Tried and True Techniques to Building Managers from Within 

By Dan Weltin, Contributing Editor 

Too often great workers get promoted into supervisory roles — and are left to sink or swim. In this conversation from Show Central at the recent NFMT Baltimore and Cleaning Buildings Conference events, Facility Editor-in-Chief Dan Weltin sits down with General Session speaker and leadership expert Andy Gager to share hard-earned lessons on how to handle that transition — and how cleaning industry leaders can build better managers from within. 

Gager, who was unexpectedly promoted from peer to manager without guidance, shared firsthand how overwhelming that shift can be. His early missteps — trying to maintain friendships, unclear delegation, and lack of formal structure — are common across many industries, including cleaning. The root problem, he argues, is simple: we promote based on technical ability, not leadership readiness. 

To bridge this gap, Gager promotes focusing on the soft skills many new managers lack — from communicating clearly and consistently to holding team members accountable. Practical tools like RACI (Responsible, Accountable, Consulted, Informed) charts help clarify responsibility and accountability, and process mapping can define workflows. These systems are essential for removing ambiguity and aligning teams, especially in busy, high-pressure environments. 

Building service contractors and facility cleaning managers should also rethink how they identify future leaders. Dependable team members (not necessarily the highest performers) often make the best candidates for future managerial roles because they understand the importance of structure, policy, and process. 

Listen to the full session to learn how to turn technical experts into confident, capable leaders when promoting from within. 

Dan Weltin is the editor-in-chief of the facilities market, which includes Facility Maintenance Decisions, a sister publication to Facility Cleaning Decisions.

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posted on 7/23/2025