— Interview with Jason Menser —
R&R: Where are you based, and how long has the company been in business?
Jason Menser: Founded in 1996, SMG Facilities is headquartered in Manasquan, New Jersey, with offices in Sarasota, Florida, and Dallas, Texas. Our “Center of Excellence” is in Roanoke, Virginia.
R&R: What is your name and title, and how long have you been with the company?
Menser: My name is Jason Menser, and I am SMG’s executive vice president. I joined SMG in 2014.
R&R: What trades/services do you offer retailers and restaurants?
Menser: SMG is an Integrated Facilities Management (IFM) company that expertly oversees all aspects of a client’s distributed portfolio while supporting their day-to-day maintenance needs. Our proven process is rooted in a culture of transparency, and our team strives to reduce costs and mitigate risk while transforming facilities into safe and productive environments.
SMG offers an extensive number of trades/services centered around the following:
- Demand & Reactive Services
- Preventative Maintenance
- Project & Program Rollouts
- Emergency/Disaster Response
R&R: In what regions of the country do you conduct most of your business, or are you nationwide?
Menser: SMG is a national provider offering a broad reach of unparalleled service and 24/7/365 support to clients throughout North America.
R&R: What makes your company’s “signature service” stand out in the industry?
Menser: With SMG, “it’s all about the experience,” and our execution is grounded in operational excellence that is supported by a dedicated team and an industry-leading Center of Excellence. Since inception, SMG has striven to exceed client expectations with the goal of reducing maintenance costs and improving efficiencies. SMG can deliver outcomes based on a proven process that leverages technology with economies of scale. For over 25 years, SMG has successfully supported multi-site clients and has achieved an enviable reputation within the industry.
R&R: What kind of feedback do you receive from clients?
Menser: Facilities Management is — by nature — a “reactive” business, and in a world that seeks immediacy, our clients hold us to the highest standard in terms of resolution. We strive for 100% client satisfaction and receive praise for exceeding expectations.
R&R: Why should owner/operators choose your company to be their next vendor partner?
Menser: With COVID-19, outsourcing facilities management has become the standard. Rather than hiring employees or assigning tasks to existing staff, SMG becomes an extension of the client’s team and drives down costs, streamlines operations and improves efficiency.
R&R: How many retail/restaurant clients do you have, and is that sector growing for you? Would you like to name any of your clients?
Menser: Currently, SMG supports a diverse client base of 30,000+ sites throughout North America.
R&R: How did your company keep clients engaged and their facilities maintained during COVID? How did your company navigate most client facilities being closed during spring 2020?
Menser: Communication is critical to our business, and it was never more apparent during the height of the pandemic. COVID forced SMG to reexamine our business and afforded us the unique opportunity to establish new processes. SMG chose to over-communicate with clients to stay better connected and worked closely to address their challenges (ex. re-prioritizing capital projects, deep cleaning, etc.)
R&R: In light of a very tumultuous 2 years, what trends are you seeing in the industry now?
Menser: COVID has accelerated “change” and outsourcing facilities management will continue. Additionally, there will be a renewed focus on “green” as more companies engage partners who provide sustainable equipment and services that can help reduce a client’s carbon footprint.
R&R: What is your advice for FM vendors reacting to this post-COVID climate?
Menser: SMG is fortunate to have established a network of 25,000+ Platinum Trade Partners who “turn the wrench” on behalf of our valued clients. In most cases, those service providers had to adjust their business model with COVID. SMG did our best to support their efforts by “bundling services” in concentrated geographies, examining payment structures, etc. Our service providers and clients have benefited from our adjustments, and those strategies will continue. My advice to service providers: Be patient and be flexible as change is inevitable.
R&R: What predictions do you have — for your company, your industry or both — in 2022?
Menser: SMG will continue to thrive in an environment that recognizes the value of outsourcing facilities management.
While the supply chain is likely 12 months away from correction and the “Great Resignation” will create obstacles for employers, opportunities exist. Employers will reexamine their hiring practices, benefits offered and their ability to offer a safe and flexible work environment, and employees will have greater choice and opportunity. I believe the industry will continue to adapt and I anticipate consolidation of small/regional service providers by larger aggregators.
R&R: Are things finally looking up?
Menser: Forever the optimist — things are improving. Specific to SMG, we are expanding services outside North America with an initial focus in EMEA. Additionally, SMG is launching a new venture — SMG Energy — which will provide an array of energy-specific services (i.e., EV charging, energy management, procurement, utility rebates, etc.).
— Jason Menser is executive vice president of SMG Facilities. This Q&A originally was published in the December 2021/January 2022 issue of Retail & Restaurant Facility Business magazine. For more information in having your company profiled in a future Signature Vendor Spotlight, please contact Scott Royal at [email protected].