INCLEAN NZ - November 2021

DELIVERING SUSTAINABLE HYGIENE INFORMATION

www.incleanmag.co.nz

November 2021

QUALITY COMFORT YOU CAN TRUST

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EDITOR’S LETTER

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Editor’s letter

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S

ustainable practices around people, products, and procurement are crucial for the success of many cleaning and facility management companies in New Zealand – global pandemic or not.

There is a growing drive and awareness from organisations to look at solutions that are effective, yet which improve outcomes from an environmental and sustainability perspective.

In our sustainability feature this edition, we look at the social and environmental initiatives being implemented by some of the country’s leading cleaning companies and suppliers, and how they are contributing towards a more sustainable future.

Also in this issue, we examine the growing importance of indoor air quality (IAQ) and how cleaning companies can help improve workplace wellbeing through cleaning.

The World Health Organisation (WHO) has recently formally recognised that COVID-19 is spread mainly through airborne transmission.

This acknowledgment has underlined the importance of proper ventilation and filtration of buildings, including the need for high standards of carpet care and heating, ventilation and air-conditioning (HVAC) maintenance.

Our November edition also tackles another common challenge faced by businesses of all sizes and in all industries – finding and keeping talented workers.

This challenge, which has been exacerbated following the pandemic, isn’t going away anytime soon, but there are ways to tilt the playing field in your favour by taking a slightly different approach to your recruiting and retention efforts.

Read some strategies leadership can take during the hiring process to help find, and most importantly, keep, the right candidate.

As a final note, on behalf of the team at INCLEAN, we would like to thank our readers and contributors for their ongoing support over the past 12 months and wish you all a safe and happy holiday season!

Happy reading!

Claire Hibbit Managing Editor

FOR MORE INDUSTRY NEWS FOLLOW US ON

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What’s on 2022

Wed 15NZ - Thu 16 September 2021 Clean Newmarket Room, Ellerslie Racecourse, Auckland, New Zealand

1-2 March 2022

Clean NZ is New Zealand’s only dedicated trade event for the cleaning industry. www.cleannzexpo.co.nz

23-24 MARCH 2021 SYDNEY

ISSA Cleaning & Hygiene Expo 16-17 March 2022

The cleaning industry’s premier event will take place at ICC Sydney. www.issacleaninghygieneexpo.com

ISSA Pavilion at China Clean Expo

MOST CLICKED www.incleanmag.co.nz

29 March - 1 April 2022

Asia’s flagship cleaning industry event will be hosted in Shanghai. www.chinacleanexpo.com

Interclean Amsterdam 10-13 May 2022

Europe’s leading exhibition for the professional cleaning industry. www.intercleanshow.com

ISSA Show Canada 8-9 June 2022

Canada’s leading trade show for facility managers and facility service providers. www.canadashow.issa.com

2023

AFL legend to kick-start education program at 2022 ISSA Cleaning & Hygiene Expo Former Sydney Swans AFL star to headline a stellar list of speakers.

Thank Your Cleaner Day expands into global event

New study investigates risks of bacterial and viral transmission in public bathrooms Public washrooms are flush with germs but there are simple ways to reduce your risk of infections, new study finds.

OfficeMax unveils initiatives as part of 2025 Sustainability Strategy

World first initiative developed in NZ expands into global event.

NXP seeks new CEO NZ’s largest distributor of business supplies to corporate and government agencies seeks new CEO.

OfficeMax invests $1M to tackle e-commerce packaging waste with boxmaking technology alongside other major initiatives.

CMS

19-22 September 2023 Industry conference and trade fair will take place in Berlin. www.cms-berlin.de

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4 INCLEAN NEW ZEALAND November 2021

IN THIS ISSUE NOVEMBER 2021

ISSUE #4

34

30

Regulars

03 Editor’s letter 10 Industry news 16 Cover story 38 Opinion 43 Products

20

Features

06 Chain reaction A combination of excellent products and service, smart supply chain management, and a dedicated team has proven to be a winner for NZ Cleaning Supplies.

20 Consider the cleaning specialist model A simplified approach to workload your labour and meet your goals.

22 Green light for sustainability Why sustainable practices are crucial for the success – global pandemic or not.

26 Clearing the air Indoor air quality is now firmly on the radar for the cleaning industry.

30 Show must go on for hospitality sector How the industry is gearing up for hospitality outlets to begin reopening.

34 Fishing for workers in a depleted pond Questions every business leader should ask before hiring new staff.

22

26 www.incleanmag.co.nz 5

SPONSORED

Chain REACTION A combination of excellent products and service, smart supply-chain management and a dedicated team has proven to be a winner for NZ Cleaning Supplies.

SPONSORED

6 INCLEAN NEW ZEALAND November 2021

T

he stories of cleaning companies struggling to get products and equipment to clients have become the stuff of legend during COVID19. NZ Cleaning Supplies has bucked the trend, though.

The Auckland-based business is well known for delivering world-class and sustainable cleaning and hygiene solutions to the commercial, industrial, food service, education, and healthcare sectors.

Managing Director Ebin Sebastian says such reliability has not changed during the

pandemic, with a clear focus on supply-chain management keeping stock flowing and giving it an edge over rivals.

He adds that NZ Cleaning Supplies has typically held four to six months of reserves of its key lines at a time when many businesses’ stocks have dried up.

“A lot of our competitors rely on just-intime inventory, whereas we do pre-planned inventory,” Sebastian says.

“So, we haven’t had any serious issues with the supply side of our business. We have our monthly meetings and forecast everything

SPONSORED microfibre mops, protective gear and window cleaners, and lots more. On the machinery front, it offers everything from commercial vacuum cleaners to road sweepers.

The business’s Ellerslie warehouse is the largest dedicated cleaning-supplies facility in New Zealand. Complementing that asset has been an emphasis on innovation and great relationships with partners.

In the floorcare space alone, NZ Cleaning Supplies has an impressive suite of machinery to offer, including from: • Ghibli & Wirbel, an Italian producer of scrubbers and dryers • Minuteman, an American manufacturer of industrial floorcare machines • TSM, an Italian producer of outdoor sweepers • Dulevo International, an Italian manufacturer of sweepers for commercial, industrial and urban cleaning sites.

accordingly, and we have reserve stock all the time just in case of an emergency.”

Launched in 1954, NZ Cleaning Supplies, owned by NZ Group, also prides itself on listening to its clients and solving their problems.

With that in mind, Sebastian says understanding products in detail and knowing what to recommend to clients has never been more important given the complexities of cleaning during the pandemic.

“As a specialist business who does this every day, we know what we sell.”

The formula is clearly working well, with the business continuing to perform strongly despite COVID-19.

SMART SOLUTIONS NZ Cleaning Supplies provides janitorial products and equipment and chemicals for the cleaning industry. Its vast range of products covers the spectrum from wipes, dispensers and chemicals through to

“

Managing Director Ebin Sebastian says such reliability has not changed during the pandemic, with a clear focus on supply-chain management keeping stock flowing and giving it an edge over rivals.

”

For cleaning product supplies, it has strong ties with TTS Italy.

According to Sebastian, stringent COVID19-related hygiene requirements have fasttracked the switch from mop-and-bucket cleaning to the use of smart machines in sites such as supermarkets.

“During Level 3 and Level 4 lockdowns in New Zealand, supermarkets have often been the only shops open and their foot traffic has been really high. So, with regard to stocking shelves, they really need less downtime and fewer interruptions. Rather than doing everything manually, they are turning to machines that we supply and which can reduce their downtime from three or four hours to about 30 or 40 minutes.”

Having the capacity to service machinery internally also sets apart NZ Cleaning Supplies from many of its rivals.

Sebastian says having a chemical manufacturing plant on New Zealand soil has been another point of difference for NZ Cleaning Supplies during the pandemic given the demand for high-quality chemicals. In addition to domestic chemical sales, it also has distribution rights for Multi-Clean, a leading American manufacturer of cleaners, disinfectants and degreasers.

PEOPLE POWER Great products notwithstanding, NZ Cleaning Supplies takes the view that its people are its greatest asset.

Engaged and committed, the nationwide team of about 70-plus employees across the group is driven by the business’s goal of improving the quality of its clients’ hygiene and safety outcomes. www.incleanmag.co.nz 7

SPONSORED

“

Our technicians are fully qualified, and they are trained to work on diesel engines through to full electric machines. It’s a huge investment on our part but having an authorised dealer providing servicing is a real way of adding value for our clients.

”

8 INCLEAN NEW ZEALAND November 2021

“We’re conscious of training our people in the latest industry innovations and helping them develop their skills,” Sebastian says.

Encouraging a positive work-life balance and providing excellent working conditions is also part of the people culture.

Having great people has made it easier to provide great client service. Sebastian says NZ Cleaning Supplies has a clear commitment to after-sales service, which has been especially crucial to the success of equipment and machinery sales.

“We’re not just selling and running away,” he says.

“Our technicians are fully qualified, and they are trained to work on diesel engines through to full electric machines. It’s a huge investment on our part but having an authorised dealer providing servicing is a real way of adding value for our clients.”

NZ Cleaning Supplies has its own transport arm, too, allowing it to deliver products quickly and safely.

GOING FOR GROWTH As New Zealand moves on from lockdowns and starts to open up again, Sebastian is confident NZ Cleaning Supplies is well placed

to keep growing through new initiatives such as leasing deals for equipment to give clients extra flexibility.

To facilitate expansion, it has brought experienced cleaning industry executive Leizel Macleod on as its new National Sales Manager, while the highly respected Andreas Schulz moves into the role of General Manager of Sales. What will not change is a business culture whereby all area managers are encouraged to be proactive with their clients.

“We make sure they keep up really good contact with their existing base of clients,” Sebastian says. “So, they talk to them often, rather than clients having to reach out to us.”

Further reason for confidence at NZ Cleaning Supplies stems from its 2020 launch of the subsidiary, NZ Healthcare Supplies, which is housed in the Ellerslie site and specialises in medical supplies to the healthcare and aged-care industries. The advent of COVID-19 has contributed to strong results for that division.

“That’s performing really well, and it has really gone hand in hand with the strong cleaning supplies side of the business during COVID-19,” Sebastian says. ■

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INDUSTRY NEWS

Thank Your Cleaner Day expands into global event A world first initiative, known as Thank Your Cleaner Day, has now become a global event, with New Zealand Prime Minister Jacinda Ardern also sharing in the celebrations.

The initiative first created in New Zealand by the Building Service Contractors Association of New Zealand (BSCNZ) in 2015 is now recognised globally in more than 30 countries.

October 20 is Thank Your Cleaner Day – where cleaners are championed for the special role they play in keeping our workplaces clean, safe and hygienic.

Kere McBratney, Kärcher NZ managing director, said the initiative was designed to acknowledge the hard-working cleaners throughout New Zealand who often work outside office hours and therefore out of sight.

10 INCLEAN NEW ZEALAND November 2021

He said the cleaning industry has played a crucial role in New Zealand’s fight against COVID-19.

McBratney said having a clean, hygienic and safe place to work has taken on a whole new meaning with the risks that COVID has brought to our shores.

“Cleaners are often on the front line of the pandemic, meticulously sanitising everything from essential workplaces through to MIQ accommodation facilities.

“They have an incredibly tough yet absolutely critical role in maintaining the health and safety of all New Zealanders.

“The late hours they work mean the role is often unseen however today we want the nation to recognise and celebrate the essential support role cleaners play in keeping New Zealand moving.”

Sarah McBride, CEO of the BSCNZ, told INCLEAN NZ Thank Your Cleaner Day is even more important this year as cleaners remain on the frontline during the pandemic.

“Thank Your Cleaner Day was a bit different for everyone this year, but also a timely reminder as to why the day is so important.

“While we weren’t able to hold events like we have in the past, the day is still dedicated to celebrating cleaners and acknowledging the important work that they do and the contribution that they all make to New Zealand and society as a whole.

“While we’re in lockdown [in Auckland] they remain out there on the frontline keeping us healthy and safe and that deserves to be recognised.”

INDUSTRY NEWS

Motorscrubber launches Australian subsidiary Motorscrubber United Kingdom has added another country to its growing list of international subsidiaries launching Motorscrubber Australia.

Motorscrubber UK has appointed Lucas Paris as managing director in charge of growing the brand and product suite locally with plans to supply the APAC region soon.

Select Motorscrubber products have been available in Australia for many years, most recently through and exclusive relationship with E.D Oates PTY LTD.

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Motorscrubber Australia will be based in Melbourne Victoria, having a fully stocked 3PL warehouse with all products, spares, and accessories.

Motorscrubber Australia will launch the full suite of globally available Motorscrubber products including – JET3, STORM, BLADE, PROWASH, and FORCE. Along with the full range of products Motorscrubber Australia will be supporting dealers with localised marketing, print and instore activity to build a strong network of brand

and product ambassadors in all parts of Australia.

Motorscrubber products are manufactured in the United Kingdom. The initial focus for the local subsidiary will be to ensure its current distribution partners are supported as much as possible giving them access to quick supply of products, spares, and accessories.

It will then move to working with those key partners to increase product penetration in its core target markets of facility services, hospitality, health, and education.

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INDUSTRY NEWS

Fresh Desk upskills cleaning team with Careerforce Workers in the cleaning industry often speak about being invisible and being the lowest of the low. They are often undervalued, seen as unqualified, and are traditionally poorly paid.

Wellington and Auckland based professional cleaning business, Fresh Desk, has a social purpose and is helping to change all this.

According to Nicole Oxenbridge, Fresh Desk operations manager, the company’s ethos is based on dignity and respect.

“We want to make cleaning a valued and respected profession by paying staff a living wage, giving them wraparound support, and seeking out opportunities for learning and development,” said Oxenbridge.

“Cleaning is hard physical work and requires experience, meticulous attention to detail as well as knowing the correct way to do things to achieve high-quality results. Unfortunately, the value of this service is still typically overlooked.”

Fresh Desk is currently the only fully accredited living wage cleaning company in New Zealand and has been paying the living wage to its cleaners since it was established in 2014.

When it comes to learning and development, Fresh Desk has partnered with industry training organisation Careerforce.

With the support of Careerforce, Fresh Desk helps its staff members gain NZQA qualifications for professional development.

It also helps to improve language skills for those who have English as a second language.

12 INCLEAN NEW ZEALAND November 2021

“When someone new joins the organisation, we put them through the New Zealand Certificate in Cleaning Level 2 qualification, and if they want to progress, we then put them through Level 3,” said Oxenbridge.

“The pandemic has highlighted the essential role that cleaners play in our society. Hygiene and cleanliness have been brought to the forefront, and it’s been especially important with COVID-19, that staff know how to correctly do a deep clean, that they are meeting the right hygiene standards and practices and that staff know what chemicals to use, and the correct use of PPE. “If staff have the initiative, and they show the willingness, then career progression is available. If a person can show that they can do the work, then they can progress forward with the company. One of our staff members has a disability. They completed a cleaning qualification and are now in a supervisory role responsible for rostering, quality audits and the like and jumps in to help out with cleaning when we are short staffed.”

According to Oxenbridge, cleaners who don’t have any tertiary qualifications often feel excited to enroll in the Level 2 qualification, especially because it’s a nationally recognised NZQA approved.

“We’re a values-driven team and we’ve found that by doing the right thing by our team, they do the right thing by our customers.”

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INDUSTRY NEWS

Tennant Company launches first robotic floor scrubber for large spaces Tennant Company is launching its newest and largest autonomous floor cleaning machine, the T16AMR Robotic Floor Scrubber.

This industrial-grade autonomous scrubber is ideal for larger facilities. Featuring a wider scrub path and higher tank capacity, it allows for consistent, efficient cleaning while reducing total cost of ownership.

This is the third AMR in Tennant’s line-up and the industry’s first AMR built on an industrial scrubber platform. The T16AMR robotic cleaning machine is the latest in Tennant’s AMR line.

“Tennant Company appreciates the additional pressures our customers have in ensuring consistent cleaning with fewer resources,” said David Strohsack, vice president of marketing, Tennant Company.

“This is particularly problematic for those with large facilities.

That’s why we’ve introduced the T16AMR, our largest autonomous machine to date. It will help customers increase their cleaning efficiency and maximize employee resources.’

The T16AMR also reduces the total cost of ownership with an industrial-strength platform and design, cleaning varying floor surfaces thoroughly in a single pass with the ability to run multiple routes, back-to-back, without assistance. Its twin cylindrical brushes easily clean and pick up small debris to prevent streaking and to reduce the need for pre-sweeping.

Additionally, the T16AMR reduces or eliminates chemical usage with eco-H2O NanoClean technology that allows for detergentfree cleaning. Onboard cameras, sensors and alarms help maintain the safety of employees working around the machine.

Unique to the Tennant AMRs, longer-range LIDAR accommodates larger, open spaces; and onboard diagnostics make maintenance troubleshooting a breeze.

“We’ve made the T16AMR easy to use and maintain. With its intuitive controls, touch screens and onboard learning center, the T16AMR is simple to train,” said Bill Ruhr, senior product manager, Tennant Company.

“After that, all the labour you’ll need to clean your floor is enough time to press the start button. Just show the machine where you want to clean and let the robot do the cleaning for you.”

Tennant launched its first autonomous solution in 2018, with the introduction of the T7AMR Scrubber. In 2020, it followed with the T380AMR. The T16AMR, T380AMR and original T7AMR are all powered by BrainOS, an advanced artificial intelligence and robotic technology platform, from Tennant partner Brain Corp.

“We’re excited to see Tennant bring its third BrainOS-powered AMR to market. Together, we continue to push the boundaries of robotic cleaning innovation by combining best-in-class software technology with proven, world-class equipment,” said Dr. Eugene Izhikevich, CEO at Brain Corp.

“Cleaning robots are clearly becoming the new commercial standard. With the new T16AMR, Tennant now offers autonomous solutions that can accommodate a diverse range of spaces, from large industrial settings to smaller retail footprints.”

i-team ANZ Launches first i-partner live broadcast Coming from the i-team global headquarters in Eindhoven, Netherlands and the i-team ANZ head office in Perth, i-team ANZ launched its first i-partner live broadcast.

14 INCLEAN NEW ZEALAND November 2021

This initiative brought together i-partners throughout New Zealand and Australia for some fun, learning, and inspiration.

Hosting the broadcast was Ben Van de Scheur, managing director; with table guests including Anna Huang, project manager; Ryan McClymonds, technical director; as well as i-team ANZ directors Steve Bagshaw and Tim Pugh.

The broadcast kicked-off with a virtual tour of the i-team inspiration center in Eindhoven. The i-partners were also introduced to the latest i-mop upgrades as well as the i-air, a patented high-capacity portable air purification system.

“It was great to have Filta, our NZ partner, tuning in for the broadcast,” said i-team ANZ. “Filta looks to trends across several markets for exciting new opportunities and have a great understanding of the cleaning industry needs throughout NZ.”

INDUSTRY NEWS

NXP seeks new CEO NXP, New Zealand’s largest distributor of business supplies to corporate and government agencies – including Ministry of Health, NZ Police and Department of Defence – is searching for a new CEO. Joe Taylor, NXP’s incumbent CEO, will transition from his current role at the end of the year, and will take up a governance position on the company’s board.

His departure follows a transformative tenure which saw the company reach record revenues in the last fiscal year.

Taylor first joined NXP in 2018, after the company was sold by Platinum Equity LLC, a private US equity firm, following a Commerce Commission ruling designed to maintain competition in the B2B supplies market.

The company was then purchased by New Zealand investors led by majority shareholder, Tom Sturgess and is now part of the Tiri Group – a diverse set of engineering and distribution businesses.

Following a period of rapid growth which saw staff numbers grow from 80 to 200, NXP

now ships more than two million packages per year to 50,000 organisations around New Zealand.

Around two thirds of the company’s revenue is generated from kitchen and facilities management supplies.

In the past 18 months, NXP has also acquired three other local firms under Taylor, including the country’s largest mid-market cleaning and janitorial supplies firm, The Service Company Taylor said like most other businesses, while there was an elevated level of apprehension as the country went into the first lockdown, they were able to leverage their global channels to secure shipments of PPE at a critical time for health care, aged care and government.

He said the pandemic has seen a period of rapid change in supply chains around the world and he is immensely proud of the support provided by his team to navigate this.

“At a time where B2B companies were facing significant challenges, the team at

NXP have worked incredibly hard to meet the needs of customers – even when it meant following me into the unknown sometimes, for this I am extremely appreciative,” he says.

Taylor said the company will focus on growing its New Zealand made and sustainable product ranges which now makes up 35 per cent of revenue through its B2B e-commerce channel.

“The next phase of NXP’s development will see us continue to focus on growing demand in the corporate sector for environmentally friendly and locally made products,” he says.

A search for Taylor’s replacement is underway with the NXP board to announce a successor in due course.

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Hand hygiene facts you should know about Petri dishes exposed to 30 seconds under an air dryer had up to 254 times more bacterial colonies than dishes not directly exposed.5

By using friction to dislodge viruses and bacteria, paper towels leave hands cleaner than air dryers.3

In locations where health and safety are most essential—like hospitals and clinics—doctors recommend using single-use paper towels instead of air dryers.3

Single-use hand towels disperse the fewest microbes of all hand drying methods, while jet air dryers disperse the greatest amount.1

The World Health Organization’s global guidelines on hand washing recommend single-use paper towels over other hand drying methods.4

Even if an air dryer contains a HEPA filter, the airflow causes microbes on hands and bathroom surfaces to be dispersed and recirculated, pushing the highest concentrations a distance of 2 to 4 feet.2

We’re here to help you with smart hygiene solutions *Sources: 1 Best, E. L. and Redway, K. “Comparison of different hand-drying methods: the potential for airborne microbe dispersal and contamination.” 2015, Journal of Hospital Infection.

2 Kimmitt, P.T. and Redway, K.F. “Evaluation of the potential for virus dispersal during hand drying: a comparison of three methods.” 2016, Journal of Applied Microbiology.

3 Huang C., Ma W., Stack S. “The Hygienic Efficacy of Different Hand-Drying Methods: A Review of the Evidence.”

2012, Mayo Clinic Proceedings.

4 WHO Guidelines on Hand Hygiene in Health Care. Published by the World Health Organization.

5 Huesca-Espitia, L.., Aslanzadeh, J., Feinn, R., Joseph, G., Murray, T., Setlow, P. “Deposition of Bacteria and Bacterial Spores by Bathroom Hot-Air Hand Dryers.” 2018, Applied and Environmental Microbiology.

Don’t Blow It! By now, we all know that proper handwashing is critical to reducing the spread of germs. But as research proves, so is hand drying. The science is clear— after washing your hands, single-use paper towels are a very effective way to remove lingering viruses and bacteria, and prevent the spread of germs.*

Paper Hand Towel usage is often much faster & accessible than electric hand dryers, especially in high traffic washrooms.

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INDUSTRY NEWS

Essity invests in geothermal steam power Essity is investing in enhanced efficiency in the company´s site in Kawerau, New Zealand, including the world’s first tissue machine running a fully geothermal steam drying process.

Together with a reduction in pulp consumption, reduced waste and elimination of the burning of natural gas on the machine, the

improvements will contribute to a reduction of carbon emissions by 23 per cent from the Kawerau site.

The Kawerau site has served New Zealand’s businesses through its Tork products and New Zealand households with brands such as Purex, Sorbent and Handee for more than 65 years. Essity has 326 employees in New Zealand, including more than 200 in Kawerau.

The investment of approximately AU$15 million is partly funded through the Government Investment in Decarbonizing Industry (GIDI) Fund, administered by EECA (Energy Efficiency and Conservation Authority) in New Zealand.

The production of tissue from geothermal steam is part of Essity’s work to use less energy and achieve net zero emissions by 2050.

Magnus Groth, president and CEO, Essity, said the company is setting new industry standards when it comes to sustainable tissue production.

“Investing in the world’s first tissue machine running a fully geothermal steam process is ground-breaking. By reducing our carbon emissions, we can offer our customers and consumers more climate friendly products.”

Hard floor care gets a revival with CrestClean The dying art of hard floor care is being brought back to life by commercial cleaning company CrestClean, whose franchise teams are polishing up on their skills.

The nationwide cleaning company has trained more than 350 hard floor care specialists over the past three years in the correct and safe use of machinery to scrub, buff, trip, polish and seal floor surfaces to perfection.

The CrestClean franchisees were trained and individually assessed under the company’s Master Cleaners Training Institute.

Liezl Foxcroft, who heads the Institute, says hard floor care was once viewed as a trade in its own right, with the skills often passed down through the generations. But, over time, it has become more of an add-on service, with true workmanship in danger of being lost.

“Flooring is one of your most expensive assets, so it makes sense to maintain it properly, so it lasts longer and looks good for many years to come.

“Hard floor care takes special training to know what floor type you are dealing with and then how to operate the machinery to look after it, as well as 18 INCLEAN NEW ZEALAND November 2021

how to use the chemicals to maintain it,” says Foxcroft.

“CrestClean has made a conscious effort to provide this specialist service in-house, rather than outsourcing it like many cleaning companies do. Our franchisees take pride in their roles as business owners and upskilling provides them with a sense of achievement, as not everyone can perform floorcare strip and seals or floorcare buffing.”

The latest hard floor care training session took place in Taranaki, with seven franchisees graduating after the three-day, hands-on course.

“Almost all franchisees in the region are now trained in Hard Floor Care,” says Taranaki regional manager, Naresh Mani.

“All the teams have school customers, with floors that need buffing each term to make them nice and shiny. By having their own machines and being trained to use them, they can carry out that work themselves, and to a high standard.”

Hard floor care trainer Fiza Rahiman says it’s important to ensure people are competent on the machines they are using, to not only get a good result, but to avoid the floor surface being damaged.

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CONTRACTING

Consider the cleaning specialist model Use this simplified approach to workload your labour and meet your goals.

Words Tim Poskin

K

eeping a facility clean and healthy is no small feat. Assigning cleaning work that aligns with the desired outcomes and level of service across all areas of your building can be a daunting task.

With so many assets to be cleaned in a facility, from restrooms to numerous types of flooring to upholstery, it often takes a lot of people to get the job done. The question is, how do you manage the workload?

CREATE A TEAM OF CLEANING SPECIALISTS The age-old workloading question is whether you should assign cleaning staff work as specialists or generalists.

In other words, do you set up your team to perform less tasks over a larger area (specialist), 20 INCLEAN NEW ZEALAND November 2021

or deploy your workers to perform all the cleaning tasks required in a smaller area (generalist)?

Setting up your cleaning team to be cleaning specialists is a simpler and more effective way to assign work. When you workload this way, you get a team that is highly skilled in that particular area – whether it’s vacuuming, floor scrubbing, or restroom cleaning. Think of this comparison: You don’t go to your primary care physician or a general practitioner if you have a heart condition. You see a cardiologist who specialises in dealing with heart-related issues.

Cleaning companies are in the business of creating healthy environments for us to live, work, and play in. Cleaning specialists become experts in areas that can have lifesaving consequences in cleaning for health and infection prevention. Think of specialists as the cardiologists of cleaning.

CONTRACTING BUNDLE YOUR CLEANING TASKS The cleaning specialist model consolidates, or “bundles,” two or more small tasks into a single action group in which the value, size, and performance require a single effort applied to all the tasks.

The goal is to make similar and related tasks more manageable and executable. As a rule, bundled or consolidated tasks are performed with a lower level of complexity than the total of their individual efforts.

An employee assigned to a bundle of cleaning tasks regards this bundle as a single project or goal for accomplishment.

For example, let’s look at fixtures as one task area we can bundle for a restroom cleaning specialist.

In this method, a single cleaning time can be used to calculate the total time it takes to perform all cleaning tasks in a restroom. The cleaning time can be calculated as the number of fixtures to be cleaned, multiplied by the production rate in minutes to be cleaned.

The amount of time it takes to clean a restroom based on the per-fixture method is available in the newly revised Official ISSA Cleaning Times resource in the Specialist Section under restroom cleaning (RCL-7, see chart below).

The cleaning specialist model bundles tasks to provide a simplified cleaning time solution based on industry-accepted and benchmarked production rates.

Although generalist workloading calculates every task a cleaning job requires – specified by area, frequency, and even floor type (i.e., carpet, waxable tile) – specialist workloading utilises

a simple tool to quickly and accurately crunch the numbers. Therefore, numerous complex calculations of every individual cleaning task is unnecessary.

SIMPLIFY FOR FLEXIBILITY AND EFFICIENCY Specialist workloading allows managers the flexibility to revise, reset, and quickly pivot facility cleaning.

Creating route cards that work both for the manager and the cleaning worker can be overwhelming and time consuming. The specialist’s standard list of bundled tasks simplifies the route cards.

Tasks can be listed on one page or two, instead of a 40-page spreadsheet that overwhelms even the most experienced cleaning worker.

Even though using the cleaning specialist approach is the first step toward reducing the complexity of assigning cleaning tasks, getting started may feel overwhelming at times. It did for me. So, take a moment to identify your reasons for seeking simplicity right from the start.

This clarity of intention will keep you going when the complexity of getting to simplicity feels like too much. I prefer simple workloading using cleaning specialists because I want more time for what’s really important, and to experience more ease and less stress.

With tight labour markets, the need to be more efficient within available cleaning hours is a high priority. The cleaning specialist model gives you a valuable and specific picture of the cleaning time needed by task, by area, and of course, by building. ■

“

Specialist workloading allows managers the flexibility to revise, reset, and quickly pivot facility cleaning.

”

RCL-7 TASK

TOOL

UNIT

Empty trash; clean and disinfect fixtures, mirrors, and partitions; replace supplies; dust; sweep; and wet mop floor

Restroom cart, trash liners, consumable supplies, chemical, cleaning cloths, broom, duster, dustpan, mop and bucket, and squeegee and applicator

Per fixture

MINUTES 3.00

Source: Official ISSA Cleaning Times

www.incleanmag.co.nz 21

SUSTAINABILITY

Green light for

sustainability

Sustainable practices around people, products, and procurement are crucial for the success of many cleaning and facility management companies in New Zealand – global pandemic or not.

Words Cameron Cooper

W

ith the emphasis on doing deep-cleans and wiping out viruses during the pandemic, some sceptics may have expected environmental issues to fall off the radar for cleaning service companies and suppliers.

Not Sarel Bloem, executive general manager of PPCS, a leading professional provider of facility and cleaning services throughout New Zealand.

He is spearheading the business’s long-term sustainability drive and believes high-quality, green cleaning products are viable in any market at any time.

“I don’t agree that we have to move away from sustainable products because of COVID-19,” he says.

“There’s a lot of sustainable products that do kill the coronavirus and other viruses.”

The business prides itself on using environmentally friendly cleaning chemicals and agents; minimising the use of power, water and chemicals; and cutting carbon emissions through means such as using fuel-efficient vehicles.

22 INCLEAN NEW ZEALAND November 2021

“We could use the pandemic as an excuse to go back to the bleaches of the world that kill anything and everything, including the environment, but we’ve made sure that we don’t do that,” Bloem says.

KEEPING THE FAITH While OCS has had to reconsider the use of some chemicals during COVID-19, the business’s managing director Australia & New Zealand, Gareth Marriott, says if anything his team has upped the ante on its strong environmental and social pledges.

“As an industry, and certainly it is the case with ourselves, we’re even more committed to our sustainability goals,” says Marriott, who oversees 25 New Zealand branches and operations in Australia that handle facility management services and commercial cleaning.

“We’ve seen massive reductions in our carbon emissions during the pandemic due to lower travel movements. This has made many industries, not just cleaning, realise the possibilities of reducing travel and embracing

“

We want to see our business thriving and supporting future generations and the only way we can do that is to ensure that we are contributing towards a more sustainable future.

”

SUSTAINABILITY

other technologies to engage our teams, our customers, and our suppliers. We’re all keenly focused on climate change and carbon reduction and we’re all much more aware of the impact we have on the world around us and how imbalances in nature can affect us.”

Earlier this year, OCS achieved Toitū ‘carbonzero’ certification for its Australian and New Zealand businesses and the wider global business has set its sights on achieving net-zero carbon emissions by 2040.

Nevertheless, Marriott admits that there have been some setbacks, too, with the pandemic necessitating reverting to chemicals with proven efficacy against the coronavirus.

“In many cases, the use of environmentally friendly chemical applications has ceased altogether in line with recommendations from the World Health Organisation,” he says.

“Once we can, we’ll continue to work with our chemical suppliers and health experts to provide our customers with alternative, safe solutions that are also kinder on our planet.”

In the meantime, one of the focal points of the business’s sustainability efforts is employee welfare.

Marriott says the pandemic has made OCS more acutely aware of the holistic wellness of its team members, “ensuring they feel safe and protected, as well as actually being protected”.

“Rolling lockdowns, particularly in our Australian and Auckland businesses, have had impacts on people’s mental health, so support around wellness has stepped up.”

OCS is also exploring ways with suppliers and stakeholders to better manage PPE waste given the steep increase in demand for gear such as disposable masks, coveralls, and overshoes during COVID-19.

At commercial cleaning equipment leader i-team, sustainability also remains front of mind.

“From what we see and hear talking to larger institutions, sustainability is not going away,” says Steve Bagshaw, i-team’s Regional Ambassador for Australia and New Zealand.

“If anything there’s an increasing drive and awareness to look at solutions that are effective, yet which improve outcomes from an environmental and sustainability perspective.”

For some years, i-team has been an ambassador for the Made Blue program, which invests in projects in developing countries to

provide clean water for those who do not have access to it.

Under the initiative, cleaning companies and other enterprises can convert the water usage or water savings of their operations into an equal amount of clean drinking water that is made available in water-deprived communities.

Bagshaw says the water savings created by i-team’s signature product, the i-mop, make it a valuable contributor to Made Blue.

“Made Blue is an absolute winner for i-team,” he says. “Because of the fact that there’s no action required by the end user it sometimes can be forgotten about, but it’s a fantastic story and every time we raise the program in a conversation with clients there’s a lot of excitement.”

MAKING A DIFFERENCE PPCS is managing an extensive range of innovative programs in the sustainability space. It is Telarc ISO 14001:2015 accredited, which means it has deployed an environment management system that makes the business aware of any impacts its cleaning has on the environment and how it can mitigate those effects.

The four key pillars of the business’s sustainability strategy are ‘people’, ‘environment’, ‘procurement’ and ‘community’. The key, according to Bloem, is having the ability to repeat sustainable practices over and over again.

“At the end of the day it doesn’t matter what that is – whether it’s your people or procurement or anything else, the practices that we have must be able to continue indefinitely.”

With procurement, that has meant favouring New Zealand-manufactured products if possible, rather than relying on cheap imports from overseas that could be subject to supplychain bottlenecks.

“We’d rather have a New Zealand-owned company that manufactures here,” Bloem says.

“And we always try to find partners who have that same sustainability outlook.”

Practicing what it preaches, PPCS has recently decided to consolidate all its paper supplies with domestic workplace hygiene supplier Tork, which sells products such as wipes and cloths, toilet paper, hand towels and napkins.

“Yes, their pricing may be slightly higher than some others, but their paper all comes from sustainable forests,” Bloem explains.

Other actions are also making a difference.

Earlier this year, PPCS introduced a solarpowered smart-waste compactor bin, The Big Belly Bin, into New Zealand’s largest shopping centre, Sylvia Park, and more recently at various parks and reserves for Auckland Council in the west.

“

There’s an increasing drive and awareness to look at solutions that are effective, yet which improve outcomes from an environmental and sustainability perspective.

”

www.incleanmag.co.nz 23

SUSTAINABILITY

“

At PPCS, one of its sustainable initiatives has been the use of electric or hybrid vehicles. It has one electric rubbish truck in its fleet and 17 other electric vehicles, as well as more than 20 hybrid vehicles that are used for longer trips.

”

24 INCLEAN NEW ZEALAND November 2021

“Not only does it look pretty and improve customer interaction, but the bin also reduces collections by up to about 80 per cent which requires fewer truck rolls,” says Crystal du Preez, marketing and sales coordinator at PPCS. The efficient bin cuts down on the use of liners, too.

Du Preez says PPCS feels it is imperative to not only have measures in place to minimise the company’s effect on the environment, but to monitor and improve on those initiatives.

“We have, therefore, undergone the Toitu Carbon Assessment for financial year 2020, which allows us to measure our carbon emissions under the international standard for carbon footprints and according to ISO 14064-1.

The assessment includes vehicles, business travel, fuel and electricity, paper and waste.”

IMPROVING ENVIRONMENTAL OUTCOMES A new, green distribution centre in the Netherlands is evidence of i-team’s global commitment to sustainability. All water used on the site is captured and recycled, while it is also a fully solar-powered site.

Closer to home, Bagshaw notes that i-team insists on five fundamentals when releasing any cleaning products – they must be faster, cleaner, greener, safer and better. The i-mop fits clearly into those must-haves, including delivering a safer and better product for users when they are cleaning.

“That really started with the i-mop when we talked about liberating the cleaner from the mop and bucket and the connotations and the actual physically hard work that goes with the job. We give them a machine that’s fun to use and turns a difficult, challenging and often boring task into one that’s enjoyable.”

A more interesting and safer job becomes a more sustainable one.

At PPCS, one of its sustainable initiatives has been the use of electric or hybrid vehicles. It has one electric rubbish truck in its fleet and 17 other electric vehicles, as well as more than 20 hybrid vehicles that are used for longer trips.

“The promise that we make is that every vehicle we buy should be electric, but if that won’t work logistically, we go hybrid and only if that’s not going to work do we look at a standard vehicle,” Bloem says.

A strong second-hand imported vehicle market from Japan usually provides the opportunity to pick up cost-effective electric vehicles with low mileage. However, current shipping delays are making access to such vehicles more difficult for now.

PEOPLE POWER In line with its sustainability goals, PPCS knows it makes business sense to look after its employees.

“We want to have the best people working for us, so we’ll continue looking after them in a sustainable way,” Bloem says.

Simple but significant gestures can make a difference, including giving all staff a half a day off to go and get vaccinated against COVID-19.

“Cleaning wages aren’t always necessarily the highest, so if people have to take a half day off to get the jab that could cost them the chance to put dinner on the table.”

Also on the people front, du Preez notes that PPCS is a signatory to a MECA deal to provide workers with wage protections, ensuring its staff earn more than the minimum wage.

“That’s been great for our staff because the more we pay the better it makes their lives,” she says. “Everyone deserves to live with dignity and earn a fair living.”

In the past year, PPCS has also been pursuing strategies to get more people with a disability into its employee ranks.

With more than 120 years in the cleaning business, OCS is confident that strong sustainability policies, including looking after its people, will allow it to thrive for many more years.

“If we don’t look after our people we don’t have a business,” Marriott says. “They’re our absolute heroes.”

OCS has committed to paying all team members the MECA rate ($20.30 an hour) at a minimum and it is working with clients such as Waikato City Council and Christchurch City Council to pay staff working on their sites the living wage.

In May this year, Marriott was invited on to a Modern Slavery Leadership Advisory Panel convened by the Ministry of Business, Innovation and Employment.

“Our business is a people business,” Marriott says.

“That ethos continues today. We want to see our business thriving and supporting future generations and the only way we can do that is to ensure that we are contributing towards a more sustainable future.”

Although there are challenges, especially during a pandemic, he believes that businesses such as OCS can have a positive impact “for our children and our children’s children”.

“If the past 18 months have taught us anything, it’s that people matter. And we want to make sure we’re providing the right kind of future for everyone.” ■

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SUSTAINABILITY

AIR

Clearing the Once largely ignored or misunderstood, indoor air quality in buildings and facilities is now firmly on the radar for the cleaning industry as a result of the highly transmissible nature of the COVID-19 virus.

Words Cameron Cooper

O

f all the wake-up calls that COVID-19 has sounded for cleaners and facility managers during the pandemic, one is really starting to be heard – the importance of indoor air quality (IAQ).

The World Health Organisation (WHO) has recently formally recognised that COVID-19 is spread mainly through airborne transmission. This acknowledgment has underlined the importance of proper ventilation and filtration of buildings, including the need for high standards of carpet care and heating, ventilation and airconditioning (HVAC) maintenance.

In addition to the COVID-19 threat, another significant factor with IAQ is its impact on workforce productivity. A white paper released

by GJK Facility Services notes that poor IAQ is estimated to cost the Australian economy about $12 billion annually in lost productivity.

The flip side is that considerable research suggests that people are healthier and more productive in environments with good IAQ. Elias Stamas, CEO of GJK Facility Services, says that in the past IAQ may have been undervalued by some building owners because it is “often hard to smell or see the difference between clean air and poorer-quality air”.

“Unless a chemical cleaning product or fragrance has just been used, or there are evident air pollutants, facility users cannot immediately notice the difference,” he says.

“Studies show us, however, that constant exposure to an environment with low indoor air quality can take a toll on workers’ health.”

26 INCLEAN NEW ZEALAND November 2021

Bridget Gardner, director of HPC Solutions, says multiple studies have revealed that improving IAQ can result in worker productivity gains of 4 per cent to 10 per cent.

She says a mistake people often make with regard to IAQ is focusing only on the structure of a building, such as ventilation or the content of materials that are used in its construction. Yet they ignore the impact that cleaning and maintenance can have on IAQ once they move in.

“They don’t realise how critical it is to maintain the building with good cleaning practices,” she says.

Cleaners can play a dual role in improving IAQ, she adds, by efficiently removing dust and mould pollutants from a building, and by not contributing to poor IAQ via cleaning and disinfectant products that emit chemical pollutants.

CARPET HYGIENE ON THE AGENDA When it is of good quality and properly maintained, carpet is an unsung hero in commercial facilities – after all, it is one of the biggest filters inside most buildings.

Kristine Collins, product manager at vacuum cleaner distributor SEBO Australia, says COVID-19 has highlighted for many building owners and operators that their cleaning programs and equipment must be up to standard if they want good IAQ. “Best practice has always been to use the right cleaning equipment to suit the application – that is, an upright vacuum

SUSTAINABILITY cleaner with high-performance filtration and hygienic, disposable filter bags to correctly clean and maintain commercial carpet tiles,” she says.

Collins says it is essential to know the flooring type in a building and to then use the appropriate equipment for that floor.

Discussions with technical staff or vacuum cleaner experts can then inform a carpetmaintenance plan that meets the Australian and New Zealand Standard AS/NZS 3733 for textile floor coverings.

Collins says the aim of carpet cleaning should be to retain the original pile texture and overall appearance of the carpet for as long as possible, as well as ensuring the flooring is hygienic and contributes positively to the indoor environment.

“Carpet tends to trap soiling,” she says.

“This helps to maintain better indoor air quality by holding the soiling at floor level instead of allowing it to circulate throughout the building. When cleaning is conducted regularly and with the correct equipment for the carpet type, it will prolong the life of a carpet and minimise possible health problems.”

The biggest mistake facility managers tend to make with soft floor furnishings, according to Collins, is using a ‘suction only’ vacuum cleaner such as a barrel or backpack.

“An upright vacuum with an electric brush roller is regarded as best by manufacturers for maximum debris removal.”

The second mistake is using re-usable cloth bags, or no bags at all. Disposable bags that reputable suppliers such as SEBO provide add another level of filtration.

How to improve workplace wellbeing through cleaning Get healthy surfaces via: 1. High touchpoint cleaning 2. Chemical minimisation Get healthy air via: 3. Low volatile organic compounds (VOCs) and fragrances 4. Dust and mould control Get healthy hands via: 5. Hand-hygiene resources 6. Cross-contamination prevention.

[Source: GJK Facility Services]

‘SICK’ BUILDINGS AN ISSUE Air-conditioning and ventilation also have a dramatic impact on IAQ. David Jones, a HVAC specialist and director at Airconstruct, has been designing, constructing and maintaining HVAC systems for more than three decades. His aim is to create healthy indoor environments for offices, or entire buildings.

Jones sees the mechanical services companies as the custodians of the air people breathe in buildings. While the are many inputs to the overall IAQ of a building, the HVAC systems play the largest part by far and are the source of mould outbreaks.

He is concerned that there is a “lot of snake oil” in the HVAC market as a result of COVID-19, with some contractors making promises on IAQ that they simply cannot meet.

“There’s been a lot of opportunistic activity from people who think they’ve got a solution,” he says.

Jones also warns building and fSacility owners to be cautious of some of the solutions being offered involving UV disinfection systems for airhandling units, which came to prominence during the swine-flu pandemic just over a decade ago.

“These systems are effective but can be costly to maintain and the UV bulbs have a limited life.

As with all things, you get what you pay for, so if you’re considering UV, it is prudent to do life-cycle cost analysis and make sure it stacks up.”

“

The World Health Organisation (WHO) has recently formally recognised that COVID-19 is spread mainly through airborne transmission.

”

ACTIONS TO IMPROVE INDOOR AIR QUALITY Although no one solution can address IAQ, the consensus is that best-practice cleaning standards – as well as a focus on proper ventilation and air filtration – are vital.

Gardner advises three ways for cleaners to remove and control airborne dust. First, all surfaces should be damp wiped with a folded cloth, rather than using ‘feather’ dusters and dusting wipes that simply move dust and virus particles from one spot to another.

“You shouldn’t be just flicking around the feather duster, but actually using proper damp-dusting techniques that capture all that fine dust,” she says.

Second, insist on using proper HEPA filters in vacuum cleaners, otherwise cleaners risk simply blowing the finest dust particles back into the air.

Third, use disposable liners and dust masks when emptying vacuum dust bags to safeguard the environment and the cleaners themselves.

As someone who has suffered ongoing heath impacts as a result of her days as a cleaner, Gardner is passionate about protecting cleaners from pollutants, bacteria and viruses.

Indoor dust in cities can be quite toxic, with pollutants blown in or “walked in” to buildings on shoes, then stirred up and re-aerosolised during cleaning. When fine dust particles enter the lungs they can harm people’s health. www.incleanmag.co.nz 27

SUSTAINABILITY

“

Of all the wake-up calls that COVID-19 has sounded for cleaners and facility managers during the pandemic, one is really starting to be heard – the importance of indoor air quality (IAQ).

”

“I really believe that cleaners should always wear dust masks while they’re vacuuming and dusting.”

Mould spores can be easily removed with a damp cloth, Gardner says, but regular cleaning to prevent the growth of mould is the key to healthy buildings.

A TEAM EFFORT GJK believes achieving optimal IAQ requires collaboration between building managers, occupants and service providers such as cleaners. This includes educating occupants that the strong smell of scented cleaning chemicals does not equate to cleanliness.

“In addition to ensuring products have low or no VOC emissions, chemical-free cleaning technologies and microfibre should be used wherever practicable to ensure better air quality,” Stamas says.

“Cleaning companies should also use low or no-scented cleaning products with little to no phosphorus content and increase ventilation in washrooms to reduce the use of air fresheners.”

With regard to HVAC systems, Jones agrees that ventilation and filtration is crucial. He suggests increasing ventilation rates across rooms to increase the air-change factor and considering if the use of F5 or F7-grade air filters as pre-filters over existing HVAC filters to provide an added layer of protection that can trap airborne particles containing possible viruses is viable.

“And you need to be able to validate that the fan power can do that without any detriment to the performance of the HVAC system. In essence, someone has to do the numbers and calculate the pressure drop.”

Jones is also an advocate of more comprehensive and widespread HVAC training as part of the fight against viruses such as COVID-

19. To that end, he has created the nation’s only nationally recognised qualification for airconditioning hygiene, the 10829NAT – Certificate II in Air-Conditioning Hygiene.

“The course is designed to bridge the gap between HVAC and the training skillsets of someone who already holds core cleaning skills. It’s ultimately intended to raise the bar for unqualified people who are out there now to enable better-quality IAQ work across the country that is also more affordable,” Jones says.

“As an industry we suffer HVAC trades skills shortages, so it makes sense to tap into the existing pool of cleaning labour and train them up to do some the HVAC cleaning tasks and leave the HVAC technicians to get on with the diagnostic and optimisation pieces.”

At SEBO, Collins concludes that cleaning results can only be as good as the equipment used.

“Ensure you are using the right equipment for the task, that the equipment is properly maintained and that your staff are qualified for the job,” she says.

Gardner believes IAQ will increasingly be on the agenda for facility managers and cleaners in the years to come.

She says the health of buildings – and the employees and cleaners within them – will suffer unless there is an insistence on best-practice maintenance and cleaning. ■ This first appeared in INCLEAN Australia magazine.

For more information on indoor air quality, see GJK’s white paper: 6 Ways to Optimise Cleaning for Wellbeing and Productivity at https://gjkfacilityservices.com.au/cleaner-spacessafer-places

HVAC units crucial for the health of buildings and employees As they seek to provide better indoor air quality, many facility

Over time, the filters of HVAC systems can become dirty, with a

managers are missing an opportunity to protect their properties

build-up of contaminants decreasing the airflow across the filter

and people.

and leading to excess energy consumption.

Michael Kritzler, International Technical Manager – Asia Pacific

Kritzler says towards the end of its working life, a typical filter is

for Aeris, says amid all the talk about the airborne transmission

highly contaminated, which can have consequences for building and

of COVID-19, the importance of properly maintaining heating,

human health. When mould and bacteria break down, they can also

ventilation and air conditioning (HVAC) units is often overlooked.

produce mycotoxins and endotoxins, which are carcinogenic.

“I’m surprised that the hygiene of the actual HVAC units hasn’t been drilled into further,” he says.

While surface cleaning and carpet care is on the radar for many facility managers, Kritzler encourages them to rethink the

“We need to get the message out more clearly that there are

maintenance of HVAC units as they seek to provide cleaner and safer

options that not only give substantially improved indoor air quality,

indoor environments. “It’s strange that more than 10 years ago sick-

but which also reduce the running costs of the assets.”

building syndrome was spoken about extensively, but in many cases

Aeris provides specialised indoor air quality services and supplies a range of AerisGuard air-handling hygiene products – covering air

the issues haven’t been addressed,” Kritzler says.

“I understand that people are hesitant to spend money on this

filters and indoor coils, as well as bioactive surface treatments and air-

issue, but when you weigh that up with a validated energy saving it

conditioning split-system treatments – that target mould and bacteria.

makes sense to take action.”

28 INCLEAN NEW ZEALAND November 2021

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HOSPITALITY

Show must go on

for hospitality sector As New Zealand waits for hospitality outlets to begin reopening permanently, the cleaning sector is gearing up for more enquiries in areas such as indoor air quality and robotic floor scrubbers. In the meantime, though, the emphasis is on the welfare of people in the hospitality and cleaning communities.

Words Cameron Cooper

N

ever has it been more important to look after your customers and employees.

Just ask Jason McMenamin, National Manager – Hospitality & Soft Services for Spotless New Zealand.

Before the pandemic hit early last year, his job entailed overseeing venue management, facilities services and food and beverage delivery for the company, which is part of Downer, the largest integrated service provider in the country.

That work continues, of course, but as a result of unprecedented lockdowns in New Zealand and the impact that COVID-19 has inevitably had on hospitality, his team’s day-to-day duties have been somewhat recalibrated. Client and employee wellbeing is on the table like never before.

“There’s quite a bit of uncertainty because some of our clients are under a lot of pressure themselves with their P&L,” McMenamin says.

“So, as a business we talk a lot about staying in touch with people and making sure they’re okay. We work really hard on 30 INCLEAN NEW ZEALAND November 2021

being as responsive as possible and working with clients to make sure they get what they’re after as quickly as possible. We’ve had a lot of success on that front.”

With regard to ensuring stability for employees during the pandemic, the scale of Spotless has been a clear advantage. The business has been able to keep workers on its books and fully paid during the downturn.

“We’ve been able to say to our people who are working from home, or who are unable to work, that we’re meeting their rostered wages,” McMenamin says.

WORST HIT, BAR NONE There is little doubt that New Zealand’s hospitality industry has borne the brunt of COVID-19 disruptions, as well as having significant flow-on effects in associated areas such as entertainment, cleaning and catering.

As Hospitality New Zealand CEO Julie White recently remarked, the industry has been “the first into and the last out of all COVID” lockdowns.

HOSPITALITY venues, among others, has had an impact across the business, but a broader focus on deep cleans and more frequent cleaning has assisted other areas of work.

“There’s no doubt that catering is feeling it the most,” McMenamin says. “Whereas cleaning is trading reasonably normally for the most part.

If anything, there’s a bit of an upswing because of the reactive cleans additional touch points and the extra number of deep cleans that some clients require.”

AIR QUALITY ON THE AGENDA

“We’ve also been the hardest hit. Credit defaults surged by 11 per cent just before the latest lockdown (starting in August 2021) to the highest value since the start of the pandemic, while business failures doubled in the quarter preceding the lockdown.”

Nick Garrety, New Zealand Regional Manager for Tennant NZ, a leading manufacturer of sweepers, scrubbers and commercial and industrial cleaning equipment, says there is no doubt that “military style” lockdowns in New Zealand this year have had a dramatic impact on the revenue of hospitality venues.

“I really feel sorry for all those cafes and bars and hospitality venues across the board,” he says.

Although COVID-19-related shutdowns have led to reduced demand for Tennant’s smaller floor scrubbers as site owners put off cleaning work or do it themselves, Garrety says the business’s strength in the industrial sector has held it in good stead.

This is where scale has helped Tennant redeploy staff and equipment as required. “But it’s really been hurting those smaller cleaning businesses that rely on cleaning, say, eight cafes a night or six bars a night. They just haven’t been needed.”

Spotless’s operations cover the gamut from aged care, healthcare, commercial business, education and government through to aviation, property, corrections and defence. Within hospitality, the frequent closures due to COVID-19 of catering, entertainment and sports

One big issue for facility managers and cleaning companies as venues reopen will be ensuring that indoor air quality (IAQ) is up to par given the airborne transmission of COVID-19.

Steve Bagshaw, Regional Ambassador for i-team in Australia and New Zealand, says IAQ was simply not a talking point for most clients before the pandemic. “It’s one of those things that you don’t know you need it until you learn about it,” he says.

Now, the story is different. The company’s i-air PRO unit is a high-capacity ‘air healer’ that improves IAQ in spaces of up to abut 500m2.

It filters out solid contaminants, breaks down volatile organic compounds and neutralises harmful microbes to deliver better air quality.

“We’re seeing an increasing number of enquiries for air-purification units,” Bagshaw says.

“As people get back to those commercial hospitality spaces and there’s general public awareness of IAQ and the risk of airborne pathogens and contaminants, interest is on the rise. Any venue that invests in equipment to improve air quality is going to set itself apart.”

Bagshaw is confident there is “light at the end of the tunnel” for hospitality venues such as restaurants, cafes and stadiums if and when life gets back to normal in New Zealand.

“We expect things to bounce back strongly in 2022 and to keep building. There’s a lot of pent-up demand.”

“

As people get back to those commercial hospitality spaces and there’s general public awareness of IAQ and the risk of airborne pathogens and contaminants, interest is on the rise.

”

ROBOTICS A POTENTIAL GAME-CHANGER In the post-pandemic period, Garrety expects an evolution from traditional mop-and-bucket cleaning to autonomous cleaning options.

“When people get back on their feet, they’ll look for mechanical solutions for their premises,” he says.

Tennant has deployed thousands of robotic floor scrubbers globally across three platforms: the T380AMR (a compact robotic floor-cleaning machine for narrow aisles and spaces), the T7AMR (for mid-size spaces) and the new T16AMR (a world first for larger industrial sites).

The company has also acquired the IPC floorcare range, which includes small to www.incleanmag.co.nz 31

HOSPITALITY medium-sized commercial cleaning machines and equipment such as floor sweepers and scrubbers. Garrety expects the IPC range to come into its own for smaller venues, in particular.

“Cleaning a school corridor is very different to cleaning a café or a bar, with all different oils and greases on the floor,” he says.

“

There’s such a shortage of workers, so sites will look outside the spectrum to see what they can do, so I can only see robotics growing.

”

32 INCLEAN NEW ZEALAND November 2021

“That makes it harder for a manual cleaning process, so COVID-19 will probably have a positive impact on sales of robotic scrubbers across larger sites as people try to keep their facilities as clean as possible.”

Even though robotic cleaning machinery is still in its infancy in New Zealand, Garrety thinks a labour shortage as a result of borders being closed to international workers during the past two years will only accentuate the need for a switch to autonomous cleaning solutions.

“There’s such a shortage of workers, so sites will look outside the spectrum to see what they can do, so I can only see robotics growing.”

Ever-improving lithium-ion battery technology also means that Tennant’s T16 AMR scrubber can run for more than 13 hours over a 24-hour period, adding to their efficiency and reliability.

Conversely, a lack of workers in New Zealand has led to a bidding war for labour that has pushed up hourly rates. “But robotic scrubbers will turn up to work every day and they won’t give you any grief.”

Looking into the future, Spotless notes that the industry is working together to deliver greater productivity and efficiency.

Many clients are embracing innovation and technology in hospitality and there is ample evidence that this is delivering improved efficiencies and results in some sectors. “From

our point of view, it’s very dependent on the clients’ appetite,” McMenamin says.

“We are looking forward to seeing more of it and working with our clients to understand what they want.”

SCALE AND AGILITY THE KEY With many stadiums sitting empty, restaurants shutting their doors and tourism and business functions drying up, there is no doubt that some cleaning operations have taken a hit in New Zealand.

However, operating in so many areas of the cleaning market has helped Tennant ride out the worst of the pandemic.

“As hospitality quietens down, the need for reliable cleaning equipment has risen in venues such as airports, hospitals and supermarkets,” Garrety says.

“We are also strong in industrial sites with our scrubbers and sweepers, so we’ve been able to play in different spaces.”

On the back of its trusted products and having lots of scrubber units in the market, he is confident Tennant will fare well in the immediate future.

“We’re in a good space.”

Likewise, McMenamin believes Spotless is well placed. As lockdowns ease, he expects catering work within boarding schools and the retail sector to recover reasonably quickly, which will also drive cleaning work.

“I hope a lot of Christmas activity will come back online quickly, A lot of the Christmas activity will come back online fairly quickly, but recent announcements have put a dampener on some of that.”

Whether the demand for deep cleans and high touchpoint cleaning will continue is not so clear.

“A lot of that has begun to fall away and we’re getting back to business as usual in many cases, but there are a few clients who have continues to keep it up.”

One thing that McMenamin hopes does not change is the increased admiration and respect for cleaners that has emerged as a result of COVID-19.

He notes that even Prime Minister Jacinda Ardern has offered her praise for the job that cleaners have done during COVID-19. “It’s certainly reset how cleaners are viewed and they’re a part of the essential workforce now,” McMenamin says.

Within Spotless, management has made a point of acknowledging the work of cleaners and cleaning teams in monthly company updates.

“They’re frequently mentioned in our CEO’s updates and they have a profile now that they never used to have. Our cleaners are excited about that and enjoy being recognised for their hard work.” ■

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MANAGEMENT

Fishing for workers in a depleted pond Words Chuck Violand

34 INCLEAN NEW ZEALAND November 2021

MANAGEMENT

Hard-hitting questions every business leader should be asking themselves before they place their first employment ad.

I

t’s no secret that the biggest challenge businesses of all sizes and in all industries have faced in recent years is finding and keeping talented workers and has been exacerbated the labour shortage following the pandemic shutdown.

This challenge is not going away anytime soon, but you can tilt the playing field in your favour by taking a slightly different approach to your recruiting and retention efforts.

With record low unemployment causing intense competition for talented people at every level in business, from frontline workers to senior managers, it’s more important than ever to view the recruiting process in a different light.

This is especially true for small businesses that need to compete within the same pool of candidates as wellfunded, multinational companies.

CULTURE COUNTS In 2020, our organisation wrote a comprehensive guide to recruiting and keeping the talent a small business needs to grow and continue to compete.

Our research and experiences working with small businesses found the key to attracting these workers isn’t rooted in bidding up salaries, offering unsustainable perks, or writing cute employment ads.

Instead, attracting workers has to do with creating a company culture that makes people want to go to work and where they can find meaning in their work that goes beyond the tasks they perform.

Admittedly, this can be tough to do in a carpet cleaning or restoration company where many of the company’s employees are essentially ‘remote workers’ rarely gathered inside the business. It always requires hard work on the part of the company’s leadership, but it can be done.

Rather than starting the hiring process by looking at external factors or tangible rewards, we suggest starting the search by looking internally – at both the company and the company’s leadership.

TOUGH QUESTIONS When your goal is to recruit people who are serious about building a career rather than just working for their next pay cheque, you must realise that these top-notch candidates will have dramatically higher expectations of the companies to which they are applying. Just as you ask tough questions

during an interview to make a sound hiring decision, talented candidates also want to be sure they are making the right career decision when hiring into a company.

By candidly considering a few hardball questions before recruiting new hires, you can gain valuable insights into just how attractive your company will be to highly talented candidates.

Ask yourself how well you’d score if you I asked you the following questions during my job interview.

If I had the chance to speak privately with three of your current employees, how would they describe you as a business leader and as a person?

If it were me asking this question, I would want to know how long each of these employees has been with your company. This would give me insights into the company’s culture and into you as a business leader.

If they’ve been with the company for a long time, I would want to know why they have stayed. If they haven’t, I would be asking if they were hired to fill a vacated position, and if so, why the former employee left.

A high turnover rate in service-based businesses is a key performance indicator too many of us accept as a given and do little more than pay lip service to changing.

When we get serious about lengthening our average employment tenure, it will include the difficult task of taking a candid look at the company culture, listening closely to our current employees’ needs, and demonstrating that they are heard and cared for.

On a professional level, how do you manage your people and the business?

Is the company growing? Why or why not? How aggressively are you pursuing new business? How aggressively are you marketing your services? Do you know why your customers buy from you and not from your competitors?

True professionals are looking for professional disciplines and practices. As someone who is looking for growth and opportunity, I would want to hear that all positions and departments in the organisation are given clear performance expectations and that performance is measured against challenging, yet realistic, goals.

I would also want to know that this philosophy is supported in practice through routine feedback, www.incleanmag.co.nz 35

FEATURE

“

In the current job market, highly talented job seekers can afford to be selective about the companies they consider, making it more important than ever for small businesses to correct internal deficiencies before recruiting new hires.

”

reporting, meetings, evaluations, coaching, and support. Don’t just say, “There is the goal; go get it.” Provide the resources, training, and support necessary to be successful.

How do you conduct yourself, and what do you stand for?

I wouldn’t be expecting anyone to be a saint, but would I need to worry about the future of the company because of reckless behaviour?

Behaviour that might cause you to make impaired business decisions. Or behaviour that might show up in the news or in a YouTube video, embarrassing me and the company and possibly threatening our futures.

In the same way that most parents are blind to the shortcomings of their own children, most business owners are blind to their company’s deficiencies and the way others see them. Without an emotional attachment, most people see both children and companies as they really are.

Asking yourself tough questions in an attempt to gain an outsider’s view before someone else asks them can help you build a workplace and a culture where people want to build their careers.

What have you done in the last three months to recognise outstanding performance by one of your people or teams?

All-expenses-paid trips or unsustainable raises aren’t expected, but do you recognise people with a simple “thank you” when they do a good job? Do you ask for their opinions and solicit their input before making business decisions?

High-level candidates have more to offer than just a strong back and great customer service.

Are you a strong enough business leader not to be threatened when one of your employees offers their opinion or actually wants to take ownership of their job?

Are the work issues that keep you up at night now any different from those that kept you up at night a year ago?

When I have a business-related problem that I’m not able to resolve, I’m going to ask you for help. Where are you seeking help from if you’re continuing to struggle with the same problems?

36 INCLEAN NEW ZEALAND November 2021

What areas of professional growth are you, yourself, working on right now?

There’s a short ladder to climb in most small businesses and I’m probably not going to pass you while you’re standing on it. This means my professional growth and income potential is limited by yours.

Since I’m the kind of employee who’s looking to contribute to the company where I work and who wants to grow in my career, I want a business owner who’s doing the same. So, do you invest time and money in your own professional growth or has your thinking and management style calcified into “This is the way we’ve always done things”?

If you won the lottery tomorrow, would you close the business?

If your answer to this question is yes or if you even hesitated when I asked it, then why would I want to risk my future by coming to work at your company? It’s not that I’m worried about you winning the lottery, but that might be an indication that you’ve mentally checked out, you’re burned out, or you’re just not committed for the long haul. None of these are good from a company’s growth perspective because it means the company isn’t getting your full efforts. And if you’re not willing to give the business everything you’ve got, why would I?

FINAL THOUGHTS In the current job market, highly talented job seekers can afford to be selective about the companies they consider, making it more important than ever for small businesses to correct internal deficiencies before recruiting new hires.

Asking tough questions about ourselves and our business can help us identify and address some of these deficiencies and not only attract the best employees but keep them.

Chuck Violand is the founder and principal of Violand Management Associates (VMA), a highly-respected consulting company in the restoration and cleaning industries. Violand is the past president of the RIA. To reach him, visit violand.com. ■

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Why it’s important to check your business insurance after a turbulent year

T

he New Zealand cleaning industry has faced mixed operating conditions since the start of the COVID-19 pandemic.

While phases of Alert Level 3 and 4 quashed demand as businesses closed, New Zealand has also enjoyed long periods of relaxed restrictions, creating a sustained need for cleaning and disinfection services.

With controls easing and vaccinations rates starting to rise, it is expected there will be an increase in the number of industry participants, driving solid industry revenue growth and higher profit margins.

Faced with increased competition after months of navigating COVID-19, many small businesses in the cleaning industry are now in a vastly different position than they were at the start of the pandemic.

So now is a good time to take stock and review your insurance cover, to ensure you have adequate cover for your business.

“Your business may not be the same as it was when you started, and your insurance should keep up with the times,” says Darrin Barclay, NZ Country Manager at BizCover. “Too often businesses wind up without the right cover because the original policy is just renewed 38 INCLEAN NEW ZEALAND November 2021

without the owner checking to see if their cover still meets their business needs.”

Cleaning businesses typically take out Public Liability Insurance and Portable Equipment Insurance to protect their businesses.

THE CASE FOR PUBLIC LIABILITY INSURANCE The $2 billion New Zealand cleaning industry, which employs more than 24,000 people, is forecasted to grow in the coming years1.

“If you operate as a sole trader, you may be personally responsible for all aspects of the business,” says Barclay.

“You could expose yourself to risks that could affect your personal assets if things go wrong.”

Not much is needed to land yourself in trouble.

“All it takes is for you forget to display a ‘wet floor’ sign and someone slips over injuring themselves or you spill a cleaning agent which leaves permanent damage to a bench top – the list could be endless,” says Barclay.

Thankfully, Public Liability insurance is there to provide protection for you and your business in such an event.

When reviewing your insurance, you should check any contractual requirements

OPINION

that you have and ensure your cover meets those requirements.

Typically, you can get cover for your business between $5 million and $20 million, and whilst many of your clients will be happy with cover at the lower end, some larger businesses and shopping centres may require higher levels of cover.

“Keeping a thorough and up to date inventory of your equipment can also help make life easier when it’s time to update your policy,” Barclay says.

While the future looks bright for some, many businesses downsized their operations due to a lack of recurring work throughout the pandemic.

REVIEW YOUR EQUIPMENT COVER

IT’S TIME TO SHOP AROUND FOR A BETTER DEAL

The equipment or tools you use to conduct your business are also an essential part of your success. And you will inevitably need more as your business grows.

Barclay says business owners don’t need to wait for their renewal date to review their cover amount.

“As you update your equipment and its value grows, you can update your cover to help ensure you have sufficient insurance to cover your loss if you need to make a claim.”

You can include cover for your tools of trade with Portable Equipment cover which is included in a business insurance package.

“One important reason to look at your insurance, is to check that the price you are paying is still competitive,” says Barclay.

“We’ve had many customers save on their insurance by switching to BizCover, including a cleaner from Christchurch who saved 18 per cent on her Public Liability Insurance.* “So, if it’s time to review your insurance, visit bizcover.co.nz and start comparing quotes from selected leading New Zealand insurers.

This article was written by Ryan Johnson from BizCover ■

“

One important reason to look at your insurance, is to check that the price you are paying is still competitive.

”

*Savings made January 2021. This information is a general guide only and does not take into account your objectives, financial situation or needs. As with any insurance, cover will be subject to the terms, conditions and exclusions contained in the policy wording. The information contained on this page is general only and should not be relied upon as advice. BizCover Limited is owned by BizCover Pty Ltd (ABN 68 127 707 975) https://www.ibisworld.com/nz/ industry/commercial-cleaningservices/574/ 1

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ww w.crestclean.co.nz Find out more at crestclean.co.nz www.incleanmag.co.nz 39

OPINION

Decision-making through uncertainty

A

ccording to research from McKinseys, only 20 per cent of business owners believe their businesses excel in decision-making1 – and that was before COVID! So, what steps can business owners take to improve their confidence in decision-making while they are operating in an environment of uncertainty?

UNDERSTAND TRADING CONDITIONS Inflation rates can give us a good indication of how the macroeconomic environment is evolving – and what we are seeing across the globe could provide some insight.

Annual inflation rates are beginning to rise significantly across the more developed economies. The US recently hit an annual rate of 5.4 per cent and New Zealand is also experiencing its highest rate of inflation since 2011.

The annual rate as at the end of June 2021 jumped to 3.3 per cent, which more than doubled the annual rate posted in the March 2021 quarter results.

While inflation in Australia has been relatively subdued to date, with the record high levels of stimulus, combined with the record low interest rates and trends we are seeing internationally, speculation is rife about what will come next.

Throw in another COVID outbreak with lockdowns across our two major cities, and that spells ongoing uncertainty for trading conditions across the country.

In times of uncertainty, traditional approaches to decision making can be dangerous. Business owners with a strong bias for action, and a ‘just do it’ approach to management, can inadvertently lead their businesses astray.

On the other hand, business owners that are more risk adverse, and slower to act, can find themselves in a state of decision paralysis.

While both approaches have merit under normal conditions, effective decision making in times of uncertainty needs to be more calculated, informed and timely than usual.

They will generally have a strong understanding of the key drivers within their business, will monitor them closely and will act both quickly and decisively when required.

Obviously, a lot will depend on the industry you are in and the financial strength of your business, which can often dictate your hand.

But having said that, you would still be wise to consider the alternative scenarios and be prepared to act either way.

If you find yourself in a position where things are turned upside down, you should be ready to take the steps required to protect your position.

Conversely, there can also be real opportunities amongst the chaos for some businesses to position themselves for longer-term success.

HOW SHOULD I RESPOND? You should respond by acknowledging the reality of your current circumstances and preparing yourself either way.

As Jim Collins says, sometimes in business we need to confront the brutal facts before they confront us!

Some of the key questions you should be asking yourself include: 1. What are the key drivers of demand within our sector?

2. How are the needs of our clients changing throughout this period?

3. How are we positioned against our competitors and what makes us different?

4. Do we have forecasts on key metrics to provide us with foresight?

5. Have we considered the worst-case scenario?

6. Can we improve operational efficiencies?

7. Are there any opportunities within the uncertainty?

8. Do we need help?

At the end of the day, you want to be ready to make informed decisions if you are forced into action by circumstances outside your control.

The businesses that can answer these questions above will almost certainly be best placed.

1

WHAT SETS THE BETTER PERFORMING BUSINESSES APART? In our experience, the best performing businesses are realistic and acknowledge the conditions they are trading in. They consider the alternative scenarios and then focus on themselves and the things that are in their control.

40 INCLEAN NEW ZEALAND November 2021

www.mckinsey.com/business-functions/organization/our-insights/

decision-making-in-the-age-of-urgency

This article was co-authored by Andrew Ash, director at HLN Mann Judd, and Tom Roberts, director at HLN Mann Judd. They can be contacted at aash@hlbnsw.com.au and troberts@hlbnsw.com.au ■

OPINION

Finding balance from your business

F

inding balance in the current pandemic is more elusive than ever before. Yet it is the biggest challenge that successful business owners face in their lives.

The reality is that as your business grows you have more people that rely on you. Staff, customers, even suppliers. This creates more stress and provides less balance. But it doesn’t have to be that way. Let me explain using a recent case study.

Bob came to me because he had lost the love in his commercial cleaning business.

He worked six days a week, 10 hours (or more) a day. The business was doing well but the long hours and frustration weren’t sustainable.

Bob needed to make a change.

Sound familiar?

As a business owner there are three key groups of people that you must keep happy to be successful: • Staff • Customers • Business partners (including family, shareholders, etc) As your business grows, you start to run out of capacity to manage all three groups.

• Weekly dinner and drinks with staff change to monthly 30 min catch-ups (if you can manage it) • That one-on-one relationship with every customer dwindles to the top 20, or even top 10 • Weekly business partner catchups replaced with monthly management meetings.

You start to feel like you are losing touch, with everyone.

Your time is consumed with the daily firefighting, problem-solving. No time for; strategic vision, casual customer chats, or to focus on the future of your business.

Bob had an issue with two key groups: staff, and business partners (in this case his family).

The staff did not clearly understand Bob’s vision and goals. They were working

hard but their decision-making wasn’t aligned to the business goals.

This had a negative impact on customer service and profitability.

Bob’s family was not happy. His mind was always at work even when he was at home.

This in turn created more work for Bob. He was constantly setting staff straight, apologising to customers, making promises about spending more time with the family... tomorrow...

He was exhausted from the constant firefighting.

We’ve all been there, and it’s hard!

The solution was clear. Bob needed to get everyone on the same page. He needed his staff to make the right decisions so he could focus on the bigger stuff.

We implemented our proven business operating framework. His profit went up by 32 per cent and he wound back to working four eight-hour days a week (from six 10-hour days).

The solution is simple but not easy. Let me explain.

1. Financial stability: In the words of billionaire Glen Stearns, “You can’t build a successful business when you’re worried about where your next meal will come from”. You can’t get a balance until you have your basic finances in order.

You must have good profit and cash flow practices in place. (Read more about this at: www.lucrature.com/content-hub).

2. Emotional stability: Having confidence your staff make the right decisions, even when you’re not there. Adopting a proven business operating framework is your best bet in achieving balance and freedom from your business.

A good framework will focus on four key areas: 1. Vision, strategy, and goals: Create a shared vision. Making the right decisions becomes easy when everyone is on the same page. Staff starts to think like you and work towards your common goal.

2. Standardised processes: Process-driven businesses encourage more creativity and consistent results. Systems free up your time and your brainpower to focus on bigger and better things.

3. Scorecard: Measuring your business from a customer perspective. We use Ultimate Customer Value KPI. It gives you unique insight into your delivery to customer expectations. You can track the results of decisions made from your customer’s point of view.

4. Active management: Active management drives action. This makes sure things get done with and without you. This action is what drives your business to the next level.

After implementing the changes Bob said something to me that I’ll never forget.

“A weight has been lifted, and I can breathe again.” He started to love his business (again) and enjoy freedom in his life.

FIVE TIPS FOR IMPLEMENTING YOUR OPERATING FRAMEWORK:

1. Get selfish: It’s not as easy as it sounds.

This is your business, your goals. Involve others but put your views first.

2. Use a proven framework: You can come up with your own but it will cost time and money. Speed up your success with a proven model.

3. Don’t go it alone: Engage others in the process, staff, customers, business partners.

4. Be prepared to change: This is a learning experience not everything will fall into place the first time. Experiment a little to make sure it works for you.

5. Dedicate time and effort now: I know you’re busy. This is an investment in your future. Your time investment now will pay back 10-fold.

Brad Horan is director of Lucrature. He can be reached bhoran@lucrature.com ■ www.incleanmag.co.nz 41

OPINION

A message from BSCNZ: How to address vaccine hesitancy

T

he government has decided to mandate vaccinations for many New Zealanders. The topic of vaccinations is an emotive one. BSCNZ members are reporting most customers do not want unvaccinated cleaners at their sites. I believe this trend will only increase, adding another layer of complexity to the labour shortages our industry faces.

I have had the privilege of working with the Ministry of Health (MOH) Covid response team. One of the initiatives was an online presentation by several health professionals to discuss the important topic of vaccination hesitancy. As leaders how do we manage and approach this important topic? During this forum there was some insightful advice given which is important to share with the industry.

Some people are slower than others to make decisions, they need time to ponder and think before deciding. Experts are not always the trusted source for people. Someone’s trusted source will be unique to them, a trusted person can have more impact than an ‘expert’. When it comes to this topic many people are more likely to engage and believe people they trust. Every culture has different individuals who they are more likely to trust.

Every individual will have their reasons why they might not want to be vaccinated. For them, these reasons are valid and based upon what they believe to be their truth. It was encouraged during the forum to stay away from “my facts vs your facts” conversations.

Instead, listening to the reasons as to why someone is vaccination hesitant is more powerful. Be sympathetic to the concerns they raise and acknowledge their opinion.

BUILDING TRUST Trust is built when an individual feels listened to and respected for their beliefs. A key part of these conversations is to also remain calm. If someone becomes angry and distressed, it will only lead to a communication breakdown.

Every individual will be different, and an individualised approach may be needed. It is also important to use sympathetic language and think about the long-term aspect of your relationship with this person.

When it comes to these conversations don’t feel like you must do all the leg work, you can rely on others. Ask hesitant individuals who they would like to discuss this topic with. We don’t have to have all the answers, we can rely on others.

How information is being received is also extremely important, you cannot assume a person has understood the information.

It’s important that we change the narrative where appropriate.

42 INCLEAN NEW ZEALAND November 2021

There are some that sit on the fence when it comes to this topic. That is why these conversations are important to reach all New Zealanders.

THE EMPLOYERS’ ROLE Employers have a special role to play in the information they are relaying. Who will be the messenger within your business and what is their message? Is it relevant for your employees?

Face to face is always the best way to communicate, however, if you can’t, there was some useful tips to managing this conversation online.

Always encourage individuals to have their cameras on, being able to see body language is very important. Keep the groups relatively small otherwise some people will be shy, unable to share their opinion.

It can also equal to ‘group shaming’ which will have a negative impact on attendees. If people start looking uncomfortable, contact people one on one to see how they are. Give those individuals a different forum which they will feel more comfortable. Always supply written communication, as this is the approach that will work for certain individuals.

Do incentives to be vaccinated work? In the long term no, it sets a culture of expectation. It’s more sustainable to offer emotional support vs incentives to be vaccinated. The best approach is an informed choice. Provide the information they need. Discuss the support you will provide to them. If time is needed off work due to be vaccinated, arrangements will be made to ensure they are not out of pocket due to missing a shift should they have a reaction to the vaccine.

THE POWER OF STORY TELLING A powerful tool that was encouraged during the forum was story telling. If you are vaccinated and want to encourage others to be, tell your story as to why, what it means to you as an individual.

This is a positive approach offering the individual your personal reasons rather than “my facts vs your facts”.

So, in closing, am I vaccinated? Yes. My story is that I have two vulnerable family members, if they were to contract Covid we would lose them. But even if this wasn’t the case, knowing children are vulnerable and do not have the ability to be vaccinated, everyone will know of someone right now who is fighting cancer, these alone are enough reasons for me.

Sarah McBride is CEO of the BSCNZ www.bsc.org.nz ■

PRODUCTS

Powerful backpack vacuum cleaners from Pullman

TOOL PRO WDA 40 H AS The TOOL PRO WDA 40 H AS is a powerful wet and dry vacuum cleaner approved for H class dust. It is specifically designed to work in high-risk environments characterised by the presence of moulds, pathogens, and carcinogenic powders (such as asbestos, cobalt, nickel, lead).

Compact and manageable, it is ideal for use in industrial environments, craftsmen, and construction sites. The NONSTOPVAC! System ensures constant vacuuming and significantly reduces downtime. With maximum filtration efficiency (99.995 per cent), it is equipped with power outlet for electric tool (max power 2400 W) and COMBI Kit for connecting pneumatic accessories that ensures an operating pressure of up to 10 bar.

Pullman’s backpack vacuums are designed to create a convenient commercial cleaning regime without compromising on performance. The corded Commander PV900 and cordless Advance PL950 feature a world-first comfort system harness with three height settings for maximum user comfort, HEPA filtration to create a healthier environment, and the ability to transform into a powerful blower. The Advance PL950 features a smooth motion Supa Gulper floor tool for easy pickup, and the Commander PV900 is equipped with patented antivibration and air ventilation systems to increase comfort and provide greater air quality.

Vacspare 0800 822 772 sales@vacspare.co.nz

Dermalux Essentials Dermalux Essentials Hand Soaps effectively remove germs, leaving your hands feeling fresh, clean, and smelling pleasant. The Dermalux Essentials range of hand soaps are developed and made in Australia.

The range includes liquid and foam hand soaps with delicate fragrances of Primrose, Vanilla, and French Vanilla. The Dermalux Essentials French Vanilla and Primrose liquid hand soaps are pH balanced, ultramild hand soaps with a generous lather.

The Dermalux Essentials Vanilla Foam Hand Soap provides good coverage, generous lather with a delicate vanilla fragrance and is recommended for use with bulk foam soap dispensers.

NZ Cleaning Supplies 0800 269 253 orders@cleaningsupplies.net.nz www.cleaningsupplies.net.nz

Whiteley Corporation marketing@whiteley.co.nz 0800 257 352

i-land S The i-land S is the smallest of the i-land family of versatile cleaning trollies. The large wheels and ergonomic handle design on the i-land S make moving your cleaning equipment around difficult areas easy. By consolidating your basic cleaning accessories, onboard water tanks, as well as your i-mop onto the i-land S; you eliminate wasted travel time returning to the cleaner’s storeroom whilst cleaning. The i-land S has room for your microfibre mop for cleaning those smallest areas, as well as a small basket for essential cleaning tools. It also has a slot for your i-mop battery charger – meaning you can charge your batteries wherever you are.

www.i-teamanz.com hello@i-teamanz.com

www.incleanmag.co.nz 43

PRODUCTS

TOOL PRO WDA 40 L/L AS The TOOL PRO WDA 40 L/L AS is a powerful wet and dry vacuum cleaner approved for L class dust. It is specifically designed to work in environments characterized by the presence of simple dust at moderate risk. It is ideal for use in environments such as workshops and artisan laboratories.

The innovative NONSTOPVAC! system, thanks to the automatic cleaning of the main filter through the reverse air flow, ensures a constant vacuuming and significantly reduces the downtime.

Equipped with the power outlet for electric tool (max power 2400 W) and COMBI Kit for connecting pneumatic accessories (optional) that ensures an operating pressure of up to 10 bar. The TOOL PRO WDA 40 L is available in two versions: with antistatic accessories supplied (L AS version) and with non-antistatic accessories (L version).

NZ Cleaning Supplies 0800 269 253 orders@cleaningsupplies.net.nz www.cleaningsupplies.net.nz

Dulevo 850 suction road sweeper The Dulevo 850 suction road sweeper is designed for the heart of the city and environment, combining remarkable sweeping capability with excellent manoeuvrability.

The Dulevo 850 is the ideal solution for city centres and all those areas that are difficult to reach with a traditional sweeper, such as pavements, stations, cycling paths, pedestrian areas, car parks and parks.

The Dulevo 850 is designed to work with ease, with ergonomic and intuitive controls.It combines excellent sweeping capabilities with reduced size and manoeuvrability. It is designed for easy unloading into bins or compactors, thus reducing working times and improving city cleanliness.

The extremely silent engine and special sweeping system minimise environmental impact and render sound emissions practically imperceptible.

NZ Cleaning Supplies 0800 269 253 orders@cleaningsupplies.net.nz www.cleaningsupplies.net.nz

Florogen Range Florogen is a specially formulated, alcoholbased, surface and space deodorant.

Florogen removes unwanted odours and provides a positive method for increasing hygiene in the immediate area of use.

Florogen has a pleasant fragrance and kills 99.9 per cent of bacteria. Florogen is available in 5 litre and 500ml spray bottles.

• Long lasting deodorisation • Hospital strength odour control • Five fragrances available: Strawberry, Frangipani, Original, Citrus, Lavender

Whiteley Corporation marketing@whiteley.co.nz 0800 257 352

44 INCLEAN NEW ZEALAND November 2021

PRODUCTS

Elite Silent Self Contained Carpet Extractor With 50 litres of cleaning capacity, and built-in battery, the Elite Silent from Santoemma cleans up to 750m2 of carpet per hour with zero fuss and hardly a sound! Cordless technology lets you wash, brush, and dry up to 50cm of carpet per strip and because of the forward taction motor, it makes cleaning an ergonomic breeze. Easy to operate and transport, the Elite Silent is exactly that – practically silent – making it perfect for use in hotels, shopping centres, airports, and aged care facilities. Plus, we’ve extended the 12-month warranty to two years, exclusively at Proquip.

Proquip New Zealand

Numatic 244NX Compact Scrubber Dryer Fast, efficient, and super easy to use, Numatic’s latest innovation is a sustainable and cost-effective must for any business! Reducing up to 80 per cent in water use and saving you up to 70 per cent on labour costs, this highly manoeuvrable and powerful machine is lightweight, longlasting, and can be used just about anywhere. Ergonomically ingenious, agile, and robust, it happily ‘parks up’ while you move obstacles or carry on with other tasks. Plus, its easy on the environment, saving over 5000 litres of water per year and comes with either 1 or 2 energy efficient interchangeable Numatic NX300 batteries.

Proquip New Zealand

0800 277 678

0800 277 678

www.proquipnz.co.nz

www.proquipnz.co.nz

Get the industry-leading equipment you need now – start paying for it in 6 months!

Zero payment up front Easy, regular payments Bundle machinery and consumables Interest is tax deductible**

We’ve made it even easier for you to get what you need now, so you can focus on using your cash to grow your business!* *Terms and conditions apply **Contact your accountant or tax advisor

https://w Contact team wwour .proqfriendly uipnz. .nz/term on 0800 277 678coand s/proquip -delaypay / they’ll help get you started

www.whiteley.co.nz www.incleanmag.co.nz 45

PRODUCTS

Numatic 5 litre Battery Backpack Vacuum Do you need a versatile, portable, powerful vacuum cleaner with complete cordless freedom to clean just about anywhere? Numatic’s new battery-powered backpack fits the bill to perfection! The innovative technology includes an advanced, certified HEPA13 filtration, making this vacuum one of the healthiest, hypoallergenic machines in the industry. Engineered for power and ergonomic comfort, the RSB150NXH delivers next level cleaning while being easy on the body and comfortable to use. Equipped with the new NX300 36V Battery Technology you’ll get up to 80mins of cordless cleaning freedom and optimal productivity with powerful and professional carpet cleaning results.

Proquip New Zealand 0800 277 678 www.proquipnz.co.nz

Tuffy Tuffy XL wipes have made the change to plastic free. As part of our journey to help make New Zealand cleaner and greener we have ditched the plastic from our wipes and replaced it with 100 per cent plant-based viscose. Tuffy XL 20x30cm sheets are up to 50 per cent bigger than standard cleaning wipes*and are the only dedicated kitchen wipe on the market with multiple usage occasions that also extend outside the kitchen. With naturally derived cleansers and olive oil infusion they are gentle on skin, with no need for gloves. The same great wipes are still just as Tuff on grease, now with the benefit of being plastic free.

*More than 50% bigger sheets than most leading supermarket plant-based cleaning wipes. Big 20x30cm sheets vs. most competitor 230×160 (or smaller) sheets.

Cottonsoft 0508 COTTON (268 866) www.cottonsoft.co.nz

TOOL PRO WDA 40 M AS Large capacity, sturdy, and powerful wet and dry vacuum cleaner approved for M class dust. It is designed to work in environments characterised by the presence of medium risk dust such as those arising from hardwoods, stucco, paints, and concrete. The TOOL PRO WDA 40 M AS is ideal for use in industrial environments, craftsmen, and construction sites.

The NONSTOPVAC! system ensures constant vacuuming and significantly reduces downtime, allowing the operator to work without interruptions keeping high suction performance. Equipped with the power outlet for electric tool (max power 2400 W) and COMBI Kit for connecting pneumatic accessories (optional) ensures an operating pressure of up to 10 bar. TOOL PRO WDA 40 M AS is available with antistatic accessories supplied, to protect against any electrostatic charges that may occur during work.

NZ Cleaning Supplies 0800 269 253 orders@cleaningsupplies.net.nz www.cleaningsupplies.net.nz 46 INCLEAN NEW ZEALAND November 2021

Viraclean Viraclean is a hospital-grade disinfectant that is proven to kill a wide range of bacteria and viruses, including coronaviruses such as SARS-CoV-2 (COVID-19), influenza virus, Hepatitis B group virus, VRE, MRSA and more.

Viraclean is available in both a pour-on, and spray-on disinfectant formats. As a liquid disinfectant, Viraclean can quickly and thoroughly cover the surface area to be cleaned.

This ensures optimal disinfection, as a disinfectant liquid must make contact, and stay in contact with the surface for a certain amount of time to effectively kill the bugs. You can use Viraclean on floors, desks, and high-touch areas, such as door handles, railings, workstations, and telephones.

Viraclean is user-friendly, has a pleasant lemon fragrance and it has great materials compatibility.

Whiteley Corporation marketing@whiteley.co.nz 0800 257 352

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