In the fall of 2024, Nashville’s new urban mixed-use community combining Class AA office space, high-end condominiums, a luxury hotel, and retail space, engaged Harvard Maintenance through Jones Lang LaSalle after experiencing persistent service issues with their incumbent janitorial provider. Tenants voiced concerns—cleaning tasks were missed, communication was poor, and accountability was lacking. Despite several attempts to fix the problems, improvements never materialized. Unknown to the client, much of the night cleaning had been subcontracted, which led to inconsistent staffing, a lack of transparency, and ultimately, tenant dissatisfaction.
The Harvard Approach: Listening First, Planning Always
Before the contract was awarded, Harvard Maintenance partnered with the property manager to conduct a detailed walkthrough of the space. This early collaboration laid the foundation for a relationship built on transparency, trust, and proactive problem-solving. Leveraging our proven operational methodologies, we crafted a tailored cleaning program aligned with the building’s stacking plan. By evaluating floor-by-floor utilization and engaging directly with the client and tenants, we developed a staffing model that addressed the building property’s true needs, ensuring coverage for high-traffic zones while accommodating each tenant’s specific requirements.
Customized Staffing & Verified Labor
In evaluating the incumbent team, it became evident that a significant portion of the current staff would likely not meet the standards required to pass Harvard’s employment background screening and vetting process. Harvard’s pricing may not have been as competitive as the struggling incumbent; however, it reflected our commitment to compliance, transparency, and workforce excellence. We recommended introducing a dedicated nighttime supervisor—an enhancement over the previous model, which offered 20 hours of account management per week. Our wages were designed to attract and retain qualified, verified personnel, aligning with our commitment to high standards and client trust.
Transition Planning: From Uncertainty to Confidence
From award to go-live, we executed a comprehensive, transparent transition:
- One-on-One Incumbent Employee Interviews: Before taking over, we met with incumbent staff to determine their fit within Harvard’s model and compliance standards.
- New Hiring Plan: With no retainable staff, our recruiting and HR teams launched a site-specific hiring initiative, carefully selecting candidates suited to the building’s culture and expectations.
- Hands-On Training: New hires underwent a 3-hour orientation, including building-specific training, route assignments, and engagement activities including welcome gifts and stacking plan briefings to drive ownership and preparedness.
- Proactive Onboarding: Employees were brought onsite twice before their official start date to build familiarity, confidence, and readiness.
- Route Engineering: Every employee received customized route cards and cleaning schedules derived from the playbook, ensuring coverage and
accountability at every level.
Knowledge Sharing & Client Engagement
Understanding that tribal knowledge was limited, the client partnered with Harvard to bridge the gap. Suite-by-suite walkthroughs were conducted with tenants, where Harvard teams captured detailed feedback and specific cleaning needs. This tenant intelligence was documented in our building playbook, which now serves as the single source of truth for service delivery, route design, and performance management.
Throughout the transition, weekly client meetings provided a feedback loop and ensured alignment. We worked closely on logistics such as badge access, route specific key bundles, and communication protocols—all while engaging internal stakeholders from recruiting, operations, and business development.
Results: Clean Start. Clear Communication. Confident Partnership.
Harvard’s thoughtful and deliberate transition plan resulted in a fully staffed building with no disruption to daily operations. Tenant concerns were addressed proactively, new employees felt trained and supported from day one, and the client gained a transparent, high-performing cleaning partner.
This successful transition was made possible not only by Harvard’s onboarding model and planning discipline—but also by the client’s strong partnership and active collaboration. Their clear communication, operational readiness, and trust in our process were critical in accelerating results and ensuring continuity from day one. Together, we achieved what matters most: a clean, safe, and confidently managed environment.
Harvard Maintenance delivered exactly what the client had been missing: Extraordinary People. Exceptional Service.