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!