, lost productivity, and potential injury

The cost savings benefits are clear when you compare timely replacement of a worn valve to flooding from a major leak. But the benefits of true preventative maintenance run much deeper. You and your team will operate more efficiently when you are not bogged down with unanticipated repairs. You will avoid disastrous down time that dampens morale, impacts productivity, and wreaks havoc on your schedule for days, weeks or months.  

Preventative maintenance is also a core component of a strong safety program. Stair and walkway hazards become trip-and-fall risks. Damaged doors, windows and infrastructure can pose a threat to building security. And emergency situations in your facility increase the likelihood that you’re exposing untrained staff to take risks in addressing issues beyond their expertise.

Put your best foot forward, convey competence – and shine

The concept of “curb appeal” has taken on new meaning in light of the COVID-19 pandemic. Any evidence that suggests a property is less than pristine and well-cared for can undermine the confidence of tenants, guests, visitors, and employees.

Conversely, maintaining a facility with stellar services helps you create a welcoming space, establish trust, build a reputation for excellence, and set yourself apart in your industry.

An added bonus: Many routine maintenance tasks result in changes that improve systems efficiency and save energy, making for a greener environment. Ask your facility services provider to include energy assessments in your routine maintenance schedule.

While every industry has unique needs when it comes to facility services, life science environments are in a class of their own.

Fortunately, so are we.

Our life science customers benefit from our breadth of experience in maintaining sensitive environments. Partnering with UG2 means expanding your team’s reach and gaining expertise in risk management and compliance, streamlined business processes, and reduced long-term costs.

We’ve built long-term partnerships with the companies at the forefront of technology, medicine and innovation. How do we excel in such unique, demanding environments?

Our teams are specially certified to work in life science environments, with niche expertise in everything from room pressurization and fume hood disassembly to glass washing and inventory restocking to sterilization and vivarium care. We have an unmatched track record in specialties like HVAC, clean power supply, plumbing, wastewater treatment, formal lab services, and cell culture.

We leverage our advanced training modules — and yours — to build an in-depth understanding of your space. We start with highly motivated and extensively trained teams, and then we provide them with the time and opportunity to master your standard operating procedures and unique process needs. Our employees continuously build on their institutional knowledge of your facility — including your people, processes, and equipment.

We take ownership. In these high-stakes environments, accountability must go beyond self-performance checks. We build safety into all we do and take responsibility for our work every step of the way, prioritizing transparency, and communication so that our customers are never left in the dark. We partner with you closely to maximize prevention and to anticipate and reduce risk. 

We tailor our team and services to your needs. Our expertise extends outside the lab. Some customers require a C-level executive, a risk management expert, or an expert in process refinement. Our teams can turn to highly skilled executives and managers who have decades of specialized experience.   

We put safety first in all we do. UG2 was built on a foundation of safety first.We incorporate safety checks and communications in every action and interaction, and we enforce rigorous safety standards tailored to every property and facility we service.

Your workspace is important to your mission — and ours. That’s why we structure our services to ensure pristine facilities, sound protocols, and a productive, mutually beneficial relationship for the long-term.

The past two years brought into sharp focus the essential role facility services and janitorial staff play in our economy, and our health and well-being.

Those of us in the industry already knew of the incredible behind-the-scenes dedication demonstrated by our TeamUG2 pros. The pandemic gave us a crystal-clear reminder of how fortunate we all are that our essential workers have our backs —and it also magnified our gratitude for our customers who partner with us and entrust us with this critical work.

Our cleaners are the best in the business.

You don’t have to do the math to know how much value our teams bring to our customers’ (although we are always happy to show you the numbers!). It works out because we provide our janitorial teams with industry-leading training, resources, professional development, and support — while they bring a level of care, commitment, tenacity, and unflappability that frankly leaves us in awe.

Working for TeamUG2 means mastering all of our own best practices as well as the processes and practices we tailor to individual customers’ needs. Being on our team also requires the ability to pivot and re-train to meet the demands of ever-changing protocols.

Our management teams gain their experience from the ground up.

UG2 prides itself on hiring from within. Developing talent at every level benefits our employees and our customers, because it means that the professionals running your project or site bring first-hand knowledge to their roles.

These opportunities for advancement allow us to attract and promote top-tier talent, leading to exceptional leaders who outshine the competition and go the extra mile to surpass your expectations.

We deliver state-of-the art technology and innovation along with proven practices.

We strike the right balance with a “keep it simple approach” that is accessible and scalable – and informed by the latest innovations and technology. Our data-informed, transparent services give customers exactly the level of insight they require to be confident their facilities remain safe, welcoming, and squeaky-clean.

From deep cleaning and disinfection to waste stream and recycling to green cleaning and quality management reporting, our processes and practices set the industry standard. And every move we make is driven by rigorous safety standards informed by ongoing training and the latest research.

We’re incredibly proud to partner with you.

Our people-centric approach means that our employees and our customers tend to stick around for a long, long time. That allows us to learn your organization and your industry, to excel at what we do, and to build the strong relationships that make us so proud to be on TeamUG2.

UG2 Takes Pride in Delivering the Highest Standard of Facility Services

Pitchers and catchers are all warmed up, fans are excited to be back in the stands, musicians are rescheduling tours postposed due to COVID, and college seniors are getting ready to toss those caps in the air. As fans and families get ready to gather and celebrate, UG2 is the team behind the scenes, keeping every surface safe, secure, welcoming, and gleaming. 

Our Public Venue work is an enormous source of pride for UG2 employees (and for their sports-and-arts-minded family members!). From convention centers and concert venues to theaters, sports arenas, and campus gathering spots, we have the inside line on everything it takes to keep high-volume spaces operating flawlessly.

Delivering unmatched services around the clock

Our customer-first focus means we can service your venue 24/7—which is essential for industries where maintaining the flow means working in the off-hours. Our efforts begin well before an event as our teams spread out to wipe down and disinfect seats, get restrooms sparkling clean, unload deliveries, and stock supplies.

During your events, we stay ahead of the supply game, making sure your guests have everything they need before they need it. We are always on-hand to mop up spills, empty trash receptacles, and clear away debris.

When the event comes to an end, our clean-up crews are already on the floor, returning your facility to pristine conditions—all ready for the next event.

Because public spaces endure a lot of wear and tear, our teams are experts at building customized, adaptable schedules to ensure ongoing maintenance, prevention, and deep cleans.

Leveraging exceptional teamwork and training

At UG2, we recruit strong team members and support them with specialized training to make them even stronger. Our level of training is unmatched in the industry—from ensuring every employee knows the best practices for their specific role inside and out, to cross-training teams to prevent any gaps in service, to tailoring our trainings to your specific needs as an industry and institution.

We have an incomparable retention rate because we treat our employees like family, which means you benefit from skilled, committed professionals who care about the work they do every day.

A scope of work that goes above and beyond

We often get notes of gratitude about our employees going “above and beyond” in the moment. That attitude encompasses our overall approach to our work. In fact, our vast experience allows us to continuously revisit and refine our services, and to offer customers specialized support from fan engagement and giveaway facilitation to emergency response and tailored support for special international events.

Our partnership with you means you can count on communication and transparency – and know that we are equipped to handle whatever needs arise in the moment.

Recognizing International Women’s Day and realizing the theme #BreakTheBias is in part about taking action to do things differently.

The commitment to doing things differently is inherent to the founding of UG2 and it manifests in actions big and small, from treating employees and customers like family to staying privately owned so we can make decisions that aren’t just driven by the bottom line.

In a historically male-dominated industry, UG2 owes much of our success to the women who have contributed to our organization at every level. We succeed by seeking out the voices and skills of women who traditionally have been shut out of policy-making, business development and leadership positions. We excel by recognizing their talent, providing opportunities for advancement, and supporting their professional development.

Here are some ways UG2 works to #BreakTheBias:

Providing training, professional development and leadership opportunities. We lead the field in educating and training our employees, and that includes sending women to events such as the Pennsylvania Conference for Women and the Texas Women’s Leadership Conference. We prioritize promoting from within and supporting advancement among our incredibly diverse workforce.

Sponsoring the efforts of outside organizations that are working to advance equity. We are devoted to supporting the work of other organizations who share our values, such as English for New Bostonians, Massachusetts Alliance of Portuguese Speakers, Commercial Real Estate Women (CREW) Network and DC-based Jubilee Housing, which is women-founded and women-led.

Partnering and subcontracting with minority and women owned businesses. Diversity is a core value we hold in the highest regard, and that extends to our external relationships and professional dealings.   

Seeking out and honoring women’s voices and input. Taking responsibility means inviting and acting on feedback. UG2 offers every employee ongoing opportunities to provide input, from listening sessions to one-on-one check-ins to anonymous surveys.

Prioritizing work/life balance. Treating employees as family means recognizing the whole employee. We coordinate part-time/flexible/overnight schedules and comprehensive benefits packages that ensure our employees can care for their children and aging parents while also thriving professionally at UG2.

We have more work to do, in our own organization and in our industry, too. We are particularly proud that UG2 Associate Vice President for Culture and Community Lauren Lanzillo is taking on the role of Co-Chair of BOMA’s Emerging Leaders Committee, where she can help #BreakTheBias as she engages, inspires and advocates for the next generation of women in our industry.

An example of UG2 excellence without exception

Friends and customers of Team UG2 know we are continuously striving to exceed expectations and raise the bar on all things facility services. Our latest achievement to that end is a major one, and we’re proud enough to want to shout it from the rooftops.

By earning the ISSA Cleaning Industry Management Standard and CIMS-GB with Honors Recertification, UG2 retains its place in a prestigious class of highly respected cleaning organizations.

The select organizations who achieve this status are recognized by a rigorous team of independent assessors for excellence in:

Quality systems Team UG2 continues to uphold our commitment to leadership in innovation, technology, and quality control; we continually assess and refine our systems and processes.

Service delivery We treasure our customer relationships, and it shows in our 98% customer retention rate — and in the notes, feedback, and expressions of gratitude we receive throughout the year.

Human resources We tap the greatest talent, and make sure we supply our teams with everything they need to succeed, from best-in-class benefits to opportunities for training and advancement.

Health, safety, and environmental stewardship Safety is at the core of everything we do at UG2 – every hire, meeting, check-in, and process change.

Management commitment Responsibility begins at the top. Our founder and leadership are personally involved and deeply invested in the professional success and satisfaction of every member of Team UG2.

Green Building We do our part by leveraging green cleaning practices, limiting the use of aggressive chemicals, and emphasizing the reduction, re-use, and recycling of plastics.

What does it mean for you?

CIMS-GB Certification means customers can trust that a service provider will get the job done. It lets you know that our management systems and processes have been independently assessed, that we deliver the highest level of service, and that we are able to reduce costs by operating efficiently. CIMS-GB Certification also enables our customers to achieve points under the U.S. Green Building Council’s LEED for Existing Buildings: Operations and Maintenance.

The bottom line: UG2 continues to excel, overperform, surpass expectations, and set new standards in facility services.

PRESS RELEASE

Industry Veteran Dennis Giblin Joins UG2 as National Vice President of Strategic Partnerships & Solutions

February 23, 2022 – BOSTON, MA – UG2, a leading provider of comprehensive, integrated facility services, today announced it has hired industry veteran Dennis Giblin as National Vice President of Strategic Partnerships & Solutions. Dennis is charged with helping to accelerate UG2’s growth as the company continues to break new ground in facility services.   

“We founded UG2 to raise the bar in how facility services are delivered. Through innovation, dedication to excellence, and the hiring of extremely talented professionals, we’ve been able to provide value to our customers while growing our business,” said Louis J. Lanzillo, Jr., CEO of UG2. “Dennis has tremendous expertise and deep relationships within our industry. He will be invaluable in helping us expand to meet growing customer demand. I couldn’t be happier to welcome him to the UG2 family.”

“I’ve watched UG2 grow over the years with much admiration and respect,” said Dennis. “Now, as part of company, I’m excited to collaborate with my colleagues and help UG2 expand its reach even further.”

Dennis is a dynamic sales leader with 20 years of success in driving revenue and improving sales team performance. In addition to his strong business acumen, Dennis is known for building and maintaining close and mutually rewarding relationships with clients. As UG2’s National Vice President of Strategic Partnerships & Solutions, he is responsible for growing regional markets across the nation and managing the regional sales teams that are focused on single service lines in the Commercial, Corporate, Retail, Public Venue and Multi-family residential industries. He is also responsible for overseeing business development operations.

Dennis comes to UG2 from Able Services, most recently having served as National Vice President of Business Development. Dennis began his career at Able as an Engineering Manager before moving into sales, in the roles of Director, and then, Vice President of Business Development.

About UG2

UG2 sets a new standard for excellence in comprehensive, integrated facility services. We deliver innovative solutions, pristine environments, and a passion for customer service from a team with more than 350 years of experience in the facilities maintenance industry. Our suite of solutions includes Janitorial Services, Operations & Maintenance, and Workplace Solutions for clients in Commercial, Corporate, Education, Healthcare, Life Science, Public Venue, Retail, and Industrial markets. We use advanced technologies to deliver efficient service, constantly refine our processes to ensure our team continues to lead and emphasize a culture of excellence throughout our organization. Founded in 2012, UG2 is based in Boston, MA with regional offices in Washington, DC, New York City, Los Angeles, Sunnyvale, West Palm Beach, and Chicago. UG2 has been recognized as one of the fastest-growing privately held organizations in the industry. For more information, please visit www.ug2.com and follow us @UG2IFS.

UG2 Understands the Complexities of Facilities and the Built Environment

Operations and Maintenance (O&M) of a facility is a complex undertaking in a constantly changing environment. Mastering it requires getting to know the unique needs of every customer as well as every facility, and adapting our processes and approach to meet them.

With everything from critical environments and life science to retail spaces, UG2 excels in the face of this challenge because we built our business from the ground up with a customer-focused approach. You’ll hear plenty of companies tout their customer service commitment, but, as with everything we do at UG2, we have the data to back it up — strong subject matter experts at every level of the organization and a 98% customer retention rate.

What explains our ability to excel?

Delivering value to every customer Our well-established expertise and long-term view of customer relationships allows us to manage operations efficiently and effectively, in the most cost-effective manner. We excel at asset and energy management solutions as well as capital planning, and customize our solutions to every facility and customer, so you get exactly what you need — no more, no less.

Keeping ourselves and our teams accountable Our management team is fully engaged in our teams’ processes and priorities. We value transparency and communication as much as you do, so we stay on top of day-to-day challenges and emerging issues. Our commitment to you includes bearing full responsibility for the operations of your site.

Prioritizing training and quality management. We regularly provide every employee best-in-class, ongoing training to ensure they stay at the top of their game. We use leading quality management solutions to monitor workflow in real time and address potential issues in the moment.

Putting safety at the center of all we do. Our proactive approach to safety incorporates ongoing trainings and refreshers for employees at every level and an unparalleled safety audit program. Every decision we make, every training and meeting we hold, begins and ends with an emphasis on safety.

Investing in state-of-the-art resources and equipment We hire and develop the most committed and highly-skilled engineers and maintenance technicians —and then we equip them with the tools, technologies, and innovations they need to keep your facilities running smoothly.

Because operations and maintenance looks different for every customer, we tailor our services to your unique and evolving needs. Without strict service line silos, UG2 can readily leverage lessons learned and best practice between O&M management teams of every industry. This gives every customer the full backing of our knowledge and technical assistance regardless of how big or how small their operation is. At the heart of our success is the relationship and the trust we build with our customers, which informs our approach, our processes, and every decision we make.

Success Achieved by Working Hard and Making a Positive Impact

Imelda Martínez Hernández’s hard work, generous support for her peers, cheerful demeanor and stellar reputation with customers have propelled her up the professional ladder at UG2 since she first joined the company in June 2021.

After starting with UG2 as a night custodian, Imelda earned promotions to night lead and day site lead before her most recent advancement to site supervisor.

Imelda takes tremendous pride in her work and loves helping her team succeed. Our customers have frequently expressed their deep appreciation for her, and West Coast Regional Operations Manager Alex Romano shares their gratitude for Imelda’s contributions.

“I was really happy to be able to offer Imelda this position,” said Alex. “It’s rewarding to see someone grow into a role where you know they will have a positive impact for customers and for our teams.”

Imelda was thrilled to accept the promotion and cannot wait to take on the challenge of her new responsibilities. She hopes her fellow employees working on the front lines in this challenging time are motivated by her story, and that it helps them dream big— because, as she says, “Anything is possible!”

Imelda lives in San Diego, and when she’s not busy providing above-and-beyond service to every UG2 customer she encounters, she loves spending time with her close-knit family.

When she looks ahead to her future with UG2, she is most excited about helping and supporting the up-and-coming generation of UG2 employees, and witnessing how they grow and thrive in the company, as she has.

PRESS RELEASE

Privately-held facility services leader adds industry veterans, opens new California offices to meet growing demand

LOS ANGELES, CA – UG2, a leading provider of comprehensive, integrated facility services, today announced the addition of four industry veterans to its West Coast operations. Jeff Palmer has joined the company as Senior Regional Vice President, along with Stu Collins, Vice President of Building Maintenance; Paul Savarino, Vice President, Engineering Services; and Evan DuBose, Regional Associate Vice President of Engineering. With more than 65 combined years of industry expertise, they will lead UG2’s expanded services throughout California, as the company continues growing aggressively to meet customer demand.

“Nothing is more important to UG2 than delivering innovative facility services that exceed client expectations. Our ability to do this time and again while maintaining an unwavering commitment to client success, has made UG2 a trusted partner for organizations of all types and sizes, and helped propel our company’s growth,” said Louis J. Lanzillo, Jr., CEO of UG2. “The tremendous expertise and high integrity that Jeff, Stu, Paul and Evan bring to UG2 will enable us to continue expanding our reach while raising the bar in facility services excellence.”

UG2 was founded to transform how outsourced facility services are delivered. The company innovated processes that foster continual excellence, implemented the industry’s most effective best practices, and was built from the ground up to enable proactive and highly responsive service. UG2’s expertise, nimbleness, size, and independence make it uniquely suited to providing world-class, customized facility services that scale when clients need to, easily accommodate new requirements, and deliver superior results.

Jeff Palmer, Senior Regional Vice President, Western US & Midwest

“UG2 takes a fresh approach to facility services. They earn their clients’ trust every day by being fully accountable and transparent, and never resting on their laurels,” said Palmer. “As a private company, they empower employees to go the extra mile to exceed client expectations, and are deeply committed to employee career development and training. I’m proud to join a company of such high caliber and excited to help accelerate UG2’s next phase of growth.”

Palmer joins UG2 from Able Services, overseeing UG2’s engineering operations throughout the Western United States and the Midwest. A graduate of the California Maritime Academy, Palmer has more than 25 years of facility management expertise at numerous commercial office buildings and hospitals throughout the San Francisco Bay Area. A former union member with more than 15 years’ experience negotiating labor union agreements, he has been integral in building strong relationships between clients and facility services staff. He is a member of BOMA, IFMA, CoreNet, and IREM.

Stu Collins, Vice President of Building Maintenance, California

“UG2 is renowned for delivering exceptionally pristine and safe environments with a five-star service level. This, combined with its ability to continually stay ahead of the curve, make UG2 a stand out amongst providers,” said Collins. “I couldn’t be happier to join the company and contribute to its success.”

Collins honed his expertise while advancing from project manager to division manager to senior director of operations in facility services organizations. Prior to UG2, he worked at Able Services covering both Southern and Northern California markets and managing over 35 million sq. ft. of commercial real estate space. He is well-versed in union negotiations, implementing building inspection and safety platforms, and employing scope adjustments, communication strategies and the latest disinfecting protocols related to COVID-19. Collins has a Master of Arts degree from the University of Dundee and is a member of BOMA.

Paul Savarino, Vice President, Engineering, Southern California

“UG2 combines the best of two worlds – the feel of a small familial company that prioritizes client and employee relationships, and the comprehensive services, advanced technology and scalability of an industry leader,” said Savarino. “I’m looking forward to helping this highly talented team expand its penetration into the integrated facility services business and other industry verticals within California.”

Savarino oversees UG2’s engineering staff for the region, working closely with clients to ensure best-in-class service and highly satisfied occupants. He has over 30 years of experience in facility services, working with premiere office and hotel properties throughout the Los Angeles region, including Beverly Hills Hotel, Ritz Carlton, La Quinta Resort, and New York Palace Hotel. Savarino has managed more than 80 million square feet of class A office, retail, and hospitality space in the Southern California region. As a strong leader, he also has broad experience in project implementation and delivery, and a deep expertise in maintaining, enhancing, and ensuring the smooth operation of high-profile properties. Savarino is a member of BOMA, IFMA and IREM.

Evan DuBose, Regional Associate Vice President of Engineering, Bay Area and Pacific Northwest

“To build mutually successful relationships with clients, you need to engender trust, operate with integrity, invest in your employees, and set clear and high expectations. UG2 sets the standard in all these areas,” said DuBose. “I’m excited to roll up my sleeves and help UG2 and our expanding customer base reap the rewards from our partnership.”

DuBose brings more than 25 years of facility services expertise to UG2, where he directs engineering for the San Francisco Bay Area and Pacific Northwest. Most recently he served as Regional Engineering Manager at Able Services, responsible for oversight and management of 400+ employees and several large commercial and hospital facilities. DuBose began his career as a journeyman engineer at ABM Industries before moving to a facilities manager position at Applied Materials.

About UG2

UG2 sets a new standard for excellence in comprehensive, integrated facility services. We deliver innovative solutions, pristine environments, and a passion for customer service from a team with more than 350 years of experience in the facilities maintenance industry. Our suite of solutions includes Janitorial Services, Operations & Maintenance, and Workplace Solutions for clients in Commercial, Corporate, Education, Healthcare, Life Science, Public Venue, Retail, and Industrial markets. We use advanced technologies to deliver efficient service, constantly refine our processes to ensure our team continues to lead and emphasize a culture of excellence throughout our organization. Founded in 2012, UG2 is based in Boston, MA with regional offices in Washington, DC, New York City, Los Angeles, Palo Alto, West Palm Beach, and Chicago. UG2 has been recognized as one of the fastest-growing privately held organizations in the industry. For more information, please visit UG2.com and follow us @UG2IFS.

Embracing Each Step Towards a Successful Career

Kevin Arzu had plenty of experience managing customers and employees when he joined UG2 in February 2018. He had spent three-and-a-half years as a store manager in technology retail, and had demonstrated tremendous success increasing his store’s sales, profit, and conversion rate.

“I’m a little bit competitive,” he laughs. “I took a store from having a conversion rate of 8% a month to a steady 13%. It was a hard road, but the biggest thing is finding the right people. One thing I’m grateful for at UG2 is it’s kind of the same thing – you want to find the right person to do the right job, and I was able to bring that experience into my role here.”

Well before coming on board, Kevin knew firsthand that UG2 was a company that invested in its employees for the long term. His wife, Nereida Barbosa, has worked her way up from cleaner to account manager with the company.

Despite his previous management experience, Kevin chose to start as a cleaner in the Boston Back Bay area.

“I was initially hired to be a manager, but I had been out of the cleaning industry for a few years,” he says. “I took a step back and asked Greg Lanzillo, my operations manager at the time, if it was okay for me to go up the (career) escalator ladders, learn the rules, and get a better understanding of what we do.”

Kevin spent nearly nine months working for Jose Lagares, who quickly saw Kevin’s potential and served as a key mentor in supporting Kevin’s advancement through the company.

“Jose challenged me to see what we were missing, to find the inconsistencies,” says Kevin. “He is just an awesome guy who can help people see things as a coachable moment versus just being told how to do their job.”

Looking to challenge Kevin, Jose put him in charge of a project, and Kevin embraced opportunities to not only learn and excel at his own job but to pay close attention to others’ jobs and how they approached them. His attention to detail along with his penchant for problem solving proved essential when Boston experienced back-to-back snowstorms and Kevin proved himself adept at crisis management, prioritizing jobs while juggling equipment issues.

That hard-earned success brought a new opportunity: working with Alex Pena as assistant area manager for his portfolio of 50+ buildings.

“It gave me a bigger horizon,” says Kevin. “I was able to experience what a manager would do on a day-to-day basis managing multiple accounts. It gave me almost two years of great experience, and then working with Alex when COVID-19 happened was an even greater learning experience. I learned more in-depth about using the right chemicals and avoiding cross contamination and got a better understanding of what we do here and how to be successful.”

When Kevin eventually earned another promotion to his current position, account manager, he wanted to give back by spending time with his replacement, Christian Aguilar, to convey some of what he had learned along the way which is what he had experienced from his own colleagues and mentors.

“One thing I will say about UG2 is the way that I was received when I came on board,” Kevin says. “It was always open arms. It was always, ‘Hey, listen, do you need this? Do you need that?’ And that’s what made me fall in love with the company.”

New UG2 Website Redesign

From the start, UG2 has been committed to using innovation and expertise to enhance customer experiences, and now that mission is driving changes in our website.

Recently, UG2 did a full revamp of its web presence, with several notable updates:

• More employee focus: We have always said that our people represent our greatest strength, and that’s why our site features them more than ever, including their stories, quotes, and photos.
• Mobile optimized: Our site is now designed to deliver content, no matter what device you might be using.
• Video components: See UG2 in action with new video assets that give you a greater picture of our talented teams at work.
• Enhanced navigation: It’s now easier than ever to find your way through UG2’s digital experience, including descriptive service line pages.
• Career page: Want to work where you’re valued and supported? Visit our new career page for the latest postings, and apply right on the website.

As always, UG2 is focused on leading the way when it comes to facilities management. Take a look at our new site and be sure to check back frequently for fresh blog posts and other useful information.

There are many factors that go into making facility services organizations successful. One thing stands out among the rest: a culture of excellence, in which people work collaboratively to achieve common goals, and never rest on their laurels.

While businesses of all types strive for excellence, embedding it into an organization’s DNA can be as challenging as it is critical. Many customers engage UG2 to help them affect the cultural change needed to deliver superior facility services. Here’s how we imbue a culture of excellence:

1. Hire, Train and Groom the Team

It all starts with people. We make sure ours are PHDs: passionate, hard-working, and dedicated. UG2 staff, whether long-time employees or recently onboarded, are treated like family. We expect a lot from them and invest a lot in them, from coaching and extensive training, to the advanced technologies and comprehensive playbooks they need to be successful. They go the extra mile for our customers because we go the extra mile for them.

2. Cultivate Listeners and Innovators

Listening is key to understanding customers’ needs and building strong partnerships. Every single one of us takes the time to listen to our customers, no matter the topic or when the conversation arises. Hearing what customers have to say also encourages thinking about new ways to optimize processes, technologies, and services. We actively encourage and embrace these innovations.

3. Foster Accountability

To affect a culture of excellence, you need to hold people accountable. We set ambitious and well-defined expectations based on each client’s KPIs, such as work order completion, safety, customer experience, and janitorial quality inspections. Not only do we measure how UG2 is performing against those KPIs on a continual basis, we share that information with all employees, often displaying results where they clock in and out of the customer’s site. This helps ensure that we’re all working towards the same goals, keeping performance at the forefront of everyone’s mind, and fostering positive change.

4. Be Transparent

True accountability requires full transparency. We share our successes with customers, which is always a pleasure. But just as, if not more, important, we also share and take ownership of any shortcomings. Not only is it the right thing to do, it’s how we determine the course corrections and adaptations needed to continuously enhance service delivery.

5. Engender Trust

Trust is the reward of a culture of accountability. We earn our customers’ trust every day by teaming with them to raise the bar and working hard to exceed expectations. We become a de facto extension of our customers’ facility services organizations, and truly take their goals on as ours. Everyone, from our on-site staff to our C-level executives, plays a role in ensuring our customers receive best-in-class service delivery.

UG2 was founded on a culture of excellence. We built it into the fabric of the company – into how we support employees and engage with customers. For many clients, we become an agent of cultural change. Contact us today to find out how we can do the same for your organization.

Meeting the needs of a premier hotel in the heart of a busy city

In the heart of Washington, D.C. is a luxury hotel with a soaring atrium, lush outdoor terraces, and lavishly appointed guest rooms with designer touches of bronze and oak, along with floor-to-ceiling windows that take in expansive views of the capital city.

Like so many other hotels right now, though, the property also has extensive needs when it comes to cleaning, disinfection, and maintenance. Recently, UG2 began its partnership with the hotel and even from the initial walkthrough, it was clear the building’s previous services provider had not met expectations.

Identifying the Needs

To address the physical distancing required by COVID-19, the hotel had to shut down temporarily, barely a year after it had first opened. Aiming for a reopening in late August, the hotel’s management team wanted to ensure it would meet even higher standards than before the brief shutdown. But that came with challenges.

In an initial inspection, UG2 found areas of improvement:

• Marble flooring throughout the property was not polished regularly, giving the floors a dull look.
• Predecessor cleaning company hosed down kitchen equipment to clean it, which resulted in fryer damage and some minor appliance damages.
• Improper and infrequent cleaning of the kitchen floor caused consistent grease residue, presenting a slip-and-fall risk.
• Poor maintenance of floor mats in the kitchen and prep areas resulted in mold growth, another health concern.
• Extensive meeting spaces, both indoor and rooftop, required cleaning and disinfection for safe usage.

Items like these indicate a minimum level of care and cleaning that can easily extend across an entire property. If the marble floors are ignored, what do the elevators look like? What about dining areas and guest rooms?

The luxury hotel needed to ramp up its appearance quickly, since renewed travel in Washington led to over half of its rooms being booked for opening weekend—with consistent reservations of 30 to 70 rooms a day into September.

Moving Ahead

To address immediate needs for a much higher level of cleaning and disinfection, UG2 worked to ensure that the hotel could meet the recommendations for the chain’s established cleanliness program.

This protocol was put into place for all of the chain’s brands, and involved new procedures for housekeeping in guest rooms, changes to in-room service for contactless food delivery, increased cleaning of public spaces, and improved solutions for event planning for more safety.

UG2 transitioned the luxury hotel’s health and safety procedures to an even higher level, thanks to our experience with facilities maintenance. That meant UG2 teams were able to track cleaning and sanitizing in a meaningful way that ensures no areas will be neglected, even if they seem unused.

Because the hotel’s kitchen area was a particular concern, UG2 team members made sure that daily cleaning addressed formerly problematic issues. For example, on a daily basis, UG2:

• Cleans and soaks filters in the stoves’ hoods.
• Degreases and wipes fire sprinkler pipes and drains grease traps.
• Keeps floors cleaned and degreased, including floor mats.
• Removes carbon deposits and residue from stoves, ovens, broilers, and grills.
• Cleans and sanitizes exterior and brushes debris from interior of wood stone pizza oven.

This is just a brief list of the many intensive daily cleaning tasks undertaken by UG2. This enhanced attention to detail was  implemented in the hotel’s public restrooms, employee locker rooms, back-of-house corridors, the main entrance, and the expansive lobby area.

UG2 also ensured CBE compliance by subcontracting to Total Services, LLC, a minority, women-owned business that offers buildout and remodeling services for commercial spaces.

The pandemic is certainly not over, and we’ve all come to accept that we don’t know when there will be enough of an endpoint to make us feel “back to normal.” But even when that time comes, having extensive cleaning and disinfection practices will remain key for providing healthy and safe shared spaces for occupants.

As the hotel welcomes guests, UG2 is dedicated to making sure they can have the confidence that comes with a focused, comprehensive approach to facilities management.

A guest post highlights the key essentials of customer service for the facilities management industry

No matter what role you’re in, from management to technical to entry-level, being “customer-centric” is at the forefront of your job. It’s even more important than how you use your wrenches, buff your floors, or create organizational strategy.

To be a company, like UG2, that is committed to customer service, it’s crucial to put action behind that promise. As UG2’s Chief Operating Officer, John Correia always likes to say, “if you talk the talk, you have to walk the walk”. Throughout my years guiding companies through customer service training, I’ve shared several key principles that make a company stand out as a customer-centric organization:

• Understand your client: A phrase I always like to mention is, “Look at the client with new eyes.” You might already have a great relationship with your customers, but you might be viewing them as a pain point or a challenge. There usually comes a point when it helps to hit a reset. Take a step back and try to see issues through that customer’s perspective. Try to hear what the customer might not be saying directly—what do they really need? What makes them “react”? Trace the relationship back to the point where your perspective changed and see if you can approach your client differently.
• Acknowledge communication skills as a key element: Effective communication means being positive, enthusiastic, and friendly in a way that puts your customer at ease and makes them feel connected to you. Remember that even your gestures, body language, and eye contact all play a part in what you communicate. Good communication helps foster great relationships, which is the backbone of developing good customer service. These are crucial components that help you satisfy and retain your customers. That means building rapport, relating to what they’re asking, listening more than speaking, explaining your process, and learning what their preferences are in terms of service delivery and quality of work.
• Resolve conflict strategically: No matter how perfect your team might be, or how thorough you are in delivering services, conflicts arise. Trying to prevent conflict is helpful, but you also need a plan for situations where conflicts arise so you can handle them quickly and thoughtfully. Make sure customers know who to approach if there’s a problem, what the resolution strategies might be, and that you’re committed to making things right.
• Empower your team: Customer service that is only delivered through client representatives is barely service at all. Every member of your team should be part of the effort. First, remember that they need to be trained and supported in a way that’s empowering. Create a culture that makes it easy for them to deliver great service. This includes giving them autonomy and authority, while still being approachable for handling customer service issues. Recognition, rewards, and encouragement should be regular occurrences.

For over 10 years, I’ve specialized in HR training and customer service is near and dear to my heart. No matter what your industry, customers always have the option to pick up the phone and call your competitor. Being able to price your goods and services in a competitive way will only take you so far. The fact is that everyone knows what great customer service looks like–and what it feels like.

Making sure that you follow through on your customer-centric promises can bring you a long way toward honoring that commitment to prioritize your customers as the most important part of your company.

Is it time to find a new facility services provider?

The first impression of your company is your facility. Tenants, prospects, customers, and guests form opinions based on how inviting it is. Is it sparkling clean? Are all public spaces in good repair and looking like new? Do all of the building systems function properly? Is the building is warm in winter and cool in summer? Are the restrooms spotless with every fixture working? Working with the right facility services provider will make sure that you can answer “yes” to every question.

Hiring the right company to manage your janitorial and operations & maintenance services is an investment in time and money – a positive working relationship, fair pricing, and a full array of needed services are all vital.

It’s easy to fall into a situation where everything seems good enough. But just as you periodically review your vendors and contracts, you should take a look at your facility service provider, too. Like most business relationships, it’s important to evaluate more than just the financial details. Take the following quiz to review some of the less-considered aspects of your relationship:

Evaluating Your Facility Services Provider

• Does your provider have an eye for detail? Facility services contracts outline provider responsibilities and deliverables as completely as possible, but there will always be things that come up that may not be spelled out. For the following example, choose how your provider responds:

  During routine cleaning, the janitorial staff discovers a loose tile in the bathroom. They respond by:

  • Cleaning around it so as not to disturb it.
  • Cleaning over it and moving on.
  • Cleaning it as thoroughly as possible and reporting it to you so that your maintenance staff can fix it.
  • Fixing it as soon as possible to eliminate it as a trip-and-fall concern.
• Does your provider say no more often than it says yes? Building tenants often have new requests, such as offering snack walls or beer taps. When you ask your facility services provider to take on an additional service such as stocking snacks and changing kegs, how do they respond?
  • “No, that’s not in our contract.”
  • “Our insurance doesn’t cover food handling. We can’t help you.”
  • “Our employees are not trained to interact with tenants and building guests.”
  • “Sure! We’re happy to add this new service!”
• Does your provider’s team have the right skills to manage your needs? For example, if your O&M provider discovers a leak in your HVAC system during routine cleaning, how do they respond?
  • They ignore it. You’ll figure it out sooner or later and they don’t want to get blamed.
  • They tell you a week later, after the leak has already destroyed the boiler room floor.
  • The report it so that you can find a licensed tech on your own.
  • They repair it promptly with their own internal licensed tech, and let you know that the problem is solved.
• Do you have detailed insight into your account? If you ask for a review of services provided including an accounting of work completed, costs, and other details, how does your provider respond?
  • “No can do. Whatever is done is done.”
  • “Umm, give us six weeks to gather that info and get back to you. (In the meantime, we’re secretly hoping you forget…)”
  • “Let’s talk it through on a phone call.”
  • “No problem. I’ll resend the monthly reports we have been delivering, plus will show you how to generate them via your personalized online dashboard. I will be happy to help you create any custom reports you’d like by end of day.”

Score Your Answers

If it’s not obvious, the goal is to find a facility services provider responds “D” all the time. You need a partner that views your facility as you would yourself, and can see and identify things that need to be done. One that is willing to be flexible and add new services when you have a request. And one that has the trained staff to be able to manage all of your operations and maintenance needs – not just have you pay to farm it out.

Finally, you need a provider that has invested in technology and processes that track work and back it up with data. Look for timekeeping information on staff that’s tracked via advanced methods, data on savings achieved from doing O&M work in house vs. using external providers, and detailed information on when contracted services were performed. This type of recordkeeping is more than just for show – it is data that your provider should be tracking and using to make sure they are providing optimal services on your behalf, and to help them find ways to save you time and money with improved efficiency and solutions.

Bite the Bullet

If your quiz answers are not up to standard, then think about the other aspects of working with your vendor.

• Do you feel you are getting the appropriate level of service for your monthly and annual investment?
• Do you have other services you would like to outsource, but don’t feel confident in approaching your vendor?
• Are you confident that the vendor’s recruiting, hiring, and training programs will keep pace with your ongoing needs?

A “no” answer to any of these is just another indictor that it might be time to consider a new facility services provider.

Making the Switch

How do you go about making a change? The first step is to evaluate other options. Reach out to potential vendors and provide them with the following info:

• An overview of your facility – type of environment, systems, hours, tenants and guests, and any information about the functionality of your facility.
• A list of the services you currently outsource.
• The terms and conditions of your current contract – hours of operation, response times, performance indicators, and any other requirements that are important for your facility.
• A list of additional services you would like a vendor to bid on providing.
• Your budget or, at a minimum, budget range.

Ask the facility services vendor to provide a quote of services they can offer to match existing levels as well as their suggestions for additional services, including pricing. Also ask for the following information:

• Details on the vendor’s recruiting, hiring, and training programs.
• A sample of the type of reporting that the vendor provides to facility service clients.
• Information on the vendor’s advanced technologies, including things such as facial recognition for time keeping.
• Details on the key performance indicators the vendor will track on your behalf, and how they will measure their performance against them.

Once you have your proposals back, you can work with your team to review the information. You may be surprised to learn how much more value you can receive without over extending your budget.

Make sure to schedule an in-person meeting with the team that will manage your account, including your lead contact and company senior management. Personal fit is important in facility services – you want to make sure the vendor is eager to do what it takes to keep your facility at its best and that you would be happy to partner with them.

While it might seem daunting to research vendors and start with a new facility services company, you may find that the extra level of service more than makes up for the transition. Take the time to invest in finding the best for your facility – you will be happy to know that you have done the right thing to make that good impression.

Call to action:

We’d love to learn more about your facility and your team. Can we provide a proposal for next-generation services for you? Just send a note to our team to schedule a requirements-gathering phone call. We’ll make it easy to learn more! [link to appropriate email address]