In this week’s guest blog, we are pleased to welcome Jim Melvin, CEO of the Exclusive Services Group, national supplier of cleaning services across multiple industries, including leisure and media, retail and logistics, commercial, manufacturing and education. Read on for Jim’s ultimate Facilities Management wish list.
In the dynamic world of facilities management, the landscape is constantly shifting, presenting a wealth of challenges and opportunities at every turn. As the role of Facilities Managers (FMs) continues to evolve, they must adapt to changing needs, technological advancements, and industry trends. But what do facilities managers really want? I’m pleased to share my ultimate FM wish list in this blog!
Top of the wish list are cost, innovation, and value. They are, without doubt, the biggest challenges for us, particularly as we navigate a difficult market. We want to achieve the highest standards of service and efficiency without overspending. FMs seek cost-effective solutions that deliver exceptional quality, ensuring that every investment contributes to the overall performance and sustainability of the facility.
Resource management remains a significant challenge. Post-pandemic, the industry lost many workers due to Brexit and changes in immigration laws, which prevented many staff from returning. Additionally, Brexit has impacted the availability of stock parts, though this has improved somewhat. For us, resource management is paramount, while for our clients, cost is often the primary concern. This creates a dichotomy that we must carefully balance.
ESG plays a huge role for FM companies when selecting a janitorial provider. Strategically, it’s essential to have a robust plan in place. Client demand for environmental responsibility is high, and rightly so. In our business, we hired an external consultant to help us achieve a carbon-zero strategy by 2028, with a target of 2030 for flexibility. Our biggest single measure has been updating our fleet, but environmental and sustainability considerations have also been key in our recent materials and janitorial tenders.
Social responsibility is equally important – and morally something that we should want to do anyway. So, we actively participate in initiatives like the Square Mile Hygiene Bank, addressing critical issues such as the lack of access to hygiene and clean clothes for children in schools within London. It’s a disgrace that in 2024, and, as an example, 300 out of 400 children in an East London school faced such conditions. We work with janitorial houses – including Jangro – to provide domestic hygiene and cleaning products to schools who then pass them onto children. The pandemic also prompted us to get involved with MIND, since people were struggling with mental health at that time, and we became a member of the Employers Initiative Against Domestic Abuse, because sadly, where people had so many issues to face and in an industry with so many different pressures, that concern too escalated sharply.
Being a credible and reputable supplier requires robust governance. External verification is essential to validate efforts. I’m delighted that we’ve successfully completed numerous annual accreditations, retaining all our certifications, including ISO 45001 and ISO 14001. This is crucial because, as an industry, we must change the culture, understanding, and professionalism based on external perceptions. These measures are not just tick-box exercises; they must be actively implemented.
The supply chain metric, On Time In Full (OTIF), is absolutely critical, especially when competing with other businesses. In today’s data-driven world, the demand for detailed reporting and demonstrable results has never been higher – and efficiency and reliability can be showcased through advanced technology.
It’s important that cleaning providers manage client expectations from the outset. Establish reasonable and clear service level agreements and monitor them. Communication is paramount – if delays occur, then they need to explain the situation and outline the next steps. But it’s important to remember that clients order services with the expectation of timely delivery because they are under pressure from their own staff and clients. Excuses, lack of transparency or ‘radio silence’ won’t suffice; direct communication and expectation management are essential.
I know Jangro, for example, has some great systems in place, including delivery dashboards that allow clients to monitor their orders in real-time, backed up with seamless communication and support to help maintain high OTIF standards.
It is essential that FMs ensure a positive experience and foster a productive and comfortable environment for tenants and occupants. This, too, requires measurement. One of our key practices is conducting regular, strategic reviews with clients. During these sessions, we focus on broader aspects beyond the cleaning itself. We also perform weekly, monthly, and quarterly audits, providing detailed reports that delve into the nitty-gritty specifics such as delivery days.
On the other side, is removing perception and subjectivity and technology can help in this respect. For example, QR codes and tags can be harnessed to evidence that particular jobs have taken place on specific days, at precise times. This provides demonstrable proof that tasks have been completed as promised. Clients are actively involved in these processes too, often participating in audits, and reviewing our machinery and janitorial products. These methods can help remove any level of subjectivity or negativity, whilst ensuring transparency, accountability, and excellence in services.
As well as outstanding products, cost efficiencies, and ESG, FMs want added value too. There has to be a whole package offered. Offering superior training is a big tick on my FM wish list! We have invested in our own Training Development Academy, which recently won the Golden Service Award. Jangro, too, has an award-winning e-learning system – the Learning Management Solution (LMS). The world is changing so quickly that staff must be trained so that they are up to speed with the latest products, techniques, and regulations. We must also provide opportunities for growth, allowing staff members to develop from their starting positions to wherever their ambitions take them. Our people absolutely deserve the support and resources to reach their full potential.
My ultimate FM wish list is comprehensive. It has to be – it can’t just be about cost; it has to balance value and resource management too. Embracing ESG principles, leveraging technology, providing added value services, and fostering strong client relationships are key to success.
Tune into to episode four of Keep it Clean, a podcast from Jangro, to hear Jim and Tim Corbett, Business Development Manager here at Jangro, talk more about the greatest challenges facing FMs today, and how can cleaning and janitorial providers can support them.
For more information about Exclusive Services Group, visit https://www.exclusivecontracts.co.uk/.
More blogs filled with other voices in the industry are coming soon.