ISSA Residential Maryland Regional Event
Tuesday, April 9 | 9 am – 4 pm
Rockville, MD
Join ISSA Residential for a Regional Event in our nation’s Capitol as we gather for education, networking and more. The ISSA Residential Regional Events are a great opportunity to learn from industry experts and gather strategic insight to help you grow your business. Plus, you can connect with your residential cleaning community – meet up with old friends and make new ones!
This Regional Event is hosted by Liliane Lima’s at her residential cleaning company, Skilled Maids, in Rockville, Maryland.
7361 Calhoun Place,
Rockville, MD 20855
Just outside of Washington DC
This Regional Event leads up to the ISSA Clean Advocacy Summit, which is April 10-11 in Washington, DC. Find out more details about the Summit here.
Seating is limited! Register now to reserve your seat.
SCHEDULE OF EVENTS
| SESSION TITLE |
| WELCOME & INTRODUCTION RJ Patel & Gosia Baran |
| Cleaning for Health: Elevate Your Standards by Measuring for Cleanliness and Health Dr. Gavin Macgregor-Skinner |
| LUNCH AND TOUR OF OFFICE |
| Consistency: The Secret to Creating Less Drama, More Profits, Happier Customers and Engaged Employees Tom Stewart, MaidCentral |
| Fortunes in Your Feedback Jeannie Henderson, Jeannie Cleaning |
| Data-Driven Cleaning: Unlocking Operational Excellence with Software and KPI Management Ajia Holiday, MaidCentral |
| CLOSING RJ Patel & Gosia Baran |
HOTEL ACCOMODATIONS
ISSA does not have a room block for this event. We do have two recommendations for hotels in the area.
Sheraton Rockville Hotel
920 King Farm Blvd, Rockville, MD 20850
https://www.marriott.com/en-us/hotels/wasvs-sheraton-rockville-hotel/overview/
Gaithersburg Marriott Washingtonian Center
9751 Washingtonian Blvd, Gaithersburg, MD 20878
https://www.marriott.com/en-us/hotels/waswg-gaithersburg-marriott-washingtonian-center/overview/
ABOUT THE SPEAKERS
Cleaning for Health: Elevate Your Standards by Measuring for Cleanliness and Health
Dr. Gavin Macgregor-Skinner
Cleaning professionals are essential guardians of health and safety in our buildings. By understanding and implementing precise cleanliness measurements, your business can thrive. This workshop delivers vital education and training for frontline cleaning staff, building managers, and operations teams on measuring surface cleanliness and indoor air quality. We’ll bridge the knowledge gap in documenting cleaning outcomes and explore methods to quantify cleaning performance.
Discover the hidden value in your cleaning operations and unlock new growth opportunities with precise cleanliness measurement techniques. This session will redefine “clean,” guiding you to improve consistency, flexibility, objectivity, and accuracy in your cleaning processes and identify chances to elevate your business’s quality, growth, and efficiency.
About Dr. Gavin Macgregor-Skinner
Senior Director of Global Biorisk Advisory Council (GBAC)
BVSc, MSc, MPH, CFO, CBFRS, MRCVS
Certified Forensic Operator®️, Certified Bio-Forensic Restoration Specialist®️, Associate Professor, Penn State College of Medicine
Dr. Gavin Macgregor-Skinner has more than 30 years of technical experience in responding to infectious disease outbreaks and emergency management. He is an Associate Professor in the Department of Public Health Sciences at Penn State College of Medicine and teaches three 15-week graduate courses on Public Health Preparedness for Disasters and Terrorist Emergencies. In 2014 he received the Dean’s Award for Excellence in teaching. He has appeared on CNN, Fox News, BBC, Canada CTV, Australia ABC, C-SPAN, and other news outlets to share his expertise on High Consequence Pathogens such as Coronavirus, Ebola, Influenza, Measles, Cholera, Zika and other global health threats. He served 12-years as an Officer in the Australian and British militaries and was an Epidemic Intelligence Service Officer at the U.S. CDC in Atlanta, Georgia, and a Global Health Fellow with the United States Agency for International Development in Washington DC.
Fortunes in Your Feedback
Jeannie Henderson
How do complaints make you feel? Maybe you should consider a complaint as a gift. When you are grateful for the gift, you can discover the “fortunes in your feedback. During this session, learn the value of feedback, how to get more of feedback from your customers and how to use it to grow your business.
About Jeannie
Founder, Jeannie Cleaning
Jeannie Henderson is the CEO of Jeannie Cleaning located in Kalamazoo, Michigan. Her entrepreneurial record includes building and operating over 30 franchise restaurant locations with her husband, Terry, before starting a residential cleaning business. Jeannie Cleaning is committed to giving back to the community by providing Clean Homes for Cancer Patients and was recognized as a “Top 10 Partner” in 2020 by ISSA Charity, Cleaning for a Reason. Jeannie is a member of the ISSA Residential Cleaning Council, was a 2021 ISSA Innovation Awards Judge and serves as a board member of Buy Local Kalamazoo. In 2020, Jeannie became the first Certified Cleaning Business Fundamentals Coach and is a dedicated coach to business owners throughout the U.S. and internationally. She is passionate about building positive workplace culture and helping start-up businesses strategize and implement systems. Jeannie loves supporting and inspiring other cleaning business owners to help them rapidly scale their businesses, build wealth that impacts generations and create time and purpose freedom.
Consistency: The Secret to Creating Less Drama, More Profits, Happier Customers and Engaged Employees
Tom Stewart
Schedule Consistency is what your customers, office staff, and cleaning technicians all crave. Consistency can be defined as sending the same technicians to the same homes at the same times so they can provide the same service as established through prior visits. Maintaining a consistent schedule may seem impossible when employees call out and customers demand special considerations. However, increasing schedule consistency is possible, and improving schedule consistency will improve many key metrics, including customer retention, employee turnover, revenue, and profit. This presentation will give you the tools to measure schedule consistency and the playbook on how to maintain a consistent schedule. Every professionally managed house cleaning service should have a default schedule for homes with recurring cleaning visits configured to maintain schedule consistency. Too often in our desire to meet special requests, deal with employee call outs, and schedule around last-minute cancellations, we find ourselves changing our default schedule. Breaking the routine that is set with a default schedule comes with a cost. Placing a higher priority of maintaining the integrity of a default schedule will lead to happier technicians, happier customers, and a less stressed leadership team. This approach will lead to lower employee turnover, higher customer lifetime value, and a more productive work environment. There is no commonly adopted way to measure consistency in the house cleaning industry. This presentation will introduce a methodology to measure schedule consistency, and it will share actionable techniques on how to maintain schedule consistency.
About Tom Stewart
Founder, MaidCentral, Owner, Castle Keeper House Cleaning
Tom Stewart is an industry leader on professionalizing the residential cleaning industry, for the benefit of cleaning business owners, their clients, and the cleaning professionals that make it happen. With his wife Janice, he also founded ModernCleaning.com, a digital hub dedicated to promoting hygienic cleaning and other professional house cleaning practices to the residential cleaning industry. In response to the need for online training during the COVID-19 pandemic Modern Cleaning launched a eLearning platform for house cleaning businesses and the professionals that work for them. Through a partnership with ARCSI this platform offers COVID-19 safety training and the ARCSI Professional House Cleaning (PHC) Certification Program. Tom is a founding member Cleaning Profit Builders. CBB was known for Foundations of Success, a transformational program which helped cleaning businesses implement professional business processes. Tom is a co-author of the Professional House Cleaning Technician’s Manual and Modern Cleaning: The Evolution of Chemical Free Cleaning. He is a co-founder and Partner in Cleaning Business Today, the online magazine for the house cleaning industry. Tom also is an owner in the industry related digital publications Housekeeping Channel and Health House Institute.
Data-Driven Cleaning: Unlocking Operational Excellence with Software and KPI Management
Ajia Holiday, MaidCentral
In this session, we’ll uncover how combining data insights, smart software, and key performance indicators can truly transform how we approach cleaning operations. Join us as we navigate through these concepts and learn how to optimize our processes, enhance productivity, and deliver top-notch service quality in the cleaning industry.
About Ajia Holiday
Ajia Holiday (pronounced ah-Zhuh) is a member of the MaidCentral Software team and is currently the Partner Education and Training Manager. She is known as one of the most successful general managers of a residential cleaning company, growing a company from a $1 million/yr to a $3 million/yr run rate in 4 years with an absentee owner. This growth was achieved using Ajia’s talent in developing analytical tools and standardizing operations. It is not often that a cleaning technician works their way to being a key member of a software team in 6 years but that is exactly what Ajia did, and she continues to bridge the gaps between cleaning technicians, operations, and software.