Straight Talk – an ISSA Podcast

What does it take to develop effective enzymatic detergents for today's healthcare environments? In this episode, we explore how detergent manufacturers validate cleaning performance, differentiate their products, and support healthcare facilities searching for safer, smarter cleaning solutions.

Winning a contract is only half the battle—executing a smooth transition is where the real pressure begins. In this episode, Randy Burke and Jason Little at DCS Global break down one of the biggest hidden challenges in the cleaning and facility services industry: transition anxiety. 

What happens when a university engineering project turns into a global technology company helping major facility service organizations digitize operations? 

Biohazard incidents can happen anywhere—schools, offices, healthcare facilities, public spaces, transportation hubs, and commercial buildings. When cleaning professionals encounter blood, bodily fluids, infectious materials, or other potentially hazardous contaminants, the stakes climb well beyond routine cleaning. For ISSA members and the global cleaning and facility services industry, knowing how to properly respond to biohazard situations is about safety, risk reduction, worker protection, compliance, and public health.

A great-looking website doesn't always mean great results. In this episode, we explore why so many cleaning company websites fail to convert—and what you can do about it. 

Over 55% of cleaning industry new hires quit within the first 60 days—and many companies are asking the wrong question about why. In today's program, we explore what separates cleaners who stay from those who leave almost immediately. From onboarding breakdowns and poor communication to scheduling instability, training gaps, and workplace culture, this conversation uncovers the hidden reasons behind early employee churn in the cleaning industry.

Most business owners in the cleaning and facility solutions industry are good at what they do. They know how to run a crew, manage a job, and keep clients happy. What they're less comfortable with—and what could be costing them real money—is a deeper kind of client conversation. Not a check-in. Not a quick follow-up call. A strategic business review.

In this episode, we take a closer look at insurance fraud in the restoration industry—from every angle. 

Tim Miller has seen the inside of a lot of restoration companies. After more than 30 years in the cleaning and restoration industry—starting at a mom-and-pop janitorial supply house, moving through specialty chemicals, a decade at Jon-Don, a construction company in New Mexico, and eventually founding Business Development Associates (BDA)—he has developed what he calls a body of knowledge that keeps growing with every client. This is his story.

A new alliance between two well-known industry organizations is opening the door for home inspectors to expand into indoor air quality assessment—and the timing, both groups say, couldn't be better. NORMI (National Organization of Remediators and Microbial Inspectors) and InterNACHI (International Association of Certified Home Inspectors) have formalized a partnership designed to bring together the disciplines of home inspection, indoor air quality science, and healthcare into a unified training and certification pathway.

If your sales team isn't hitting its numbers, the instinct is often to blame the people. But what if the real problem is the system they're operating in?

There's a growing movement in the restoration industry—one that says independent contractors don't need a franchise or a TPA to build a thriving business. Trusted Restorer has been making that case for years, and under its recently refreshed identity, the platform is reaching more contractors than ever with a simple but powerful message: you can scale, compete, and win on your own terms.

If your cleaning business feels harder to run right now, you're not imagining it. Rising costs, labor challenges, and constant uncertainty are putting pressure on every part of the operation. But what if the answer isn't working harder—it's working smarter with better data? In this episode, Steve Ashkin breaks down why sustainability reporting is no longer just a compliance exercise—it's a practical business tool. 

You had a great year. Revenue is up. The phone kept ringing. So when you call a broker and float the idea of selling, you expect excitement on the other end of the line. Here is why that may fall flat.

Growth should feel like progress—but for many businesses, it creates more problems than it solves. In this episode, we take a closer look at the leadership decisions that determine whether growth actually scales or simply adds stress, complexity, and constant fires. 

What does it take to lead—and succeed—at the highest levels of the cleaning industry? In this episode, we sit down with three dynamic women leaders in manufacturing and distribution to explore the real drivers behind their success. 

Are you using ChatGPT for everything? You might be slowing yourself down without even realizing it. In this episode, we break down a smarter way to use AI: matching the right tool to the right job. From writing and research to strategy, numbers, and visuals, we walk through real-world use cases that show where different AI tools shine—and where they fall short.

Why do ethics matter in restoration? Because trust is everything. In this conversation, Saima Hedrick, CEO of the Restoration Industry Association, and Justin Woodard, the RIA President Elect, discuss why ethics are not just a talking point, but a business issue that affects credibility, claims, partnerships, professionalism, and the future of the industry. 

Indoor air quality and mold are no longer just operational concerns—they're central to guest experience, brand reputation, and long-term building health. In this conversation, Doug Hoffman of NORMI and John Greenwell of EcoLife Asia share how global hospitality brands are approaching IAQ and mold in smarter, more strategic ways. 

What happens in Washington, D.C., doesn't stay in Washington—it impacts every corner of the cleaning and restoration industry. In this conversation, we explore the IICRC Legislative Fly-In, where industry professionals meet directly with Congressional offices to advocate for the work of inspectors, cleaners, and restorers—and for the standards and certifications that protect consumers and communities.

A small change to a software setting… with a big impact. In this conversation, we break down the updated labor efficiency settings in Xactimate and what they mean for disaster restoration professionals. 

Robotics is reshaping the cleaning industry—but the real story goes beyond machines. In this episode, we explore how automation is addressing labor shortages, improving consistency, and introducing new ways to manage cleaning operations through data and connected systems. 

Robotics is reshaping the cleaning industry—but the real story goes beyond machines.In this episode, we explore how automation is addressing labor shortages, improving consistency, and introducing new ways to manage cleaning operations through data and connected systems. From managing fleets of robots across multiple facilities to redefining the role of frontline workers, the conversation highlights both the opportunities and challenges of integrating robotics into everyday cleaning.If you're trying to understand where the industry is heading—and how to balance technology with people—this discussion offers a practical, forward-looking perspective on what's next.Learn more about FieldBots: https://fieldbots.com/Subscribe to Cleanfax: https://cleanfax.com/subscriptions/Subscribe to CMM: https://cmmonline.com/subscribeAbout ISSA:ISSA membership provides unparalleled opportunities to improve your operations, boost your profits, and make valuable connections. Learn more about the benefits that are in store for you as an ISSA member: https://go.issa.com/issa-membership-form#CleaningIndustry #Robotics #FacilityManagement #Automation #FutureOfWork

What does it take to deliver consistent, high-quality cleaning at scale—while also meeting growing demands for sustainability?In this conversation with ABM, one of the world's largest facility solutions providers, we explore how ISSA's Cleaning Industry Management Standard (CIMS) is helping define operational excellence across the cleaning industry. From customer-focused service delivery to sustainability initiatives aligned with LEED and environmental stewardship, this discussion highlights what it really means to lead in today's cleaning landscape.We also take a closer look at the role of Earth Day in our industry—and why cleaning professionals are at the center of creating healthier buildings and a more sustainable future.Learn more about ABM: https://www.abm.comSubscribe to Cleanfax: https://cleanfax.com/subscriptions/Subscribe to CMM: https://cmmonline.com/subscribeAbout ISSA:ISSA membership provides unparalleled opportunities to improve your operations, boost your profits, and make valuable connections. Learn more about the benefits that are in store for you as an ISSA member: https://go.issa.com/issa-membership-form#ISSA #CIMS #ABM #Sustainability #EarthDay #CleaningIndustry #FacilityManagement #GreenCleaning #Leadership

RJ Schinner is a behind-the-scenes force in the cleaning industry supply chain, serving distributors across janitorial and sanitation, foodservice, paper, and other commercial markets. In this ISSA member spotlight, Jeff Cross sits down with Ken Schinner, CEO of RJ Schinner, for an inside look at the company's history, redistribution model, what makes it stand out, and the strategies that keep it competitive in a fast-changing marketplace. The conversation also explores leadership lessons, challenges overcome, what's next for the organization, and how ISSA membership supports ongoing growth and connection across the industry. Learn more about RJ Schinner: https://www.rjschinner.com#ISSA #RJSchinner #JanSan #CleaningIndustry #Distribution #SupplyChain #FacilitySolutions #Leadership #ISSAShow #B2B

In this powerful and heartfelt conversation, Richard Leaton shares a deeply personal story about compassion, service, and the full-circle impact of Cleaning for a Reason.After years of giving back through her work as a Navy oncology nurse and founder of HeavenlyScent Cleaning, Karen Leaton found herself on the receiving end of that same kindness during her battle with cancer. Through donated cleanings from Minit Maids, her home remained a place of peace, comfort, and dignity during an incredibly difficult time.Richard reflects on what those moments meant to their family, the legacy Karen leaves behind, and the ripple effect that happens when businesses choose to serve with purpose.This is a story about more than cleaning—it's about community, humanity, and showing up when it matters most.Learn more about how you can support Cleaning for a Reason here: https://cleaningforareason.org

Success isn't built on big moments—it's built on consistent habits. In this conversation, we explore how disciplined habits in preparation, communication, and follow-through can transform performance and build long-term credibility. From showing up prepared to closing the loop on every commitment, these small actions create a foundation for trust, reliability, and growth.

Most sales problems aren't actually sales training problems—they're structural. In this conversation, we introduce “The Navigator's Chart,” a four-layer framework for building a successful sales organization.

If you've hired in the past few years, you've probably experienced it: A promising candidate applies, interviews well, maybe even accepts the job … and then disappears.  No call. No email. Just silence. Here's how to avoid all of this.

Most cleaning business owners are focused on one thing: the next job. But what if the real opportunity for growth isn't in constantly chasing new customers—but in maximizing the value of the ones you already have?In this conversation, we explore the customer lifetime value and why it's one of the most important—and often overlooked—strategies in running a successful cleaning business. Instead of thinking transaction by transaction, this approach shifts the focus to long-term relationships, repeat work, and consistent service delivery.

What does it take to maintain a world-class facility that welcomes millions of visitors each year—without missing a beat on cleanliness?In this conversation, ISSA Media Director Jeff Cross visits with Michael Freshour, the Facility Manager at the American Museum of Natural History in New York to discuss what it means to deliver excellence at scale. Freshour's team was recognized with the Tork Think Ahead Facility Excellence Award, part of ISSA's Spotless Spaces program, honoring organizations that set the standard for cleanliness, consistency, and operational performance.With daily traffic ranging from 10,000 to 30,000 visitors—and nearly 5 million annually—the stakes are high. Freshour shares how his team balances heavy foot traffic, after-hours events, and the preservation of a historic, iconic facility, all while ensuring a seamless experience for every guest who walks through the doors.At the core of their success is a commitment to continuous training. From an intensive onboarding program to ongoing development throughout an employee's first year and beyond, Freshour explains how consistency, professionalism, and attention to detail are built into the culture—not left to chance.He also highlights the importance of pride and purpose. When teams understand the significance of the space they maintain—and the impact they have on each visitor's experience—they elevate their work from routine to meaningful.For facility managers looking to raise their standards, this conversation offers a clear takeaway: Invest in your people, stay consistent in your processes, and never lose sight of the experience you're delivering.Learn more here: https://www.issa.com/spotless-spaces/american_museum_of_natural_history/#FacilityManagement #ISSA #SpotlessSpaces #Tork #CleaningExcellence #CustodialLeadership #Museums #JanSan #OperationalExcellence

What does it take to deliver award-winning cleanliness in one of the busiest environments imaginable—an airport serving millions of passengers each year?In this episode, ISSA Media Director Jeff Cross sits down with Derrick Deadwiler, Senior Vice President of Operations at Flagship Aviation Services, and Benjamin Robins, Vice President of Operations at Tampa International Airport, to discuss their collaborative success in earning ISSA's Spotless Spaces Award.At Tampa International Airport, cleanliness isn't just a task—it's a key driver of the passenger experience. With more than 25 million travelers moving through the airport annually, maintaining a consistently clean, welcoming environment requires precision, planning, and a deeply engaged team.Deadwiler and Robins highlight what truly sets their operation apart: partnership. Rather than operating as separate entities, the airport and Flagship function as one unified team, working side by side to continuously improve performance and elevate standards. From leadership walking the floors together to frontline teams taking pride in their work, this alignment creates a culture of accountability and excellence.The conversation also explores how training, long-tenured staff, and smart use of data and technology help manage the scale and complexity of airport operations. Just as important, both leaders emphasize recognizing and rewarding employees—because when teams feel valued, they perform at their best.For facility managers and service providers alike, the takeaway is clear: Strong partnerships, consistent processes, and a shared commitment to the end-user experience are what turn good operations into award-winning ones.Learn more here: https://www.issa.com/spotless-spaces/tampa_international_airport/#FacilityManagement #ISSA #SpotlessSpaces #AirportOperations #CleaningExcellence #CustodialLeadership #JanSan #OperationalExcellence #Teamwork

Facility managers are being asked to do more with less—tight budgets, rising expectations, staffing challenges, and increasing pressure around health, safety, and sustainability. It's a tough balancing act, and the demands aren't slowing down.In this conversation, Jeff Cross, ISSA Media Director, sits down with Brant Insero, Chief Engagement Officer at ISSA, to explore how the association is helping facility managers shift from reactive problem-solving to proactive leadership. Insero breaks down the tools, standards, and initiatives designed to help professionals defend their budgets, define what “clean” really means, and build consistency across their operations.From the Value of Clean framework and CIMS certification to workforce development through the Cleaning Management Institute, this discussion highlights practical ways to elevate performance and strengthen your impact. Insero also shares insight into key ISSA initiatives like Emerging Leaders, the VEO program, the Spotless Spaces Competition, and the Sustainability Committee—each designed to support growth, recognition, and long-term success across the industry.Whether you're focused on professional development, team training, or simply looking for ways to stay ahead in a changing landscape, this conversation offers actionable takeaways and a clear path forward.Ready to take the next step? Visit https://www.issa.com to get connected, explore membership, and start engaging with the ISSA community.#FacilityManagement #ISSA #CleaningIndustry #Leadership #ProfessionalDevelopment #Sustainability #ValueOfClean #CIMS #WorkforceDevelopment #JanSan

Learning to lead is a lot like learning to swim. You can stand at the pool's edge, listen to an instructor explain the strokes, understand the mechanics in your head, and then jump in and flounder anyway. The knowledge is one thing. The daily practice is another. This same issue is often seen in business and operations today.

What does it mean to leave a meaningful impact on the next generation? In this episode, we explore leadership through the lens of legacy—focusing on integrity, mentorship, and the quiet influence of leading by example. 

For decades, outside salespeople were the backbone of B2B selling—driving from customer to customer, building relationships face-to-face, and growing business through personal connections. But in today's changing sales environment, many leaders are asking a difficult question: Is the traditional outside salesperson still necessary?

Artificial intelligence is changing how business gets done—but success in the age of AI isn't just about adopting new tools.

In healthcare, the conversation around cleanliness often focuses on protocols, products, and compliance—but what about the people on the front lines making critical decisions every day? It's time for the cleaning industry and healthcare to make this a team sport.

When technicians walk into an IICRC-approved class, they see a manual, a schedule, and an instructor at the front of the room. What they don't see is the years of industry experience, the hours of preparation, the careful classroom choreography, and the deep personal investment that go into delivering training at the highest level. This is the story of how three educators give their all.

Thomas Brennan wasn't planning a career in cleaning and restoration. He was just a high school kid looking for a way out of class early. Like most high school kids. But he had an escape plan. Here is his story that launched 30 years in business.