Understanding the Importance of Specialization

As a business owner, attempting to juggle multiple roles can often lead to mediocrity. Instead, it's beneficial to enlist specialists in various fields. This strategy not only enhances the organization but also improves customer satisfaction.

In our series titled "5 Things I Wish Someone Told Me Before I Began Leading My Company," I had the opportunity to speak with Mark Cedar, a prominent figure in the janitorial services sector and the founder of AK Building Services.

Mark Cedar has been at the forefront of tailored cleaning solutions for commercial properties for over twenty years. Under his leadership, AK Building Services has established itself as a leading provider of comprehensive janitorial services throughout South Florida. His unique combination of entrepreneurial spirit, industry knowledge, and financial expertise drives his customer-centric approach and strategic vision.

Mark's introduction to the cleaning industry came early, thanks to his father, Jon Cedar, the founder of Action Kleen Systems. While still in high school, Mark gained hands-on experience by supervising office buildings and learning the trade from the ground up.

After graduating high school, Mark pursued a bachelor's degree in accounting at Bentley College and later earned a master's in taxation from Northeastern University, along with his CPA license. His career in reputable firms like Deloitte & Touche and Price Waterhouse Coopers allowed him to hone his customer service skills, especially during complex mergers and acquisitions. However, his entrepreneurial drive urged him to return to his roots in the cleaning industry.

Mark has successfully expanded AK Building Services through strategic acquisitions and an unwavering commitment to customer service. He is recognized for his ability to connect with clients and act as an integral part of their teams, providing essential guidance and support.

Mark collaborates closely with his wife, Shari, at AK Building Services, while their two teenage sons are still contemplating their future roles in the family business. Outside of work, Mark enjoys cheering for his sons on the soccer field and basketball court, or honing his skills on the tennis court.

Before we delve deeper, could you share a bit about your background and how you entered this industry?

I grew up immersed in the commercial cleaning sector, as my father started Action Kleen Systems in Miami, Florida, in 1972. As a child, I learned the ropes by sweeping floors and cleaning restrooms. Although I have immense respect for my father, we decided it was best to forge our own paths. I ventured into finance and accounting, working at major firms like Price Waterhouse Coopers. However, my entrepreneurial instincts eventually drew me back to commercial cleaning. I acquired a small cleaning business in West Palm Beach while still working in the corporate sector. It wasn't until I left my corporate job entirely that I could fully dedicate myself to my venture.

Today, AK Building Services stands as a leading family-owned commercial janitorial service provider and one of Florida's largest privately held cleaning companies.

What was the pivotal moment that inspired you to establish your current company?

My time in the corporate world involved long hours and extensive travel, which often kept me away from my family. I realized that regardless of my work ethic, I was just another expendable employee in the corporate machine. This realization prompted me to refocus on my family and consider building a company where I could invest my heart and soul. I understood that with my determination, I could succeed by pouring my effort into my business.

Can you recount some early challenges you faced? Did you ever contemplate giving up, and what kept you motivated?

After purchasing my first home, I was laid off from my accounting job, coinciding with my wife's departure from her TV production role to start a public relations firm. The timing was tough; I had just acquired the cleaning company, but it wasn’t enough to support my family. The stress was immense, especially with two young kids and a mortgage. I pushed through, fueled by a desire to grow AK Building Services. My wife was my rock during this time, urging me to commit fully to the business. Her support made it clear that I had to choose a path and dedicate myself completely.

How are things progressing now, and how did your resilience contribute to your success?

Today, we proudly employ over 600 dedicated individuals and serve a variety of locations across Florida, including office buildings, schools, and medical facilities. The journey has been challenging yet rewarding. My financial expertise, combined with our team’s commitment to excellence, sets us apart. I'm passionate about acquiring smaller cleaning companies and integrating them into AK Building Services.

What distinguishes your company in the industry? Can you share a notable experience?

My priority is to care for every customer, both internally and externally. If I commit to a task, I see it through. My guiding principle is "quality service before profit." For instance, one of my clients contacted me late one day, needing an overnight cleaning team for an unexpected facility audit. We managed to get the job done at no extra charge, ensuring the client was satisfied. That’s the essence of our service.

Can you recount a humorous mistake you made early on and the lessons learned?

Our employee handbook prohibits bringing family or friends to customer sites. One day, a customer called to report a missed garbage can and, surprisingly, a dog-related issue on her desk. It turned out one of our employees had brought their dog to work. While the handbook didn’t specify pets, I quickly learned that clarity is essential in policy. Now, we explicitly state that pets are not allowed at customer sites.

Looking back, was there advice given to you that you now wish you hadn't followed?

My father advised against acquiring cleaning companies outside of Florida, believing it would be too challenging. Unfortunately, I passed on a chance to buy a business in Georgia. While we've thrived in Florida, I realize now that I should have considered expanding our horizons.

As a successful leader, what three character traits do you attribute to your achievements?

1. Drive - My determination propels me to succeed for my team, clients, and family.
2. Patience - I understand that some opportunities take time to develop, and I remain committed to the long game.
3. Resilience - The cleaning industry can be tough, but each setback only strengthens my resolve.

What advice would you give colleagues in your field to help them avoid burnout?

Building a strong team and learning to delegate is crucial. Hiring an operational manager and a reliable accountant/bookkeeper may seem like a challenge initially, but their contributions are invaluable for sustainable growth. Trying to handle everything alone can lead to burnout.

What common mistakes have you seen other CEOs and founders make, and how can they avoid them?

Many founders attempt to wear too many hats. It's crucial to build a trustworthy team with complementary skills. Attempting to do everything limits growth opportunities and can lead to mistakes.

What aspect of running a company do you think is often underestimated?

Sales and marketing strategy is frequently overlooked. Without effective efforts to attract new business, companies risk stagnation. Having a dedicated team to create memorable customer experiences is vital for sustaining a positive reputation.

Finally, what are your "5 Things I Wish Someone Told Me Before I Began Leading My Company"?

1. Don’t take customer complaints personally; they are learning opportunities.
2. Hire specialists who can bring value to the organization.
3. Rapid growth can be detrimental without a solid infrastructure.
4. Delegation is key; you can't do it all alone.
5. Stay focused on your goals to avoid getting lost in daily tasks.

If you could initiate a movement to benefit others, what would it be?

I would advocate for creating legal employment opportunities for immigrants awaiting work authorization in the U.S. Many hardworking individuals are eager to provide for their families.

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