Behind every well-run facility is a network of trusted relationships, thoughtful planning, and leaders who know that success isn’t built alone.
This week, Jay sits down with Troy Hollenbeck, an experienced facilities and operations leader, to discuss what he’s learned after more than 25 years in the industry. From managing reactive maintenance environments and navigating post-COVID supply chain challenges to building strong vendor partnerships and creating exceptional customer experiences, Troy shares practical lessons that apply to every facilities professional. Throughout the conversation, he explains why patience, empathy, and continuous learning are some of the most valuable tools a leader can have.
Takeaways:
Strong relationships produce stronger results. Troy believes the best way to improve vendor performance is simple: make people want to work with you. Building trust, showing respect, and understanding the challenges vendors face creates partnerships that consistently deliver higher-quality work.
Patience is one of the most valuable leadership skills. Facilities work is naturally reactive, but slowing down long enough to fully assess a problem often prevents bigger mistakes. Taking a measured approach leads to better decisions and more effective solutions.
Preventative maintenance creates operational stability. While emergencies can’t always be avoided, investing in preventative maintenance helps reduce downtime and gives teams a better chance of resolving issues quickly when they do occur.
Standardization makes maintenance more efficient. Maintaining consistent equipment across facilities simplifies repairs, improves parts availability, reduces inventory complexity, and allows teams to respond faster when equipment fails.
Customer experience extends far beyond the building itself. Whether it’s curb appeal, store presentation, or amenities for EV charging customers, every detail shapes how people perceive a facility and whether they’ll choose to return.
Never assume you know everything. Troy encourages leaders at every stage of their career to stay curious, continue learning, and recognize that every team member brings valuable experience and perspectives to the table.
Quote of the Show:
“The simple thing is don’t expect that you know more than everybody else.”
Links:
LinkedIn: https://www.linkedin.com/in/troy-hollenbeck-65717221/
Instagram: https://www.instagram.com/troy_hollenbeck72/
Company Website: https://www.cumberlandfarms.com/