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Contributed by: Kristi Khonsari

The Role of Transition & Onboarding in Facilities Maintenance Service Success

For any business outsourcing its janitorial and facilities maintenance operations, it is essential to evaluate not only the range and quality of services delivered but also how the partnership begins. A well-structured transition program and onboarding process have a significant impact on long-term efficiency, satisfaction, and overall performance.

Service transition is a critical phase between the end of either a previous service contract or in-house management and the start of a new partnership. A streamlined process aligns the expectations of both parties while clearly defining the scope of work and communication protocols. Key start-up activities and milestones, such as reviewing new account information and requirements, site assessment, interviewing and hiring, inventory planning, and more, can ensure that service delivery begins smoothly. Another key consideration is the service provider’s ability to maintain business continuity. Through its onboarding process, the service provider must ensure minimal downtime and disruption. During this period, staff training should be conducted to prepare teams for both daily responsibilities and ad hoc or preventive situations.

In the long run, the onboarding process builds the foundation for a successful customer relationship.  By establishing clear channels for communication, reporting, and feedback, professional facilities maintenance companies can address concerns promptly, plan proactively, deliver consistent service, and assemble a team that can meet and exceed customer expectations.

At Diversified Maintenance, we recognize that a successful partnership begins long before the first day of service. Our transition and onboarding program is designed to ensure a smooth, efficient, and dependable start-up for every new customer. It begins approximately one month before the contract starts and lasts through the first three months of active performance. Our dedicated Implementation Manager oversees each phase, milestone and timeline during the transition process which includes Start-Up Orientation, hiring, site-specific training, inventory control, and other crucial steps. During the first three months of the contract, we provide continuous communication, on-site supervision, and safety training to maintain service quality and business continuity. With clear communication channels, tailored planning, and hands-on support, our onboarding process delivers a seamless transition and sets the stage for long-term service excellence.