Hard Refresh | An ISSA Podcast

It’s Halloween on Hard Refresh — and things get a little western. 🤠

Caden Hutchens and Karina Neff saddle up with Brian Lee, owner of Express Time Solutions, for a faith-filled, tech-twistingconversation about leadership, service, and the heart behind innovation.

From cleaning theaters at 3 a.m. to building one of theindustry’s leading software companies, Brian shares how faith, family, and humility shape everything he does — and why serving customers isn’t so different from ministry.

Quick Control:

• Catch the ISSA Innovation & Tech Committee in Las Vegas:

1. Caden speaking on Monday, Nov. 10 (1:45–2:45)
2. CLX session on Tuesday, Nov. 11 (2:30–3:30)
3. AI In Action session on Wednesday, Nov. 12 (2:30–3:30)

• Come see Brian and the Express Time Solutions team at the ISSA Show North America — Booth #3459!
• Last episode: Evolving Client Expectations with Lisa Macqueen (Ep. 28)

Clear Cache:

• Two Truths and a Lie: Heart attack at 17, two holes-in-one, wrecked the church van
• The leap from ministry to software leadership
• Building a business rooted in humility, faith, and service
• Why technology still needs people at the heart of connection
• Stewardship in leadership and family — and what it means to “work as unto the Lord”

💡 “Technology is good, but it doesn’t replace people. It’s not magic — you still have to go out and do something about it.”

🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, or wherever you get your podcasts.

Connect with the Hosts & Guest:
Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/
Karina Neff – https://www.linkedin.com/in/karina-neff-01b0782a/
Brian Lee – https://www.linkedin.com/in/brian-lee-11909011a/

👥 Join the ISSA Tech & InnovationCommunity on LinkedIn:
https://www.linkedin.com/groups/13063462/

Evolving Client Expectations | E28 – Hard Refresh – An ISSA Podcast

In this episode of Hard Refresh, hosts Caden Hutchens and Karina Neff sit down with Lisa Macqueen, Co-Founder & Director at CleanCorp, to talk about how client expectations are evolving and what building service contractors need to do to keep up. From strategic partnerships to company culture, Lisa brings more than 30 years of perspective on what it takes to win in today’s cleaning industry.

In This Episode:

🔹 Quick Control:

• Be sure to catch the Innovation & Tech Committee at the ISSA Show in Las Vegas:
  • Caden is speaking on Monday, Nov. 10 (1:45–2:45)
  • CLX session on Tuesday, Nov. 11 (2:30–3:30)
  • AI Rapid Fire session on Wednesday, Nov. 12 (2:30–3:30)

• Last episode: Humanizing Technology in Client Relationships with Tim Cullinan (Ep. 27)

🔹 Clear Cache:

• Lisa chooses Roasted by AI instead of Two Truths & a Lie

• How client expectations have shifted from service delivery to strategic partnership

• Why culture and retention are tied directly to client satisfaction

• The challenge of balancing growth with consistency and trust

• Lessons from Lisa’s three decades leading CleanCorp

💡 “Let’s face it, outside of our industry, there’s not really a lot of people advocating for us. There are misconceptions — very old ones — and it’s up to us to change the way people think.”

🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, or wherever you get your podcasts.

Connect with the Hosts & Guest:
Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/
Karina Neff – https://www.linkedin.com/in/karina-neff-01b0782a/
Lisa Macqueen – https://www.linkedin.com/in/lisamacqueen/

👥 Join the ISSA Tech & Innovation Community on LinkedIn:
https://www.linkedin.com/groups/13063462/

In this episode of Hard Refresh, hosts Caden Hutchens and Karina Neff sit down with Tim Cullinan of Janitronics to explore how technology can strengthen client relationships without losing the human connection. From proactive quality control to the simple act of remembering custodians by name, this conversation digs into the balance between data, trust, and people.

In This Episode:

🔹 Quick Control:

• Don’t miss the VEO Conference: https://issa.com/veo

• Be sure to catch the Innovation & Tech Committee at the ISSA Show in Las Vegas:
  • Caden is speaking on Monday, Nov. 10 (1:45–2:45)
  • CLX session on Tuesday, Nov. 11 (2:30–3:30)
  • AI Rapid Fire session on Wednesday, Nov. 12 (2:30–3:30)

• Last episode: Faith, Tech & Timeless Lessons with David Lee (Ep. 26)

🔹 Clear Cache:

• Two Truths & a Lie: Rome, Dave Chappelle, and Hispanic Heritage Month

• Why client trust is built by people—and how tech supports it

• Making quality control proactive and collaborative

• Humanizing technology so it feels warm, not cold

• Day staff as part of the client’s “family,” with tech backing their impact

• The ultimate goal of data: creating space to serve people better

💡 “Technology in itself doesn’t create trust with our clients. Our clients trust us as people.”

🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, or wherever you get your podcasts.

Connect with the Hosts & Guest:
Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/
Karina Neff – https://www.linkedin.com/in/karina-neff-01b0782a/
Tim Cullinan – https://www.linkedin.com/in/tim-cullinan-13508241/

👥 Join the ISSA Tech & Innovation Community on LinkedIn:
https://www.linkedin.com/groups/13063462/

In this episode of Hard Refresh, hosts Caden Hutchens and Karina Neff sit down with David Lee, longtime industry leader and entrepreneur, for a conversation that spans faith, family,technology, and the business lessons only decades in the field can teach.

From building teams and avoiding “monsters” in softwaredevelopment to reframing what AI really means, David brings a wisdom-first perspective that challenges leaders to think beyond short-term gains and build with purpose.

In This Episode:

🔹 Quick Control:

• Don’t miss the VEO Conference later this month: https://veoconference.com/veo-conference-site
• Watch for registration for CLX in Las Vegas
• Catch last week’s episode: Trusting the Data with Tim Moriarty (Ep. 25)

🔹 Clear Cache:

• Two Truths & a Lie: buying a brand-new home at 18, skiingin Hawaii, and getting a friend’s daughter on the 40-yard line at a New OrleansSaints game to sing the National Anthem
• God, family, and work as an integrated life model
• The dangers of overbuilding tech and creating “monsters” no one can use
• Why AI is less about artificial intelligence and more aboutartificial influence
• Lessons from decades of leadership in cleaning and software
• Serving people with excellence, not chasing money as the end goal
• Why timeless principles still guide the future of innovation

💡 “AI doesn’t stand for artificial intelligence. It stands for artificial influence—because true intelligence comes from a creator.”

🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, or wherever you get your podcasts.

Connect with the Hosts & Guest:
Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/
Karina Neff – https://www.linkedin.com/in/karina-neff-01b0782a/
David Lee – https://www.linkedin.com/in/david-lee-43840612/

👥 Join the ISSA Tech & InnovationCommunity on LinkedIn:
https://www.linkedin.com/groups/13063462/

📊 What if your next best decision wasn’t a guess—but a calculation?

In this episode of Hard Refresh, hosts Caden Hutchens and Karina Neff are joined by Tim Moriarty, Co-Founder of Data Insights Consulting and member of the ISSA Technology &Innovation Committee. Together, they dive into the emotional and operational sides of working with data—and how smart systems, built with trust and clarity, can drive real results.

In This Episode:

🔹 Quick Control:

• Watch the Customer Retention Webinar:https://www.issa.com/articles/what-does-best-in-class-customer-retention-look-like-for-a-building-service-contractor-bsc/
• CLX Las Vegas is coming soon—register today!
• Don’t forget to support the VEO Conference: https://www.issa.com/events/veo-conference/

(Caden’s emceeing the gala 👀)

🔹 Clear Cache:

• Two Truths & a Lie: Power BI workouts, state championships, and Lawrence Taylor
• What’s actually missing in dashboards (hint: it’s not math)
• Why common language is more important than correct formulas
• “Retention is the new growth” – how to measure the dollars you already have NPS scores, data storytelling, and building trust across roles
• How to combat survivorship bias and gut-based decision-making
• Data governance tips that don’t require a PhD
• Hidden Figures and Hidden KPIs—how emotional intelligence affects adoption
• Why AI isn’t replacing you—it’s making you a cyborg (in the best way)
• Final advice from Tim: know the question before you chase the answer

💡 “People fear data because they think it’s replacing them. It’s not—it’s enhancing their job. The question is: are you ready to trust it?”

🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, or wherever you get your podcasts.

Connect with the Hosts & Guest:
Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/
Karina Neff – https://www.linkedin.com/in/karina-neff-01b0782a/
Tim Moriarty – https://www.linkedin.com/in/tim-m-992879a0/

👥 Join the ISSA Tech & InnovationCommunity on LinkedIn:
https://www.linkedin.com/groups/13063462/

🎤 In this special episode of Hard Refresh, Caden and Karina pause the usual format—no guest, no Two Truths & a Lie—to talk candidly about one of the most meaningful initiatives tohit the industry: the inaugural VEO Conference.

Together, they reflect on the why behind the event, the impact of the Hispanic community in the cleaning industry, and whatit means to create space, recognition, and real opportunity for those driving frontline operations across the U.S.

In This Episode:

🔹 Quick Control:

• Hard Refresh programming interrupted for this special edition takeover
• VEO Conference: One month away—don’t miss this inaugural event
• Register here: https://www.issa.com/events/veo-conference/

• Use code VEO20 for a discount

🔹 Clear Cache:

• The emotional “why” behind Karina’s mission to launch VEO
• 70% of our industry’s frontline is Hispanic—why that must shape leadership strategy
• Who VEO is for: business owners, managers, frontline team members, and allies
• From gala awards to high-impact education: what makes this event different
• Cultural representation and why it matters for scalable change
• Industry leaders stepping up: sessions on job costing, M&A, women in leadership, inclusive hygiene, and more

• A rallying cry: how every part of the industry can help elevate the community that built it

💡 “This isn’t just a party. It’s a movement. A moment. A chance to show up for the people who show up for us every single day.”

🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, or wherever you get your podcasts.

Connect with the Hosts:
Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/
Karina Neff – https://www.linkedin.com/in/karina-neff-01b0782a/

📶 In this episode of Hard Refresh, hosts Caden Hutchens and Karina Neff sit down with John Kunzier, CEO and President of Invisible Sun Technology, to explore how IoT is reshaping janitorial services—from demand-driven cleaning to real-time proof of service.

With decades of experience across tech, marketing, and construction, John shares a fresh, field-tested perspective on using data to drive staffing, compliance, and smarter operations—without creating fear or complexity.

In This Episode:

🔹 Quick Control:

• Catch last week’s episode: Flipping the Script on Tech Friction with Libby DeLucien (Ep. 22)

🔹 Clear Cache:

• Two Truths & a Lie: The Panama Canal, Division I volleyball, and the Appalachian Trail
• Why transparency and IoT shouldn’t scare middle managers
• Using smart sensors to reduce scope creep and track outcomes in real time
• “Data-influenced” leadership vs. data-obsessed micromanagement
• How IoT helped a hospital make the case for more staff within two weeks
• The gap between building automation and janitorial tech—and how to close it
• Why labor is still the biggest cost—and the biggest opportunity for smart tech
• Advice for service leaders who want to bring clients along the innovation journey

💡 Whether you’re trying to prove value,manage teams better, or implement smarter tools, this episode breaks down howIoT can support better outcomes—not just more oversight.

🎧 Subscribe & Follow HardRefresh on Spotify, YouTube, or wherever you get your podcasts.

Connect with the Hosts & Guest:
Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/
Karina Neff – https://www.linkedin.com/in/karina-neff-01b0782a/
John Kunzier – https://www.linkedin.com/in/johnkunzier215527978/

💡In this episode of Hard Refresh, host Caden Hutchens is flying solo and sitting down with the powerhouse behind WootRecruit and Sell Convert Clean—Libby DeLucien. From scaling residential cleaning during COVID to building multiple SaaS brands, Libby shares how to avoid tech overload, reduce operational friction, and build smarter systems before you buy the software.

If you’ve ever said “we’ll fix it with tech,” this one’s for you.

In This Episode:

🔹 Quick Control:

• August 26 Webinar: What Does Best-in-Class Building Retention Look Like? – Led by Gerald Fong (BrightGo) and guests
• Next CLX Event: September 23 — AI for Customer Relationship Management (digital learning experience)

🔹 Clear Cache:

• AI-generated roast: KPIs in your coffee, CVS-length email signatures, and more
• Why cleaning companies are actually “SaaS businesses in disguise”
• The trap of solving every problem with software
• Libby’s "tech stack house cleaning" method for reducing bloat
• Why you should build your process first—on paper—before choosing tools
• From chaos :arrow_right: order :arrow_right: automation: The right sequence for scaling
• How Sell Convert Clean turned from a web quoting tool into a quoting system
• Proactive vs. reactive automation: Don’t just fix problems—prevent them

💬 “Don’t automate chaos. Get clear on what you’re doing, why, and who it’s for—then go shopping for software.”

🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, or wherever you get your podcasts.

Connect with the Host & Guest:

Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/

Libby DeLucien – https://www.linkedin.com/in/libbydelucien/

🧹 What does six decades in the cleaning industry teach you? In this episode of Hard Refresh, host Caden Hutchens and co-host Karina Neff sit down with Ron Segura, President of Segura & Associates and a true industry legend, to trace the arc of cleaning technology from hydrochloric acid to AI-powered operations—and everything in between.

With 60 years of experience across contracting, distribution, consulting, and a decade leading janitorial operations at WaltDisney Co., Ron brings history, perspective, and practical wisdom for the next generation of cleaning leaders.

In This Episode:

🔹 Quick Control:

• Upcoming August 6 Webinar led by BrightGo
• Stay tuned for the next CLX topic + in-person event in Las Vegas
• Catch last week’s episode: Biometrics & Behavioral Change with Josh Vesely of Findd (Ep. 19)

🔹 Clear Cache:

• Two Truths & a Legend: Henry Winkler, Bette Midler, and Disney secrets
• From hydrochloric acid to neutral cleaners: How chemical innovation shaped the industry
• The Disney decade: Managing 5M sq. ft. of corporate real estate and 120 in-house janitors
• The danger of promoting features instead of benefits when selling technology
• How to win sustainability buy-in (and get written into your client’s annual report)
• Why software doesn’t solve root causes—people do
• The “repetitive problem” gap and how tech can finally close it
• Ron’s call to the next generation: why the industry’s future is brighter than ever

💡 Whether you’re a BSC, distributor, or manufacturer, this episode is a masterclass in honoring the past while building the future of cleaning.

🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, or wherever you get your podcasts.

Connect with the Hosts & Guest:
Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/
Karina Neff – https://www.linkedin.com/in/karina-neff-01b0782a/
Ron Segura – https://www.linkedin.com/in/seguraassociates/

🧠 In this episode of Hard Refresh, hosts Caden Hutchens and Karina Neff sit down with Josh Vesely from Findd to dig deep into what it actually takes to roll out biometric tech in the janitorial world—and why success has way more to do with people than software.

From facial recognition and sentiment analysis to practicalchange management, this conversation isn’t about flashy features—it’s about making adoption real at scale, without losing trust or traction.

In This Episode:

🔹 Quick Control:

• Last week’s episode: Tech, Trust & Turnover with Michelle Audas from Swept (Ep. 18)
• Catch up on our Mini-Series from ISSA BGS: Episodes 15–17
• Next guest: Industry veteran Ron Segura joins the show

🔹 Clear Cache:

• Josh’s AI roast—read live on the air
• What makes facial recognition more worker-friendly than other biometrics
• Why “liveness detection” is changing how we clock in and track accountability
• Using sentiment analysis to flag burnout before it spreads
• How Findd adapts to real-life shifts: facial hair, glasses, mood
• Change management strategies that actually work at the frontline level
• Why the worst-performing site is the best place to pilot new tech
• The “readiness, willingness, ableness” model of real-world implementation
• Gold nugget: Slow down to speed up—don’t rush the rollout, or the ROI

💡 Whether you're scaling systems, updatingsoftware, or just trying to get your team to use the new app—this one’s packedwith field-tested lessons on tech adoption that lasts.

🎧 Subscribe & Follow HardRefresh on Spotify, YouTube, or wherever you get your podcasts.

Connect with the Hosts & Guest:
Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/
Karina Neff – https://www.linkedin.com/in/karina-neff-01b0782a/
Josh Vesely – https://www.linkedin.com/in/joshvesely/