Hard Refresh | An ISSA Podcast

It’s Halloween on Hard Refresh — and things get a little western. 🤠Caden Hutchens and Karina Neff saddle up with Brian Lee, owner of Express Time Solutions, for a faith-filled, tech-twistingconversation about leadership, service, and the heart behind innovation.From cleaning theaters at 3 a.m. to building one of theindustry’s leading software companies, Brian shares how faith, family, and humility shape everything he does — and why serving customers isn’t so different from ministry.Quick Control:Catch the ISSA Innovation & Tech Committee in Las Vegas:Caden speaking on Monday, Nov. 10 (1:45–2:45)CLX session on Tuesday, Nov. 11 (2:30–3:30)AI In Action session on Wednesday, Nov. 12 (2:30–3:30)Come see Brian and the Express Time Solutions team at the ISSA Show North America — Booth #3459!Last episode: Evolving Client Expectations with Lisa Macqueen (Ep. 28)Clear Cache:Two Truths and a Lie: Heart attack at 17, two holes-in-one, wrecked the church vanThe leap from ministry to software leadershipBuilding a business rooted in humility, faith, and serviceWhy technology still needs people at the heart of connectionStewardship in leadership and family — and what it means to “work as unto the Lord”💡 “Technology is good, but it doesn’t replace people. It’s not magic — you still have to go out and do something about it.”🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, or wherever you get your podcasts.Connect with the Hosts & Guest:Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/Karina Neff – https://www.linkedin.com/in/karina-neff-01b0782a/Brian Lee – https://www.linkedin.com/in/brian-lee-11909011a/👥 Join the ISSA Tech & InnovationCommunity on LinkedIn:https://www.linkedin.com/groups/13063462/

Evolving Client Expectations | E28 – Hard Refresh – An ISSA PodcastIn this episode of Hard Refresh, hosts Caden Hutchens and Karina Neff sit down with Lisa Macqueen, Co-Founder & Director at CleanCorp, to talk about how client expectations are evolving and what building service contractors need to do to keep up. From strategic partnerships to company culture, Lisa brings more than 30 years of perspective on what it takes to win in today’s cleaning industry.In This Episode:🔹 Quick Control:Be sure to catch the Innovation & Tech Committee at the ISSA Show in Las Vegas:• Caden is speaking on Monday, Nov. 10 (1:45–2:45)• CLX session on Tuesday, Nov. 11 (2:30–3:30)• AI Rapid Fire session on Wednesday, Nov. 12 (2:30–3:30)Last episode: Humanizing Technology in Client Relationships with Tim Cullinan (Ep. 27)🔹 Clear Cache:Lisa chooses Roasted by AI instead of Two Truths & a LieHow client expectations have shifted from service delivery to strategic partnershipWhy culture and retention are tied directly to client satisfactionThe challenge of balancing growth with consistency and trustLessons from Lisa’s three decades leading CleanCorp💡 “Let’s face it, outside of our industry, there’s not really a lot of people advocating for us. There are misconceptions — very old ones — and it’s up to us to change the way people think.”🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, or wherever you get your podcasts.Connect with the Hosts & Guest:Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/Karina Neff – https://www.linkedin.com/in/karina-neff-01b0782a/Lisa Macqueen – https://www.linkedin.com/in/lisamacqueen/👥 Join the ISSA Tech & Innovation Community on LinkedIn:https://www.linkedin.com/groups/13063462/

In this episode of Hard Refresh, hosts Caden Hutchens and Karina Neff sit down with Tim Cullinan of Janitronics to explore how technology can strengthen client relationships without losing the human connection. From proactive quality control to the simple act of remembering custodians by name, this conversation digs into the balance between data, trust, and people.In This Episode:🔹 Quick Control:Don’t miss the VEO Conference: https://issa.com/veoBe sure to catch the Innovation & Tech Committee at the ISSA Show in Las Vegas:• Caden is speaking on Monday, Nov. 10 (1:45–2:45)• CLX session on Tuesday, Nov. 11 (2:30–3:30)• AI Rapid Fire session on Wednesday, Nov. 12 (2:30–3:30)Last episode: Faith, Tech & Timeless Lessons with David Lee (Ep. 26)🔹 Clear Cache:Two Truths & a Lie: Rome, Dave Chappelle, and Hispanic Heritage MonthWhy client trust is built by people—and how tech supports itMaking quality control proactive and collaborativeHumanizing technology so it feels warm, not coldDay staff as part of the client’s “family,” with tech backing their impactThe ultimate goal of data: creating space to serve people better💡 “Technology in itself doesn’t create trust with our clients. Our clients trust us as people.”🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, or wherever you get your podcasts.Connect with the Hosts & Guest:Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/Karina Neff – https://www.linkedin.com/in/karina-neff-01b0782a/Tim Cullinan – https://www.linkedin.com/in/tim-cullinan-13508241/👥 Join the ISSA Tech & Innovation Community on LinkedIn:https://www.linkedin.com/groups/13063462/

In this episode of Hard Refresh, hosts Caden Hutchens and Karina Neff sit down with David Lee, longtime industry leader and entrepreneur, for a conversation that spans faith, family,technology, and the business lessons only decades in the field can teach.From building teams and avoiding “monsters” in softwaredevelopment to reframing what AI really means, David brings a wisdom-first perspective that challenges leaders to think beyond short-term gains and build with purpose.In This Episode:🔹 Quick Control:Don’t miss the VEO Conference later this month: https://veoconference.com/veo-conference-siteWatch for registration for CLX in Las VegasCatch last week’s episode: Trusting the Data with Tim Moriarty (Ep. 25)🔹 Clear Cache:Two Truths & a Lie: buying a brand-new home at 18, skiingin Hawaii, and getting a friend’s daughter on the 40-yard line at a New OrleansSaints game to sing the National AnthemGod, family, and work as an integrated life modelThe dangers of overbuilding tech and creating “monsters” no one can useWhy AI is less about artificial intelligence and more aboutartificial influenceLessons from decades of leadership in cleaning and softwareServing people with excellence, not chasing money as the end goalWhy timeless principles still guide the future of innovation💡 “AI doesn’t stand for artificial intelligence. It stands for artificial influence—because true intelligence comes from a creator.”🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, or wherever you get your podcasts.Connect with the Hosts & Guest:Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/Karina Neff – https://www.linkedin.com/in/karina-neff-01b0782a/David Lee – https://www.linkedin.com/in/david-lee-43840612/👥 Join the ISSA Tech & InnovationCommunity on LinkedIn:https://www.linkedin.com/groups/13063462/

📊 What if your next best decision wasn’t a guess—but a calculation?In this episode of Hard Refresh, hosts Caden Hutchens and Karina Neff are joined by Tim Moriarty, Co-Founder of Data Insights Consulting and member of the ISSA Technology &Innovation Committee. Together, they dive into the emotional and operational sides of working with data—and how smart systems, built with trust and clarity, can drive real results.In This Episode:🔹 Quick Control:Watch the Customer Retention Webinar:https://www.issa.com/articles/what-does-best-in-class-customer-retention-look-like-for-a-building-service-contractor-bsc/CLX Las Vegas is coming soon—register today!Don’t forget to support the VEO Conference: https://www.issa.com/events/veo-conference/(Caden’s emceeing the gala 👀)🔹 Clear Cache:Two Truths & a Lie: Power BI workouts, state championships, and Lawrence TaylorWhat’s actually missing in dashboards (hint: it’s not math)Why common language is more important than correct formulas“Retention is the new growth” – how to measure the dollars you already have NPS scores, data storytelling, and building trust across rolesHow to combat survivorship bias and gut-based decision-makingData governance tips that don’t require a PhDHidden Figures and Hidden KPIs—how emotional intelligence affects adoptionWhy AI isn’t replacing you—it’s making you a cyborg (in the best way)Final advice from Tim: know the question before you chase the answer💡 “People fear data because they think it’s replacing them. It’s not—it’s enhancing their job. The question is: are you ready to trust it?”🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, or wherever you get your podcasts.Connect with the Hosts & Guest:Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/Karina Neff – https://www.linkedin.com/in/karina-neff-01b0782a/Tim Moriarty – https://www.linkedin.com/in/tim-m-992879a0/👥 Join the ISSA Tech & InnovationCommunity on LinkedIn:https://www.linkedin.com/groups/13063462/

🎤 In this special episode of Hard Refresh, Caden and Karina pause the usual format—no guest, no Two Truths & a Lie—to talk candidly about one of the most meaningful initiatives tohit the industry: the inaugural VEO Conference.Together, they reflect on the why behind the event, the impact of the Hispanic community in the cleaning industry, and whatit means to create space, recognition, and real opportunity for those driving frontline operations across the U.S.In This Episode:🔹 Quick Control:Hard Refresh programming interrupted for this special edition takeoverVEO Conference: One month away—don’t miss this inaugural eventRegister here: https://www.issa.com/events/veo-conference/Use code VEO20 for a discount🔹 Clear Cache:The emotional “why” behind Karina’s mission to launch VEO70% of our industry’s frontline is Hispanic—why that must shape leadership strategyWho VEO is for: business owners, managers, frontline team members, and alliesFrom gala awards to high-impact education: what makes this event differentCultural representation and why it matters for scalable changeIndustry leaders stepping up: sessions on job costing, M&A, women in leadership, inclusive hygiene, and moreA rallying cry: how every part of the industry can help elevate the community that built it💡 “This isn’t just a party. It’s a movement. A moment. A chance to show up for the people who show up for us every single day.”🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, or wherever you get your podcasts.Connect with the Hosts:Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/Karina Neff – https://www.linkedin.com/in/karina-neff-01b0782a/

📶 In this episode of Hard Refresh, hosts Caden Hutchens and Karina Neff sit down with John Kunzier, CEO and President of Invisible Sun Technology, to explore how IoT is reshaping janitorial services—from demand-driven cleaning to real-time proof of service.With decades of experience across tech, marketing, and construction, John shares a fresh, field-tested perspective on using data to drive staffing, compliance, and smarter operations—without creating fear or complexity.In This Episode:🔹 Quick Control:Catch last week’s episode: Flipping the Script on Tech Friction with Libby DeLucien (Ep. 22)🔹 Clear Cache:Two Truths & a Lie: The Panama Canal, Division I volleyball, and the Appalachian TrailWhy transparency and IoT shouldn’t scare middle managersUsing smart sensors to reduce scope creep and track outcomes in real time“Data-influenced” leadership vs. data-obsessed micromanagementHow IoT helped a hospital make the case for more staff within two weeksThe gap between building automation and janitorial tech—and how to close itWhy labor is still the biggest cost—and the biggest opportunity for smart techAdvice for service leaders who want to bring clients along the innovation journey💡 Whether you’re trying to prove value,manage teams better, or implement smarter tools, this episode breaks down howIoT can support better outcomes—not just more oversight.🎧 Subscribe & Follow HardRefresh on Spotify, YouTube, or wherever you get your podcasts.Connect with the Hosts & Guest:Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/Karina Neff – https://www.linkedin.com/in/karina-neff-01b0782a/John Kunzier – https://www.linkedin.com/in/johnkunzier215527978/

💡In this episode of Hard Refresh, host Caden Hutchens is flying solo and sitting down with the powerhouse behind WootRecruit and Sell Convert Clean—Libby DeLucien. From scaling residential cleaning during COVID to building multiple SaaS brands, Libby shares how to avoid tech overload, reduce operational friction, and build smarter systems before you buy the software.If you’ve ever said “we’ll fix it with tech,” this one’s for you.In This Episode:🔹 Quick Control:August 26 Webinar: What Does Best-in-Class Building Retention Look Like? – Led by Gerald Fong (BrightGo) and guestsNext CLX Event: September 23 — AI for Customer Relationship Management (digital learning experience)🔹 Clear Cache:AI-generated roast: KPIs in your coffee, CVS-length email signatures, and moreWhy cleaning companies are actually “SaaS businesses in disguise”The trap of solving every problem with softwareLibby’s "tech stack house cleaning" method for reducing bloatWhy you should build your process first—on paper—before choosing toolsFrom chaos :arrow_right: order :arrow_right: automation: The right sequence for scalingHow Sell Convert Clean turned from a web quoting tool into a quoting systemProactive vs. reactive automation: Don’t just fix problems—prevent them💬 “Don’t automate chaos. Get clear on what you’re doing, why, and who it’s for—then go shopping for software.”🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, or wherever you get your podcasts.Connect with the Host & Guest:Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/Libby DeLucien – https://www.linkedin.com/in/libbydelucien/

🧹 What does six decades in the cleaning industry teach you? In this episode of Hard Refresh, host Caden Hutchens and co-host Karina Neff sit down with Ron Segura, President of Segura & Associates and a true industry legend, to trace the arc of cleaning technology from hydrochloric acid to AI-powered operations—and everything in between.With 60 years of experience across contracting, distribution, consulting, and a decade leading janitorial operations at WaltDisney Co., Ron brings history, perspective, and practical wisdom for the next generation of cleaning leaders.In This Episode:🔹 Quick Control:Upcoming August 6 Webinar led by BrightGoStay tuned for the next CLX topic + in-person event in Las VegasCatch last week’s episode: Biometrics & Behavioral Change with Josh Vesely of Findd (Ep. 19)🔹 Clear Cache:Two Truths & a Legend: Henry Winkler, Bette Midler, and Disney secretsFrom hydrochloric acid to neutral cleaners: How chemical innovation shaped the industryThe Disney decade: Managing 5M sq. ft. of corporate real estate and 120 in-house janitorsThe danger of promoting features instead of benefits when selling technologyHow to win sustainability buy-in (and get written into your client’s annual report)Why software doesn’t solve root causes—people doThe “repetitive problem” gap and how tech can finally close itRon’s call to the next generation: why the industry’s future is brighter than ever💡 Whether you’re a BSC, distributor, or manufacturer, this episode is a masterclass in honoring the past while building the future of cleaning.🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, or wherever you get your podcasts.Connect with the Hosts & Guest:Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/Karina Neff – https://www.linkedin.com/in/karina-neff-01b0782a/Ron Segura – https://www.linkedin.com/in/seguraassociates/

🧠 In this episode of Hard Refresh, hosts Caden Hutchens and Karina Neff sit down with Josh Vesely from Findd to dig deep into what it actually takes to roll out biometric tech in the janitorial world—and why success has way more to do with people than software.From facial recognition and sentiment analysis to practicalchange management, this conversation isn’t about flashy features—it’s about making adoption real at scale, without losing trust or traction.In This Episode:🔹 Quick Control:Last week’s episode: Tech, Trust & Turnover with Michelle Audas from Swept (Ep. 18)Catch up on our Mini-Series from ISSA BGS: Episodes 15–17Next guest: Industry veteran Ron Segura joins the show🔹 Clear Cache:Josh’s AI roast—read live on the airWhat makes facial recognition more worker-friendly than other biometricsWhy “liveness detection” is changing how we clock in and track accountabilityUsing sentiment analysis to flag burnout before it spreadsHow Findd adapts to real-life shifts: facial hair, glasses, moodChange management strategies that actually work at the frontline levelWhy the worst-performing site is the best place to pilot new techThe “readiness, willingness, ableness” model of real-world implementationGold nugget: Slow down to speed up—don’t rush the rollout, or the ROI💡 Whether you're scaling systems, updatingsoftware, or just trying to get your team to use the new app—this one’s packedwith field-tested lessons on tech adoption that lasts.🎧 Subscribe & Follow HardRefresh on Spotify, YouTube, or wherever you get your podcasts.Connect with the Hosts & Guest:Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/Karina Neff – https://www.linkedin.com/in/karina-neff-01b0782a/Josh Vesely – https://www.linkedin.com/in/joshvesely/

🧠 What does it take to scale a janitorial business without drowning in fires, friction, and failed tech?In this episode of Hard Refresh, host Caden Hutchens sits down with Michelle Audas, CEO of Swept Janitorial Software, for a straight-talking conversation on systems, leadership, and whatreally separates stuck businesses from scalable ones.From the “death by a thousand cuts” metaphor to vision-driven strategy, Michelle unpacks why most cleaning companies stall, and how the best ones break through.In This Episode:🔹 Quick Control:Mini Episode 1: Vision & Vulnerability with Channing Johnson (Ep. 15)Mini Episode 2: Values-Based Growth with Luis da Costa (Ep. 16)Mini Episode 3: RFP Strategy & Frontline Trust with KleenMark (Ep. 17)🔹 Clear Cache:Two Truths & a Dream: Marathons, Iron Man, and golfFrom commercial banking to CEO of SweptWhat leaders get wrong about their field teams—and why that creates turnoverThe disconnect between tech purchase and process clarityStrategy before software: why tech isn’t a magic fixWhat successful operators actually do to retain employeesWhy defining SOPs too late can kill culture and momentumReal talk on competition and collaboration💡 Whether you're building tech, managing teams, or scaling from solo to CEO, this episode will help you slow down, get strategic, and lead on purpose.🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, or wherever you get your podcasts.Connect with the Host & Guest:Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/Michelle Audas – https://www.linkedin.com/in/michelle-audas/

💼 In the third and final mini episode recorded live at ISSA’s Business Growth Strategies conference, Hard Refresh co-host Caden Hutchens sits down with Billy McGrail and Michael Staver of KleenMark to talk about breaking free from the low-bid trap—and building a sustainable growth model rooted in value, trust, and people.From hockey careers to tariff strategy to RFP landmines,this episode is a masterclass in how KleenMark balances profit with purpose across distribution and BSC operations.In This Episode:🔹 Quick Control:Missed Mini Episode 1? Go back to Ep. 15 with Channing Johnson of KP Building ServicesMini Episode 2 (Ep. 16): Luis da Costa of Modular Concepts on values-based growthMain Series Ep. 14: Alex Crowley & Brad Klein on vertical brand strategy🔹 Clear Cache:Why chasing volume and cutting prices nearly broke KleenMark’s margin—and cultureHow value-based selling improved long-term retention, morale, and reinvestmentUsing consultative strategy and quarterly usage reports to “get sticky” with clientsTariff talk: Proactive price change conversations that built deeper trustRFP strategy: Educating clients with real procurement questions to filter low biddersBalancing janitorial and distribution models with the same brand DNATransition plans, multi-tier pricing, and 13-week performance promisesBonus: Billy’s minor league hockey story & Michael’s dreadlocks reveal💡 Whether you’re in operations, sales, or procurement, this conversation reframes how to grow without sacrificing whatmatters most.🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, or wherever you get your podcasts.Connect with the Hosts & Guests:Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/Karina Neff – https://www.linkedin.com/in/karina-neff-01b0782a/Billy McGrail – https://www.linkedin.com/in/billy-mcgrail-5687474a/Michael Staver – https://www.linkedin.com/in/michael-staver-115752b5/

💡 In the second mini episode recorded onsite at the ISSA Business Growth Strategies conference, Hard Refresh co-host Caden Hutchens sits down with Luis da Costa, founder of Modular Concepts, to explore how a relationship-first mindset creates profit, retention, and peace of mind—even without a sales team.From his community-first growth strategy to a 36% EBITDA,Luis shares a radically different view of success in the janitorialindustry—one where trust, not bids, drives long-term business value.In This Episode:🔹 Quick Control:Missed Mini Episode 1? Catch our conversation with Channing Johnson from KP Building Services (Ep. 15)Main Series Episode 14: Scaling Smarter with Alex Crowley and Brad KleinStay tuned for Mini Episode 3 (next week)🔹 Clear Cache:Two truths and a lie—featuring Brazilian soccer, immigration, and a car crash in the jungleHow Modular Concepts grew by referral, not RFPsWhy Luis avoids contracts, marketing, and outbound salesWhat public schools taught him about his team’s efficiency and valueRunning a business with 36% margins and zero growth pressureWhy “commitment at your service” is more than a slogan—it’s a strategyThe value of being known for reliability in a sea of low-bid operatorsBuilding a company your community trusts—and your employees never want to leave🎯 Whether you’re scaling fast or intentionally staying small, this episode is a reminder that your values are your advantage.🎧 Subscribe & Follow HardRefresh on Spotify, YouTube, or wherever you get your podcasts.Connect with the Hosts & Guest:Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/Karina Neff – https://www.linkedin.com/in/karina-neff-01b0782a/Luis da Costa – https://www.linkedin.com/in/lhthomaz/

💥 We’re live from the ISSA Business GrowthStrategies conference with the first of three special mini episodes! Co-hosts Karina Neff and Caden Hutchens sit down with Channing Johnson, President of KP Building Services, for a powerful conversation on leadership,perfectionism, and scaling tech the right way.From emotional burnout to building SimonServe (acustom-built operations platform), Channing shares hard-earned lessons on growth, delegation, and trusting your team—plus one unforgettable company ritual involving a headstone.In This Episode:🔹 Quick Control:Last episode: Scaling Smarter with Alex Crowley and Brad Klein – recorded live from ISSA BGSComing up next: Mini Episodes 2 and 3, featuring more onsite conversations from ISSA HQ🔹 Clear Cache:How perfectionism almost stalled KP Building Services’ growthThe role of therapy, EO, and executive coaching in becoming a better CEO“Trust but verify” as a leadership mindsetThe burial of status quo: a literal headstone and company-wide resetBuilding SimonServe to reduce manual labor, unify operations, and prep for M&AUsing tech to create role clarity, time savings, and long-term team buy-inLaunching What’s the Stuck?—Channing’s coaching and consulting venture for ops leaders💡 Whether you’re leading a BSC, building aplatform, or coaching your team through change, this episode is your permission slip to slow down, let go, and scale smarter.🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, or wherever you get your podcasts.Connect with the Hosts & Guest:Karina Neff – https://www.linkedin.com/in/karina-neff-01b0782a/Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/Channing Johnson – https://www.linkedin.com/in/channing-johnson-a0833925/

We hit record live from the floor at ISSA’s 2025 BusinessGrowth Strategies Conference in Chicago! In this special edition of HardRefresh, co-hosts Karina Neff and Caden Hutchens talkbusiness strategy, brand perception, and employee impact with special guestsfrom the field:Alex Crowley, Vonachen GroupBrad Klein, Building Professionals of TexasWhat’s better—unified brand strategy or specializedverticals? The answer might surprise you.In This Episode:Quick Control:Don’t miss CLX: Robotics & Automation on June 24Register here: https://us02web.zoom.us/meeting/register/zHuyXqp4Ta2DnqTveoB1tw#/registrationClear Cache:Two truths and a lie: Legal surprises, drywall damage, andsports stadiumsVonachen Group’s journey from multi-brand fragmentation to a unified powerhouse across 14 statesWhy Brad built brands like EduClean and MediCleanunder one umbrella for sales psychologyHow verticals can boost perception and profits in cardealerships, churches, and medical spacesThe key to growth: Focus, systems, and relationships—notjust charisma or cheap bids💡 Hard Refresh is where the cleaning industry clears its cache—debunking bad tech habits, challenging tired narratives, and spotlighting operational excellence.🎧 Subscribe & Follow HardRefresh on Spotify, YouTube, or wherever you get your podcasts.Connect with the Hosts & Guests:Karina Neff – https://www.linkedin.com/in/karina-neff-01b0782a/Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/Alex Crowley – https://www.linkedin.com/in/alex-crowley-14475798/Brad Klein – https://www.linkedin.com/in/brad-klein-c-b-s-e-2739b83/

🚽 Toilet talk—elevated. In this episode of Hard Refresh, hosts Karina Neff and Caden Hutchens dive deep (pun intended) into bathroom tech and brand psychology with Rob Poleki, Founder & CEO of Washie and self-proclaimed restroom revolutionary.From his roots in government to a viral Shark Tank momentthat never aired, Rob shares how he turned a seemingly “crappy” problem into a category-defining smart toilet seat—and a cultural movement around restroom dignity.In This Episode:🔹 Clear Cache:• The absorbent lie about toilet seat covers—and what we’ve all been doing wrong• Washie’s origin story: from elected official to inventor of the first smart public toilet seat• Delta Sky Club’s 5-star restroom experience and how it started with a single customer complaint• The psychology of public restrooms (stall 3 is not the move)• How Washie is using data and IoT to reinvent cleaning operations, reduce waste, and boost customer confidence• The secret to sustainable restroom design—and why “sharticles” might be Rob’s greatest marketing moment• 🚨 Washie Home is coming. Yes, for residential use.🔹 Quick Control:• Washie’s Free Trial Offer – For the month of June, facilities can try Washie free for 30 days• ISSA Business Growth Strategies – June 10–11 in Chicago Register hereUse code BGS10! for 10% off• CLX: Robotics & Automation – June 24Register here• Last episode: AI, Autonomy & Robots with Brain Corp’s David Pinn💡 Whether you're a facility manager, real estate operator, janitorial provider—or just a parent of teenage boys—this episode is for anyone who’s ready to rethink what clean really means in 2025. 🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, and your favorite podcast platform.Connect with the Hosts & Guest:Karina Neff – https://www.linkedin.com/in/karina-neff-01b0782a/Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/Rob Poleki – https://www.linkedin.com/in/robpoleki/

🤖 It’s the most requested topic we’ve everhad—and we finally deliver! In this episode of Hard Refresh, hosts Karina Neff and Caden Hutchens welcome David Pinn, CEO of Brain Corp, for a deep dive into the future of robotics in the cleaning industry. From warehouse floors to Walmart supercenters, David shares how AI and robotics aretransforming facility management—without replacing frontline workers.If you’ve ever wondered what the real impact of robots is on your team, your P&L, and your customer experience, thisconversation will reset your thinking.In This Episode:🔹 Quick Control:• CLX Event on Robotics – June 24👉 Register here: https://us02web.zoom.us/meeting/register/zHuyXqp4Ta2DnqTveoB1tw#/registration• ISSA Business Growth Strategies – June 10–11 in Chicago (Acquisition, Retention & Expansion Workshop + Live Podcast)👉 More info here: https://events.issa.com/events/2025-business-growth-strategies/💥 Use code BGS10! for 10% off• Recap: Funded or Fumbled with Brian Snow• Next up: Rob Pilecki from Washi—don’t miss it!🔹 Clear Cache:• The myth of “full autonomy” and why robots aren’t replacing humans (yet)• Why floor care is the perfect starting point for robotics in cleaning• How Brain Corp partners with OEMs to create a premium experience• The role of data, telematics, and analytics in scaling cleaning operations• Building trust with frontline teams: training, motivation, and ongoing support• From floor care to shelf-scanning: how “Automate the Aisle” is shaping the future of facility management• ROI benchmarks: When does robotics make sense for your business?🎯 Whether you’re a facility manager, BSC,or tech leader exploring the frontier of AI and automation, this episode offerspractical insights—and a vision for the road ahead.🎧 Subscribe & Follow HardRefresh on Spotify, YouTube, and your favorite podcast platform.Connect with David: https://www.linkedin.com/in/dpinn/Connect with Karina: https://www.linkedin.com/in/karina-neff-01b0782a/Connect with Caden: https://www.linkedin.com/in/caden-hutchens/

💰 Ever wonder what it takes to get real venture capital in the cleaning industry? In this episode of Hard Refresh, co-hosts Karina Neff and Caden Hutchens sit down with Brian Snow, Managing Partner at Impala Ventures, to break down how VC firms assess janitorial tech—and why most startups fumble before they’re funded.From AI-powered cleaning sensors to robotic scrubbers, this episode reveals what investors are actually looking for, why grit matters more than pitch decks, and how the next decade of cleaning tech will be shaped by capital, culture, and clarity.In This Episode:🔹 Quick Control:• CLX returns June 24 — Topic: Robotics 🤖• Join our live Hard Refresh podcast + workshop at ISSA Business Growth Strategies (June 10–11, Chicago)👉 Register here💥 Use code BGS10! for 10% off• Upcoming July 15 webinar led by Gerald from BrightGo🔹 Clear Cache:• Inside Impala Ventures: how a family office targets built environment tech• Why “janitorial tech” still struggles to scale—and how to fix it• The truth about unicorn founders and the myth of instant funding• What makes or breaks a startup founder (hint: it’s not the slide deck)• How AI, robotics, and sensor-driven models are changing the game for frontline work• Why your customers won’t pay for tech—so bake it into your service• The hidden power of synergizing your portfolio and turning clients into investors🎯 Whether you're a service provider exploring tech, a startup eyeing BSCs, or just curious about how VCs think—this episode is your playbook for making smarter innovation bets.🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, and your favorite podcast platform to stay ahead of the curve.Connect with Brian: https://www.linkedin.com/in/briansnow/Connect with Karina: https://www.linkedin.com/in/karina-neff-01b0782a/Connect with Caden: https://www.linkedin.com/in/caden-hutchens/

💻 As AI accelerates software development, more cleaning industry leaders are asking: Should we build our own software or buy off the shelf? In this episode, co-hosts Karina Neff and Caden Hutchens sit down with Ryan Ferons, Software Architect at Pioneer and the mind behind their proprietary platform Cora, to unpack the real pros and cons of building in-house.Whether you’re drowning in spreadsheets, dreaming of custom tools, or struggling to get your team to use the tech you already have—this conversation will ground your thinking.In This Episode:🔹 Quick Control:• Recap of Roasted by AI and More Software, More Problems with George Boutsalis• Upcoming: Funded or Fumbled with Brian Snow• CLX Virtual Series returns June 24 (Topic: Robotics 🤖)• 🧠 Don’t miss our live podcast + workshop at the ISSA Business Growth Strategies event in Chicago – June 10–11👉  Register here💥 Use code BGS10! for 10% off🔹 Clear Cache:• The Build vs. Buy dilemma: cost, timeline, team dynamics, and cultural readiness• Lessons from 8+ years and over $1M invested into Pioneer’s internal software journey• What AI can (and can’t) do for software builders today• Why most companies should exhaust off-the-shelf options before going custom• How to think about software ROI: acquisition, retention, and expansion🎯 Whether you're a tech tinkerer, scaling operator, or just software-curious, this episode will give you a sobering but strategic lens to evaluate your next big tech move.🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, and your favorite podcast platform to stay ahead of the curve.Connect with Ryan: https://www.linkedin.com/in/ryan-ferons-92a04516/Connect with Karina: https://www.linkedin.com/in/karina-neff-01b0782a/Connect with Caden: https://www.linkedin.com/in/caden-hutchens/

💡 In this episode of Hard Refresh, hosts Karina Neff and Caden Hutchens sit down with George Boutsalis, President of Impact Cleaning Services, to explore the double-edged sword of software overload in the cleaning industry. George shares his family-run business journey, his evolution in tech strategy, and why sometimes, less really is more.Whether you’re leading a cleaning operation or navigating acomplex tech stack, this episode will challenge your assumptions about “best in breed” vs. “all-in-one” and how to align your systems with growth.In This Episode:🔹 Quick Control:• Preview of next week’s episode Funded or Fumbled with Brian Snow from Impala Ventures• Upcoming What Are You Doing? Growth Workshop at the ISSA Business Growth Series in Chicago (June 10–11)🔹 Clear Cache:• “More Software, More Problems” – how George built a tech stack from scratch and why he's now rethinking it• The challenge of data silos and duplicative systems across cleaning operations• Why communication—not structure—might be the key to a successful family business👀 Plus, a hilarious round of Two Truths and a Lie involving vacuum tattoos, multilingual myths, and getting fired twice (by your dad no less).🎧 Hard Refresh delivers sharp takes, honest insights, and tech-first strategies straight from the ISSA Tech & Innovation Committee. 🔗 Subscribe & Follow on Spotify,YouTube, or wherever you get your podcasts.Connect with George: https://www.linkedin.com/in/georgeboutsalis/Connect with Karina: https://www.linkedin.com/in/karina-neff-01b0782a/Connect with Caden: https://www.linkedin.com/in/caden-hutchens/

🧠 In this lively episode, co-hosts Karina Neff and CadenHutchens blend laughs with insight as they explore how AI istransforming the cleaning industry—from frontline language translation to generative marketing strategy.Oh, and did we mention they roast themselves with ChatGPT? Yep, this one’s equal parts humor and hard truths about embracing tech in today’s janitorial world.In This Episode:🔹 Quick Control:Caden and Karina announce their upcoming growth hacking workshop at the ISSA Business Growth Strategies event in Chicago (June 11–12)CLX follow-up and AI implementation stories from the field🔹 Clear Cache:The role of AI as a confidence booster for frontline teams and non-native English speakers• Real tools like ChatGPT, Claude, Lucidchart AI, Midjourney, and Plaud.AI for productivity, communication, and coachingWhy Generative Engine Optimization (GEO) is the new SEO—and how AI is reshaping search and decision-makingHow to use AI for branding, email writing, sales coaching, prompt design, and field ops clarityCreative use cases: AI as your Home Depot assistant, design reviewer, and macros builderCaden’s hot take: AI isn't replacing you; it's exposing inefficiencies. Learn it—or get left behind💡 Whether you’re a tech-forward operator or just starting your AI journey, this episode will give you practical use cases, laughs, and even a new sales tool to try.🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, and your favorite podcast platforms for more candid conversations, practical strategies, and behind-the-scenes stories from the tech side of the cleaning industry.Connect with Karina: https://www.linkedin.com/in/karina-neff-01b0782a/Connect with Caden: https://www.linkedin.com/in/caden-hutchens/

🎙 This week on Hard Refresh, Karina Neff and Caden Hutchens are flying solo (and loving it)! No guest, just a candid conversation between your co-hosts—and some Two Truths and a Lie to kick it off. But don’t be fooled by the playful start—this episode digs into a serious topic: Is digital transformation just a buzzword, or are businesses truly changing?In This Episode:🔹 Quick Control:• Check out the newly released panel: The Great API Debate: Open Ecosystems vs. Walled Gardens• Preview of the next episode featuring Brain Corp — We Want Full Autonomy... Until We Don’t• Interested in joining the ISSA Tech & Innovation Committee? Reach out! Volunteers welcome🔹 Clear Cache:• "Digital transformation"—real change or just digitizing paper?• The crucial difference between digitization vs. transformation• Why companies must evolve culturally—not just technologically• Caden introduces the concept of going from chaos → order → automation• Karina breaks down how transformation is more than just picking the right tool—it’s about strategy, people, and process• How to prioritize tech decisions using Caden’s “triangle” method• Why AI adoption without foundational systems can do more harm than good💡 This episode is perfect for leaders trying to modernize operations, streamline systems, or avoid the traps of tech for tech’s sake.🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, and your favorite podcast platforms for more candid conversations, practical strategies, and behind-the-scenes stories from the tech side of the cleaning industry.Connect with Karina: https://www.linkedin.com/in/karina-neff-01b0782a/Connect with Caden: https://www.linkedin.com/in/caden-hutchens/Interested in serving on the ISSA Tech & Innovation Committee? Contact us to get involved.

In this episode of Hard Refresh, host Caden Hutchens and co-host Karina Neff sit down with Gerald Fong, CEO of BrightGo, to explore the powerful intersection of software development, APIs, and innovation in the commercial cleaning industry. Gerald shares his extensive insights into why APIs are critical for effective data management, seamless software integration, and how businesses can leverage technology to drive efficiency and growth. Throughout the episode, Karina, Caden, and Gerald break down the ongoing debate between open ecosystems and walled gardens, highlighting how each approach impacts data accessibility, user experience, and overall system performance. The discussion further dives deep into the unique technologicalchallenges that cleaning industry businesses face, particularly focusing on data management complexities, user adoption barriers, and integration hurdles. Highlighting the tension between businesses' desire for comprehensive, all-in-one solutions versus the practical reality of managing multiple specialized software systems, Gerald emphasizes the importance of strategic technology optimization. He advocates for adopting solutions that balance simplicity, robust functionality, and seamless API connections, providing users with optimized software experiences that cater specifically to their business needs. The group also discusses critical issues related to onboarding challenges, emphasizing the need for intuitive, user-friendly software solutions designed with diverse user profiles and varying business sizes in mind. The conversation underscores the importance of thorough onboarding processes to facilitate easier software adoption and reduce the friction associated with switching software. Listeners will gain valuable insights into how cleaning industry companies can better utilize existing data through effective technology adoption, improving both internal processes and customer satisfaction. Gerald emphasizes that software solutions should not compromise quality for ease of integration, reinforcing the importance of best-in-class applications connected seamlessly through APIs. 🔑 Key Takeaways: The critical role of APIs in software integration and efficient data management Advantages and limitations of open ecosystems vs. walled gardens in software development Essential considerations for user-centric software design Strategies for overcoming onboarding challenges and improving user adoption rates Balancing single-platform simplicity with specialized, best-in-class solutions Importance of seamless API connections for optimized technology utilization Overcoming challenges related to software switching and maximizing existing software capabilities 🔗 Tune in and join the conversation for in-depth insights into business technology, software innovation, technology optimization, API development, and the future of software solutions tailored for the cleaning industry! Connect with Gerald: https://www.linkedin.com/in/geraldfong/Connect with Karina: ⁠https://www.linkedin.com/in/karina-neff-01b0782a/⁠Connect with Caden: ⁠https://www.linkedin.com/in/caden-hutchens/#API #SoftwareDevelopment #CleaningIndustry #CommercialCleaning #TechnologyInnovation #WalledGardens #DataManagement #BusinessSolutions #SoftwareIntegration #AllInOneSolutions #UserExperience#BusinessTechnology #TechnologyOptimization #OnboardingChallenges#SoftwareSwitching #TechnologyAdoption #IndustryInsights #UserCentricDesign #SoftwareInnovation #TechnologyUtilization #DataAccessibility #BestInClassSolutions #HardRefreshPodcast #ISSA

🎓 Training is back in the spotlight. In this episode of Hard Refresh, hosts Karina Neff and Caden Hutchens sit down with brothers Tony and Vince Maione from Core America and Smart Inspect to talk about something every cleaning organization faces—training that doesn’t stick.With decades of consulting and field experience, Tony andVince unpack why training fails, what real training looks like, and how to avoid common pitfalls when implementing new technology. From shift-based rollouts to language barriers to forgotten Apple passwords—this episode is both tactical and relatable.In This Episode:🔹 Quick Control:Recap: The ROI Fallacy with Jon HillUpcoming: The Great API Debate with Gerald from BrightcoCLX Virtual Series is off to a strong start—thanks to Tony and the committee🔹 Clear Cache:Why training needs to be personalized, not preached• The shift in the cleaning industry post-COVID and the leadership knowledge gapThe role of tech trainers, trainers of trainers, and in-house championsHow to align training with culture, strategy, and stakeholder needsReal-life barriers: language, security, devices, data limits, and connectivityThe case for phased platform rollouts and building user confidence in layers.💡 Whether you’re onboarding a new software platform, launching inspections, or improving culture, this episode offers battle-tested insights from the front lines of tech adoption and workforce training.🎧 Subscribe & FollowHard Refresh on Spotify, YouTube, and your favorite podcast platforms for more candid conversations, practical strategies, and behind-the-scenes stories from the tech side of the cleaning industry.Connect with Tony: https://www.linkedin.com/in/tony-maione-b3b28234/Connect with Vince: https://www.linkedin.com/in/vincent-d-maione-47665325/Connect with Karina: https://www.linkedin.com/in/karina-neff-01b0782a/Connect with Caden: https://www.linkedin.com/in/caden-hutchens/

📉 Is ROI always the right way to measure value? In this episode of Hard Refresh, co-hosts Karina Neff and Caden Hutchens sit down with Jon Hill — long-time CFO, Navy vet, and now CEO of Cobotiq, a robotics company — to debunk the common misconceptions around Return on Investment (ROI) and explore what really drives smart business decisions.Whether you're buying equipment, implementing software, or diving into AI, Jon makes the case that ROI isn't one-size-fits-all—and that relying on it too heavily (or wrongly) might steer your organization off course.In This Episode:🔹 Quick Control:• Shoutout to Zan Compute and last week's episode: The Smart Building Blind Spot• Teaser for the next episode: The Training Trap with Tony and Vince• Register now for the March 25 CLX Virtual Event on Artificial Intelligence🔹 Clear Cache:• Why ROI can be misleading, especially when applied to technology and equipment• Alternative financial models: Net Present Value (NPV) and Internal Rate of Return (IRR)• The importance of strategy alignment and understanding your full P&L, not just labor• The role of clean, credible data in making high-value tech decisions• Using ROI in software and AI adoption—and when qualitative factors matter more than dollars💡 Jon, Karina, and Caden also introduce the “Porcelain Thought” — a reflective final takeaway from each guest. This week? “Just do it” — start getting your data house in order and align it with strategy.🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, and your favorite podcast platforms for more candid conversations, practical strategies, and behind-the-scenes stories from the tech side of the cleaning industry.Connect with Jon: https://www.linkedin.com/in/jonbhill/Connect with Karina: https://www.linkedin.com/in/karina-neff-01b0782a/Connect with Caden: https://www.linkedin.com/in/caden-hutchens/

🎙 Welcome back to Hard Refresh! In this episode, hosts Karina Neff and Caden Hutchens welcome their first guest, Junaith Shahabdeen, CEO and Co-founder of Zan Compute, to explore a critical question: Are smart buildings truly as intelligent as we think, or is there a major blind spot in their integration with cleaning operations? In This Episode: 🔹 Quick Control: New MicroLearning Session: Creating a Culture of Innovation – now available on YouTube Watch the last episode: All in One or All Wrong – The Platform Dilemma CLX Event on March 25 – stay tuned for registration details 🔹 Clear Cache: The Smart Building Dilemma – How well do smart technologies integrate with cleaning operations? Breaking down silos – Why building systems and cleaning tech remain disconnected The role of IoT & AI – How sensor data is evolving cleaning workflows Future of facility contracts – Moving from rigid scopes of work to sensor-driven cleaning models Sustainability & Smart Tech – How smarter tracking of waste, energy, and occupancy can drive greener initiatives ISSA’s Role in Standardization – How ISSA can bridge the gap with training programs for technology adoption 💡 If you're in facility management, commercial cleaning, or tech development, this episode offers critical insights into how data, automation, and AI are reshaping building operations. 🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, and your favorite podcast platform to stay ahead of the curve! Connect with Junaith: https://www.linkedin.com/in/junaith-ahemed-shahabdeen-9335a03/ Connect with Karina: https://www.linkedin.com/in/karina-neff-01b0782a/ Connect with Caden: https://www.linkedin.com/in/caden-hutchens/ 

🚀 Welcome back to Hard Refresh! In this episode, hosts Karina Neff and Caden Hutchens dive into one of the biggest debates in tech: Are all-in-one platforms the best solution, or do they create more problems than they solve?In This Episode:🔹 Quick Control:Upcoming CLX Virtual Event on March 25 - focused on AI for SMBs and AI for BeginnersSpecial guest announcement for the next episode: Juneth from Zan Compute will discuss the Smart Building Blindspot🔹 Clear Cache:The all-in-one platform dilemma - is it really the best approach, or does it limit flexibility and innovation? Real-world experiences with software suites like Zoho, Service CEO and industry-specific toolsThe trade-offs between integration, specialization, and long-term scalabilityHow AI and quantum computing could change the game in the near future. 💡 Whether you're in facility management,commercial cleaning, or tech development, this episode challenges you to rethink how you build and optimize your tech stack.🎧 Subscribe & Follow HardRefresh on Spotify, YouTube, and your favorite podcast platform to stay ahead of the curve in cleaning industry tech and innovation!Connect with Karina: https://www.linkedin.com/in/karina-neff-01b0782a/Connect with Caden: https://www.linkedin.com/in/caden-hutchens/

🎙 Welcome to the official first episode of Hard Refresh! Hosts Karina Neff and Caden Hutchens kick things off with a deep dive into one of the most common misconceptions in business and operations: "The Myth of More Bodies"—the belief that throwing more people at a problem will fix inefficiencies. Spoiler alert: it won’t.In This Episode:🔹 Quick Control:Updates from the ISSA Tech and Innovation CommitteeUpcoming webinars and content initiatives focused on automation, implementation and adaptionPotential townhall and live webinar discussions coming soon🔹 Clear Cache:The "More Bodies" Fallacy - Why adding more people isn't always the answerThe importance of process over people - a controversial take, but one that leads to scalable successWho should lead technology implementation? How IT, operations, client engagement, and leadership play key roles. The critical need for organizational structure and process mapping before rolling out new techHow AI and automation are shaping the future of workforce management💡 If you're in facility operations, commercialcleaning, or tech leadership, this episode will challenge the way you think about scaling, efficiency, and the role of technology in operations.Resources & Links:📌 Join the ISSA Tech & Innovation Community–https://www.linkedin.com/groups/13063462/🎧 Subscribe & Follow Hard Refreshon Spotify, YouTube, and your favorite podcast platform to stay ahead of the curve!Connect with Karina: https://www.linkedin.com/in/karina-neff-01b0782a/Connect with Caden: https://www.linkedin.com/in/caden-hutchens/

Hosted by Karina Neff and Caden Hutchens, Hard Refreshis the official podcast of the ISSA Technology & Innovation Committee. We’re bringing the latest in cleaning industry technology straight to your ears—breaking down trends, challenging assumptions, and spotlighting the innovators shaping the future.Each episode features two key segments:🔹 Quick Control –A rapid rundown of must-know tech updates in the industry.🔹 Clear Cache –A deep dive into tech misconceptions, industry debates, and fresh perspectives from experts across manufacturing, distribution, and facility services.Whether you run a cleaning business, manage in-housefacilities, or support the industry, Hard Refresh is your go-to source for insights, discussions, and expert interviews.🚀 Subscribe now and stay ahead of the curve incleaning tech!Connect with Karina: https://www.linkedin.com/in/karina-neff-01b0782a/Connect with Caden: https://www.linkedin.com/in/caden-hutchens/