Straight Talk – an ISSA Podcast
Straight Talk, an ISSA podcast, presents a curated playlist of the hottest topics facing the cleaning industry today—from health and safety to infection prevention to innovative products to business development and much more. ISSA, the worldwide cleaning association, brings together the top experts and decision makers to give listeners and members the most up-to-date information for their businesses.
Episodes
Turning Customer Reviews Into Marketing Fuel
Collecting 5-star feedback is the easy part. Putting it to work is where most cleaning and restoration companies stop short.
Accountability Isn't Punishment. It's Clarity.
Why do so many business owners dread conversations about accountability? The answer may surprise you.
Hiring Without an HR Department
Hiring employees is hard enough. Doing it without an HR department can feel nearly impossible.
The Restroom Metric the Industry Never Tracked
Most facility teams can say how much soap a building goes through in a month. They can pull cleaning frequencies, towel usage, service calls, and complaint logs. What almost none of them track is whether the person who walks into the restroom can finish washing their hands and get back out the door without touching something.
Integrity Commercial Products: A Company Betting on Innovation and Durability Over Commodity
What does it take to launch a manufacturing company in today's commercial cleaning industry?
The Business of Sustainability on Stage at ISSA Show
Sustainability is no longer limited to environmental responsibility. For today’s professional cleaning organizations, it is increasingly connected to efficiency, customer value, risk management, regulatory readiness, and long-term business resilience.
From Industry Marketing Leader to ISSA Executive: Laura Craven's Vision for Members
Laura Craven joins ISSA as Vice President of Marketing and Communications, bringing years of industry leadership and a passion for building strong member relationships.
How Bedside Manner Can Become Restoration's Competitive Advantage
Insurance has always been about managing risk, but many restoration professionals believe the claims process has become increasingly difficult to navigate.
Inside RIA's Fight for Restoration Recognition
For decades, the restoration industry has played a critical role in helping property owners recover from water damage, fire losses, mold contamination, storm events, and other disasters. Yet despite its specialized expertise, restoration has never had its own dedicated federal industry classification. That may soon change.
The New Rules of Winning Customers in an AI-Driven World
Artificial intelligence isn't just changing how service companies operate. It's changing how customers buy. Companies that rely on outdated sales tactics or slow follow-up may lose business before they even know they were being considered.
Growing Faster but Making Less? Here’s Why
Growth is exciting. More customers, more employees, more trucks on the road all look like success. But behind that growth, many building service contractors are discovering a harder truth: revenue doesn't automatically translate into profit.
The Industry We Are Becoming
As ISSA President, Laurie Sewell has had the opportunity to connect with professionals from every corner of the cleaning and facility solutions industry.
Your Employees Are Using AI. But Are They Still Thinking?
AI is transforming the workplace, but is it also changing the way employees think?
Meet the Youngest-Ever Female IICRC Certified Restoration Technician
At just 12 years old, Olivia Haynes accomplished something few people in the restoration industry can claim: She has earned dual IICRC certifications in Water Damage Restoration (WRT) and Applied Structural Drying (ASD).
KB Building Services — Building Growth on People, Not Just Process
What does it take to build a cleaning company that thrives for more than 40 years? See how KB Building Services made it all work.
Restoration’s Biggest Opportunity May Come Before the Emergency
Disaster preparedness doesn't begin when the storm arrives—it starts long before the first warning is issued.
Healthy Buildings Movement Puts Cleaning at the Center of Public Health
In this episode, Allen Rathey, founder and executive director of the Indoor Exposure Index (INDEX), discusses why ISSA's leadership role within the Healthy Buildings Workgroup through WELL could help elevate the cleaning industry's influence in the broader conversation about occupant health, wellness, and building performance.
New Technology Platform Targets the Hidden 90% of Cleaning Budgets
How much does your facility really spend on cleaning—and are you measuring real costs?
AI in Hiring: What Works, What Doesn't, and What Employers Need to Know
Can AI really help cleaning companies hire better employees—or is it just another overhyped technology?
Dayspring Restoration: In the Restoration Journey, Success Rises and Falls on Leadership
What does it take to build a restoration company that stands the test of time?
Southeast Restoration: Family, Faith, and Forward Thinking Build Success
What does it take to build a restoration company that scales across multiple states while maintaining a strong culture and family foundation?
BioteamAZ: A Company Refusing To Be Everything to Everyone
Krystie Reeves, the owner of BioteamAZ, shares the story behind the company’s growth from a family-owned startup to a statewide provider of biohazard remediation, trauma cleanup, and specialty restoration services.
AI Mistakes: The Risks, Costs, and Realities
Artificial intelligence is no longer the shiny new toy it was a year or two ago. Most business owners have experimented with it, many use it daily, and some are already building AI-powered workflows into their operations. As adoption has matured, so have the mistakes.
Paid Ads Can Work!
But they won't save a business that doesn't know its numbers.
Michigan State University: The Invisible Workforce Behind an Outstanding Spartan Experience
What does it take to keep one of the nation’s largest university facilities and housing systems running smoothly?
The Startup Window: Where New Cleaning Accounts Are Won or Lost
Most organizations invest significant time and effort into winning new customers, but far fewer focus on what happens after the contract is signed.
What 250 Years of America Can Teach Business Owners About Leadership
America turns 250 years old this year, but according to today’s guest, one thing hasn’t changed: Small businesses still carry the water.
The Confidence Trap
Experience can be a powerful advantage—but it can also become a liability when professionals stop adapting.
Out-Recruiting the Giants: A Cleaning Company’s Edge in the Labor War
The conversation about the labor shortage in cleaning and facility services usually sounds the same: “Nobody wants to work anymore.” Add to that, “Turnover is at an all-time high.” But what if the real issue is that cleaning companies are competing against entirely different industries, POWERFUL industries, for the same people—and losing?
The CIMS Guidebook: How Ikigai Helps BSCs Earn Certification
What does it take to prepare a cleaning company for long-term success? In this episode, Paul Greenland, CEO of Ikigai Management Consultants and an ISSA Consulting partner, discusses how organizations can strengthen leadership, improve operational performance, prepare for CIMS certification, and build systems that support sustainable growth.
How to Build Smarter Teams for a Smarter Industry
The future of facility management is becoming increasingly connected, automated, and data-driven. To help cleaning and facility professionals navigate this changing landscape, ISSA has partnered with Smart Building Bootcamp to provide practical education focused on smart buildings, artificial intelligence, robotics, workplace technologies, cybersecurity awareness, and more.
From Mop Bucket to Industry Advisor: Derek Oliveira’s Mission to Solve Cleaning’s Toughest Challenges
In this conversation, Derek Oliveira, ISSA's Associate Director of Education, Training, and Field Services, shares insights from a career dedicated to professional development, industry advancement, and supporting cleaning professionals at every stage of their journey.
Submit Your Stories - FIFA World Cup 2026: How We Clean!
As the world prepares for the largest FIFA World Cup in history, the focus extends far beyond the stadium gates. With 48 teams, millions of fans, and thousands of support personnel moving through hotels, airports, training facilities, transportation hubs, and public venues across North America, cleanliness, infection prevention, and operational resilience will be critical to the tournament's
From the Jobsite to Capitol Hill: RIA Gives Restorers a Direct Line to Lawmakers
Grassroots advocacy is no longer just a conversation happening in Washington—it’s happening at the state level, and restoration professionals are being called to participate.
Why Two Out of Three Sales Hires Fail
Most companies believe they have a hiring problem. In reality, many have a hiring process problem.
Where Advocacy Meets Sustainability
Steve Ashkin, founder of The Ashkin Group, discusses the key themes from his article about advocacy and sustainability.
When AI Guesses Wrong, Floors Pay the Price
Just how smart is artificial intelligence these days? It depends on whom you ask. And when it comes to resilient flooring, AI may not be as smart as some people think.
Autonomous Cleaning Needs More Than Autonomous Machines
Autonomous cleaning is everywhere right now—but what actually works in the real world? In this episode, Chris Ford, EVP of Robotics and Innovation with KBS, shares a grounded, provider-side perspective on how robotics and AI are being deployed in cleaning operations today.
The Human Side of Artificial Intelligence
Laurie Sewell, president of ISSA, shares insights and strategies for C-Suite professionals.
What to Do When AI Does Not Deliver
Most business owners have experimented with AI—but many walked away frustrated by generic answers, weak output, and complicated prompts. In this conversation, Dean Mercado explains why the problem usually isn’t the AI tool itself. It’s the missing foundation behind it.
Stop the Information Dump: Why Clearer Proposals Win More Cleaning Contracts
A great proposal should build confidence—not confusion. In this conversation, we explore why clarity often outperforms complexity in cleaning and restoration proposals, how overloaded estimates can hurt sales, and what business owners can do to create proposals customers actually understand and trust.
From the Lab to the Reprocessing Floor: How Enzymatic Detergents Get Tested, Chosen, and Trusted
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.
Where Cleaning Contracts Are Really Won or Lost
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.
Cleaning in the Age of AI and Automation
What happens when a university engineering project turns into a global technology company helping major facility service organizations digitize operations?
Hantavirus and Beyond: Is the Cleaning Industry Ready for What’s Coming?
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 ho
Is Your Website a Pretty Brochure or a Powerful Business Tool?
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.
Why New Cleaning Employees Quit Before They Even Settle In
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 behi
Why Most Quarterly Business Reviews Fail
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.
Fraud Isn’t Black and White: Inside Restoration’s Gray Areas
In this episode, we take a closer look at insurance fraud in the restoration industry—from every angle.
The Long Game of Restoration
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 keep
Three Industries, One Mission: The Future of Indoor Air Quality Starts Here
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 togeth
Good Salespeople Fail in Bad Systems
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?
Breaking Away: How Contractors Are Growing Without TPAs or Franchises
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.
Navigating the Storm: Why Good Data is Your Business Playbook
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 practic
What Really Matters When You're Ready to Sell
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.
When Growth Works Against You
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.
Where Science Meets the Field: Inside the CIRI Science Symposium 2026
Women in Leadership: Building Confidence, Taking Chances, and Shaping the Future
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.
Stop Using One AI Tool for Everything
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.
The Trust Factor: An Inside Look at RIA’s new Ethics Framework
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.
Why Air Quality is the New Five-Star Standard
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.
Policy in Motion: Why the IICRC Legislative Fly-In Matters to You
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 communit
A Quiet Change in Xactimate Could Cost You on Every Job
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.
The Chemistry Behind the Clean: Detergents and Enzymes in Medical Device Reprocessing
The Rise of the Robotic Workforce: Who Will Manage the Machines?
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.
The Rise of the Robotic Workforce: Who Will Manage the Machines?
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 highligh
How ABM Industries Is Turning CIMS Into a Competitive Advantage
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 sustai
RJ Schinner: Built to Last With Plenty of Growth on the Horizon
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
The Caring Nurse Who Cleaned for Cancer Patients—Then She Became the Patient
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 clean
The Discipline Behind Consistent Results
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.
The ISSA Oceania & Asia-Pacific Inside Story: Building Community and Staying Agile
Why Better Sales Training Won't Fix Your Sales Problem
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.
Activate Your Ghost Protocol to Keep Candidates From Disappearing
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.
Think Beyond the Contract: How Customer Lifetime Value Changes Everything
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 t
Spotless Spaces: How the American Museum of Natural History Sets the Standard for Clean
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 Thin
Spotless Spaces: How Tampa International and Flagship Deliver Award-Winning Clean
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
The Playbook for How ISSA Is Redefining Facility Management
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 helpi
Leading with Purpose: Two Industry Veterans on Vision, Integrity, and Staying Grounded
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.
Build a Legacy Worth Leaving Behind
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.
The Obsolete Salesperson
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?
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