Providing Trusted and Collaborative Solutions in Facility Management
The Client
JLL (Jones Lang LaSalle) has been a trusted partner to corporations across the globe for more than 250 years. As a professional services firm, the company provides one-of-a-kind advice and solutions for organizations of all sizes. Among its many teams includes JLL-Mars, whose main responsibility is to be the complete service facility provider for Mars, Inc.’s Thompson’s Station, Tennessee, headquarters. JLL-Mars oversees the property’s upkeep from the building envelope to the roof, which can encompass everything from landscaping to janitorial needs. JLL-Mars is responsible for mitigating risk through business continuity. The JLL-Mars team has been serving the Thompson’s Station’s site for the past four years since the campus was built and opened. The JLL-Mars team is comprised of five individuals, led by Facilities Manager, Terry LeTourneau, who makes sure daily operations of the site are ongoing, in compliance, and to the highest quality standards of operation.
“JLL values innovation, so the relationship with Mars, Inc. has been a perfect match,” says LeTourneau. The two companies’ mutuality trickles right down to their contractors and permeates everything they do. “Employees at Mars, Inc. live by the company’s Five Principles—Quality, Responsibility, Mutuality, Efficiency, and Freedom—and our JLL team is united and guided by these principles which inspire us to do our best,” adds LeTourneau.
The Opportunity
JLL-Mars first discovered Maxwell Roofing & Sheet Metal, Inc. as LeTourneau encountered them through a separate JLL account in Murfreesboro, Tennessee. As Maxwell Roofing was the preferred service provider for this JLL property, LeTourneau had the opportunity to learn firsthand about the steady maintenance and quality service of the Maxwell team. LeTourneau contacted Maxwell Roofing, who came on-site to meet with JLL-Mars and evaluate the facility’s needs. “It seems like just yesterday that we sat down with the Maxwell team and discussed our facility needs and the scope of the work. Three years later, Maxwell Roofing still provides us with repair and maintenance, roof audits, roof inspections, and more,” says LeTourneau, who gives high praise for the ways in which the Maxwell team sets a high bar in service standards.
“Maxwell Roofing’s response time is always impressive. Even when it’s raining, we can always count on them to be here, and especially if there’s ever a business impact emergency,” affirms LeTourneau. JLL-Mars also appreciates the Maxwell team’s attentiveness, copious notes, Google images, building labels, and more. LeTourneau explains, “There’s never been a time when Maxwell Roofing has not been on site within 24 hours. They always make us feel like we’re the most important customer, which gives us a peace of mind when potential roofing issues might occur.”
The Solution
As for what makes the relationship with Maxwell Roofing & Sheet Metal, Inc. so good, LeTourneau says, “The first time we met with the Maxwell team, we wanted our relationship to be more than contractually-based. We wanted a vested relationship. That spoke volumes to them. More than just attending to repairs, they also let us know when something else needs replacing or if there are possible warranty issues on the horizon.” JLL-Mars also values that they can always depend on seeing the same Maxwell Roofing service technician who knows their facility inside-out.
When asked how Maxwell Roofing & Sheet Metal, Inc. improves the JLL-Mars facilities, LeTourneu explained, “We had a four-year leak in our dry goods warehouse. When the Maxwell team first arrived, they were shocked to see the number of patches (maybe 35). At the time, the account manager gave us a quote to replace unit to unit, and within two days, they had it completely taken care of, and it hasn’t leaked since.” For other businesses in the market for commercial roofing and repair services, JLL-Mars encourages getting to know Maxwell Roofing & Sheet Metal, Inc. LeTourneau affirms, “You should always choose peace of mind over price. We won’t haggle over peace of mind. Companies have the choice of taking the easy way out versus partnering with a long-term, responsive, accessible, and attentive vendor. Choose the latter. Choose Maxwell Roofing.”