Breaking The Rules
excerpts from the cover story
by Dianna Bissworm, Editor,
Contracting Profits

NYC's Harvard Maintenance, Inc. says managing union labor
will never be the same again.

Tackling labor tension with teamwork - Harvard Maintenance, Inc has found the key to conquering long-standing union labor difficulties.

In the world of union contract cleaning, it's the workers that stay in a building while the owner reshuffles the management in search of a firm that can run the cleaning operations to specifications. The main problem with this system? The low morale of the cleaners who now must work even harder to help the management's "flavor-of-the-month" cut the mustard. The solution to this problem: A contract cleaning company that can establish a long-term relationship with its newly acquired workers, opposed to the temporary treatments most companies offer when taking over a new union building. Harvard Maintenance, Inc. relies on its ability to build solid relationships with union labor as its key to success.

Making a good first impression

When Harvard takes over a new account, the management team throws a party for the building's current workers to welcome them to the company, taking the time to speak with each person and ask him or her what would make the job easier.  Then, Harvard® and its staff survey the facility to determine any problem areas that need addressing and any workers who need new equipment or training. If a day porter makes a technical suggestion, most likely that idea could be in place within a week.

"We make a point to meet these new workers because we're not their bosses,". "Our job is to give them the support - equipment, training and proper pay - they need to perform their jobs so a customer is happy."

Also unique is Harvard's quarterly bonus program. The company's Crown Award gives every Harvard® worker in a building $100 for having the cleanest facility, best customer response rates and highest productivity for that financial quarter. Four times a year, Harvard's Staff goes to the winning site and personally offers their gratitude to each employee coming off each shift with a handshake and an envelope of cash.

That handshake can be worth more than the money. "Sometimes cleaners feel low because of the kind of work they do, but when the bosses, who are big shots, care about us, it just makes everyone feel better,"says Saide Ukaj, a union foreperson from the service workers local 32B-32J.

Respect Can Make The Difference

"Take the time to talk to cleaners and give them what they need. The results will blow you away."