— Interview with Carol L. Carey and Pamela M. Roberts —
R&R: Where are you based, and how long has Superior been around?
Carol Carey: Superior Facility Service Group, based in Kathleen, Georgia, is an 11-year-old family-owned company specializing in commercial maintenance and repair, bird control and prevention, and disaster restoration. We provide top-notch care for businesses of all sizes, ensuring accuracy, quick response times and unmatched value. Our mission is to enhance safety, efficiency and comfort in commercial properties.
R&R: An FM company co-owned by two women in an industry that is, for the most part, very male — what challenges and/or opportunities does this present?
Carey: Women-owned businesses in the U.S. have grown by 74% over the past two decades. Despite this, working in a male-dominated industry requires strategies to combat discrimination and bias. We often work harder to secure clients and prove our value as a top-tier facilities service company. However, more women are now involved in all aspects of facilities maintenance nationwide.
R&R: What has been your career path to this point?
Pam Roberts: My career began in multifamily property management. After leaving that field, I transitioned into water damage restoration and mold remediation, which eventually led me to the facilities maintenance industry. Carol and I knew each other from my time in restoration, while she was already established in the FM industry.
R&R: What has been the most rewarding aspect of your daily jobs?
Roberts: The most rewarding aspect is the opportunity to build and grow our company through valued client relationships. We prioritize needs and communication, understanding our clients’ needs and delivering exceptional service. Trust is built through reliability and responsiveness, and we ensure clients feel valued and supported.
Our strategies include: regular communication, personalized service, reliability and consistency, feedback and improvement, and appreciation and recognition.
R&R: Do you have any funny stories from your early days?
Carey: Well, it’s not exactly funny, but it’s something I always look back on with a smile. When I first joined the FM arena at Movie Gallery’s corporate office, coming straight from the finance industry, my boss reassured me, “Oh, this is great! The slow season is coming, and it’s a perfect time for you to learn.” That was back in 2000, and I have yet to experience a slow season. Instead, I quickly learned that maintenance never stops!
R&R: What advice would you give to young people, especially women, just starting out in FM?
Carey: Dive into every aspect of the industry. Acquire as much knowledge and experience as possible, from technical details to broader business strategies. This comprehensive understanding will make you more versatile and boost your confidence in navigating and excelling in this field. Most importantly, never think you have learned all there is to learn and never ever give up or quit.
R&R: In what regions of the country does Superior conduct most of its business?
Roberts: Superior is a nationwide company, servicing clients across the country. Our extensive reach provides several advantages to our clients: consistent service quality, streamlined communication and the convenience of a single provider for all facilities management needs regardless of location.
R&R: What makes you stand out in a crowded industry?
Carey: Superior Facility Service Group stands out due to our success, stellar reputation and status as a women-owned business, reflecting our commitment to excellence and diversity in facilities management.
R&R: What kind of feedback do you receive from clients?
Carey: We are honored to receive feedback from our clients and their store personnel. One client praised our new pest control program, saying, “You guys are on point!” Another expressed their satisfaction with our professionalism and reliability: “Thank you. Your crew is always extremely professional and works to get things done right — happy to have a service provider we can rely on.” Additionally, a client shared, “I always call you when I don’t know how to get it fixed or who to call. I know you can get it done!”
R&R: What predictions do you have — for your company, your industry or both — in 2025?
Carey: As buildings become more modern and complex, smart technology and evolving regulations will transform the facilities management (FM) industry. FM responsibilities will rapidly change, requiring fast, efficient and reliable service providers that: (1) automate scheduling and dispatch; (2) adopt preventive and predictive maintenance; and (3) integrate systems to assess equipment lifespan.
In 2025 and beyond, FMs and providers must embrace new technologies, stay updated on regulations, prioritize sustainability and leverage AI to enhance operations.
R&R: What are 3 recent projects you are most proud of?
Carey: (1) After meeting representatives at a national convention, we onboarded a Texas corporation for multiple services within their corporate offices on a preventative maintenance schedule.
(2) A former client liaison reached out to replace their failing provider with us for disaster restoration and mitigation services for two nationwide retail companies. They also recommended us to industry contacts, expanding our network. This reflects our team’s excellent work and growth.
(3) We provided prompt service that enabled a global company to pass a regulatory inspection with a turnaround time of just 1 day.
R&R: Why should owner/operators choose your company to be their next service provider?
Carey: At Superior, we understand that there is no one-size-fits-all solution to a problem. We strive to provide long-lasting resolutions and take problem-solving seriously, going the extra mile to ensure peace of mind. When a client tells us, “I know you always have my back,” it reflects the confidence and assurance we aim to deliver in every job we undertake.
— Carol L. Carey is CEO & co-owner and Pamela M. Roberts is chief financial officer & co-owner of Superior Facility Service Group. This Q&A originally was published in the December 2024/January 2025 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].