Bryan Kelley, founder of Laser Facility Management, always wanted to be an entrepreneur, but he got into facility management by accident.
“For the longest time, I was not aware of the industry,” Kelley says. “In fact, I stumbled into it.” Raised by his mother and grandfather — who was a carpenter — he found himself helping with projects around the house. “I loved the varied work, and I loved a good challenge,” he adds. “What kid doesn’t want to play with power tools?”
Clearly, Kelley had found his calling. As an adult, he became the Operations Manager for a top-five Trek Bicycle dealer in Florida. Of his many responsibilities, he always enjoyed the challenge of building and maintaining new and existing locations. “That was when I realized I loved the facility management and construction industry,” he says.
Planning to move back to his home state of New York, Kelley applied for various roles within the facility management and construction industry. He was successful in securing a Facility Manager role with Michael Kors maintaining 350 stores on the national level. “That was my formal launch into the facility management industry,” he says.
Little did he know at the time that the seeds had already been planted for him to launch his own facility management company.
Founding Laser Facility Management
At Michael Kors, Kelley worked with numerous national vendors. “This was my first time working with them, and it was eye-opening,” he says. “I’ve always been a customer-service-focused individual, and the level of service was not meeting my standards. I respected the vendors for getting the job done, but I often asked for updates and when received, they would be fluff and often not answer my questions. There was a lack of authenticity and transparency.”
Still, Kelley didn’t foresee opening a facility management company. He had been staying in touch with his previous employer, who was an entrepreneur himself, catching up every four to six weeks on a personal level. “At one point, I said something to the effect of, ‘The opportunity in this business is huge. If we just took the customer service that you and I both live for and incorporated it into the facilities and construction world, we would be successful.’ I recall saying it in a joking manner.”
Kelley’s former employer and current co-founder knew a genuine opportunity when he heard it. “He said, ‘Let’s continue this conversation. Maybe we can do something.’”
Once the spark was lit, it couldn’t be extinguished. “From that point on, we talked about what we would do differently and how to execute those ideas,” Kelley says. “Through those brainstorming sessions, we came up with our name. The word ‘Laser’ comes from the idea that we give each client laser-focused attention.”
As a full-service facility management and construction company, Laser Facility Management provides an array of services including planned maintenance, restoration, project management, plumbing, HVAC, electrical, pest control, commercial cleaning, painting, flooring, and handyman services. In short, the company can do anything and everything to keep commercial spaces functional, efficient, beautiful, and safe.
The secret to Kelley’s success: authenticity and practicality
When Kelley talks about facility management, his passion shines through. “I love how we get to solve problems, often behind the scenes,” he says. “Most guests shopping, visiting their doctor, dining in their favorite restaurant, or visiting any business have no idea our organization is behind the scenes, helping keep that business open and providing a safe and pleasant experience. I get excited about assisting small trade businesses throughout our coverage area to grow their business and support national or even global names. I love the diverse groups of people and various cultures we interact with every day. Giving back is important to me, and my preferred way is through people.”
While leading his team, Kelley emphasizes authenticity, humanity, and checking one’s ego at the door. “We are regular people who happen to specialize in Facility Management and Construction services,” he says. “We get down to business, show up like normal people, and treat others as if they were a close friend or family member.”
Toward that end, Kelley has built his business around a unique set of principles. “Anything and everything we do starts with our core values,” he explains. The first is “Delight All,” which he defines as not only delivering “extreme satisfaction” to clients, but also “taking care of our vendors in the field.”
When asked to explain the second value, “Execute with Excellence,” Kelley explains “sweat the small details, leave no stone unturned, take responsibility, listen, be responsive, and follow up in a timely manner.” This goes hand-in-hand with the business’s next value: “Deliver on What You Promise.” “Do what you say you’re going to do when you say you’re going to do it,” he asserts.
The fourth value, “Help Others Be Successful,” Kelley describes as “being a mentor for team members, setting others up for success, assisting clients with creating and implementing creative solutions to reduce spend and increase experience, leveraging expertise and connections to help vendor partners grow their business, and volunteering when you can.”
Finally, the business’s last value is “Show Appreciation and Be Kind.” “Take the time to say thank you,” he says. “It means the world to others.”
Incredible customer service generates incredible growth
With ethics and standards like these, it’s not hard to see how Kelley has created a positive ecosystem at Laser Facility Management for team members, clients, and partners alike. As a result, his enterprise has grown at an impressive rate.
At only five years old — an age that the majority of businesses don’t make it to — Laser Facility Management already operates in all 50 states, Canada, Puerto Rico, and Guam, and continues to expand aggressively. Having successfully entered multiple verticals in such a short time, Kelley is excitedly looking forward to the grand milestone of his company’s fifth anniversary.
