Straight Talk – an ISSA Podcast

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.

In this President's Message, Laurie Sewell, the CEO of Servicon and the president of ISSA shares her take on the words and phrases she's ready to retire.