Image commercially licensed from Unsplash

Helpful. Professional. Diligent. Dedicated.

Those are the kind of words that are used to describe Laser Facility Management in the more than 100 five-star Google reviews that its clients and partners have posted. The team at Laser promises to provide uniquely tailored solutions that result in functional, safe, healthy, and enjoyable commercial environments. And the reviews provided by their clients prove that they can be trusted to deliver on that promise.

“Too many companies make promises that never get fulfilled,” says Bryan Kelley, founder of Laser Facility Management. “They launch new support services and do well for a season, but the quality quickly tails off. Oftentimes, this is because companies do not proactively hire and train, thus they scurry to add individuals to new accounts, many of which do not know the industry.”

Laser’s commitment to world-class customer service has allowed it to stand out as a facility management company that delivers reliably, consistently, and on time. The company was founded on one guiding principle: to be laser-focused on the customer. Whether they are providing facilities management for client portfolios in retail, medical retail (aks “medtail”), hospitality, entertainment, restaurant, convenience, or commercial, Laser’s promise is that they will sweat the small details and make sure projects are completed on scope, on time, and on budget.

“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,” explains Kelley. “I love how we get to solve problems for our clients, often behind the scenes.”

Solving the customer service problem

Kelley already had a successful career in facilities management when he had the idea for Laser. He was a facility manager with Michael Kors, maintaining 350 stores across the US. In that role, he saw firsthand that the customer service provided by the vendors with whom he worked could stand to be improved.

“I’ve always been someone who was focused on customer service, so I was quick to notice that the level of service I was experiencing with the vendors serving our projects was not meeting my standards,” Kelley shares. “I respected the vendors for getting the job done, but I often was given updates on projects that would be fluff, not answering the questions that I had. There was a lack of authenticity and transparency.”

Kelley came to believe that a facility management company that was laser-focused on providing excellent customer service would thrive in the industry. Laser Facility Management was born from that belief and quickly established itself as a top facility management provider. After only five years in the industry, Laser has earned clients in all 50 US states, as well as Canada, Puerto Rico, and Guam.

Providing consistent and reliable communication

One of the key frustrations that Kelley experienced during his time with Michael Kors was the poor communication provided by vendors. As a facility manager, he needed to know if projects were proceeding as planned. Too often, the updates he was given lacked both substance and details.

When Kelley launched Laser, he was committed to providing the type of communication that he had wanted as a facility manager. According to Laser’s clients, he has made good on that commitment. Google reviews describe Laser as “very communicative,” “on top of everything,” “knowledgeable,” and “quick to respond.” One reviewer states that Laser’s “communication, attention to detail, and follow up are 2nd to no one.”

Laser claims that few companies are structured to provide its depth-of-field experience, certified expertise, best-in-class processes, and continuous client collaboration. Client reviews, such as this one, prove that to be the case: “I’m often surprised at how much the staff knows about the work being done — this isn’t common, usually the office staff with management companies has no idea what we are doing and it creates massive confusion when trying to get authorization for repairs.”

Bringing thought leadership to facility management

Facility management has become increasingly complex during the last few years. From global pandemics to supply chain issues to tight labor markets, a variety of challenges have emerged that demand thoughtful, innovative solutions. Laser, as a thought leader in the field, has shown itself to be focused on and successful at providing those solutions.

“Our role is to acquire and manage multiple thought leaders so we can have those skill sets ready when our clients need them,” Kelley explains. “Innovation in our facilities industry has much to do with farming the best practices from numerous thought leaders, and then putting those best practices in place — whether they be in new technologies, customer service support processes, or trade processes.”

This commitment to innovation comes together with Laser’s other values to uniquely position them as a company that can solve problems, regardless of how unique or complex those problems may be.

“We take the time to understand our clients’ needs and search for a solution from all angles,” Kelley says. “Once we identify multiple possible solutions, we present them in a clear fashion, with cost transparency, so that we can deliver on promises and provide a great customer experience.”