Client Success Story 3

The Problem

The customer contacted Total Building Maintenance (TBM) with a complaint that the cleaning crew was causing the tile floor in his lobby and office area to buckle and separate from the walls. TBM’s Area Manager met with the customer to get a better understanding of his concern. The Manager also visited the building on three separate occasions for surprise inspections to view the cleaning crew’s floor care process. Finding that the crew was complying perfectly with the standard care defined for VCT floors, the Area Manager contacted several tile experts in the immediate area for their perspective on the cause of the buckling and separation. Getting a wide array of answers from the tile experts, the Manager got permission from the customer to schedule an onsite analysis with a tile and flooring company to diagnosis the specific problem.

TBM Solution

The tile and flooring company’s engineering staff found that the problem was not the cleaning procedures, but actually the building’s foundation shifting due to its age and location. The engineering staff was able to provide a detailed report identifying issues not only in the customer’s workspace, but also in other areas throughout the building that would soon be impacted by the shifting foundation.

Customer Response

Although the customer was not happy that his tile was not going to be replaced due to improper cleaning by TBM, he was made aware of even greater building issues that would have far more significant financial implications for his building. TBM’s Area Manager was able to provide the customer with a quote to replace any damaged tiles once the building’s foundation was repaired.

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