Protect or Repaint?

During the 1980’s, urban culture began to find new ways of expression in music, dance and art. Tagging became an art form as the talents of the early Generation X’ers combined spray paint and public spaces to promote just about everything. Needless to say. tagging is a nuisance in the vast majority of instances, and over the past 20+ years coating companies have created an array of defenses to (as David Horowitz put it) Fight Back!

The purpose of this monograph is to provide an abridged, but accurate description of the options available to retailers in terms of anti-graffiti coatings.

Serve and protect

Coatings have a function that is more important than color – substrate protection. Coatings do this by providing a thin film (measured in thousandths of an inch) that provides a barrier between the environment and the substrate. This small film is the only thing used to fight graffiti – so it has to be tough, right? Sometimes. Lets explore the types of films used.

Type 1 Permanent

Spray paints are low viscosity solutions laden with hydrocarbon solvents. These

solutions are sprayed onto a surface and the paint converts from a liquid to a solid by means of solvent evaporation (for further explanation, see Monograph titled Film

School). A Type 1 Permanent Anti Graffiti coating’s method is resilience. The film

created by Type 1 coatings are typically 2 component, networked films which dry by

cross-linking. The net result is a film that is both impervious (to combat the low

viscosity penetration of spray paints), as well as chemically resilient. Paint removers can be applied directly to the spray paint with a rag, and removed but the Type 1 coating will remain in-tact. A common assumption is that these coatings make graffiti “fall off” the wall – this is untrue. The system simply works like a dry erase board and is ideal for protecting murals and specialty surfaces like decorative stone.

Type 2 Sacrificial

Type 2 coatings work completely differently. Instead of providing a film that is

networked, hard and chemically resilient, it provides a film that is easily removed!

When spray paint is used over these coatings, a property owner will simply

pressure clean the affected area using tap water. The mechanical force applied by

the water stream will remove the Type 2 coating along with any graffiti that is

sticking to it. After cleaning, the Type 2 coating will need to be re-installed. This is

both time consuming and can be expensive, however is an ideal system for

concrete, stone or brick surfaces where a Type 1 (impervious) coating will not

allow the necessary vapor migration to occur. Think of it like a wax film.

Type 3

Type 3 is a reality check. Since both Type 1 & Type 2 coatings require a technician visit to remove the graffiti, it is often less money to simply paint over the graffiti with an attic stock of the original coating. Often times, poor record keeping result in technicians painting over graffiti coatings because they are not aware of their presence – this negates any value in either Type 1 and 2 systems.

Tile installations date back to 2500 BC – yes, BC. People discovered that if you take natural clay and mix with minerals, heat them to extreme temperatures then allow them to cool, you end up with the world’s first honey-do task – maybe. Tile has proven to be the most versatile decorative finish that humans have engineered, in fact silica tile is used to protect the space shuttle as it re-enters the Earth’s atmosphere. This monograph will offer an abridged but accurate description of a two tile types that are used in retail environments, ceramic and porcelain.

Though the terms are often used interchangeably, they are in fact different. To add to this confusion, Ceramic is also the term used to define the entire set of inorganic materials prepared by heating and cooling, which includes ceramic tiles and porcelain tiles. For sake of clarity, when the term ceramic is used to reference the tile type (subset), it will not be underlined.

Constituents of Ceramic & and Porcelain tile types-

Much like concrete, tiles are a mixture of materials found in the Earth’s crust.

Clay + sand + feldspar + minerals + water comprise the bulk of the mixture for both ceramic and porcelain.

Differences between Porcelain tile and Ceramic tiles-

Porcelain tile contains a higher ratio of feldspar and lower ratio of clay than ceramic. Feldspar (pictured) is a silicate mineral which is both hard and can withstand high temperatures. Another difference between ceramic and porcelain are the pressures used to prepare them. Porcelain tile types are made using higher pressures – resulting in a harder surface. As a general rule, porcelain tiles are harder than ceramic. In addition, the porosity of the porcelain tile is less, providing better stain resistance than ceramics. Porcelain tiles are ideal for exterior applications.

To glaze or not to glaze-

Both tile types come in glazed and unglazed finishes. Glazing is an added step in the manufacturing process which involves the coating of the unbaked tile with a glass like film. To do this, extreme temperatures are used, and the glaze penetrates into the bulk of the unbaked tile (bisque) – sealing and encapsulating the tile, rendering it relatively impervious. The higher the luster of a tile, the greater the stain resistance. Although a performance benefit, glazed tile can be an end use disadvantage as it is slippery and will highlight an uneven floor or wall surface.

Mortar and grout-

Mortar is the term used to describe the cementitious compound in which the tiles are set. Once the tiles are set in the mortar, the mortar cures and mechanically locks the tiles in place. The width between each tile is the grout line. In America, these are spaced between 1/16” – 3/4”. Grout selection is made based on the desired width, as well as environment. For small widths (less than 1/8”), a non sanded grout should be used. Between 1/8” – 1/4”, a finely sanded grout works best and coarser grouts for widths greater that 1/4”. In harsh environments, epoxy resins can be added to the grout to provide sealed and chemically resistant spacing.

Caulk Talk

Caulk is one of those versatile substances that has a myriad of uses in both facility maintenance and general construction.  When sealing joints and seams, it can be difficult knowing which caulk to use given the variety of material available.  The most commonly used types of caulk for facility maintenance, residential and commercial construction are water based acrylic, silicone, and urethane.

Water based acrylic is often selected because of excellent adhesion, flexibility, and the fact this caulk is paintable.   Primarily used for carpentry and interior finishing, it easily fills the gaps between molding and walls, and can be used to fill the seams at the molding joints themselves.  When the caulk is applied to molding that is to be painted, it helps to give the facility an aesthetically appealing and “finished” look.

Water, water everywhere and not a drop that seeps…

Silicone caulk has all the beneficial properties of the water based acrylic, but it is not paintable.  The benefit is that this caulk repels water much more readily.  Often used to protect protect kitchens, bathrooms, and any other interior areas at risk from high levels of moisture and damaging effects of water, this caulk acts as a barrier to water seepage.

In kitchens, caulk is applied where the counter top meets the back-splash, where the back-splash meets the wall, and where the sink meets the counter top.  The same holds true for bathrooms, but expanded uses include the seal around toilets, bathtubs, sinks, and stalls. In these areas, it is possible to create a water tight barrier that is still visually attractive.

Down in the corner

Urethane caulk is commonly used on building exteriors to prevent water from seeping into the joints in concrete, or where pavement meets the edge of the building.  Caulking seams and cracks in concrete is imperative to prevent further separation, which is an eyesore.  The caulk prevents water from entering these gaps, freezing, then expanding which radiates cracks.  Using urethane caulk against the base of a building deters water from being directed towards the foundation and causing problems.  The downside of this type of caulk is that it can take several days to cure completely, so maintenance must be scheduled accordingly.  Anyone using urethane caulk should take precaution when applying as it is extremely difficult to remove from clothing and bare skin.

Seamingly Simple

Caulk is a necessary, versatile product to help maintain a facility.  However, one application of caulk is not a permanent solution.  Over time, depending on the type of caulk, it does need to be reapplied.  Caulk eventually will lose its elasticity, and crack due to the expanding and contracting of the structure where applied.  In high moisture areas, the caulk may show signs of discoloration and mold if not properly dried after prolonged exposure to water.  Re-application of caulk is part of any routine, preventative maintenance.   A small price to pay for having the right product for the right circumstances.

Remember Mr. Garrison’s 7th Grade Science Class?

How about having to memorize the Periodical Chart?  Beg your pardon for bringing back those daunting times.  Picture two elements on the chart; Ti and O. Pop quiz- combined they create what?  Titanium Dioxide (TiO2) – which is used in products like sunblock, deodorant, food coloring and paint. The newest applications of the chemical is revolutionizing surface treatments. In the advent of nano technology, TiO2 in its particle form is graduating from junior high school science applications to new century innovation.   From self cleaning surfaces to killing H1N1, titanium dioxide can make it happen.

Let your light..shine on me

The magic behind nano TiO2 is its photocatalytic ability. Photocatalysis is a phenomenon in which a chemical reaction occurs as particles absorb light. When light hits a TiO2 treated surface, it charges the particles and they develop an appetite for electrons. This hunger is as strong awaiting Thanksgiving dinner and the TiO2 particles gobble down electrons.  As organic pollutants collect on the surface, the TIO2 steals their electrons and they begin to decompose in oxidation. This happens in fractions of a second and the pollutants do not have a chance to form a bond with the surface.  When charged TiO2 comes in contact with water vapor, the reaction creates a Hydroxyl Radicle. Hydroxyl Radicles have been proven as a more effective bacteria oxidizer then chlorine, ozone or hydrogen peroxide. While TiO2 reacts best to UV rays, new technologies through Particle Doping get reactions from indoor lighting.

TiO2 has an interesting relationship with light; wait until you hear about how it responds to water.   When TiO2 is charged by UV rays it develops, what chemists call, super-hydrophilicity. As water collects on a treated surface it spreads out in “sheets” on the plane. As a result you should not see a single droplet of water on a properly treated TiO2 surface. This is where the “Self Cleaning” on exterior surfaces concept starts to make sense.  Normally, after a good rainfall, water tends to pool on a surface.  Since the organic pollutants are decomposing and have not bonded, the water grabs a hold of them.  Next, gravity kicks in and pulls all polluted water off the vertical surface.

It’s so easy being green

New TiO2 based products are being rapidly developed.  With its atom morphing abilities, TiO2 is the answer to facility maintenance cost reduction and Green initiatives. There are products that produce the “self cleaning” effect for exterior block, EIFS, and windows. These products reduce or eliminate the frequency of traditional exterior maintenance programs thus reducing cost and carbon footprint. Paint manufactures are developing paints that use TiO2 to eat organic orders. There are products for deodorizing fabrics that are used on curtains, carpets, and furniture. Hospitals are using TiO2 coatings on walls to kill airborne bacteria. There are TiO2 treated HVAC equipment that kill bacteria as air is circulated through the system. A recycling system that uses TiO2 to reduce plastics to a harmless gas has been recently developed.  Believe it or not, in Japan a company is promoting a TiO2 treated mens suit that kills H1N1. Now that’s sanitizing good looks.

How can leadership structure enhance organizational clarity?

Creating the Leadership Team on the organizational chart is important in building organizational clarity. Here are specific basic disciplines of business:

• Sales/Marketing
• HR
• Operations
• Technology
• Finance/Admin

Businesses may have some of these broken out separately, or combine others as their business size and needs dictate. These roles are typically filled by people with strong organizational skills, as they are responsible for reporting verified information to the CEO. These are present in most every organization, even companies with under 5 employees.

What is the missing piece?

Most companies, however, miss the role that I call the “Creative Thinker”. This is a responsibility that goes to someone that is curious and can ponder and think outside of ordinary thought lines. They are usually the person or team that the CEO delegates R&D projects to. Here is a sample of what this role would play in a company:

• The company wants to expand its offerings by exploring different opportunities. The Creative Thinker researches the market, assesses the opportunity and provides a report to the executive team on their findings.
• The company wants to improve one of its processes. The Creative Thinker can research the dangers of keeping things as is, assess the opportunities for improvement, and provide a report to the executive team on their findings, without the bias of having to execute the changes.
• The sales team wants to present its offerings to a potential client. The Creative Thinker can demonstrate expertise in an area of focus without pushing the services offered. This unbiased expertise presented strengthens the presentation.

How do I get it?

Here are the first steps to bringing this structure into your company:

• Identify the traits and skill set needed for this role
• Create the initial project list for this role by identifying opportunities and dangers the company would like to research.
• Review your current personnel to see if anyone can fill the role. If nobody is capable, look to hire someone for the role.
• Once hired, include this person on your executive team so they can be up to speed on everything within the company, giving them insight on things that will help them be more effective in their responsibilities.
• Ensure this person lives and breathes your values, mission, and purpose. 

This structure will prove to be key in developing a world class organization. It reinforces organizational clarity, helping keep the company on its desired course.

How can internal communications enhance organizational clarity?

Internal communications keep the company’s team current on the happenings within the organization. Typical forms of this communication are newsletters, company updates, and memos from upper management. These play the role of delivering a message. The other, informal forms of communication are the ones that reinforce this message. These are the ones that are powerful. Here are a few examples:

• When the company measures something, it tells employees it is important (customer satisfaction)
• When the company rewards something, it communicates that the action is in alignment

• When the company disciplines an action, everyone learns that it conflicts with the company goals

It is similar to body language coupled with words. If they line up, things are clear. When they are not in unison, there is confusion, doubt, and angst. 

Why do I need to do this?

The way a company communicates internally needs to be just as effective as the way it communicates or markets itself publicly. There must be organizational clarity for the company to reach its potential. Growth and profits will be limited and there will be more issues arising from the team acting outside of what the company promises. 

A company risks its viability and the management risk their sanity when organizational clarity is missing. A small company may be able to endure this because the leader has a pulse on everything going on, however, as the business grows, the company has a higher likelihood of imploding.

How do I get it?

Here are the first steps to bringing this type of internal communication into your company:

• Review your discipline and reward processes to see if they are consistent with what the company goals and values.
• Mention the components of the strategic plan when rewarding or disciplining an action. This reinforces how important they are and work towards weaving this importance into the culture of the company and its employees. 

• Measure the things that line up with the values and mission. For example, if one of your core values is around customer satisfaction, figure out a way to measure it. This will reinforce that this is so important to the company that management tracks it.
• Celebrate when people act in accordance with the values and purpose.
• Make this a part of your management discussion. Ask questions related to the values. For example, when someone does something questionable, ask them “Does that line up with our core values?” or “Does that bring us closer to our goals?” 

This approach to internal communication will prove to be key in reinforcing the company strategy and deliver organizational clarity. This will help the company capture opportunities and avoid dangers.

How can approach to business enhance organizational clarity?

Our company uses the Verus Methodology of business management. One of its principles is that an organization must leverage clarity to operate optimally. There are multiple components to a business structure that can enhance this organizational clarity. They include: Business Strategy, Internal Communications, and Leadership/Executive Team Structure. When effectively leveraged, a company can enjoy a clear sense of direction and operate in great alignment.

How can strategy enhance organizational clarity?

A business needs to know its purpose, vision, goals, and core values. The purpose helps define the reason for being. The vision is what we aspire to be. The goals are intermediate points that are met during the life of the business. The core values are the boundaries that underline the behavior of people within the business, a set of constraints. 

When the business manages through its strategy, the team goals are clear, and management is able to keep the team accountable to them. It is important for the core values and purpose to come through in the way the business operates. It can become the thing that energizes employees to excel. 

This must be the central piece that unifies the company. This needs to be the common thread shared by all employees, and all things need to align with it.

How do I get it?

Here are the first steps to building a strategy for your business:

1. Examine the purpose of the business. Why does the company exist? Ask “Why?” multiple times and when you cannot ask it anymore, you are close to your purpose. This is typically the purpose of the founder of the company. This is not an easy thing to identify. There will need to be a lot of reflection by the founder and revisit the things that helped shape their perspective. The critical junctures in their life helped influence this purpose. Once identified, it will become magnetic to the people you need to attract. 
2. Identify your vision – what you are trying to become. Here is an example: Dell computer’s was “To become the IBM of the 21st Century”.
3. Identify your core values. Be careful to not focus on marketing catch phrases. These need to be things that will not change, and that you would be willing to suffer financial losses to hold true to them. You also must be willing to fire someone because of violation of them. They should be a couple of words each. Simple statements of a theme. You can support it with information, but the statement needs to be fast. Examples can include “Keep promises”. Then support that with “We keep promises to each other, to our vendors, and to our clients…”
4. Document it.
5. Preach it, teach it, post it, live it, and reinforce it. The strategy needs to be visible everywhere in the company, in the way it operates, manages, markets, etc. 
6. Hire people who have the desired skill set and align with the strategy.

This approach to strategy will give the company a sense of direction and deliver organizational clarity. This will allow the company to look at action and structure and measure it against the strategy, helping keep the company focused on what it is trying to accomplish.

CASE STUDY

Facilities will experience water leaks- it becomes not a question of if but when.  The inevitability of water leaks is tolerated, however recurrent leaks exasperate facility management.  These leaks have the potential to destroy merchandise, and adversely effect the desired shopping experience.  When a client called with an emergency leak order, Resicom was able to determine the cause, repair of the source of the leak, and provide information to mediate amongst the mall tenants and management when no one wanted to assume liability for the damages and repairs.

Scope

The scope of work needed to execute the project includes:

1. When a work order is received, a Resicom technician needs to be dispatched within 4 hours of the call.
2. Equipped with a detailed checklist and digital camera, the technician identifies the location of the leak and documents any subsequent damage.
3. Project management technology is utilized, and any previous leaks for this location are reviewed to determine similarity to the current leak, and a possible responsible party.
4. The store management is contacted to determine the severity of the leak, and mall management is then contacted by Resicom and the store manager on duty. 
5. Ideally, the technician should arrive at the store when mall management is also assessing the leak.
6. The technician will determine the cause of the leak with the mall representative present, and begin attempts to stop the leak.  
7. Once the leak is repaired, Resicom will then repair any damage caused by the water.

Challenges

The constraints of the project include:

1. The exact source of the leak comes into question, and both facility tenants and mall management are reluctant to assume responsibility; in this particular case the mall management attributes the leak source to HVAC equipment, while the HVAC technicians believe that the issue is with the roof.
2. Because emergency requests are unplanned, the primary Resicom technician may be scheduled elsewhere, and the secondary technician can not get to the store within the 4 hour time frame.
3. A Work Order, the Damage Claim Checklist, and Damage Claim Checklist Example must be received by the technician prior to arriving at the facility. 
4. The technician must submit all paperwork, photos and other pertinent information by the following morning in order to properly update the client.

Solution

Understanding the client’s need is key to a successful emergency leak work order.  In this instance, the expectation revolves around immediate response and determining the source of the leak so that repairs can be approved and expedited.  Resicom must have exact processes in place, along with reliable technicians who have received thorough training of our procedures and client expectations.  

Our solution to this project included:

1. If neither a primary nor backup technician is available, a local vendor who has been trained in our process is contacted so that a technician is onsite within the 4 hour window.  
2. The technician reviews the leak with mall management, gathers and documents information in regard to the leak source, and then relays that information to the client and mall management. 
3. Resicom contacts all parties involved and schedules an an onsite meeting to review the leak.
4. Resicom, the mall operational manager, and the heating and cooling technicians will all be present at this meeting.  Photos and notes are distributed. 
5. The responsible party will be determined for repair work.
6. Resicom will quote for the necessary repairs and will complete all work per the approved quote.

Summary

At Resicom we understand the frustrations that a client experiences when water leaks reoccur, and the source has been unresolved for months, perhaps years.  These damages can result in costing the client an excessive amount of money that is difficult to recoup.  Our goal on every leak is to determine the source of the leak and quickly repair the issue.  If the leak returns we are able to leverage our technology & information where the history of the problem has been documented, contact the responsible party, and then mediate to achieve the necessary repairs.

September 2009

Lemont, IL

Resicom representatives will attend a Nominee Reception for the Loyola University Family Business Center on September 8, 2009 in downtown Chicago.

Each year, the Loyola University of Chicago’s Family Business Center recognizes family based businesses that demonstrate successful growth, positive family-business linkage, contributions to both industry and community, and innovative business practices.  Resicom is honored to be recognized as a nominee for the 2009 Business of the Year Award.  

Resicom employees will have the opportunity to meet other nominees and participate in an interactive panel, “Taking Advantage of the Current Economy: What Your Family Business Should be Doing” which focuses on insights to maximize success during demanding economic times. 

CEO John Fairclough started Resicom over a decade ago in the basement of his future in-laws with only a handful of technicians as employees, and has grown the business to where it is today with the help of brother, Michael Fairclough, and brother-in-law, Rick Detres.