Much of AffinEco’s success can be attributed to the strength of its managers, who oversee the company’s 5,000 employees. Two great examples of managers leading by example are Nolan Macario, VP of Operations based in Boston, and Jorge Jimenez, General Manager and Sr. VP of Operations based in Stamford. Both men “started at the bottom and worked our way to the top,” Jimenez said. Recently, they shared what makes AffinEco managers so effective.
“First of all, we have communication between our management, our employees and our customers,” said Jimenez. “I have weekly meetings with all of my managers and we talk about issues and how we’re going to solve problems. We talk about how we can improve our quality to make sure our clients are happy.”
Jimenez says employees need to feel comfortable asking questions.
“I’ll ask them, ‘Do you guys know how to do this? Raise your hand if you don’t know. Don’t be afraid.’ We have open communication, so we can help correct problems. I can show them how to clean the carpet. We don’t reprimand, we want to teach people.”
Getting to really know your co-workers is key, Macario said. “Just knowing your people at a personal level is important, so we all become a team and a family. Ask questions. Get a feel for the people you’re working with. You get to the top by knowing your way around the company.
“When it comes to clients, get to know your clients,” Macario added. “When you’re a good service provider and a good friend, it’s hard to replace you.”
Hiring is also important. “Hiring the right people and treating people right, being flexible,” Macario said. “You have to understand that everybody has a different lifestyle. People are from different backgrounds. Understand that everybody has a different way of thinking, so you have to listen to your people and make decisions based on that.”
Jimenez pointed out that a good manager tries to anticipate problems. “You want to identify a situation before it happens. And then solve the problem and be available to clients at all times. Our clients can call us any time. They can call me directly.
“We also follow procedures the way they are written,” Jimenez added. “And we try to improve ourselves with technology.”
Macario has this advice for other managers: “Don’t get comfortable. Just because you’ve had that account for 10 years, you can’t think, ‘I’m all set.’ Keep bringing new ideas and adding new services. If you have a client that is a property manager, tell them, ‘We can do painting for you. We can pressure wash the loading dock.’ Always be there for your clients. Be able to offer ideas and help.”
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