Management Services Northwest

Tool 1: People Matter

March 16, 2015

JW Marriott Quote

This year marks the 20th anniversary of Management Services Northwest (MSNW). Taking a small cleaning and landscaping company from the living room of my home to a multi-state facility management firm has been an exciting journey with many lessons learned along the way. Over this year, I would like to share with you 10 tools that greatly influenced our success, and took our company from ordinary to extraordinary.

Tool #1. People Matter

From the early beginnings I realized the company’s success would rise or fall based on the quality of the team that was out in front of our clients every day. I will always remember the first staff meeting I held in the living room of our home in Ferndale, Washington. My words to 10 team members that day went something like this: “I don’t know much about taking care of buildings, but you will teach me. I do however know something about business and I will teach you; and together we will take great care of our clients, they will tell others, and we will grow.”

Over the years, we did just that. I found whenever I clearly defined roles, involved the team in decision making, and everyone understood their valuable part to play, we had success. Alternatively when I took the focus off of the team, we struggled.

I also found that people have very different things that motivate them, and will do their best when you take the time to know them, find out what matters to them, and remove the barriers in their way. If you have someone that loves to work with people, make sure they are in a customer service role with lots of interaction as they will shrivel up working by themselves. Someone else will shine brightest when working independently.

People matter. A focus on caring about the individuals that call MSNW home has made our company extraordinary. Bring out the best in your team members, and they will bring out the best in your company.


Janelle Bruland, CBSE President, CEO

Janelle Bruland, CBSE
President, CEO

Management Musings – New Year/Fresh Start

January 8, 2015

I have always liked the start of something new-a new project, a new book, and yes, a new year. A New Year is a new beginning, and an opportunity for all of us to make a fresh start.

We have a tradition in my family of taking time to pause at the beginning of each year to reflect back on what we accomplished the year before, and to set goals for the year ahead. This time we asked each other three simple questions:

What do I want more of?
What do I want less of?
What is just right?

These are important questions to reflect on as how can we change if we don’t first know what we want to change?  Our family agreed on wanting to have more fun together, less worry.  After all of the holiday parties you can relate to this one: more exercise, less sweets.  From these thoughts we developed individual and family goals which varied from keeping a daily budget to finding a new job; starting yoga to qualifying for the New York marathon.

I appreciate the “just right” question which asks us what we want to stay the same. Sometimes this may be the question to start with as we often take for granted the many things going well in our lives.  I am grateful for the time I get to spend with my spouse, at my job, and chasing after those crazy kids.  Our daughter stated she wanted her values to stay the same with every decision. (Yes! Keep up the coaching parents-it does pay off.)

So what about you? Take time to reflect on and then write down what you want more of, less of, and what should stay the same. Then use this list to set goals with your first step of action. Share with someone who can help hold you accountable. Find ways to celebrate the wins.

A New Year is a new beginning and a great time for a fresh start. Make 2015 your best year yet!


Management Musings – Count Your Blessings

November 17, 2014

Blog Post Image 11-17-2014
Remember learning the song as a child, “Count your many blessings, name them one by one….”? If you are like me, you will now be humming this song and will have it in your head for the rest of the day.

In this Season of Thanksgiving, it is a great time for us all to be reminded to count our many blessings. My daughter spent time this summer serving in a local orphanage in Guatemala, and came back with an entirely new outlook on her own life and the world. Children who have been sheltered may not understand how good we have it here in the United States, however as adults we have no excuse. Even so, don’t we still find ourselves complaining at time about things that are insignificant?

Take a review of the last 24 hours. How often did you speak with an attitude of complaint versus an attitude of gratitude? Were you looking back with regret or forward with eager anticipation for positive things in your future? Let’s face it, we are human and can be prone to be negative, so it is important to check ourselves from time to time and self- correct as needed.

Here is some further perspective:

“If you have food in your fridge, clothes on your back, a roof over your head and a place to sleep you are richer than 75% of the world. If you have money in the bank, your wallet, and some spare change you are among the top 8% of the world’s wealthy. If you woke up this morning with more health than illness you are more blessed than the million people who will not survive this week. If you have never experienced the danger of battle, the agony of imprisonment or torture, or the horrible pangs of starvation you are luckier than 500 million people alive and suffering. If you can read this message you are more fortunate than 3 billion people in the world who cannot read it at all.”

Author unknown

This season, choose to live gratefully. It requires active practice each day to focus on your blessings instead of your troubles. This is not always easy in this difficult world we live in. When things don’t always go your way, evaluate and take action where possible, and let go of what you can’t control. Trust that everything will work together for good.

Count your many blessings, name them one by one.

Management Musings – Continuous Improvement

October 9, 2014

Maple Tree

My office window looks out on a beautiful maple tree changing into vibrant fall colors of red, yellow and orange.  I am enjoying our crisp fall weather, but have to admit mourning the change of season a bit.  What a beautiful summer season we had in the Northwest this year, and I hope you found time to take a break from work with family and friends to enjoy our great outdoors.

Many of us have kids and are just getting back into the routine of the school year.  Though it is hard to say goodbye to the long, warm days of summer, there is something to be said about the benefits of routine and structure in our lives.  It can be a good thing for our children and for us too.

At Management Services Northwest (MSNW) we are beginning our focus on 4th quarter, ending the year strong and looking ahead to our plans for 2015.  We are evaluating our systems and what we can do to improve our efficiency and reliability at MSNW, as well as how we make our company a better place to work.

With one of our core values being continuous improvement, I wanted to share Three Impactful Words from a great business coach, Gino Wickman, and ask you to think about them and how to apply them for yourself and your organization.

People who value being real are people who are authentic and surround themselves with people who are also genuine and authentic. They lower their guards, are comfortable being themselves with no facades, are capable of being vulnerable, and admit their weaknesses. This typically leads to an environment that is more open and honest, where things move faster.

The opposite are people who subscribe to the philosophy of “never let ‘em see you sweat.” They pretend that they are bulletproof, their guards are always up, and they feel that they always must have the answers. This typically leads to a more artificial environment, where things are bureaucratic and political.

Are you being real?

People who value simplicity are people that believe less is more, love reducing things to their bare essentials, and love rooting out and eliminating complexity. They believe in the 20/80 rule, subscribing to a philosophy of only doing the high-gain 20 percent activity that achieves 80 percent of the results and saying “no” more than they say “yes.” This typically leads to getting more done in less time with less effort and higher profits.

The opposite are people who are highly intellectual, love hyper-analyzing everything, love trying everything, love complexity, and are offended by simplicity. This can lead to organizational indigestion and analysis paralysis.

Are you keeping it simple?

People who value results are people who don’t waste time. All of their actions are in alignment with their goals. They make sure that everything they are doing (meetings, conversations, action items, and projects) are in sync with the objective. This typically leads to a high level of achievement and satisfaction.

The opposite are people who are afraid to measure, fear accountability, and tend to go through the motions. This typically leads to finger pointing, mediocrity, and “everyone gets a trophy” environments.

Are you focused on results?

This month think about being real, keeping things simple, and focusing on results in your work.  Continuous improvement only occurs with intention and action.

“Focus on the critical few, not the insignificant many.”

Author unknown


“Remember, people will judge you by your actions, not by your intentions.  You may have a heart of gold, but so does a hard-boiled egg.”

Author unknown

Management Musings – Who do you see in the mirror?

July 31, 2014

Kitty vs Lion I like this picture of a small kitten who looks at its reflection in the mirror and sees a mighty lion. How we see ourselves is directly related to how we portray ourselves to the outside world. If we feel small with not much to offer, we won’t invest in ourselves and will limit what we can accomplish. On the other hand, if we see ourselves as strong and capable the possibilities are exponential.

Why do so many people fail to grow and reach their potential? I’ve concluded that one of the main reasons is a low self-image. When we have a low self-image we feel poorly about ourselves, and usually make the situation worse through negative thoughts and critical self-talk. If we don’t feel worth the effort, the image we have of ourselves will remain low without chance to improve.

Unfortunately negative, critical self-talk can be ingrained in us from childhood. In their book The Answer, businessmen-authors John Assaraf and Murray Smith speak to the negative messages children receive growing up. “By the time you’re seventeen years old, you’ve heard “No, you can’t,” an average of 150,000 times. You’ve heard “Yes, you can,” about 5,000 times. That’s 30 nos for every yes. That makes for a powerful belief of “I can’t.”

One way to build your self-image is by guarding your self-talk. If you think about it, you will realize you talk to yourself several times a day. Is that self-talk positive or negative? When faced with a problem do you tell yourself, “I’ve got this – I will figure it out” or instead say, “I’ve messed up again – I never get it right.” It can be helpful to log your thoughts to determine how you are doing. When you find yourself with a negative thought, change it to a positive one.

By choosing to have positive thoughts about yourself, you can begin to change and improve your self-image. If this is difficult for you, ask someone who cares about you and knows you well to help create a list of positive, affirming words. Be ready to pull this list out when the negative thoughts creep in. You have the choice and the power to believe in yourself and the value you bring.

When you realize your own special value, you will see yourself as strong and capable. You will believe you are worth investing in. The result will be your own growth and development, and living up to your full potential.

Who do you see in the mirror?

“Personal development is the belief that you are worth the effort, time and energy needed to develop yourself.” Denis Waitley


Management Musings – Take Time for Summertime

June 30, 2014

“It’s a smile, it’s a kiss, it’s a sip of wine…it’s summertime!” Kenny Chesney has it right – summer days are here and it seems to brighten everyone’s mood.

Living in the Pacific Northwest, we look forward to summer when the days get warm and long, and we can end our evenings with unmatched sunsets.  Through the winter we wait so long for summer to come and then it goes far too quickly.  How can we use our time wisely and make the most of our precious summer months?  Here are five easy ways I have found to make the most of every day:

1. Wake up on the right side of the bed.  A morning routine that starts your day in a positive way will impact your entire day.  Your routine will look different from mine, but what is important is to create an effective start that works for you.  You may enjoy a cup of coffee with the morning news, a quiet time, or exercise class.

2. Make a list and check it twice.  Either the night before or at the beginning of each day, set 3-5 goals to accomplish. If you are working on a large project, break it into a task or two you can finish today.  Now review your list and prioritize to get the most important items at the top, and do them first.

3. Keep it simple.  Many of us pack far too much into our day and end up feeling unproductive and worn out.  What meetings are on your calendar that are unnecessary?  What project should be delegated to a team member?  What process is too complicated or even unnecessary?  Simplify, simplify, simplify.

4. Do something nice.  Find the time each day to bring value to someone else.  Treat a team member to coffee; make a phone call to the friend who needs an ear; write a love note to your spouse.

5. Take time to play.  If you really like your work, you may have formed the bad habit of not taking time out for play.  With the long summer days there is no excuse for not getting out.  What is the hobby you have stopped making time for – photography, biking, golf? If necessary, schedule time in your calendar to make it happen.  Have the beach party or backyard BBQ.  Better yet, book the week of vacation you have been putting off.

We all have 24 hours in every day and it is our choice how we will use them.  Follow these steps and start your day right, accomplish more, and make time for fun.  Summer is short, so let’s make the most of this special time.

Sweet Summertime

Management Musings – Am I Ready to Take Responsibility?

May 22, 2014

I am currently a student in the SmithBucklin Leadership Institute led by Henry Givray, CEO of SmithBucklin where we are studying the qualities and characteristics of effective leadership.  Henry speaks of earning leadership’s invitation as it must be invited not forced.  When we have earned it, it is a high honor and great obligation we cannot take lightly.  It is a great responsibility.

Webster defines responsibility as:

1.  The state, quality or fact of being responsible
2.  Something for which one is responsible; a duty, obligation, or burden

Those of us who are in positions of leadership in our organizations have many responsibilities to our company, our clients, and the individuals that work with us.  This can be daunting at times as we face the pressures around us and the need to make decisions that can have major impact.  Realizing that my leadership behaviors and actions deeply affect others can be a heavy burden at times.  In the book Questions of Character, author Joseph Badaracco claims responsibilities are not a mantle thrown lightly over our shoulders, but a sizable weight that we feel much of the time.  I can relate to this as there have been many times when I have wrestled with a difficult decision that has woken me in the wee hours of the night.  Though it weighs heavy, may I always pause over the decisions where the results will impact the lives of team members I care about.

With the call of responsibility comes accountability, and ultimately the “buck stops” with us.  Though deeply challenging at times, it is the tough decisions thoughtfully considered that can change outcomes, help people to rise, and make good companies great.

“Answering for ones self is a fundamental aspect of taking responsibility.  Leaders have a deep conviction that they must make something happen and they devote themselves to making it happen – despite obstacles, frustrations, failures, and very steep costs.” Questions of Character

Management Musings: Upstairs Downstairs – Everyone Matters

April 29, 2014

I am sure I am not the only one who watched only one or two episodes and got hooked on Downton Abbey. It is mesmerizing to go back in time to the early 1900’s and experience along with the Downton family the excitement and challenge of this period. What it must have been like to go from a carriage to a car, candles to electricity, and a war to the roaring twenties.

One of the things that fascinates me is the “upstairs downstairs” mentality of that day. The royal family resides and remains upstairs while servants are expected to remain downstairs unless they are serving the royal family, where they are to quietly and quickly go about their duties. There is a noticeable hierarchy of class and role, appreciated by some, challenged by others. The house is always in perfect order through the impeccable care of these servants not often seen.

In a keynote earlier this month Chris Cracknell, OCS referred to those of us in the janitorial industry as “downstairs” occupants as a lot of what we have done has been invisible to our clients. So true. For many years in our industry we have often been thought of as the ones who are rarely seen and come quietly “upstairs” in the evenings to work our magic. A less glamorous role maybe, however the world class companies provide buildings expertly cared for by these invisible people.

I recently attended the World Federation of Building Service Contractors (WFBSC) Summit in New York and am glad to see this mentality is changing world wide. As disasters ensue, pandemics and hospital acquired infections are on the rise, we are being noticed for the value we provide and looked to as experts in safe and sustainable care. Imagine a surgery center where the housekeeping staff doesn’t show up? The surgeon is critically important and so is the attendant who makes sure the OR is impeccably clean and safe.

At MSNW we believe that every person in our company brings their unique gifts and has a valuable role to play in the success of our organization. We see better outcomes when the management pyramid is turned upside down, team members are able to make decisions closer to the work, and our clients are our partners in being stewards of the facilities. In this scenario everyone matters, everyone makes a contribution, and our clients receive a real value.

In an environment of continuous improvement, we strive to learn from each other, and with new programs to improve infection control, air quality and sustainability, we are making a difference in creating a healthier world.

Never believe that a few caring people can’t change the world. For indeed, that’s all who ever have.” – Margaret Mead

Highclere Castle in Berkshire

Management Musings – Time for a Spring Clean Up

March 17, 2014

The season is changing in the beautiful Pacific Northwest, and our teams at MSNW are preparing for Spring cleanups at our client businesses and properties.  Spring is the rebirth of creation and it is a delight to see bulbs poking their heads out of the ground, colorful buds appearing on the trees, and waking to the music of happy birds. 

One of the gifts of Spring is that it seems to provide a new energy to clean up rooms and yards that we have left to clutter over the winter.  Could it also provide the energy that is needed for cleanup in our own lives? 

In January I spent some time talking about the word resolution being much more than an idea or a hope to change, instead a decision made with resolve and an action plan.  Our resolution can be a catalyst to a new and better life.

If you made a resolution for positive change in your life this year, how are you doing?  Sometimes when we are not making progress it is due to barriers we alone have created for ourselves.  Self-awareness can be the key to remove the barriers holding us back from successful results.  Barriers of doubt, negative self-talk, or lack of focus can hinder our ability to move forward.  When stuck in unproductive patterns such as these I have found it helpful to take time for reflection where I honestly assess myself and what I have to clean up in my feelings, behaviors and actions.  Success requires a constant monitoring of our progress and making shifts as necessary along the way.

Let’s take the time for a little Spring cleanup, and then watch our own blossoms emerge.   

“He who knows others is wise.  He who knows himself is enlightened.” Lao Tzu


Management Musings – I Love My Work

February 13, 2014


February is the month of love, and so I have to ask:  Do you love your work?

As we spend the majority of our lives in a career, shouldn’t our work be something we love?   A recent survey sponsored by and conducted by market research firm GFK found 22% of workers in the U.S. said they loved their jobs so much they would do it for free, 15% of American workers said they disliked or hated their jobs, and 31% said they were merely satisfied.   Where do you fall today?

I believe our work should be where our passion meets our purpose for being on this planet.  Our work should be a place where we are fulfilled, and where we make a difference in the lives of others. 

May you reflect on your work this month and how it can be a place of deep satisfaction for you and where you can be a blessing to those whose lives you touch.

For Work

May the light of your soul bless your work

with love and warmth of heart.

May you see in what you do the beauty of your soul.

May the sacredness of your work bring light and renewal

to those who work with you and to those who see and receive your work.

May your work never exhaust you.

May it release wellsprings of refreshment,

inspiration, and excitement.

May you never become lost in bland absences.

May the day never burden.

May dawn find hope in your heart,

approaching your new day with dreams, possibilities, and promises.

May evening find you gracious and fulfilled.

May you go into the night blessed,

sheltered, and protected.

May your soul calm, console, and renew you.

To Bless the Space Between Us, John O’Donohue

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