OUR OPERATION

TOOLS We have always positioned our firm to be on the cutting edge of technology. We currently utilize the following: Online Account Management Customized Reporting to Meet Your Needs State of the Art Communications Telephone/Computerized Timekeeping Systems Vehicle GPS Tracking Systems Totally Integrated Operations Management Software IMPROVED PRODUCTIVITY In order to maintain our promise to our Customers Professional Building Services actively searches for the latest products and equipment that allow us to continuously improve our cleaning methods and in turn improving our service to the customer. COST SAVINGS BENEFIT PBS brings added value to our customers, not only through the services we perform, but because of how we perform them. PBS understands that businesses need a safe and healthy working environment for its employees otherwise the customer’s productivity diminishes greatly. That’s why PBS diligently strives to improve our services to our customers. KEY FEATURES Green Products: PBS uses products that are not only safe for the environment, but the end user as well. Our Cleaning products have been Green Certified which is also 99.9% effective towards the most recent H1N1 concern. These products are purchased locally from GreenWood Cleaning Systems and Great Western Supply. Both are quality supply houses that we consider “partners in caring for your facility”. Utilizing the tested equipment manufactured by foremost companies such as Tennant, Pro-Team, Kent, Nilfisk-Advance and Tornado. MSDS, and OSHA Compliance. Training practices: PBS employees receive general job related training as well as specialized safety training as warranted by their assigned duties. In addition our staff’s training includes the health and safety of the people around them, such as building occupants and visitors. Extensive on-the-job training ensures that the staff has been fully trained on their role to maintaining the quality and health of the customer’s facility. Dedicated Customer Service: In order to ensure the best communication between the customer and PBS. PBS has established a Customer Relations Representative which their role is to communicate on a regular basis with the appointed contact person at each account and the PBS Operations Manager. Pre-employment screening including reference checks, background checks, E-Verify and drug testing when requested. Insurance Coverage which includes $5 million Umbrella Liability Coverage, Third Party Fidelity Theft Bonding, Lost Key Coverage, Automobile Liability, Care Custody and Control, and Bonding Capabilities. Financial stability See a letter of reference.

CUSTOMER SERVICE IS KEY!

PBS prides itself on the success it has in retaining its customers for many years and many of those customers are still with us today after 27 years. Being diligent and having a sense of urgency has made us what we are today!

For example; if PBS delivers a quality service, but is perceived as non-caring or as indifferent to the needs of the customer, the overall perception will be one of dissatisfaction. This perception frequently occurs when someone is working late and tells the PBS Cleaner to skip their office. The next morning the secretary is angry because her boss’s office is dirty. It is our Customer Service Representative's job to be able to learn of this problem, communicate the circumstances and insure that this office receives special attention the following night. She should follow-up the next day with a visit to the secretary’s office for a friendly inspection.

For this reason, PBS is organized to quickly change the perception of our service by going to great extremes to communicate information to everyone involved. We have joined the Night Supervisors and the Day Managers together through communication channels on a daily basis. We have honest hard working and dedicated people working late into the night in good weather and bad. We strive to let the person receiving this service know that we truly care about them and strive to please them through our work.

The Customer Relations Representative inspects each building, contacts the appropriate person in each building, checks our periodic work schedules, checks our Daily Log Book, writes work to be performed reports (which may be from a complaint or may be from her inspection) and follows up on recent work orders to insure that they have been completed in a workman like manner. These inspection reports are created into “Work Order Tickets”, which is recorded in our computerized cost monitoring database and electronic copies are internally sent to each member of management. Hard copies are given to the Area Supervisors with the Operations Manager receiving a complete detail statement of the work orders. Area Supervisors are then responsible for completing these Work Orders. Depending on the severity of the Work Order, regular inspections must be returned within two (2) days. If severe the Work Order must be completed that night and returned to the office for the Customer Relations Representative to follow up the next day.

If the work is not satisfactory, and a 2nd request or 2nd complaint must be generated the Operations Manager will become involved and will frequently inspect a 2nd report to monitor our quality control and account reaction. Reports are answered in writing or by using a telephone answering machine. This keeps the Customer Relations Representative informed every morning. The Customer Relations Representative can now respond to the principal in a knowledgeable manner. They can also perform a follow-up inspection to insure that the occupant of the property is satisfied in all respects. If a 3rd request if necessary it is sent to the President of PBS. He is personally responsible for resolving the problem.

Meetings are held daily between the Customer Relations Representative and the Operations Manager. These meetings usually last for an hour and are very detailed. Many jobs must be coordinated between personnel, supervision, warehouse and sales. At these meetings most misunderstandings are resolved. In the case of a 2nd request, we usually find that there was a misunderstanding about what was to be done, where it should be done or when it should be done.

The Customer Relations Representative controls our quality with inspection and communication with everyone involved. The communication is vital. They must be a people person. Through this person’s efforts, communicating with Operations which is then relayed down to the front line worker all the hard work given results in a satisfied customer. This person doesn’t make excuses, but is obvious to everyone that Representative and the PBS staff are making a great effort to provide a clean environment for their use.

The Area Supervisor is the other part of the team. They work at night when others are sleeping. They report to work around 4 PM and start their day with a meeting with the Operations Manager. They discuss present reports and past reports. They discuss upcoming scheduled work and writes instructions for their Lead staff and Building Supervisors. They are responsible for training staff, lead and or site supervisors. They train lead staff to inspect nightly all public area, new areas, new employee areas, all areas written up on reports and 20% percent of all private areas. The Area Supervisor spot inspects buildings nightly and insures that all request and complaints are followed up in a timely manner. For critical matters they leave a report on an answering machine reporting back how the matter was addressed.