Why We Hire Through Relationships — And Why It Works

In the world of facility maintenance, trust is everything.

Every night, long after the office lights go out, our team steps into workplaces, schools, and institutions to care for the spaces people rely on every day. Clients hand us the keys to their buildings—sometimes literally the keys to entire operations worth millions of dollars.

We do not take that responsibility lightly.

At Personal Touch Service Solutions, we believe that what matters most isn’t just skill—it’s heart. Skills can be taught. Experience can be gained. But integrity, honesty, and care for others? Those are qualities that must be there from the start. That’s why our hiring philosophy begins with the heart.

Why Heart Comes Before Skill

Don’t get us wrong—experience matters. We’re proud to have team members who have spent years mastering hard floor care, carpet restoration, and the fine details of janitorial work.

But over our decades in business, we’ve learned something important: the right heart is more valuable than the longest résumé.

One of our longest-serving employees is proof. Over 16 years ago, she started with us after working in hotel laundry departments. Her experience was limited. What stood out was her honesty, her steady reliability, and her willingness to learn.

Today, she’s still with us—an anchor of our team, a lead who is respected by her peers and beloved by clients.

And her integrity has been tested. Not once, but twice, she found large sums of cash—hundreds of dollars—while cleaning client spaces. Both times, without hesitation, she turned it in.

That’s not a small thing. That’s character in action. And that’s the kind of person we want carrying our name, our keys, and our trust.

Why Referrals Matter More Than Resumes

This is also why we often hire through relationships. Many of our team members were referred by friends, family, or colleagues already working with us. While some companies avoid hiring people who know each other, we see it as a strength.

When someone puts their reputation on the line to recommend a friend or family member, it tells us two things:

1. They believe in Personal Touch enough to invite someone they care about into our company.
2. They trust the person they’re referring to uphold the standards of reliability and integrity that we require.

This creates a web of accountability and loyalty before the first shift even begins. It’s not just a job interview—it’s a relationship of trust from day one.

Community Builds Culture

In our industry, the work can be physical and repetitive. Floors need to be scrubbed, carpets need to be restored, restrooms need to be cleaned.

But when you’re doing that alongside people you trust and enjoy, it transforms the atmosphere.

• Instead of isolation, there’s camaraderie.
• Instead of “just a shift,” there’s teamwork.
• Employees look out for each other, help each other, and hold each other accountable.

Far from creating cliques, these community ties make people want to show up—and want to stay.

That’s one reason we’re proud to say that over half of our 25 employees have been with us for 15 years or more. In an industry known for high turnover, that’s almost unheard of.

It speaks to the loyalty and care our culture fosters—and it means that when a client hires Personal Touch, they aren’t just getting cleaners. They’re getting a seasoned, stable team they can count on.

Culture as a Safeguard for Clients

Hiring for heart doesn’t just strengthen our team—it protects our clients.

Not long ago, one of our employees arrived at a client site only to discover a broken pipe flooding the carpet. They didn’t just shrug and call it in. They immediately reached our client contact, and then—without being asked—grabbed our extraction equipment and began removing the water.

By the time the client’s staff arrived, the emergency was already under control. That initiative saved the client thousands of dollars in damage and downtime.

That’s the level of ownership we see again and again from our team. Not because it’s written in their job description, but because it’s written in their character.

And from a leadership perspective, here’s the truth:

I would give my employees the keys to my own building. That’s why I can confidently trust them with yours.

The Ripple Effect of Heart

When people are trusted, valued, and connected, they rise to the occasion. That’s why our philosophy works—not just for us, but for our clients.

• Quality rises: People with heart take pride in details.
• Turnover drops: Long-term employees create consistency for clients.
• Trust grows: Clients know they’re in safe hands, every night, without worry.

Facility maintenance may not always be glamorous, but it’s essential. And the truth is, it’s not just about shiny floors or clean carpets.

It’s about peace of mind. It’s about knowing the people in your building when no one else is around are people you can trust completely.

The Personal Touch Difference

At Personal Touch Service Solutions, our name is our philosophy.

We don’t just hire employees—we welcome people into a culture of trust, respect, and care.

Skills can be trained. Equipment can be taught. But heart? Heart is everything.

That’s why we hire for heart first.
And it’s why so many of our employees—and our clients—stay with us year after year.