ISSA, the worldwide cleaning industry association, is putting the cleaning industry on centre stage during the annual ISSA Cleaning and Hygiene Expo on 11-12 September 2024 at the International Convention Centre Sydney (ICC Sydney).
ISSA, the worldwide cleaning industry association, is putting the cleaning industry on centre stage during the annual ISSA Cleaning and Hygiene Expo on 11-12 September 2024 at the International Convention Centre Sydney (ICC Sydney).
AUSTRALASIA’S PREMIER EVENT FOR CLEANING & FACILITY SOLUTIONS
AUSTRALASIA’S PREMIER EVENT FOR CLEANING & FACILITY SOLUTIONS
Join your industry peers for two full days of information sharing, education, relationship building, and product innovation at Australasia’s Premier Event for cleaning and facility solutions.
Join your industry peers for two full days of information sharing, education, relationship building, and product innovation at Australasia’s Premier Event for cleaning and facility solutions.
EXPLORE industry insights and unparalleled networking opportunities, EXPERIENCE the latest and most innovative products, and ELEVATE your business potential. This is an event not to be missed!
EXPLORE industry insights and unparalleled networking opportunities, EXPERIENCE the latest and most innovative products, and ELEVATE your business potential. This is an event not to be missed!
10:00am
10:00am
WEDNESDAY. 11 SEPTEMBER
WEDNESDAY. 11 SEPTEMBER
IF IT’S NOT THERE, THEN IT’S NOT THERE!
IF IT’S NOT THERE, THEN IT’S NOT THERE!
Associate Professor Dr. Greg WhiteleyWhiteley Corporation
Associate Professor Dr. Greg WhiteleyWhiteley Corporation
10:45am
10:45am
‘WHAT’S THE GAME PLAN?’
‘WHAT’S THE GAME PLAN?’
Dr. Gavin Macgregor Skinner - Global Biorisk Advisory Council ISSA, Dr. Navin Sharma M.A.Reckitt Pro Solutions, Mark Piwkowski - Quayclean
Dr. Gavin Macgregor Skinner - Global Biorisk Advisory Council ISSA, Dr. Navin Sharma M.A.Reckitt Pro Solutions, Mark Piwkowski - Quayclean
11:30am AM I THINKING STRATEGICALLY ABOUT BUSINESS?
11:30am AM I THINKING STRATEGICALLY ABOUT BUSINESS?
Christopher Joyce - Asepsis
Christopher Joyce - Asepsis
12:15pm THE IMPACT OF CLIMATE REPORTING
12:15pm THE IMPACT OF CLIMATE REPORTING
Linda Romanovska - RSM Australia
Linda Romanovska - RSM Australia
1:00pm DATA OVERLOAD IN THE CLEANING INDUSTRY
1:00pm DATA OVERLOAD IN THE CLEANING INDUSTRY
Mark Fermor - TEAM Software
Mark Fermor - TEAM Software
1:45pm IAQ NOW AND INTO THE FUTURE
1:45pm IAQ NOW AND INTO THE FUTURE
Prof. Bronwyn King - Burnet Institute, Jason Green - Indoor Air Quality Association Australia, Ivi Sims, BULCS Holdings
Prof. Bronwyn King - Burnet Institute, Jason Green - Indoor Air Quality Association Australia, Ivi Sims, BULCS Holdings
Liezl Foxcroft - Master Cleaners Training Institute, Brad Horan - Lucrature
Liezl Foxcroft - Master Cleaners Training Institute, Brad Horan - Lucrature
EVENT
ISSA EXCELLENCE AWARDS PRESENTATION & NETWORKING 4:00m-5:30pm | Complimentary
ISSA EXCELLENCE AWARDS PRESENTATION & NETWORKING 4:00m-5:30pm | Complimentary
Join us as we honour the most innovative and high-quality products and services in the cleaning and facility solutions industry as we announce the winners of the 2024 ISSA Excellence Awards.
Join us as we honour the most innovative and high-quality products and services in the cleaning and facility solutions industry as we announce the winners of the 2024 ISSA Excellence Awards.
EXPLORE, EXPERIENCE, ELEVATE
WORKSHOPS
ESTIMATING & BIDDING
Wednesday, 11 September 8:30am-12:30pm
$180 ISSA Member | $250 Non member
THURSDAY. 12 SEPTEMBER
10:00am THE FUTURE IS HERE
Tom Culver - The Robot Factory, Dan Graoroski - iQCheckPoint.com
10:45am
THE DOS AND DON’TS OF CLEANING PRODUCTS
Dr. Gavin Macgregor Skinner - Global Biorisk Advisory Council ISSA, Stuart NicolQuipment Pty Ltd., Debbie Walker - Diversey
11:30am HOW TO TRACK THE INVISIBLE
Claire Bird - Litmas, Scott McFadzen - Coach 8, Andrew Bagnall - A.G. Coombs Advisory
12:15pm WOMEN IN INDUSTRY PANEL – NURTURING PROFESSIONAL DEVELOPMENT
Donna Willmette - Rapid Group Co-operative Ltd, Rochelle Lake - Essity Australasia
1:00pm THE GREEN MACHINE
Dr. Jennifer Semple - Accord Australasia, Chris Poullaos - Enviro LCS, Ginny BebbingtonCleanstar/ XPOWER
LEVERAGING AI FOR BUSINESS
Wednesday, 11 September 2:00pm-3:30pm
$80 ISSA Member | $110 Non member
1:45pm
TAKING A PRACTICAL LOOK AT RECENT EMPLOYMENT LEGISLATIVE CHANGES
Belinda Fyffe, The Proven Group
2:30pm BEYOND ‘SHE’LL BE RIGHT’: UPSKILLING & RESKILLING FOR SAFETY
Lorraine Rogic - Logic Business Resources
Delievered by Ian Farmer, Lecturer & Emerging Technology Futurist, University of Technology Sydney (UTS), University New South Wales (UNSW)
Delievered by Steve Kulper - Australian Property Services AIR,
Thursday, 12 September 1:00pm-3:30pm
$120 ISSA Member | $160 Non member
Delievered by Dr. Gavin MacgregorSkinner - Global Biorisk Advisory Council ISSA
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WEditor’s letter
elcome to the July and August edition of INCLEAN. As usual, it’s packed with stories from all corners of our industry. There are so many stories to tell, on such a wide canvas. Up front, you’ll find news on cutting-edge cleaning products and expert opinion on such diverse topics as period poverty, mastering AI and bringing more young people into the cleaning industry.
It’s your voice I’m hoping we can capture in these pages. Your voice and your stories. At the other end of the magazine, you’ll find the first in a series of profiles featuring people from across the Australian and New Zealand cleaning, restoration and hygiene industries. Our first profile star is Brodie West, who was recently appointed the first female president of the Restoration Industry Association. Next issue, it could be you — get in touch if you’d like to share your story with your fellow readers.
The wide range of our industry is on full display in this issue’s features. We look at the challenges and benefits of sustainable procurement. We consider how carpet cleaning companies can adapt to new technologies and expectations of customers. We examine the impact of robotic cleaners and AI on the cleaning industry. What effect will these innovations have on the labour market? And we recap this year’s RIA Conference, which took place in Melbourne during June.
Also inside — summer may be gone, but a future of increased humidity means it’s worth thinking about how we can redesign homes and offices to prevent mould. On the restoration front, new industry standards and advanced tech are streamlining how businesses handle restoration and remediation efforts after a fire.
I hope you find something to enjoy, interest or challenge you in the pages ahead. If you think there’s something missing, we want to hear about it. Your feedback helps make sure that the industry voice is heard and that we’re covering the issues that matter to you. Feel free to get in touch via the email below.
Happy reading,
Myke Bartlett Editor editor@incleanmag.com.au
FOR MORE INDUSTRY NEWS FOLLOW US ON
Niche Media takes its corporate and social responsibilities seriously and is committed to reducing its impact on the environment. We continuously strive to improve our environmental performance and to initiate additional CSR based projects and activities. As part of our company policy we ensure that the products and services used in the manufacture of this magazine are sourced from environmentally responsible suppliers. This magazine has been printed on paper produced from sustainably sourced wood and pulp fibre and is accredited under PEFC chain of custody. PEFC certified wood and paper products come from environmentally appropriate, socially beneficial and economically viable management of forests.
What’s on
ISSA Cleaning and Hygiene Expo
11-12 September 2024
Australia’s premier trade event for the cleaning and hygiene industry will be held at ICC Sydney. cleaninghygieneexpo.issa.com
CleanNZ Expo
6-7 November 2024
Clean NZ Expo will take place at the Te Pae Christchurch Convention Centre in Christchurch. cleannzexpo.co.nz
ISSA Show North America
18-21 November 2024
The premier trade show exclusively for the cleaning and facility management industries returns to Las Vegas. issashow.com
Making period care products free in workplaces improves productivity
Tackling period poverty at work can boost worker morale, a new study reveals.
How the minimum wage increase will affect the cleaning industry
The Fair Work Commission announced Australia’s minimum and award wages would be increased by 3.75 percent from 1 July 2024.
Sanitation and good hygiene practices in early childhood have lifelong benefits, study shows. Environmental factors such as sanitation and hygiene can have a profound and long-term impact on our health.
This paint promises to clean itself — and improve the air we all breathe
An experimental paint uses sunlight to clean itself and fuel chemical reactions that absorb and neutralise pollutants.
First Nations business Ganbara Facility Services partners with Siemens Mobility
A new partnership promises to support the economic participation of First Nations businesses across Australia.
Workers say bad office hygiene is “breeding ground for bacteria”
As more Australians and New Zealanders return to the office, a new survey outlines worker concerns about hygiene in the workplace.
IN THIS ISSUE
Features
24 Sustainable procurement gets smarter
The cleaning and hygiene industry is embracing sustainable procurement to minimise environmental impacts and improve health outcomes.
30 Women shine at this year’s RIA Conference
The annual RIA Inc. Restoration Conference & Trade Show brought the industry together for two days of talks, showcases and networking.
34 Carpet comeback
Adopting new technology and emphasising customer service will be crucial for carpet-cleaning contractors.
44 Preventing mould means rethinking our buildings
A future of humid summers means we need to rethink how we prepare our homes and offices
46 Working with the robots
Are robotic cleaners and AI technology about to transform the cleaning industry?
50 ISSA Expo preview
ISSA, the worldwide cleaning industry association, is embarking on their annual ISSA Cleaning and Hygiene Expo.
54 Baptism of fire
Changing technology and new industry standards promise to streamline restoration and remediation efforts.
58 Caring for stone floors
Stone and granite floors are easy to maintain, but need a light touch.
60 Profile: Meet Brodie West
A new regular section, profiling stars from the cleaning, hygiene and restoration industries.
Synbiotics:
WHAT THEY ARE AND WHY THEY MIGHT CHANGE CLEANING FOREVER
New products that apply a layer of healthy bacteria to surfaces promise to transform the cleaning industry.
Words Myke Bartlett
Photography by CDC on Unsplash.
Cleaning has traditionally been focused on killing germs. A new generation of cleaning products takes a different approach — instead of wiping out bacteria on a surface, it introduces a layer of healthy bacteria to keep the bad bugs at bay.
Synbiotic cleaning products were big news at the Interclean conference in Amsterdam in May, sparking excitement that a revolution is coming for the industry. Synbiotics are the third generation of an approach to cleaning that puts aside harsh chemicals in favour of using live bacteria.
They work by combining probiotics (the sort of beneficial bacteria you might find in yoghurt) with prebiotics (a food source that allows the good bugs to thrive) to create a healthy microbiome on surfaces. This layer overwhelms the dangerous bacteria and prevents them from reestablishing themselves.
Dr Gavin Macgregor-Skinner is the senior director of the Global Biorisk Advisory Council, a division of ISSA. He says this new approach to cleaning, which leaves a defensive shield behind, might prove longerlasting than traditional methods. Synbiotics are also proving equally effective on soft and hard surfaces in diverse environments such as kitchens, bathrooms and on upholstery.
“There’s been lots of research and what we’re finding is that when you combine your synbiotic cleaning products with your routine cleaning processes, you get a longer-lasting clean, with less of the harmful bacteria,” Macgregor-Skinner says.
“What usually happens after we finish cleaning a surface is it starts getting dirty again. But if you use a synbiotic cleaning product, you’ve put beneficial bacteria on that surface, whether it be porous, non-porous, hard or soft, and it creates a safer, healthier clean for a much longer period of time.”
One study suggested that where synbiotic cleaning products were used, hospital-acquired infections fell by up to 52 percent. Other research found that using synbiotics in the cleaning of hospital wards could reduce antimicrobial resistance by up to 99.9 percent.
Importantly, synbiotic products are effective at killing off much more than just the bad bugs.
“We see that the symbiotic cleaning products create an acidic environment and we know that that environment inhibits mould and mildew growth on tiles, on grout, and in shower curtains," Macgregor-Skinner says. The enzymes within them break down proteins, starches and fats respectively. We know from enzymatic cleaners that these activities help decompose the organic material matter on surfaces.”
Research has also shown that synbiotic use in hospitals promises to be a gamechanger in the fight against superbugs (bacteria that have developed a resistance to disinfectants and antibacterial treatments). One study suggested that where synbiotic cleaning products were used, hospital-acquired infections fell by up to 52 percent. Other research found that using synbiotics in the cleaning of hospital wards could reduce antimicrobial resistance by up to 99.9 percent.
Macgregor-Skinner says he expects these products to have a “staggering” and positive impact on the cleaning industry in the coming years.
“They’re going to significantly improve our cleaning performance. They’re going to help us do better in protecting the built environment. They’re ecologically sustainable. They offer so many benefits, and they protect surfaces between the last clean and the next clean.”
He says ISSA will play an important role in helping people find a way to make this new generation of cleaning products compatible with existing approaches and routines.
“We have to educate and train people on the benefits and the proper use of synbiotic cleaners to maximise the effectiveness. How do we ensure the compatibility of these synbiotic cleaning products that contain beneficial bacteria with existing cleaning routines and services to ensure that we get optimal performance? There’s lots of work for us to do.” ■
The Great Dunny Hunt runs again
Australians have helped survey the state of the nation’s public toilets.
Words Myke Bartlett
Photography by Zoe Eather
The Continence Foundation of Australia has once again called on Australians to help rate their local public loos. Users of the National Public Toilet Map were invited to give feedback on the map’s listings by completing a short survey and going into the draw to win one of three $500 vouchers.
The National Public Toilet Map is a free website and app detailing the location of more than 22,000 public toilet facilities around Australia. It allows users to filter and search for specific toilet features, including opening hours, showers, wheelchair accessibility and adult change facilities. Annual feedback from users, dubbed the Great Dunny Hunt, helps ensure the information is up-to-date.
The yearly hunt reflects an increasing awareness of the importance of access to public toilets and the everyday impact on many Australians when facilities aren’t adequate.
Academic Katherine Webber, from the Queensland University of Technology, has spent years documenting public toilets and researching how to make them as accessible and inclusive as possible.
“Everyone can be impacted when public toilets are not available or accessible, but there are some groups that will be impacted more,” Webber says.
“These include people with disability, women as they use toilets more than men due to factors such as menstruating or pregnancy, people who are trans and gender diverse, families with children if toilets aren’t designed for children. Having public toilets open only during daylight hours makes public toilets unavailable for people who exercise or work at night.”
Webber says that while the National Public Toilet Map and app are making it easier to find existing public toilets, Australia lacks consistent provision of public toilets across our cities and towns.
Everyone can be impacted when public toilets are not available or accessible, but there are some groups that will be impacted more.
- Katherine Webber
“This is in part because in Australia there is not clear responsibility for the provision of public toilets and there are no national or state guidelines for when public toilets should be provided. The current standards and guidelines finish at the building footprint.”
Having national or state guidelines for when, where and how many public toilets should be provided would create helpful guidance for local governments and councils, but these guidelines would need to be supported with adequate funding. Webber says there are examples of this working successfully overseas.
“Wales legislated that local governments needed to undertake a public toilet needs assessment to identify where public toilets were required to respond to local needs.”
While cleaning and maintenance can be seen as a costly challenge for some councils, it is an essential part of making public toilets accessible and inclusive — and can provide councils with useful data.
“Cleaning and maintenance of public toilets is super important as it makes people feel like the public toilets are a safe space and want to use them,”
Webber says.
“The flip side is that dirty and unmaintained public toilets are often avoided and can be further vandalised. Through cleaning and maintenance councils can get valuable information about the use and users of public toilets. It can be difficult and expensive to upgrade aging public toilets and keep them inline with current accessibility standards.”
When it comes to upgrading, there is one simple change that could make a difference to many Australians.
“One thing I have found is that public toilets often are missing bins – which are important for people with incontinence. But this also needs to be balanced with an adequate cleaning schedule.” ■
FIGHTING period poverty
Period poverty – when girls and women can’t access or afford menstrual products or sanitary facilities – is an issue getting more and more attention.
Words Rochelle Lake
The movement to tackle period poverty has grown quickly since 2017, with governments around the world being encouraged to provide free period care products in schools. Most recently, the New Zealand Government committed $2.9 million to continue providing free period products to primary, intermediate and secondary schools.
The key objective of these governments initiatives is to ensure students don’t miss out on school because they can’t afford period care products, allowing them to fully participate in all aspects of school and learning. Equally important is providing cost relief for families and reducing shame and embarrassment for students who don’t have access to products when they need them.
How widespread is poverty in our region? The Australian Council of Social Service (ACOSS) reports one in six children in Australia lives in poverty. This is supported by the UNICEF Innocenti Report Card 18 Child Poverty in the Midst of Wealth,
which reveals 17.1 percent of children in Australia between 2019-21 lived in relative income poverty, a slight increase of 1.7 percent since 2012-14. In New Zealand, the Household Economic Survey in the year ending June 2023, showed 12.5 percent of children lived in a household experiencing material hardship.
The movement to provide period care products in schools started in Scotland in 2017 and has spread across the United Kingdom, many US states, Canada, France, most Australian states (starting with Victorian state schools in 2019) and New Zealand schools in 2021. Today, millions of students around the world now have the benefit of accessing period care products at school.
It’s rare to see such a powerful and practical change happen so quickly. The pace indicates there is an obvious need for governments and that period care products should be considered essential equipment in schools to remove a barrier to school-age education.
What about other sectors such as tertiary education and workplaces? Again, governments in the UK, Canada and several US states are mandating the provision of free period care products in universities and colleges. Here in Australia governments are providing period care products at TAFEs in Queensland, Western Australia and Victoria. Student unions are leading the charge at several universities. Once students have had access to products at school, it’s natural to expect it at university and beyond, so it should be unsurprising that younger people are driving this change.
When it comes to workplaces the engagement is slower. Businesses broadly are taking a conservative approach to introducing free period care products and carefully weighing up the pros and cons of the additional cost. The reality is that the annual cost per menstruating employee averages at $20 per year, which is equal to a few cups of coffee a year or one person attending a team lunch. This cost is far outweighed by the value to the employee of feeling supported, seen and understood and having less anxiety at work. As well as increasing workplace morale, it is easy to imagine this would lead to improved staff productivity and higher attendance.
Workplace participation in access to free period care products is already happening within the public sector in New
Zealand and the health sector in Australia. These are sectors where care is at the forefront, defined by organisations that have a strong focus on employee wellbeing, diversity, equality and inclusion.
Fighting period poverty is a cause that I am personally very passionate about, but it’s also one with growing public support. The 2022 Essity global health and hygiene survey showed 66 percent of people agree that access to basic personal hygiene products such as menstruation pads in public spaces is essential for wellbeing.
The cleaning industry can play an important role in making period care products accessible by proactively offering this as a value-added service offering and educating customers on this growing trend – one that is set to soon become the standard in bathrooms.
There is now a range of simple dispensing options available that can be installed and serviced like any other washroom product. Introducing the concept takes conversations about periods into the mainstream and helps reduce the shame and embarrassment about a topic that, after all, affects more than half of the population.
Rochelle Lake is head of marketing B2B at Essity. ■
FIVE
STEPS to win the next generation
We have all the ingredients to engage youth — let’s start following a recipe.
Words Kelsey Hargreaves
When I first moved out into my own place, I was living off the bare minimum. I was 18 and, like many people of that age, my money wasn’t spent on nutritious meals but on socialising or obscene Amazon Prime orders. I remember talking to my grandma on the phone about what I’d eaten the night before –cheesy scrambled egg and bacon followed by a bowl of plain pasta. After laughing, she stopped and said: “Why didn’t you just make something nice like a carbonara?”
Such an idea was beyond me, but I have since learned that pasta, bacon, cheese and an egg are all you need to make a carbonara –who knew? (Apart from my gran, obviously.)
At the British Institute of Cleaning Science (BICSs) Exhibition and Industry Insights Conference, I spoke about what we are missing as an industry when it comes to youth employment. We, as an industry, do not lack the ingredients of winning over a new generation – the opportunities and careers – but we don’t always understand how to use those ingredients.
So here it is, my five-step recipe for getting more young people into the cleaning industry:
1. Understand the needs of young people and be active in our response
We need to start by making sure we understand the needs of young people today. In the UK, the Youth Voice Census was released last September, providing a unique insight into the struggles, experiences and concerns of the next generation.
These insights should utilised by potential educators and employers to create a better environment for the young people they want to employ or young workers they wish to retain.
2. Learn where to shout in the right places
While we are very vocal within our industry in specialised magazines, social media accounts and events, that noise doesn’t always cut through to young people outside of the industry.
To reach that new generation, we need to go to the places where young people are looking. Find out where schools,
As an industry, we do not lack the ingredients of winning over a new generation – the opportunities and careers – but we don’t always understand how to use those ingredients.
colleges, universities and local governments are pushing younger people to apply for careers. Become not only an option for the new generation, but also a known option.
3. Learn to shout positively
We need to speak positively about our experiences. The cleaning industry is not always seen as a positive option for young people. We can change the dialogue. I often talk and write about my reasons for staying in the industry. Share your stories and use your own reasons as inspiration to bring people on board.
Kelsey Hargreaves
Share pictures of your incredible teams, show the ‘family’ you have in your business. Let’s highlight the exciting parts of the careers we have!
4. Speak the same language
Ever read a job advert and thought “I have no idea what that means, I’m not applying”? We can be seen to be an innovative, intelligent industry without the overuse of technical jargon. It requires more intelligence to make difficult information accessible than to use complex technical jargon with no explanation. Read your job adverts. Are you explaining the job in language the applicant will only understand if they have already been trained by you?
Of course, the other side of this is that we need to understand the language young people are using and the way they have been taught. Only this way can we change our approach to the younger generation and advertise appropriately.
5. Use our experience to include, not exclude
At the age of 26, I am not going to have the experience of many of you reading this article. Should I be penalised for that? Absolutely not. Do I respect each of you for the hard work you have done? Absolutely yes. Do I look up to you as role models for my career in the industry? Yes. Should I be made to feel inferior because my age means I have a lot less experience? No.
I have been fortunate to work with and under some of the best managers I could have asked for. My growth and development has come from their ability to share their experiences with me and allow me to benefit from the lessons they have learned.
The age-old paradox of needing experience for a job but not being able to get experience is still a common issue. Why not change that? Understand what experience you have and use it effectively.
There is certainly a lack of experience in those young people applying in our job market. But experience is not what happens to you, experience is what you do with what happens to you. Share your experience and utilise the knowledge you have from it.
Remember, your greatest struggles can become someone else’s greatest strengths.
Kelsey Hargreaves is a technical specialist and youth ambassador for BICSc. She has written and spoken extensively about the best ways to make the cleaning industry more appealing to younger people.
Resource: The Youth Voice Census 2023 youthemployment.org.uk ■
Nominate Exceptional Talent for ISSA’s Inaugural Emerging Leaders Awards! There’s no better time than right now to recognise our industry's young rising stars!
Do you know an individual with outstanding potential and a drive for innovation? Nominate them, for the ISSA Emerging Leaders Awards.
Submit your nomination today and help shape the next generation of industry pioneers!
Nominations close 31 July 2024. Find out more at issa.com
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Tame AI
BEFORE IT TAKES OVER YOUR CLEANING BUSINESS
Artificial intelligence is not just a buzzword or a sci-fi fantasy, but a powerful technology that can help you improve your cleaning business.
Words Brad Horan
Artificial intelligence is generating a lot of excitement – and terror – as the evolving technology promises to transform the way we communicate, work and do business. It’s not yet at the stage where it looks likely to take over the world but, when used cleverly, it might just transform your business.
Here are five simple tips that will help your cleaning company use AI as effectively as possible. They can be applied with any AI bot, such as Microsoft Bing, OpenAI, or Gemini, including their free models.
1: BE SAFE AND SECURE
Before you start using AI, you need to be aware of the potential risks and challenges. AI is not a magic wand, but a new tool still in its infancy. It can help you, but it also has its limitations and risks.
Consider the safety and security of your data. When you use AI, you are sharing information with the AI model, and you don't know where that information is going or who can access it. This is a risk when dealing with sensitive data, such as customer details, passwords, or payment details. Think about anonymising your data before sharing it with the bot.
Don’t assume it is correct. AI will generally provide information in a way that appears to be fact. It might not be. The model uses probabilities to understand what you’re asking and reply with an answer. But you MUST fact check it. Be polite. You don’t know who the AI is sharing your messages with. Comments you make may be traced back to you. Besides, do you really want to offend something that may one day take over the world?
2: TALK RATHER THAN TYPE
Talking to the AI bot, rather than typing, means you can express yourself more
Photography by Gerard Siderius on Unsplash.
naturally and fluently, without worrying about spelling or grammar. This can help you generate more ideas and explore different perspectives on your topic.
Talking to the bot can also make the interaction more engaging and fun, as you can hear the bot's voice and tone, and feel like you are having a real conversation.
3: NOT SURE WHERE TO START? ASK AI
If you want to work out how to use AI better, try asking the bot. To do this, you need to supply a prompt. (A prompt is simply a command.)
Here is an example: “I don't know anything about AI. I run a cleaning company and I want to see how you can help me improve my back office work.”
When I asked the AI this, it gave me 10 ideas. Two were not simple to implement and one was not really what I was after. But it’s a good start.
You can always refine your prompts, adding something like: “Items 1 and 5 are too complex and number 6 is not really what I am after. Can you give me five more that fit my criteria?”
4: SOME OF MY FAVOURITE USE CASES
For me personally, AI is very useful in three main areas.
Getting the first 70 percent. Sometimes the hardest part is to get started and once you do, the thinking process begins and you can complete the task. But to start can
be challenging. Asking the AI bot how to begin is a great way to get the ideas flowing. It'll give you more time to focus on the last thirty percent of polishing and perfecting the work.
AI is very good at summarising. It can quickly process a lot of information and provide a summary in no time. I use it all the time for meeting notes and minutes, although it often doesn’t understand what I want to know.
AI is a great tool to use to ask for another point of view. If you’re using a recorded meeting transcript, you can ask about the different opinions that each person had in a meeting.
5: DON’T EXPECT IT TO BE PERFECT
Don't think of AI as a powerful supercomputer, but as a very smart child. Maybe like young Sheldon from Big Bang Theory.
It can handle a lot of data and process things fast, but it doesn't really understand the world like we do. It doesn't always know what's true or false. And it tries to please you by giving you the answer you want, not the one you need.
Brad is the director of Lucrature –Business Growth Consultants. He has developed AI tools to support clients with developing strategies, analysing pricing, and creating marketing content. Email Brad at bhoran@lucrature.com. ■
Five prompts for cleaning companies
Try these prompts to get AI working for you.
Checklists “I need a training checklist for new cleaning staff. The tasks include mopping floors, cleaning restrooms, emptying trash bins and restocking supplies. Can you create this checklist?”
Meetings “I need a meeting summary from this transcript. Please give me the main topics discussed and actions.”
Emails “I need to send a follow-up email to a client named John Doe. We completed a cleaning job at his office last week. Can you draft an email thanking him for his business and asking for feedback?”
Clients “I need a client proposal for a new cleaning contract with ABC Ltd. We will provide weekly office cleaning services at $30 per hour, and the contract will be for six months. Can you draft this proposal?"
Recruitment “I need a job description for a part-time cleaner. Responsibilities include cleaning offices, restrooms, and common areas. Must have prior cleaning experience and be available to work evenings. Can you create this job description?"
TIME MANAGEMENT
are you spending time or wasting time?
Why distributing your time evenly between all staff will achieve better sales results.
Words Troy Harrison
Photography by Andrea Piacquadio on Pexels.
One of the biggest challenges that sales managers have is discerning whether they are investing their time with reps or just spending it. To “invest” means “to expend money with the expectation of realising a profit or material result.” “Spend” means “to pay out money in buying or hiring goods or services.”
Note the difference? When you “spend”, it’s without expectation of achieving a profit. In more than 25 years of managing salespeople and coaching other sales managers, I can state this as a fact – far too many sales managers spend their time when they think they are investing their time.
Most sales managers spend their time working with the bottom tier of their sales forces. They work to raise low performers up to a level of basic competence so that they won’t have to fire them.
“But, Troy,” you say, “that’s natural, isn’t it? My top guys don’t need my time, and some of them may not want me messing with them. Therefore, I can improve the skills of my bottom tier salespeople and impact my sales force’s performance that way.”
This is where we turn back to the old question of spending your time versus investing your time.
A CASE OF INVESTING YOUR TIME VERSUS SPENDING IT
After a work session with a rep, do the rep’s skills improve? This would seem obvious, but it’s not to many sales managers. I recently had the opportunity to make joint calls with a client’s salesperson. I had previously made joint calls with him – three years ago. Back then, he was teetering on the edge of being released. Since then, the manager has made a project out of him, dedicating at least half a day per week to working with him. What’s the result? Well, nothing that I could see. His skills haven’t improved to any measurable level. He’s still not asking the right questions, fumbling in his ability to present to a customer, missing buying signs and probably burning sales left and right.
It’s true the salesperson’s numbers have improved. The reason is the sales manager is going on enough important calls that
If your salesperson’s skills are improving when you work with them, you are investing your time. If not, you are spending your time.
more deals are getting closed. The reason those deals are closing is that the sales manager is basically closing them himself – taking over the sales calls and making the deals happen. If you do this, you might think that you’re doing your job and benefiting the company, but you’re not. You’re only benefiting yourself and your rep, and then only in the short term.
Here’s the moral of this story: If your salesperson’s skills are improving when you work with them, you are investing your time. If not, you are spending your time. If you’re staying silent during joint calls and using them as a coaching opportunity, you’re investing your time. If you are selling, you’re spending your time.
EVALUATING THE SITUATION
If you took your hands off the salesperson, what would happen?
Back at the office, I began probing the salesperson’s sales and activity records for the past three years and crossreferencing them with the sales manager’s vacation and travel schedule. When the sales manager wasn’t there, the salesperson’s activity levels dropped nearly in half – and the salesperson rarely sold any deals when the manager wasn’t there. The manager was simply doing much of the work for the salesperson.
If, after some time under your tutelage, the salesperson can function independently, you have invested your time. If not, you have spent it.
In the review meeting with the company owner and the sales manager, I gave my analysis. I was asked by the sales manager
if the salesperson should be put on a Performance Improvement Plan (PIP), otherwise known as probation. Turning to the business owner, I said, “That’s up to you, but the sales manager should definitely be put on a PIP.” Both jaws dropped.
“Here’s why. You (the sales manager) have told me that you’ve spent at least four hours per week over the past three years with this person. That’s over 600 hours of your time. You haven’t improved the rep’s skills or performance. You did this to save yourself from having to fire him, because you liked him so much. That’s an incredible misuse of time and resources, and you have seven other reps who do not receive that level of attention. You should be put on a PIP, and then how you handle improving your own performance is up to you.”
Harsh? Maybe. The truth was the sales manager was emotionally involved to a high degree and had abdicated his management duties in favour of basically being a part-time sales rep. Sales managers do this every day without realising it. If that’s you, stop.
But do your top reps just want to be left alone, and not be messed with? Maybe that’s true in some cases. More often, time spent with a top rep builds relationships and produces dividends. If you get out and work with your top people, you may find coachable moments – and if you improve a top rep once, they will always want to work with you. Your top reps are the ones who always want to improve, always want to sell more and produce more. If you can help them do it, that’s a good investment of your time.
To truly start investing your time rather than spending it, try this one simple guideline: Apportion your coaching (and make it coaching, not selling) time evenly to all your mature reps, top to bottom. New reps take more time, as they should – but if you divide yourself equally among your mature reps, you’ll find out that your time is probably better invested with your top people.
Troy Harrison is the author of Sell Like You Mean It and The Pocket Sales Manager He helps companies navigate the Elements of Sales on their journey to success. ■
GREEN LIGHT FOR AI AS SUSTAINABLE PROCUREMENT GETS SMARTER
The cleaning and hygiene industry is embracing sustainable procurement to minimise environmental impacts and improve health outcomes.
Words Cameron Cooper
As cleaning companies and building services contractors seek to transform their sustainable procurement strategies, artificial intelligence should be on their radar. Dr Ina Peukes, standards and technical manager at certification agency Good Environmental Choice Australia (GECA), says AI is a tool of interest across multiple sectors as businesses try to create more sustainable global supply chains and better environmental and health outcomes.
She believes the cleaning and hygiene sector, which must manage complex chemical and biological hazards, can benefit from the transparency and efficiency that AI and data analytics bring to product information and tracking.
“Data analytics is becoming more and more important, especially with the emergence of AI,” Dr Peukes says. “It represents a great opportunity to use AI to track and analyse your supply chains so you can identify risks and opportunities and improve sustainability across the landscape.”
She adds that using digital twin analysis – whereby organisations use digital representations of products and processes to simulate real situations – can help companies calculate the impact of their products and services on people and the environment.
“This can really reduce upfront costs and wastage because they don’t have to go through all this testing multiple times.”
GECA runs one of Australia’s not-for-profit ecolabelling programs. Its standards follow ISO 14024 principles and are subject to independent assessment through third-party assurance providers. They include standards for cleaning products and cleaning services to ensure they meet a high level of environmental, human health and social responsibility.
Dr Peukes says more cleaning industry entities are seeking GECA certification. “A lot of businesses are seeing the advantages of becoming more sustainable. There are plenty of studies which show that you perform much better over the long run if you’re engaged in the sustainability field.”
A DIGITAL WORLD
Bronwyn Capanna, executive director of Accord Australasia, the peak body representing the hygiene, personal care and specialty products industry, agrees that technology innovation will play a crucial role in organisations’ sustainable procurement outcomes.
“Digitalised supply chains can help businesses manage the complexity and risk of increasingly global supply chains – smart, autonomous information systems can analyse information quickly, adapt to changes and proactively develop a range of solutions,” Capanna says.
She is confident that AI technologies can drive efficiencies for businesses by assisting procurement professionals with “demand planning, optimisation of buying decisions and order tracking, as well as increasing transparency around procurement spending and reducing procurement costs”.
DOING THE RIGHT THING
Stuart Nicol, director of professional cleaning products business Quipment and chair of the ISSA Oceania Advisory Council, says there is no doubt that sustainability and sustainable procurement are on the agenda for more players in the cleaning and hygiene industry.
This includes sourcing biodegradable and non-toxic cleaning products, minimising packaging waste and utilising energy and water-efficient equipment.
Photography by Pavel Danilyuk on Pexels.
We want to reduce the impact of our products. You can’t reduce your impact if you don’t understand what your impact is.
- Rochelle Lake
He notes, for example, that supermarket giant Coles is committed to achieving massive reductions in its water usage, which puts providers of floor cleaning and other equipment on notice. “At a corporate level, there’s a lot of pressure from boards to be seen to be doing something on the environmental front,” Nicol says.
That pressure translates into cleaning companies having to improve their own procurement practices, despite cost challenges. In the Australian market, Quipment represents United Kingdom cleaning products leader SYR, which supplies global brands such as McDonald’s, Burger King and other fastfood chains.
Nicol says SYR is committed to a circular economy in which plastics for products such as buckets and safety signs, among others, must be recycled. Used products are picked up, crushed and blended back to a pulp that can be used for new products. “But there’s much more take-up of sustainability in the European and UK markets than there is in Australia because the cost variations here are much higher as you’re adding on the freight logistics costs to those products,” Nicol says.
As a result, there are challenges around the sustainable procurement of some imported products. “I think that’s changing, but it’s slow,” Nicol says. “Most organisations think it’s a good idea, but actually getting them to sign on the dotted line is another thing.”
MOMENTUM FOR ETHICAL SOURCING
Several key factors are spurring the shift towards sustainable procurement in the cleaning industry. Environmental concerns, including climate change and resource depletion, have heightened awareness among businesses about the benefits of ethical sourcing.
Hygiene and health company Essity is one major player that is embracing sustainable procurement.
Rochelle Lake, Essity Australasia’s head of Tork Professional Hygiene Marketing, says ethical sourcing is critical given the company’s focus on paper-based hygiene products. Essity has been conducting lifecycle analyses since the 1990s, and in 2016 started publishing environmental product declarations for its highest-volume locally made New Zealand products.
“We provide full transparency of the impact of products that people purchase from us,” Lake says. “We do it because we want to understand the impact of our products and we want to reduce the impact of our products. You can’t reduce your impact if you don’t understand what your impact is.”
In addition to providing transparency for customers, Lake notes that many organisations are now setting science-based targets to reduce their carbon footprint. “It's starting to come into regulatory requirements in both Australia and New Zealand, and consumable products fit into Scope 3 carbon emissions for customers. So, we’re trying to make that product information available for them to get a better quantification of their Scope 3 carbon footprint.”
Educating customers has been crucial for Essity through means such as a sustainable hygiene procurement guide and a podcast series on climate impacts, ethical sourcing and waste reduction. “We also consider what it means for your employee value proposition to have sustainable products and purchases in your organisation,” Lake says.
Culture at the heart of ESG initiatives
Promoting a truly sustainable procurement policy and developing a credible environmental, social and governance framework should not be a “one and done” exercise, according to Accord’s Bronwyn Capanna. “It’s something that should be embedded within a company’s culture and an area where companies should be striving for continual improvement.”
She adds that one key way to signal that sustainable procurement is a priority for a business is “to develop an organisational vision or mission statement that encompasses sustainable supply principles”.
Capanna says Accord research highlights the gap between companies wanting to embrace sustainability and their caution around implementing appropriate strategies. Its recent climate change survey revealed that, while 75 percent of members in the industrial and institutional cleaning and hygiene-products space consider that climate change poses a risk to their business, just 50 percent have a climate change strategy and only 17 percent rate climate change action as a high priority.
“As an industry body, that says to us there is a clear mandate for more targeted information, training, tools and to facilitate partnership opportunities and access to experts to help our members navigate and bolster their sustainability credentials – whether they’re just getting started or well on their journey.”
Capanna says in a world with increasing policy and regulation related to environmental issues, sustainable procurement –and sustainability initiatives, in general – are fast becoming an imperative for businesses in the cleaning and hygiene space. “Many businesses are already making considerable strides in this area, but others remain unconvinced of the importance of this.”
Rather than being viewed only through the lens of being a burden on a business, Capanna says sustainable procurement should be seen as an opportunity to “unlock significant business advantages”.
“There are the positive environmental impacts in themselves, such as those arising from improved and more sustainable input materials, reduced waste from your operations and reduced Scope 3 emissions. Related to this are the business efficiencies that come from streamlining your operations, including through supply chain inputs, that translate to financial savings.”
There are reputational benefits, too, Capanna adds. “Mitigating risks in your supply chains and communicating authentically on your sustainability achievements will strengthen your reputation as a trusted brand – not only to your customers but to your business partners and other stakeholders, as well as your own teams.”
WELLBEING IN THE SPOTLIGHT
Sustainable procurement reflects a growing commitment to balancing economic prosperity with environmental responsibility and societal wellbeing.
Dr Peukes believes transparency and certification will be ever more crucial components of sustainable procurement in the years to come. For companies seeking certification or to abide by government legislation, she advises “not acting in a silo” and ensuring that people with a real knowledge of sustainability drive internal procurement processes. “Procurement is all about collaborating with your team across the whole supply chain. And then you want to consider the social and economic impacts you have through the purchase of your products or services.”
She also encourages Australian companies to follow Australian Competition and Consumer Commission (ACCC) guidelines when making environmental claims around terms such as “ecofriendly” and “toxic-free”. “Transparency is key. There’s a lot of greenwashing in this space, unfortunately. So, it’s important to know what you can claim and what you can’t.”
At Essity, Lake says wellbeing has become a critical part of the sustainability and procurement discussion. For example, in the washroom space with the rollout of the company’s Tork-branded hygiene products, the emphasis is on “inclusive washrooms” that promote good hygiene and ease of use.
“Good hygiene means less illness and less sickness,” Lake says. “That’s something that we try to talk to customers about. Are the products in the right locations? Are they easy to reach? Are they easy to dispense? There are so many things that impact people
when they come into washrooms, and not everyone’s aware that some people have skin issues or some people have sensory issues. There are a lot of things to consider when it comes to inclusive washrooms.”
As cleaning businesses and other organisations ponder the future of sustainable procurement, Nicol says one simple example – the shift to water-based urethane floor coatings for basketball courts around Australia, rather than the old toxic oil-based products –shows that more sustainable product choices are being made.
“I’ve been in the industry for almost 50 years, so it's a long time since I was first involved, but I think it we’ve come a long way with some of these sustainability actions, which is a good thing.”
For more details on how to fast-track your sustainability journey, see Accord’s Sustainability Charter ataccord.asn.au/sustainability/ accord-sustainability-charter and the ecolabelling scheme Recognised accord.asn.au/sustainability/recognised. ■
Making resource planning and workforce management a tidy business
Cleaning companies often end up clogged by too many systems – an integrated approach to software keeps things simple.
For more than 35 years, TEAM Software has provided integrated solutions to cleaning companies. This year marks the launch of our next generation of solutions with the release of TEAM by WorkWave. We began a large modernisation project several years ago to turn our flagship workforce management solution, Timegate, into a future-proof platform that will consolidate our solutions even more. The back-end transformation is now complete and the consolidation of features is underway.
Doing business in the cleaning industry usually means managing complex services and processes, large workforces and IT systems, which all play a critical role in delivering efficiencies. In today’s competitive world, these tools are key for survival.
It’s common for cleaning companies to end up relying on many systems. Some manage operational activities, such as proof of service and attendance. Others manage critical back-office functions such as finance and payroll. The evolution into these systems tends to be sporadic, and at some point, the business realises that information is stored all over the place and that data has become hard to manage.
In these cases, data has to be moved between systems to generate meaningful information, leading to inaccuracies and mistakes that increase the administration overhead. Ultimately, the business might not access accurate information fast enough to win bids against competitors. Worse, a lack of accurate compliance information could have dire consequences, such as failing to deliver required audit data and losing contracts as a result.
DRIVING EFFICIENCIES VIA INTEGRATED SOLUTIONS
Integration works best when the systems share a common record structure. It’s difficult to capture accurate time and attendance data for employees from
multiple sites, and then send that information to a payroll system that only holds one location or job. Reporting from that point on will mostly likely be inaccurate, necessitating additional admin work to access the correct information.
KEEPING THE BACK OFFICE TIDY
TemplaCMS forms the back-office foundation for a single version of the truth for cleaning companies. It eliminates the need for companies to have multiple, unintegrated systems for finance, payroll, operations and contract management. The system is designed to fit cleaning companies like a glove, bringing as standard all the features that other solutions would see as “custom.” Built with a thorough understanding of the industry, TemplaCMS eliminates the
need to use tools like Microsoft Excel to store and process information.
Payroll and rostering are fully integrated as part of the contracts module. Employee information can be accurately rostered on sites, while the Award Interpretation engine calculates the wages budget and ensures staff are paid correctly.
ENHANCED WORKFORCE MANAGEMENT WITH TEAM BY WORKWAVE
The evolution to TEAM by WorkWave now means that TemplaCMS comes fully integrated. Day-to-day management of staff on-site happens through TEAM by WorkWave. As it’s fully integrated, no information has to be duplicated, because the solution is always in sync. TEAM by WorkWave allows area managers to react quickly to staff absences, late arrivals or ad-hoc job requests. It keeps managers informed of who is and is not arriving on-site on time, so they can quickly respond.
Once staff hours are approved, which can happen automatically based on sitespecific rules, hours are sent to TemplaCMS for processing. It all happens without any data manipulation or inaccuracies.
In addition, a new mobile experience for cleaners means they are better informed and can do their tasks easily.
PROVIDING ONE VERSION OF THE TRUTH
If you find your business is using too many separate systems, or the information between them does not make sense – talk to us. We understand the industry and specialise in providing fully integrated solutions that deliver one version of the truth.
Mark Fermor is the general manager, APAC for TEAM Software by WorkWave. To find out more about TEAM Software’s solutions, please visit: teamsoftware.com/cleaningintegrated. ■
WOMEN SHINE
AT THIS YEAR’S RIA CONFERENCE
The annual RIA Inc. Restoration Conference & Trade Show brought the industry together for two days of talks, showcases and networking.
Words Jessica Agoston Cleary
More than 300 restoration professionals came together at Melbourne’s Pullman in the Park this June for the fifth annual RIA Inc. Restoration Conference & Trade Show, hosted by the Restoration Industry Association (RIA). This year’s theme was “Learn today, lead tomorrow”, which gave attendees a chance to share their experiences and learn from each other about what can be a complex and challenging industry.
Events began on Wednesday afternoon with the RIA annual AGM and a vendor-sponsored networking event. On Thursday, the conference kicked-off with a session from Marcus Taylor, head of advocacy and industry communication at RIA. Taylor led a session about how to advocate for a better industry. He said education was a big focus for the conference and the association more broadly.
“We’ve been talking to a lot of agencies and insurers with a big turnover about restoration and the value proposition of restoration, particularly in a market where environmental sustainability is becoming reportable,” Taylor said.
“The industry has this big opportunity to take a step forward and lead, but we’ve found the base understanding of what restoration is and what it can do is quite low.”
Educating government agencies and insurers about the value the restoration industry provides in terms of health and safety, security, sustainability and cost efficiency was essential, as was the need to build trust by advocating for higher quality standards across the industry, Taylor said
“If you increase standards, you’re increasing the overall quality of the industry and the reputation of the industry.”
Other sessions focused on learning about specific areas of restoration, including waterproofing, carpentry, roof inspections, global trends, concrete testing and drying, moisture monitoring and carpet cleaning. Overseas guests included Chuck Violand, who spoke about attracting and retaining the
best staff, and Dr Ralph Moon, who led sessions with a focus on communication — specifically in writing professional reports and technical competence.
Moon said attending the conference helped him learn about common ground between practices in Australia and the US, particularly when it came to moisture intrusion.
“We have a lot to share, especially with the building structure and the building envelope, and understanding more about our responsibilities of reporting and investigating to defend our work,” Dr Moon said.
His sessions highlighted the importance the restoration industry plays in assessing legal issues around water damage and insurance claims. Having conducted investigations across two decades of claims work, Dr Moon said he understood the importance of establishing trust in the restoration industry.
Brodie West, Lisa McLean of Circular Australia & Emily Boak.
“When you’re giving expert witness testimony in court, the nature of our work is to separate what’s real from what’s not. And you hope you can do it in a persuasive manner.”
Of course, the conference was not just about learning, but also leading. One important development from the AGM was the appointment of Brodie West as the new president of RIA Inc., who made history as the first woman to take on the role.
West said she was less focused on breaking the glass ceiling and more interested in what she can do for association members.
“We’re a not-for-profit association, we’re here for the members,” West said.
“So what that means is we have to listen to the members and try to make sure that we’re doing what is right by them.”
West said the association would be continuing with advocacy and education efforts, as well as working to learn more about member needs. She encouraged members to complete the member survey, which would help the association understand how they could best help the industry progress, whether through relevant discounts for businesses or building the industry’s profile.
“As Marcus said, it’s really jarring to realise how many people still don’t know what restoration is,” she said.
The survey, the first of its kind for the Australian building and contents damage restoration industry, was designed to serve two purposes. The first was to identify possible issues and areas
of advocacy, while the second was to provide industry insights and benchmarking to help commercial decision making by RIA members. The anonymous survey will be open until 31 July 2024, with a final high-level report released to the public and a detailed version available to RIA members in August.
West said the survey was necessary because there is very little consolidated industry data about the Australian and New Zealand markets, compared to the significant amount of information available on the restoration industries in the US and Canada.
“When we go out to communicate to people about the benefits of restoration, we’re finding they often want to see data. That’s another area where the survey will help, because we will be able to go to Insurance Council Australia or government and regulatory bodies and give them the data that backs up what we're saying.”
The next phase would be educating the wider community and consumers about restoration, how it could help people and why it was important to get restoration professionals in as quickly as possible after an incident.
As always, the conference not only provided technical sessions, business panels and leadership seminars, but also networking events and an exhibition trade show, where vendors were able to showcase the latest in restoration technology and equipment.
Trade show exhibitors included — in alphabetical order — Actichem, Agile Equipment, BULCS Holdings, Bunnings Trade, Carpet Cleaners Warehouse, Climate Rental Solutions, Coach8, Corestone Training, Encircle, Equipmed, Eurofins, IICRC, Indoor Environmental Consulting & Labs, Industrial Software Group, Keystone Environmental, Mycotec Pty Ltd, Restoration Industry Consultants, Restoration Innovations, Restore Solutions, SAN AIR, TAXIBOX, TESA Directive, The S.E.A Group, Thorair, Tramex (Cornell Group P/L), Violand Management Associates and XPOWER Australia.
One of the standout events this year was the Women’s Breakfast, held on the morning of the second day. Following a successful launch last year, the 2024 breakfast saw speakers including West and international guest Katie Smith, former president of the RIA in the US, talk about their experiences working in what is still a predominantly male industry.
RIA treasurer Tash Easterby, who took over the running of Network Restorers from her father, said events such as the breakfast — and the conference more broadly — were important sources of contacts, information and inspiration.
“It’s nice to be part of helping ladies empower ourselves as we come into what is typically a male-dominated industry,” Easterby said.
“Running a business is daunting but, as a young woman, it is an extra challenge because there aren’t many of us. So meeting all these ladies, who are also doing what we’re doing, is working wonders. With Brodie now being the president, this is all shining a light on all the ladies coming through and showing other women that it's happening.”
After an afternoon of vendor breakout sessions – including talks on commercial desiccants, specialist remediation equipment and moisture meters – the conference concluded with a prize draw for two tickets to next year’s conference, followed by a gala threecourse dinner in the ballroom. ■
CARPET COMEBACK
Adopting new technology and emphasising customer service will be crucial for carpetcleaning contractors seeking an edge in cost-conscious markets.
Words Cameron Cooper
As carpet supply-chain bottlenecks ease and some buyers reignite their passion for soft flooring, there is a chance for carpet-cleaning contractors to prosper – if they get their market offering right. Without question, COVID-19 wreaked havoc on ocean freight and hurt the carpet sector in Australia. However, the sector has shown some resilience, with reinvigorated home-improvement and redecoration markets benefiting carpet manufacturers.
Andrew Martin, executive director of the Carpet Institute of Australia, says cross-industry collaboration will be important if the sector is to thrive.
“We see the carpet care, carpet maintenance and cleaning industry as being absolutely joined at the hip with carpet manufacturing,” he says. “You don’t buy a car but not clean it, and you don’t buy carpet and not clean it. So, there’s quite a strong relationship between cleaners and carpet manufacturers.”
TECHNOLOGY TO THE FORE
Research from Statista estimates that the global carpets and rugs market will generate revenue of $75 billion in 2024, rising to $88 billion in 2029. With the pandemic highlighting the value of carpet as an indoor air filter in buildings, soft floors are likely to have a continuing and important role in facilities such as agedcare and healthcare centres, in addition to residential markets.
Nevertheless, it will be crucial for cleaning contractors to embrace the latest technologies and pay attention to best practices around cleaning and maintenance regimes. Lisa Michalson, director of Cleanstar XPOWER, which distributes cleaning and restoration equipment and accessories, says client expectations for carpet cleaners in Australia have changed dramatically in the aftermath of COVID-19.
“There is a greater emphasis on hygiene, disinfection and strict cleaning practices, especially in high-traffic areas,” she says. “Carpet-care companies must invest in specialised training, innovative cleaning equipment and ecologically friendly methods.”
Michalson says adopting the latest battery-powered cleaning products can give carpet cleaners an advantage. For its part, Cleanstar XPOWER has invented the ACTIV8 battery-powered vacuum head that is designed so operators can clean in a figureof-eight mopping motion using both hands while the machine is upright. “This cuts the vacuuming time down by half.”
Advances with battery-powered carpet-cleaning equipment continue to redefine the market, Michalson adds. “Lithium-ion batteries will let cordless carpet cleaners run longer between charges and, without cables, designs will be lighter and more ergonomic, reducing user fatigue and improving agility in compact spaces or on stairs.”
Carpet-care companies must invest in specialised training, innovative cleaning equipment and ecologically friendly methods.
- Lisa Michalson
Martin agrees that innovation is the key for the carpet sector, noting that there has been a clear increase in demand for sustainable material sourcing, better energy efficiency, reduced waste and eco-friendly products that contribute to lower greenhouse gas emissions.
The Carpet Institute of Australia administers an Environmental Certification Scheme in Australia that sets standards for environmentally sustainable flooring manufacturing. The program evaluates flooring products based on their environmental impact across the product’s entire lifecycle. “The carpet industry is well on top of that,” Martin says.
For cleaners, he says the emphasis will be on using carpetcleaning products that do not rely on toxic chemicals which can cause problems for users and with indoor air quality.
SERVICE MATTERS
Products and technology aside, the most successful carpetcleaning contractors will separate themselves from the pack on the back of superior service (see boxout), according to industry veteran Garry Carroll.
Too often in the past, he suggests, contractors have taken the view that clients just want the cheapest price, whereas many clients actually want a quality job to protect a valuable household or commercial asset.
“The biggest thing I see is that a lot of businesses are not focusing on the customer, who needs to be number one. They’re focusing on a chemical or a machine,” says Carroll, managing director of Restore Solutions and the Australian Cleaning & Restoration Academy in Queensland. “That customer awareness factor is really crucial. For me, 30 percent of the job is pushing the carpet-cleaning machinery backwards and forwards. The rest of it is the customer component.”
I cannot stress enough the necessity of technician training and accreditation. Over the years, I’ve seen how well-trained staff can improve service and carpet longevity.
- Lisa Michalson
Carroll cites one case involving a woman who enquired about cleaning for her alpaca wool carpets that were worth tens of thousands of dollars. The cleaners quoted low for the project and, while moving furniture during the job, failed to put proper sliders under the furniture, resulting in significant stains and damage to the carpet. As a result, the carpets had to be replaced at the cleaner’s expense.
“At the end of the day, the woman didn’t want a $500 job,” Carroll says. “She wanted it done properly. The problem is that many cleaners think everyone’s ringing up asking for a cheap price. No, they’re not. You’ve got to categorise the customer.”
The other key for contractors is having a defined series of steps as part of a proper carpet-cleaning process. This includes:
• conducting a carpet audit to identify the type of fibre to be cleaned, which will determine how the carpet is treated
• pre-cleaning the carpet with a commercial vacuum with a HEPA filter to remove all debris
• removing furniture and then pre-conditioning and prespotting carpet and stains to start breaking down soiling
• using rotary agitation with brushes or pads to break up all the soiling, and then steam-cleaning the carpet with highextraction machines that leave carpets cleaner and drier
• deodorising and neutralising the carpet to enhance its smell and ensure there is no sticky residue
• rotary dry-padding to remove extra soiling and to leave the carpet 50 percent drier
• replacing furniture using blocks and plastic tabs to elevate the carpet for drying
• drying and grooming the carpet by opening windows and using carpet blowers.
Martin says a proper carpet maintenance and cleaning program is essential, and will be linked to manufacturers’ guarantees for their products.
A blueprint for better customer service
Garry Carroll, of the Australian Cleaning & Restoration Academy, offers seven tips for carpet-cleaning contractors to deliver higher levels of customer satisfaction.
1. Start with an awesome phone experience – engage professionally and with great courtesy when initially connecting with prospective customers.
2. Offer an interactive quoting experience – send a video outlining what customers will get for their money, rather than just giving a price. Think, too, about adding links to testimonials, a why-to-choose-us guide and any service guarantees.
3. Follow up with specific details of the job – provide a rundown for customers on the next steps and use a video to demonstrate the overall cleaning process. Understand, too, that some people will like phone contact, while others will prefer texts, emails or even mail.
4. Inform the customer about their role – provide a list of things to do for the customer in advance of the job, and explain what your business will do in terms of picking up objects and moving furniture.
5. Send information on the technician – given that a lot of people may worry about who will be turning up at their home for a cleaning job, it makes sense to send background information on the person (such as their family background, relevant qualifications and any additional testimonials from customers).
6. Send customers a feedback form – after the job is finished, make sure clients are 100 percent happy with the project through a brief, but formal, feedback mechanism.
7. Give them gifts for any feedback, testimonials, or referrals – giving customers movie tickets or other ‘prizes’ for anything they do to help the business is smart. Carroll believes it is especially wise to send customers a small “sorry gift” if the technicians had turned up late for the job. “Even if you were just 10 minutes late, send them a letter with a gift. The gift might be something as simple as a microfibre cloth or something worth $5 to $10, but it shows you care.”
“Consumers and cleaners need to understand that cleaning products by fibre type and by construction type is very important,” he says. “And if they do that, they’ll have a beautiful carpet for many years.”
TRAINING THE MISSING LINK
The other often forgotten factor with carpet cleaning is training, according to Michalson.
As a supplier of carpet-cleaning goods and equipment, she says accreditation is essential.
“I cannot stress enough the necessity of technician training and accreditation. Over the years, I’ve seen how well-trained staff can improve service and carpet longevity”.
Michalson says only about 10 percent of carpet cleaners in Australia have sought formal training and certification. “This highlights the need for greater emphasis on accredited training within the industry that will provide comprehensive education on carpet types, cleaning methods, equipment usage and industry standards, but also foster practical skills development through hands-on training.”
The problem is that many cleaners think everyone’s ringing up asking for a cheap price. You’ve got to categorise the customer.
- Garry Carroll
Martin agrees that, as manufacturing techniques produce better and more durable stain-resistant carpets, there should be a corresponding focus on appropriate maintenance and cleaning.
“Carpet’s a fashion statement,” he says. “When you lay new carpet, the place looks beautiful. So, it is a fashion product and you don’t neglect that.” ■
Central Cleaning Supplies opens Perth retail and distribution centre
Central Cleaning Supplies has headed west and opened a major retail and distribution centre in Perth. Located in Osborne Park, the new premises allows the company to better serve its existing customers and assist new customers.
Owner and managing director, Joe Camilleri, said he is excited to expand west, knowing that having people and stock onsite in Perth will enable Central to offer more assistance to WA customers.
“It’s all about good customer service,” Camilleri said. “We are already doing business in Western Australia but this new site will allow us to increase our distribution capability and greater
efficiency in delivery to this market.”
Central Cleaning Supplies is already one of the largest distributors of cleaning materials, chemicals and equipment and has been catering for the professional, commercial, industrial and domestic cleaning industry for more than 30 years. It currently serves a diverse customer base via retail outlets, commercial sales team and online stores through distribution centres in Victoria, New South Wales, South Australia and Tasmania. Camilleri says moving into Perth was logical, as it will not only allow Central to better serve its existing base, but also to bring onboard new clients and expand its training capacity to help new cleaning startups get off the ground.
“We have highly experienced people on the ground who can assist our customers,” Camilleri said.
“Supporting our customers is vitally important to us. We will be able to provide equipment demonstrations and send our people on-site to train cleaners on how to efficiently and safely use our products.”
Central’s distribution centre is well stocked, Camilleri said. Feedback from companies in the Perth area has suggested that there is a gap in the market for local access to an extensive range of high quality, professional cleaning products. The showroom will also allow customers and clients to sample new products before ordering, including the company’s array of innovative technology.
“We’ve got the LionsBot range of robotic cleaners, which before, customers would only have been able to see operating on the website. We also have Camill, a range of electric utility vehicles.”
The increasing popularity of these vehicles reflects a desire from Central’s customer base to pursue more sustainable business practices. This environmentally friendly focus is in line with the company’s own ethos, which believes that sustainability should work not only for the planet, but also for the benefit of a client’s bottom line.
“Environmentally friendly electric vehicles can help put customers in a better position to win contracts, especially from companies or government sectors who might want to cut down on emissions or
who simply want equipment that doesn’t make a lot of noise.”
Central’s dedication to their customers goes even further with custom branding available on cleaning robots, electric vehicles and many products.
The new premises is now open and Camilleri said he is looking forward to strengthening relationships with the growing cleaning industry in Western Australia.
“We’re here for everyone. That means the companies who look after major facilities and the individuals who may want to come in and try out a new machine — or we can go out onsite to demonstrate the equipment to them. Commercial or domestic, we cater for everyone who wants to come in and browse the extensive products that we have on offer. Everybody is welcome.” ■
Sabco Professional: Making a sweeping impact on Australian Healthcare cleaning
Sabco has been a cleaning powerhouse within the Australian market for more than 130 years. Post-COVID, the importance of hygiene, cleanliness and infection prevention has never been higher.
The pandemic highlighted the critical need for stringent cleaning practices, particularly in healthcare settings.
Kelvin Farrington, national business development manager of Sabco Professional, says that, while professional cleaning has always been vital, with high standards and rigorous criteria, recent technological advancements have transformed cleaning practices.
“These advancements have impacted how we work, travel, and communicate, as well as how we clean,” Farrington says.
“Microfibre-based cleaning technology now ensures a balance between absorption, retention and abrasion, optimising cleaning. Key aspects include the careful
application of water and chemicals, more sustainable cleaning products and consistency in cleaning routines.”
Sabco Professional aims to be more than just a manufacturer of high-quality cleaning products. They strive to be a key partner in maintaining high hygiene standards and deep cleaning within healthcare facilities throughout Australia. Their expert team collaborates closely with hospitals to introduce new products to their range that improve the high cleaning standards required.
One example is their soon-to-belaunched new disposable flat mop pad. Farrington says the product’s unique construction guarantees an even better clean.
“What makes this product unique is that it is made from 100 percent recyclable polyester which is also recyclable. The microfibre content is 70 percent microfibre which is considerably more than some others in the market. The results after cleaning a floor with this product are very impressive – even after it has been cleaned prior with another similar product. Introducing this pad made from 100 percent recycled polyester also highlights our commitment to try and minimise the environmental impact of disposable products.”
Before launching new products into the healthcare market, Sabco Professional does extensive testing alongside end users at large metropolitan and regional
hospitals. This dedication to research and development allows them to provide innovative cleaning solutions that meet the unique needs of healthcare facilities.
They share their research results with their customers, Farrington says.
“The collaboration between product development, sales teams and our end users has resulted in a solid product matrix that meets diverse needs. Hospitals and our key distribution partners are approaching us to form a partnership to supply our cleaning products. They know that we will help train their staff and internal auditors to ensure the cleaning products are used correctly to achieve high standards of cleaning and reduce potential risks of injury due to the demanding nature of their duties.”
More sustainable products continue to be an important consideration for Sabco Professional. Apart from floor and surface cleaning, there are other products in the range such as janitorial carts and waste management systems made of recycled plastic.
Also being first launched shortly is their Jingo range of colour coded disposable microfibre cloths. This new product features the commissioned artwork of Aboriginal elders and represents the coming together of Aboriginal and nonIndigenous people and the two-way learning about culture and country. Sabco donates 5 percent of all sales from this range to educational projects for children in the Mutitjulu community in Central Australia.
Sabco Professional’s comprehensive approach demonstrates their commitment to improving healthcare cleaning. By integrating advanced technologies, innovation and sustainable practices, they ensure that hospitals maintain the highest hygiene standards. Their ongoing collaboration with healthcare providers is key to this mission.
As we advance into the twenty-first century, companies like Sabco Professional will become increasingly important. Their dedication to innovation, quality and sustainability benefits clients and has a broader impact on public health and the environment. Through continuous improvement and a deep understanding of clients’ needs, Sabco Professional is s etting new benchmarks in the healthcare cleaning industry. ■
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Preventing mould means rethinking our buildings
As Australia faces a future of humid summers, we need to rethink how we prepare our homes and offices to protect against mould.
Words Helena Morgan
Photography by Avinash Kumar on Unsplash.
Summer is gone — but what has it left behind?
Australia’s most recent summer saw unprecedented levels of humidity levels that gifted many buildings with mould as a souvenir. Looking to the future, engineers and architects alike are emphasising the importance of relying on climate-responsive design and proactive planning to future-proof buildings.
Lara Bailey, Ashburner Francis mechanical engineer and environmentally sustainable design (ESD) expert, says weather conditions over the summer provided the ingredients ideal for mould growth. This means continuous humidity over a prolonged period coupled with relative humidity levels that did not decrease, allowed for mould to flourish.
ADVERSE WEATHER CONDITIONS MEANS STRATEGISING NEW METHODS
Bailey says that higher than usual operating rates of air conditioning produce cooler inside temperatures, which subsequently collide with warmer outdoor temperatures and result in condensation on cold surfaces that create conditions conducive for mould. To avoid this, buildings should be designed to slash the chance of moisture from creeping indoors – air conditioning and natural ventilation are now only band-aids and unsustainable solutions.
“If the air conditioning is running, the place needs to be entirely sealed up,” says Bailey.
Architect and Architectus-Conrad Gargett principal David Gole shares Bailey’s desire to strategise new ways to remove moisture from the air, particularly in light of conditions forcing even ‘passive’ houses such as Gole’s to opt for air conditioning and ensure user health and wellbeing.
“We generate our own power, have our own waste treatment and collect our own water,” says Gole. “Up until now, we never envisaged having to draw on energy to cool the entire house.”
TRANSPARENT COMMUNICATION AND MIXED-MODE SERVICES
Bailey says it’s essential to have meaningful communication between engineers and facility managers when designing mechanical engineering services such as air conditioning.
“We need to understand precisely how a building operates,” she says. “Don’t be aspirational about how your building is going to be used – be realistic.”
Bailey says an example of the significance of clear communication between engineers and occupants is the facility manager of an aged care home who informs engineers when windows and doors are open while an air conditioning is running.
In instances such as these, well-designed mixed-mode services could be an effective response – air locks that trap air between the two doors at entrances and exits assist in stabilising internal air temperatures. Additionally, air curtains – areas where air gushes down above entranceways – may help prohibit exposure to warmer outdoor air.
Specialist commercial buildings would benefit from thorough moisture-removal systems and restoration practices that work to prevent mould growth.
It’s essential to have meaningful communication between engineers and facility managers when designing mechanical engineering services such as air conditioning.
BUILT ENVIRONMENT RISING TO THE TASK OF FUTURE-PROOFING BUILDINGS
Gole says engineers and architects of the built world must embrace the challenges and rewards of climate-responsive design and practice transparent communication and risk assessment.
“Buildings must be fit-for-purpose into the future,” says Gole. “We’re dealing with very different climatic conditions now, so we need agile and responsive engineers who can rise to those challenges.” ■
WORKING WITH THE ROBOTS
Are robotic cleaners and AI technology about to transform the cleaning industry?
Words Myke Bartlett
Photography by Michelangelo Buonarroti on Pexels.
In a few short years, robots have gone from science fiction to commercial fact. They may not yet be taking over the world, but they are revolutionising the cleaning industry, offering clients a more efficient — and cost-effective — clean without sacrificing quality. At present, autonomous mobile robots (AMRs) tend to be used as self-guided floor cleaners, often working alongside human staff. But there is little doubt that the technology is changing at an unprecedented rate, with repercussions for the cleaning workforce and, more broadly, how cleaning companies operate.
It isn’t just about robotics, of course. The rapid evolution of AI is changing how businesses communicate, while more sophisticated software is allowing savvy operators to access and gather data that improves cleaning practices and workforce management.
Tom Culver, founder of the Robot Factory, says that the combination of improved software and advanced robotics will see autonomous machines moving into some surprising areas of business. His company started off selling floor-cleaning robots because it seemed a natural use for the existing technology — the floor was a perfect environment for robotics and the robots relished the unsociable hours and repetitive work.
“It’s a dull, dirty and dangerous job,” Culver says. “The people that do it often don’t see it as anything more than a temporary job.”
His robots are now setting their sights on higher things, thanks to developments in vision technology.
“Everything is changing quickly. As any new technologies come on, what I try to tell people is buy one robot, try it, and you'll kind of figure out if it works for you. But if you sit on the sidelines, it might be a little too late.”
GETTING STARTED
Hamish Matheson, regional president at Karcher Oceania, says his company has seen the market for vacuum robots increase steadily towards larger-scale machines for use in commercial settings.
“If you take our cleaning robot the Kira B 50, we thought we’d see interest from retail environments such as supermarkets, but where we’ve actually seen a lot of interest is from transport, logistics and warehousing,” Matheson says.
“They’ve got large floor space that requires repetitive cleaning tasks in consistent conditions, and automating these cleaning tasks can offer high efficiency compared to manual cleaning; particularly if you have machines such as the Kira B 50 that have a docking station for filling and emptying, making them truly autonomous.”
The initial investment can be a sticking point for businesses, given how quickly the technology is changing. Nobody wants to invest heavily in hardware that could be superseded within a couple of years.
Everything is changing quickly. If you sit on the sidelines, you might be a little too late.
- Tom Culver
Culver says that, while he understands the hesitancy, companies should be wary about waiting too long to invest in robotics.
“Everything is changing quickly. As any new technologies come on, what I try to tell people is buy one robot, try it, and you'll kind of figure out if it works for you. But if you sit on the sidelines, it might be a little too late.”
Matheson says that he finds customers have been less concerned about potential updates — which would be straightforward for most machines — than the upfront cost of investing.
There are two main perceived barriers. One is the upfront cost of investing in hardware and the other is the cost of maintaining the software such as with updates, licensing and re-mapping. This is where technology can differentiate in the market. Kira B 50 as an example, has automatic software updates, clear and competitive running costs and re-mapping can be done easily by the end user.
ROBOTS IN THE WORKFORCE
When it comes to that cleaning process, one of the most attractive aspects of investing in AMR technology is that it promises to reduce labour costs. Robotic cleaners can be onsite 24 hours a day and deliver more regular cleans than their human equivalents.
“We've had an AMR in place in a healthcare logistics facility in New Zealand now for probably four or five months,” Hamish says.
“We've had a state-of-the-art autonomous cleaning robot in place in a healthcare logistics facility in New Zealand now for probably four or five months,” Matheson says.
“It runs for between 30 and 40 hours a week every week, fully automated with little to no human intervention. Set up is really easy and once that’s done, all that is required is the docking station with access to water and electricity and then it should take care of itself. It’s really hands off.”
How much attention does the machine require from a human?
“Very, very little once it’s set up, and it’s quite easy to do that. What you need is for the docking station to have access to water and electricity as well and then it should take care of itself. It’s really hands-off.”
At this point, Matheson says he doesn’t see robotics as having a huge impact on the labour market. What is more likely in the short term are “cobots” — or collaborative robots — that will work sideby-side with humans.
“Cobots can be a great support to the workforce to increase productivity. For example, a cobot could work alongside a hotel cleaner, undertaking the basic floor cleaning tasks such as vacuuming hallways while the hotel cleaner tends to the more complex cleaning tasks such as bathroom cleaning and changing linen.”
The risks of a robot revolution
Investing in a new technology can bring risks, particularly in a time of rapid change. Mick Askew, regional sales director for Karcher Oceania, says customers shouldn’t be too concerned about their new purchase becoming immediately outdated.
“With any robotic technology, significant updates can be made over time,” Askew says. “We're always striving to improve performance and durability to meet, if not exceed, the needs of the customer. Products will continue to evolve. I think the hesitancy from the market is understandable because of the potential unknowns with ongoing costs and what return you’ll get on your investment.”
Hamish Matheson says customers should do some basic research first.
“I think there are relatively affordable robots out there, and then there’s some that are a little bit more expensive. It's important to consider however, the total cost of ownership, quality of the machine and the back-up support and service available. If you need assistance, you want the peace of mind that your machine can be checked remotely and there is a strong service network to attend site.”
Customers should also consider the implications around data privacy when investing in new technology.
“Customers want to make sure that the brand they choose has good policies and procedures around data privacy. This is a critical topic across all industries, especially now with AI offering insights and predictive maintenance and so on. Make sure you’re with a reputable company and you know exactly where your data goes and that it is secure.”
Tom Culver says data security is something his company takes very seriously, but is usually straightforward.
“We take safety and security just as seriously as clean floors. We work with a big data centre, where you’ve got to go through all kinds of checks and balances to get in. We just turned off the facility on the robot that allows them to connect to the cloud.”
People will say, well, ‘what’s AI going to do for cleaning?’ Absolutely nothing that I've seen just yet.
- Mark Fermor
Culver agrees. Instead of robots being a threat to human cleaners, they offer the potential to make the work more rewarding.
“At the end of the day, these employees are valuable assets. Therefore, assigning them meaningful and more sophisticated tasks is crucial. By integrating their work with robots, the entire process becomes more engaging for them.”
There are still some tasks that humans are better suited to tackle, including the aforementioned bathrooms.
“Anything above the floor does get a lot more difficult, so I can’t see it replacing cleaners yet,” Culver says.
“Robotics is not really about replacing any humans. The humans are going to act in a more clever way, meaning their interactions with the robot, and what you’ll end up with is a cleaner facility, cleaned in a smarter way.”
THE INTERNET OF THINGS
Still, the robot revolution might be some way off. Mark Fermor, APAC general manager at TEAM Software, says that he doesn’t see robotics transforming the cleaning industry just yet. He says the main challenges in the near future won’t be companies finding a quick fix through robotics or the much-hyped AI, but learning how to make better use of the software tools that are already available.
“People will say, well, ‘what’s AI going to do for cleaning?’
Absolutely nothing that I've seen just yet,” says Fermor, whose software is designed to improve productivity in the cleaning, security and facility management industries.
“Maybe AI is going to be a cool chatbot on your website, but is it going to make your cleaning more efficient? There is absolutely no proof of that yet. You need skilled people to understand how to do that. All I see right now are many companies really trying to get to the basic use level of the technology that is currently available to them.”
New developments in software and app technology mean that cleaning companies are being presented with more data than ever, which will require more sophisticated software to interpret and extract meaningful conclusions.
Fermor says the much-hyped “Internet of Things” — in which devices including robots communicate information such as needing to be emptied or refilled — is yet to make a meaningful impact on the industry.
“I’m very sceptical about the Internet of Things because of its reliance on hardware. We have systems that require hardware, and it provides a single point of failure. But perhaps that is going to improve with more reliable manufacturing, so I’m not writing it off. Perhaps in the next five to 10 years, it will begin to make sense.”
THE NEXT GREAT LEAP
Culver says these next five or so years will see a great leap forward for robotics, as AI becomes embedded in every aspect of our technological lives.
“It’s a really exciting time for robotics. We’re moving into the AI and vision space, where we can pretty much take any of our robots, add a separate camera, and turn them into ‘super robots’.”
He gives the example of a cleaning robot that can be adapted into not only cleaning a supermarket floor but also zooming around monitoring stock levels, spillages and slip risks or even theft.
“We have one in a grocery store that can literally do anything that you’d have a human do. It can even be trained to go and hang around the sweets section at three o’clock when the kids are out of school to watch for theft. That’s just the tip of the iceberg.”
Matheson says the next frontier for robotics will be outdoor cleaning.
“As the collaborative way of working with robots indoors becomes more mainstream, I think we’ll start to see a natural evolution to automation in outdoor areas. Think of larger sweepers and outdoor scrubbers autonomously cleaning areas such as sporting precincts and exhibition complexes, intuitively adapting
to the environment, taking into consideration elevation, weather and other complexities.”
Some companies have already branched out into AMRs that can patrol beaches or scrub the hulls of sea vessels without having to drag the boats from the water. Culver says his company is working with clients on robots that can scale outdoor areas humans struggle to access, including windows on high-rise buildings.
For his part, Fermor thinks the near future for the cleaning industry will be more about developing the skills needed to thrive in the digital age.
“Business intelligence is knowing something before your competitors,” Fermor says.
“In today’s world, that means interpreting data into meaningful information. The gap between having the data and having the skill to project it into meaningful information is huge, not just in the cleaning industry, but everywhere. You really need a special skill set to understand how to interpret data that new systems and software provide.”
TEAM Software by Workwave and The Robot Factory will be presenting at the ISSA Cleaning & Hygiene Expo in Sydney, 11-12 September 2024. ■
Explore. Experience. Elevate.
The annual ISSA Cleaning and Hygiene Expo is ready for lift off.
Get ready to explore, experience and elevate.
ISSA, the worldwide cleaning industry association, is embarking on their annual ISSA Cleaning and Hygiene Expo.
This two-day event will take place on 11-12 September at the International Convention Centre, a world-class venue in Darling Harbour, Sydney.
This major event is the highlight of the calendar for Australasia’s cleaning and facility solutions industry and will bring together leading experts, innovators and decision makers.
Lauren Micallef, ISSA Oceania manager, said the expo continues to build a strong following at home and abroad.
“It has been great to see the local growth of the event, but also the traction and awareness from an international perspective,” Micallef said.
“This only helps to broaden the product offerings to our audience and will expand potential business markets for our exhibitors.”
This year more than 2000 professionals from more than 20 countries are expected to attend with people venturing from countries including China, India, Singapore, the Middle East, the United States, Taiwan, Malaysia, New Zealand, United Kingdom, Fiji and the Solomon Islands.
Attendees will represent the full breadth of the cleaning and facility solutions industry, including manufacturers, distributors, wholesalers, in-house service providers, building service contractors and residential cleaners.
Stuart Nicol, ISSA Oceania Council chair, said the expo’s expansion in recent years demonstrated its importance to the industry.
“The ongoing success and growth of the show highlights the significant role it plays for our market,” Nicol said.
Women in industry breakfast
12 September 2024, 8am
This year the ISSA Cleaning and Hygiene Expo will feature an exclusive breakfast celebration hosted by the ISSA Hygiea Network, a community dedicated to advancing the careers of women through education, mentoring, networking and support programs.
This special breakfast will launch the Hygiea Network in the Australasian region, with the help of guest speaker Hon Jodie Harrison MP, Minister for Women, Minister for Seniors and Minister for the Prevention of Domestic Violence and Sexual Assault. The event is open to all who are passionate about supporting diversity and inclusion within the industry. Attendees will need to act fast and register for their ticket as spaces will be limited.
Later in the day, attendees can join key industry panellists as they share some of their insights and expertise at the Women in Industry panel at the Business Solutions Theatre on the show floor.
Steven Tanusoski, senior manager for Strategy and Growth at iQCheckPoint, said the expo was a great way to highlight the innovations shaping the region’s cleaning market.
“This expo provides an invaluable platform to engage with industry professionals, showcase our cutting-edge features, and collaborate on shaping the future of the cleaning industry,” Tanusoki said.
The expansive ICC show floor is almost sold out with only limited spots still. More than 100 exhibitors have already signed up to showcase their latest products, services, solutions and innovations to the market.
“It’s been great over the past couple of years to see the number of companies bringing their teams to the show,” Micallef said.
Praj Perera, senior manager of marketing for APAC at Rubbermaid Commercial, said the chance to share the floor was a key attraction for many companies.
“This show is all about discovery, connections and fostering relationships,” Perera said.
“With so many leading exhibitors, attendees can explore the show floor and uncover the latest offerings that will benefit their business.”
Matt Marsh, managing director at Sebastian Group, agreed.
“They really benefit from attending and discovering the latest trends and insights that they can take back to their company,” Marsh said.
EDUCATION SESSIONS
The expo’s education program will take place across the two days, featuring a diverse array of sessions designed to equip attendees with the tools and solutions they need to advance their
career development and further their organisation’s efficiency and profitability.
“We have scheduled an absolutely phenomenal roster of speakers for this year’s epo across both our speaker sessions and panel discussions,” Micallef said.
With more than 30 speakers taking part in 14 events, attendees will be able to tap into the expertise of these thought leaders on hot topics such as business management, technological advancement, environmental social and governance initiatives, team development, technical sessions and more.
“There will be a subject to interest everyone, so make sure to invite your teams, so they can broaden their knowledge and understanding of the cleaning and hygiene market,” Micallef said.
Networking Drinks
Networking Drinks will take place on the show floor at the ISSA Innovation Zone at 4pm on the 11 September, coinciding with the ISSA Excellence Awards. Enjoy networking with peers while uncovering the latest Innovation winners.
Accommodation
Special accommodation rates are available for ISSA Cleaning and Hygiene Expo attendees and Exhibitors at the Sofitel Sydney Darling Harbour, Novotel & Ibis Sydney, Darling Harbour and Furama (Formally Holiday Inn).
For more information visit cleaninghygieneexpo.issa.com/attend
For those looking for a deeper dive into technical training, intensive onsite workshops will be taking place throughout the expo.
These include three business workshops designed to streamline processes, enhance decision making and improve profitability in a period of mounting time, money and resource pressures on businesses.
These include the Estimating and Bidding Made Easy workshop with Steve Kulper, an industry consultant for Australian Property Services, where he will draw upon his 27 years of cleaning and facility management experience.
Attendees will learn how to personalise your approach and shape numbers to meet the needs of your clients’ and win more contracts.
Also taking place on the first day of the expo is Leveraging AI for business, run by emerging technology futurist and University of New South Wales lecturer, Ian Farmer. This interactive session will address the capabilities and tools companies and staff can utilise to enhance their business, optimise resources, revolutionise operations and improve profitability.
“AI is an exciting area, with so much potential for business, however staff and companies have various understandings of its capabilities and limitations,” Farmer said.
“I guarantee whether you have a basic or intermediate understanding of AI, you will walk away from this session with a greater knowledge of its capabilities and an ability to engage with various tools and resources.”
On the second day, Dr. Gavin MacgregorSkinner will be running a workshop where
participants will leave with the knowledge and skills necessary to measure and analyse the cleanliness of air, surfaces and water in buildings. This session will aid participants in using tools that help increase operational efficiency, reduce costs and improve the quality of cleaning services.
Attendees will learn how to use data and turn it into valuable information; understand why indoor air quality is important for the cleaning industry; learn how to boost profit and empower staff and understand the do's and don'ts of using cleaning products.
“The cleaning industry is advancing every year with new technology, processes and products,” Macgregor-Skinner said.
“By attending the ISSA Cleaning and Hygiene Expo you will learn about the latest innovations that will help ensure your business achieves the highest standard of cleanliness.”
Put simply, the ISSA Cleaning and Hygiene Expo is an event not to be missed. Micallef said those diverse and widereaching events would not be possible without the generosity of sponsors and exhibitors.
“Special thanks to our Platinum Sponsor, Reckitt Pro Solutions, our Gold Sponsor, Makita, and our Silver Sponsors, TEAM Software by WorkWave, Sabco Professional, and iQCheckpoint,” Micallef said.
“I also want to thank our Coffee Cart Sponsor, Rapidclean Co-Operative Ltd and our Registration Sponsor, Rubbermaid Commercial Products.”
To register for the ISSA Cleaning and Hygiene Expo visit cleaninghygieneexpo.issa.com ■
ISSA Excellence Awards
The newly rebranded ISSA Excellence Awards will be announced at the ISSA Innovation Zone during this year’s expo.
The Excellence Awards celebrate the latest innovations and recognise the outstanding achievements of people working in the industry.
Past winner Murray McDonald, director at Floorbotics/Aoting Bot, said he recommended entering for the unparalleled recognition and networking opportunities the award brings.
“Winning the award not only spotlighted our innovative approach to cleaning equipment but also significantly bolstered our credibility in the industry,” McDonald said.
Lauren Micallef, ISSA Oceania manager, said ISSA had been overwhelmed by the support the awards have received over the past couple of years.
“The growth in the entries has been outstanding and really highlights the innovative nature of the market,” Micallef said.
Award finalists will showcase their products in the ISSA Innovation Zone on the show floor at the expo, allowing visitors to view the products and uncover more about these innovations.
Robin Craigie, marketing manager of washroom B2B marketing at Essity Australasia, said his company were thrilled to win the award last year.
“The cleaning industry’s challenges, issues and needs around efficiency, hygiene and sustainability inspire us to innovate so we were absolutely delighted to gain the recognition,” Craigie said.
Sale
“We certainly have several new entries lined up for this year’s awards!”
This year’s rebranded program will also feature two new categories – Environmental Awareness & Sustainability and the People’s Choice awards.
“Globally consumers as well as governments are looking at sustainable, eco-friendly product and service options,” Micallef said.
“Over the past few years, the cleaning industry has witnessed a surge in market innovations. As a result, it made sense that the Innovation Award program should evolve to incorporate this new category and we are excited to see the submissions put forward.”
This year’s attendees will be able to have their say on the winner of the People’s Choice award with all category finalists in the line-up to win.
“Voting will take place on site, so we encourage all visitors to make their way to the ISSA Innovation Zone on the show floor to review the finalists and cast their vote,” Micallef said.
The ISSA Excellence Award winners will be announced at the ISSA networking drinks at the ISSA Innovation Zone at 4pm on 11 September.
The Innovation – People’s Choice Award will be announced at the end of the second day of the show.
Angus Suttor 0436 006 717
angus.suttor@myi.rh.com.au
East Coast Restorations, including Duncan's Carpet Cleaning, is a well-established, Northern Rivers based cleaning and restoration business. The business has as its core values, commitment, and service to all customers, even in the most difficult conditions Social and environmental responsibilities, honesty, and integrity while providing cost effective solutions to all services provided.
If you are looking for a professional, well established business, with the opportunity to expand into new markets, while servicing all current areas, East Coast Restorations is a business you should investigate. With the opportunity to secure the business on a walk in walk out basis, you will have everything you need to be an industry leader and continue to be an Insurance Company preferred contractor.
To secure a copy of the business Information memorandum, request a Non Disclosure Agreement and on return you will receive all relevant information or alternatively call Angus Suttor on 0436 006717 to discuss the business in depth.
BAPTISM OF FIRE
Changing technology and new industry standards promise to streamline restoration and remediation efforts after fires.
Words Cameron Cooper
The stark reality is that indoor air quality and firerestoration experts such as Dr Claire Bird are going to be in high demand in an era of climate change. Bird is managing director at LITMAS, a laboratory analysis and technical support group that helps finalise remediation works following flood, fire or other devastating events. While there are three main sources of fire – structure fires, protein fires and bushfires – she says the impact of climate change means that the latter, in particular, will increasingly be a threat to businesses and communities.
“We are facing longer bushfire seasons and more intense fires,” she says. “Because bushfire smoke plumes are so large and travel so far – and even between states, territories and countries – the scale of damage means that restorers need to be able to deal with catastrophic events over large areas, and with backlogged insurance claims.”
Garry Carroll, managing director of Restore Solutions and the Australian Cleaning and Restoration Academy in Queensland, agrees that the demands on restorers are rising. Fires and floods are the chief culprits. “With the restoration industry, through COVID-19 there was no downtime and it really hasn’t slowed down for us,” he says.
Despite catastrophic bushfires dominating the headlines, Carroll says smaller fires also lead to significant work for restorers. “With a large fire, the roof might go and it really becomes a demolition job. But if it’s a small fire and it’s put out, it’s mostly about smoke indentation throughout the property and that’s when the restorer comes into play.”
SETTING NEW STANDARDS
Restoring a building after a fire is challenging, with two of the biggest tasks being cleaning and odour removal. Fires often scar buildings with smoke and soot stains, while leaving behind overpowering smells.
The good news is that smart fire-restoration innovations such as laser technology, ultrasonics and hydroxyl generators can make a difference (see boxout), while the pending introduction of two new industry standards by the Institute for Inspection, Cleaning and Restoration Certification (IICRC) represents a significant step forward.
A large fire might be a demolition job, but small fires are really about smoke indentation throughout the property and that’s when the restorer comes into play.
- Garry
Carroll
Photography by Pixabay on Pexels.
If you have a protein fire, it’s really important to understand that there is a different way to clean up after those fires, otherwise the protein smell can stay around for a long, long time.
- Ivi Sims
The official titles will be:
• IICRC S700 Standard for Professional Fire and Smoke Damage Restoration
• IICRC S760 Standard for Professional Wildfire* Investigations and Restoration of Impacts to Structures, Systems and Contents.
Ivi Sims, the co-founder of BULCS Holdings, a distributor of indoor air quality, ventilation and building restoration solutions, sits on the IICRC S760 committee and believes the two new standards represent a significant leap forward for restoration efforts after fires. Fire and smoke technicians will be able to use the standards to identify fire types and then apply the correct cleaning and restoration practices.
“The S700, especially, identifies different cleaning methods for different fires,” says Sims, who is also co-founder of the Building Restoration Inspection Institute. “So, if you have a protein fire, for example, it’s really important to understand that there is a different way to clean up after those fires, otherwise the protein smell can stay around for a long, long time.”
Likewise, Sims says the S760 standard will bring clarity to identification of fire types and associated bushfire insurance claims.
Bird believes the standards are crucial for restorers and other industry experts, and will bring greater awareness of fire remediation and the various methodologies that are recommended, specifically around wildfires. She notes that the IICRC has partnered with the American Industrial Hygiene Association (AIHA) to jointly develop the standardised criteria.
“Both the reporter performing a restoration and the competent professionals performing the inspections, sampling and interpretation can rely upon these criteria for systematic inspections of wildfire impacts,” Bird says.
The S700 standard aims to describe the practice principles, methods and processes to investigate, evaluate and restore the interior and exterior of structures and contents that are affected by wildfire smoke emissions. “Restorers will need to have greater knowledge of the nuances of remediation for wildfires, particularly residue infiltration, distribution, settlement on surfaces, and potential fire particle resuspension, and of off-gassing from surfaces.”
Bird says Standards Australia is adopting IICRC standards in Australia for mould and water damage restoration, so it may well adopt standards for fire restoration in Australia. “If this happens there is potential for pressure on cleaning contractors wanting to work with fire residues to undertake certification under the scheme,” she says.
RIGHT EQUIPMENT, RIGHT PROCESSES
As a passionate veteran of the restoration industry, Carroll is adamant that attention to processes and having the right equipment are the keys to success with fire and smoke remediation.
For the best outcomes, he advises restorers to:
• Read equipment directions and safety sheets – for example, with oil-based fires that require the use of chemicals to break down residue, Carroll says too often the practitioners don’t read the directions. “They just go straight in and they may not have the right PPE gear on.”
The rule of thumb, according to Carroll, should be to use quality chemicals and equipment to do the job properly. “Quality products and processes result in less time and less labour for a job.”
• Choose your machinery and equipment carefully – to improve air quality as part of a fire-remediation project, Carroll says users should distinguish between cheap air scrubbers and high-performance air cleaners. “People may say they’re the same machine, but an air scrubber is usually a machine that’s of cheaper quality, and an air cleaner actually cleans the air,” he says. An advanced air cleaner with H13 or H14 HEPA filters and a carbon filter is a good starting point.
• Opt for powered air-purifying respirators – Carroll recommends a ‘tool box’ that includes air particle counters, hydroxyl generators, quality PPE gear and premium powered respirators.
• Sims adds that technology options such as thermal foggers – which use heat to vaporise a fogging solution and can neutralise smoke odours after a fire – are also becoming popular. Dry chemical sponges can eliminate the need for water or cleaning agents, saving valuable time and labour.
“There are a lot of new technologies and it’s always changing,” Sims says.
TRAINING THE KEY
To ensure a safe and productive future for fire and smoke remediators, Bird says appropriate training will be essential.
“The problem we currently face is that many undertrained companies are attempting to remediate fires and are unaware of the character or extent of contaminants present or where odours can be hidden,” she says. “In addition, insurance companies still have a builder-led model, and often builders will strip out materials that can be remediated. Hopefully, through appropriate IICRC training, we can increase knowledge and awareness.”
With the industry facing rapid change, Sims calls on all participants in the fire-remediation sector – from cleaners and restorers to firefighters and other experts – to join forces for the good of all.
“I think it would be really good to have conversations among all the people who work in fire and smoke remediation because ultimately we all need to understand and follow the same processes.”
The IICRC S760 Standard refers to ‘wildfire’ and ‘wildfires’, while the commonly used terminology in Australia is ‘bushfires’. In this story, the two terms are used interchangeably. ■
Options for fire remediation
Fire remediation often involves a combination of techniques to restore an affected area to its pre-fire condition. Here are some of the options
Ultrasonics
This specialised technique allows remediation teams to clean and restore salvageable items that have been affected by fire and smoke damage. It works by using high-frequency sound waves that create shockwaves and microscopic bubbles that blast debris such as dirt, soot and oil off objects.
While the process has merit, the Australian Cleaning and Restoration Academy’s Garry Carroll notes that insurers are often writing off more and more items these days after fires and floods. “The days of Mrs Jones owning that nice mahogany furniture tend to be gone,” he says. “People go to IKEA and get a flat pack, put it together and it’s worth nothing. So, the insurers just write that off. There’s a lot more write-off of products today than 15 to 20 years ago.”
Laser technology
One of the emerging technologies for fire restoration is laser cleaning technology. LITMAS’s Dr Claire Bird says laser cleaning can be used to eliminate blemishes, patinas and imperfections from materials, including smoke and soot stains.
This approach is non-abrasive and is typically safer and less messy than older technologies such as sandblasting. “The barrier to entry for laser technology is that it can be expensive to set up and have a difficult learning curve, so it is not suitable for every fire job,”
The problem is that many undertrained companies are attempting to remediate fires and are unaware of the character or extent of contaminants present or where odours can be hidden.
- Dr Claire
Bird
Bird says. “On the upside, it is easily transportable and effective on things like high-end artwork and other sensitive surfaces that cannot be agitated.”
Ozone generators
If the smell of smoke lingers in a property, cleaning and restoration professionals may turn to ozone generators. These portable machines use the process of oxidation to remove odours. Carroll warns that over-exposure to ozone can cause respiratory issues and that it is best-practice to ensure there are no people or animals in rooms when the generators are turned on.
Hydroxyl generators
Carroll favours hydroxyl generators, which use UV radiation, over ozone generators. They operate on the same principle, but use different chemistry. The hydroxyl generators create hydroxyl radicals within indoor spaces and purify the air by neutralising odours, volatile organic compounds and other contaminants associated with fire damage.
“It’s a free radical that breaks apart odours and bacteria and is fantastic for fire damage, and you can run them in conjunction with air cleaners,” Carroll says.
Caring for stone floors
Caring for marble and granite flooring can be easy but requires a light touch.
Words Kathleen Misovic
Photography by Wil Stewart on Unsplash.
Natural stone flooring brings a classic, timeless look to facilities. However, many facility managers may avoid stone flooring because they believe it is too hard to care for. Or they may not put the necessary work into the stone floors they already have, because they aren’t sure how to maintain them.
As natural stone is porous, it can easily retain stains. Furthermore, its restoration process can be expensive. However, you can extend your flooring’s lifespan and increase the time between restorative care by using the proper cleaning products and equipment.
WHEN IT COMES TO CLEANING, EASY DOES IT
Contrary to what many people believe, stone floors, such as marble and granite, can be a low maintenance and durable option, according to Marty Jollette, vice president of training and operations for Renue Systems in the US.
Choose cleaning chemicals that are alkaline or that have a neutral pH. Acidic cleaners can etch stone flooring, especially marble.
“If you’re cleaning a restroom with a marble floor and spill toilet bowl cleaner it will leave a mark,” Jollette says.
“People love the look of marble with its veining and use it on kitchen countertops. But if you spill orange juice or wine and don’t wipe it up immediately, the acid will etch the marble.”
Dust buildup can also damage stone flooring, so be sure to incorporate dust mopping and wet mopping into your daily stone floor care routine.
“Microfibre is the go-to for dry dusting, and for regular wet mopping you can use a cotton mop. Be sure to dry mop after wet mopping, so you don’t leave water on the floor. It will streak and someone could trip. The pattern is dust mop, wet mop, dry mop.”
For interim cleaning, Jollette recommends a light, non-aggressive buffing with a rotary machine using a polishing compound.
“Using a swing or buffer machine on stone floors is fine as long as you use the correct pad and procedure,” Jollette says.
Even stone floors that receive the best daily and interim care will eventually need restorative work.
“These stones are soft; a lot of foot traffic and general wear and tear will wear off the coating and eliminate their sheen.”
Jolette recommends a honing process using diamond abrasive pads with different levels of grit to grind down and polish the surface of the stone.
First, use a higher grit (less coarse) diamond honing pad to see if that removes the scratch marks and etches. If not, you will want to switch to a pad with higher coarseness (lower grit number) to remove those deeper scratches out of the floor. In the final step, use a polishing compound or crystalliser to add more shine.
AVOID FLOOR CARE MISTAKES AND MYTHS
Before you can formulate a floor care plan you need to know the type of floor you have. Jollette says a common floor care mistake he sees is facility managers using the wrong type of cleaning products and tools.
“You need to know the type of stone you have, whether it’s limestone, marble, granite, or another type. This is critical to know before you pick your cleaning and restoration process. You also want to know if there was ever a sealer put on the floor.”
Sometimes maintenance workers will seal a stone floor with a topical coating not recommended by the original floor manufacturer, either because they want to change the look of the floor or didn’t realise it was the wrong product to use. Or maybe they will use an improper sealant, such as resilient floor wax, because they
don’t want to pay to have the floor polished the correct way.
“These improper procedures and products can affect your daily, interim, or restoration maintenance of the floor,” Jollette says.
“Before you can address issues of caring for the stone, you have to identify if there was an improper product applied to the floor and then determine how to remove it. Only then can you restore the floor.”
Jollette says in cases where he has needed to identify floor types and sealants, he and his team will use a microscope, conduct a scratch test, and even apply a small amount of vinegar to determine if the floor etches. Once you have identified any improper sealers or waxes, removed them, restored the floor with the correct diamond pads, and applied the correct sealant, your work is far from done. Sealing a stone floor is not enough to protect it from dirt, stains, etching, and damage forever.
“A sealant just helps with maintenance, it gives you more time to react to spills and helps shield the floor from damage, but it does not act as an invisible screen forever.”
DON’T GO IT ALONE
Perhaps the most important step in caring for stone floors is to find specialists to support you.
“The best advice I can give people is to find a supplier that deals exclusively with chemicals and equipment for natural stone floors,” Jollette says. “This type of business will offer you the best customer service. You can work with them directly to identify the stone and put together a floor care program specific to your needs.”
Contrary to what many people believe, stone floors, such as marble and granite, can be a low maintenance and durable option.
Even though such a supplier can provide you with all the chemicals and equipment you need, don’t feel pressured to do all the work yourself. Although facility maintenance staff can often handle daily and interim floor care, restorative care could be another matter.
“You may need a professional for restoration,” Jollette says. “Find someone with years of experience and ask them to do a small area of your floor. This will give you an idea of their work and ensure they can deliver the results you need.” ■
MEET
Brodie West, RIA’s first female president
Having run her family’s restoration business for the past five years, Brodie West is now leading the Restoration Industry Association through a time of great change and opportunity.
Words Myke Bartlett
Brodie West
Brodie West says she never intended to end up working in restoration. Despite her family running the Queensland business Westaway Restorations, she had her eye on a career in real estate. But she says, once you’re bitten by the restoration bug, there’s no getting away from it.
“If you speak to most restorers, while there are generational family businesses, a lot of people fall into it somewhere along the line,” West says.
“It becomes their passion, and they love it. It’s amazing seeing how many people in our industry continue education through IICRC (Institute of Inspection Cleaning and Restoration Certification) certifications or through the RIA. It’s very much an industry where people are looking and seeking more, to further their education.”
It’s also an industry in rapid flux, as the impact of more frequent and more extreme weather events highlights the importance of restoration and raises its prominence like never before.
“When you have had so many more homeowners affected by these events, more people become aware that restoration exists. We’ve had more and more people who have gone through an insurance claim. These events are disasters but they do raise the profile of restoration as an industry because it means that more homeowners are exposed to the essential service restorers provide.”
West says one aspect of the industry that doesn’t get talked about much is the role that restoration workers play in providing solace to people involved in a disaster, whether that might be flooding or a house fire.
“A lot of the time restorers are first on site. So as business owners, and as employees, we have to have empathy. We’ve experienced these sort of scenes before, but for a lot of homeowners this might be their first loss. It’s a stressful time and we do play a support role.”
That role might include not only having to support and guide the homeowner of the process before them but also having to quickly give vital information back to an insurer, a builder or other third party. But West says there is a big focus on making sure that any vulnerable people involved are identified and looked after. While not wanting to generalise, she says this is something that women – who are still uncommon in a male-dominated industry –can find easier.
“It’s painting with a broad brush, but women are generally more empathetic. But that’s not to say that men can’t be or don’t have a passion for what they do. I know our technicians all have to have a passion for helping people because ultimately, that's what we do.”
From her own experience, she feels women can bring a unique perspective to the little things.
“While historically women have not constituted a large part of the industry, we are seeing this evolve. We are definitely seeing an increase in young women taking leadership and operational roles in member businesses which is exciting as it brings fresh ideas and a renewed enthusiasm for the industry.”
A lot of the time restorers are first on site. So as business owners, and as employees, we have to have empathy. We’ve experienced these sort of scenes before, but for a lot of homeowners this might be their first loss.
- Brodie West
West says the RIA is supporting this change through the establishment of programs like the Women in Restoration Breakfast and other mentoring and support programs. As of this year, female committee representation is approaching parity.
Having been elected at this year’s AGM, West is the first woman to take on the position as head of the RIA in Australasia. She has previously served on the association’s management and events committees. She says her focus as president will be on serving the membership.
“I don’t look at the job as being any different as a woman and there’s no grand plan in terms of doing certain things because I’m a woman. It’s more about what we need to do for members. The big things at the moment are advocacy and our member survey, which will help us collect important data about the industry.”
That data – and the accompanying advocacy – will help the RIA build relationships with government agencies, insurance companies and related sectors, including the construction industry.
“I think over the past five or six years, builders have become more aware of restoration, the importance of it, and where it helps them. But there is still a lot more that we need to do in terms of building those relationships and understanding how we can work better together.”
West admits to first night nerves as she took on the role of president at the RIA Inc. Restoration Conference & Trade Show, but is clear about what she wants to achieve.
“I want to show people that we want to listen. We want to try and make things happen for the members. Obviously, a big part of that is advocacy and getting restoration recognised more broadly. Really, I just want to do a good job in the role so that, when I pass it on, I can say I gave it 100 percent and I really tried to advocate for the members.”
Brodie West was speaking to Jessica Agoston Cleary at the RIA Inc. Restoration Conference & Trade Show 2024. ■
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Sabco Professional Ultraclean Microfibre disposable cloths
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