While many organizations talk of downsizing or even closing their doors forever I want it to be known that Horizon Services Corporation remains committed to continual growth and the creation of new opportunities.  Uncertain times such as these that make me grateful for our fiscal restraint because I know we navigate through rough waters in a seaworthy vessel. While our competitors are forced to cut jobs we welcome their employees to join the Horizon Services team. I am certain that the diverse backgrounds, skills and experiences these new employees will bring will help Horizon in our continued growth.

The news stories of doom & gloom will run for years to come but I am confident Horizon Services will not be a victim of this economy. It is my ongoing pledge to keep Horizon profitable, to find new opportunities and to assist our sales and operations teams in any way possible.

In the building services industry much time is spent talking about efficiency, methodology and employee turnover as keys to success and while these are very true we often forget to discuss the importance of customer selection. While economic times get tough it is a natural response to take on any new business that presents itself however my 20 years in this industry have shown that this is the worst possible model.

While great employees can equal great success in an account there are some customers that will never be pleased and some contracts that will never make sense. Much as our managers are empowered to assign and dismiss service technicians as necessary abusive customers can also be recommended for contract termination.

Recognizing a “Good” customer

A good customer is not automatically the customer that is willing to pay the most. The ideal customer looks at their contractors as partners rather than “vendors” and is willing to listen to advice regarding the care and service of their facility.

Good Customers;

• Have a clear understanding of what they are looking for
• Provide appropriate lead time before starting a contract
• Ask for suggestions regarding the care of their facility
• Treat service technicians and day porters with respect
• Are willing to pay market value for services received

For building services contractors one of the greatest obstacles that we that we face is overcoming the stigma attached to our industry both when recruiting new employees and even when interacting with prospective customers. When communicating with these two make-or-break groups it is vital that we approach the conversation understanding exactly how important the role of building services contractor is.

While working for a building services contractor is unglamorous and sometimes even thankless the work we accomplish is vital. A well maintained building increases employee satisfaction and can reduce attrition rates and boost employee attendance. Proper building hygiene is a first line of defense against common illnesses, MRSA and even Avian Flu.

If we keep in context the work that we do we are less likely to present ourselves from a position of weakness and are more willing to find the employees and customers that respect what we do and view us as a professional organization.

Doing business in such tough economic times requires patience and an iron will. As building services contractors we have the most pressure on us as customers are forced to cut budgets and maximize the dollars that they do spend. For many contractors the renegotiating of contracts or cutting of services feels like a personal slight, an insult to the hard work that gets done each night; this is the wrong attitude.

Horizon Services has survived the past two-decades because of our planning, budgeting and nimbleness. Our experiences have taught us that being flexible and taking a creative approach to building management not only benefits the customer by keeping up cleanliness standards in spite of budget cuts it also helps our bottom line. Our very best references and referrals frequently come from customers we have helped through tougher times so If I could offer one bit of advice to my peers it would be to never burn bridges and while 2 night a week service may not fit your business model sometimes you owe it to the customer that has remained loyal, treated you as a partner and always been willing to pay exactly what service costs.