Case Studies

Disaster Cleanup

The Challenge

Most days the requests made by stores are similar. Toilets are clogged. A fixture needs repairing. A tile has been broken. There are the weekly odd requests and emergency situations that cause concern and require extra attention. But on rare days, catastrophe strikes and emergency takes on a new meaning. Such was the case on May 24, 2011, in Chickasha, Oklahoma.

Dollar Tree had a retail location in Chickasha. But on May 24, a tornado took it away. Product was destroyed. The building was damaged. The store was a complete disaster. After the tornado, staff and buyers returned to the Chickasha store to evaluate how quickly the location could get up and running again. However, once they started working in the unit, it was apparent that the building was not safe.

Dollar Tree has a unique position in the marketplace because it offers all products for only one dollar. Because of this, low cost is always paramount when making maintenance decisions. The corporate office decided to cut its losses. The store was to be abandoned. However, as a component of their lease, Dollar Tree had to clean up and remove all the internal damage. That's when Dollar Tree contacted us.

The Solution

Once we heard about the destruction, we decided we would need to bring in a vendor who was used to handling large projects like this. It was a dangerous assignment. The internal damage needed to be removed without causing additional damage to the already compromised structure of the building. It would need to be someone with the experience, equipment and labor required to empty the store quickly, efficiently and safely. Additionally, we would not only need to remove the damage but, due to the scope of the damage in central Oklahoma, haul it to a location further away.

We dispatched a project manager from Texas to go to the location and survey the damage. Once there, he reported the extent of the damage back to us, and we worked with him to develop a full plan of action. We relayed his report, along with our plan, to Dollar Tree Corporate.

The Results

DWM and Dollar Tree worked together to minimize the costs and meet the requirements of the lease. We were able to remove and dispose of the internal debris without further structural damage and at minimal cost. Most importantly, we were able to complete all the work safely.

Remodeling by the Book

The Challenge

While the face of bookstores may be changing, one national retail chain has remained at the forefront. One of the ways they've done this is to position their stores as a destination point—a place where customers can enjoy a cappuccino and the latest issue of their favorite magazine. A key component of this strategy is the creation of cafés in the stores where customers can get their favorite coffees and treats while perusing the reading selection.

Because of the high traffic volume, these cafés need updating over time. But in a retail environment that is open 7 days a week, these updates have to happen quickly, efficiently and with minimal intrusion on the store. DWM has been entrusted to refresh the cafés and meet these tough challenges.

The Solution

Before an upcoming fiscal year, the bookstore chain's field personnel determine possible candidates for remodel. DWM project managers visit the cafés to make more detailed evaluations, including surveys, photos and drawings. Everything is then reviewed by the bookstores’ corporate offices to determine which cafés need attention and the scope of work each one will require. The chosen locations could receive everything from new cabinets, Corian^® countertops and flooring to equipment, wallpaper and workflow relays.

Once the scope is determined, DWM makes scale drawings of the existing setup and proposes new layouts in order to meet new specifications. After approval by corporate personnel, DWM and the bookstore work together to determine the budget for each job in the project.

DWM then takes the plans to the local municipality to determine what kind of permitting is necessary. If stamped drawings are required, DWM uses a local architect to make sure local code is met. Permit applications are submitted and DWM begins tentative scheduling.

Many materials and trades are necessary in order to remodel a café. DWM project managers oversee the ordering of each component and hiring of each tradesman for the job. This includes working with the bookstore chain's preferred suppliers, as well as using DWM’s own resources. All schedules and costs are then sent to the bookstore’s corporate offices in a consolidated estimate so that communication for each job is complete and seamless.

The onsite work commences on a Sunday night, allowing the most time possible for demolition without customer interference. All tradesmen are managed by DWM's on-site project managers. These project managers ensure milestones for each task are met in order to keep everything on time. Any unforeseen complications are solved efficiently and effectively.

The Results

DWM works to have an entire café remodel finished in just five days so the store can begin selling drinks and snacks again on Friday. In less than a week, project managers head back home, knowing they've successfully completed yet another of the hundreds of café updates in DWM's history.

Earning Trust

The Challenge

L.L.Bean had long been a successful mail-order business known for their high level of quality and service. Over the last 10 years L.L.Bean has focused on store growth, opening Outlet Stores and Retail Stores around the nation. Having kept facility management in-house early on, then outsourcing to a national provider, L.L.Bean continued to search for the right service level.

During our initial meeting, we presented our approach to business and explained how we could seamlessly integrate between stores and corporate. We also went over industry best practices and what they should expect from any facility maintenance company, regardless if they chose us or not. L.L.Bean felt confident enough to sign a short-term contract with us in order to test performance.

The Solution

The first thing we did was to develop a unique L.L.Bean-branded section to the DWM online tracking site. On this site, a store could make a request using an easy questionnaire that ensured a standardization of scope. Scheduled maintenance visits could also be set up, ensuring no dates would be missed and equipment would continue to run as anticipated—without prompting from corporate or at the store level.

In addition, we worked with L.L.Bean's preferred vendors to integrate them into our database system. We contacted the vendors to explain the situation and consolidate their tax and insurance information, assuring them they would continue to receive the work.

The Results

The results of the program were almost immediately apparent. After brief training sessions with the L.L.Bean store managers, work orders were placed and completed with ease. Individual facility managers could track projects by checking their portion of the DWM online tracking site. They could also receive consolidated invoices with digital backup documentation. This system not only streamlined the process, but it supported L.L.Bean's mission for green initiatives.

In addition to the online initiative, DWM management toured stores with L.L.Bean corporate personnel. These shared visits helped both parties develop a maintenance program that complemented the L.L.Bean brand requirements. These visits also helped L.L.Bean gain more trust in us.

The relationship quickly proved successful and, before the initial contract term had even expired, L.L.Bean decided DWM was a perfect match for their needs. We currently enjoy a long-term contract with L.L.Bean and are seen as an extension of their team. Together, we have handled a variety of projects of greater size and scope—always on time and on budget—and continue to meet and exceed L.L.Bean’s expectations.