Taking great care of an asset fleet is a direct way to drive customer loyalty. Our guest today’s job is just that. 

This episode features an interview with RJ Zanes, Senior Director of Facilities Maintenance at Sam’s Club. Sam’s Club is a warehouse club with 597 locations across the U.S. Prior to Sam’s Club, RJ held operations roles at JLL, Daifuku, JBT Aerotech. 

On this episode, RJ discusses maintaining a billion dollar asset fleet, how he drives accountability through quality assurance, and why his number one goal is providing member delight. 

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Guest Quote

“We operate with the mentality of a member obsession. And what that means for us is keeping our fleet of assets at the optimal state from a physical aesthetic appearance perspective, as well as operations perspective” - RJ Zanes

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Time Stamps 

*(0:23) About RJ

*(1:29) RJ’s responsibilities

*(1:56) RJ’s journey into facilities

*(5:34) A Rotisserie Chicken Fun Fact

*(6:18) Segment 2: Across the Goal Line

*(9:30) RJ’s Asset Management Strategy

*(15:05) Greatest Challenges RJ’s Seen

*(20:30) Segment 3: How We Do It

*(26:00) RJ’s best investments 

*(28:56) You will fail before you will succeed 

*(30:44) Segment 4: Future Forward

*(34:00 Consumer shifts that are here to stay

*(36:52) Fixing the labor shortages

*(38:38) Final words of advice

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Sponsor:

Wouldn’t you like to rest easy knowing that your brick and mortar locations are offering the best possible guest experience? It’s time to partner with ServiceChannel for peak facilities performance. Check out Servicechannel.com to learn more. 

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Links 

• Connect with RJ Zanes on LinkedIn
• Connect with Sid Shetty on Linkedin
• Check out the ServiceChannel Website
• Check out Sams Club’s’ Website