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Our Purpose is Simple: to Deliver a Remarkable Client Experience

Trilogy has been committed to surpassing the highest standards through innovation, creativity, and efficiency. We started with a question: what would it take to provide the most remarkable experience to every client and employee?

Cleaning technicians reviewing Trilogy Copilot

Our Mission

Since our beginnings, Trilogy has been obsessed with delivering a remarkable client experience that is so transformative people refer to our brand as the highest possible standard that can be achieved. Our mission is to show the world what’s possible when you take on giant challenges and focus on innovation to solve them. To that end, we’ve proven that we can deliver excellence to clients, as well as employees, suppliers, shareholders, and our communities, in a lasting way.

Our Values

  1. Client Experience Approach: Delivering legendary customer service with rapid response and warmth, we exceed expectations to create memorable experiences and forge lasting connections.

  2. Excellence and Quality: Committed to the highest standards in all we do, from our services to our interactions, we continually ask, “Is this our best work?”

  3. Integrity and Accountability: Taking ownership of challenges and displaying unwavering honesty in every action and decision, we prioritize doing the right thing, especially when no one’s watching.

  4. Collaboration: Embracing a team-first attitude, we set aside our ego, actively listen, and share information freely, all while assuming positive intent and focusing on collective success.

  5. Continuous Improvement: From addressing root causes to celebrating achievements, we encourage constructive problem-solving, innovation, and the constant pursuit of excellence.
cleaning technicians

Our Vision

To be the most innovative, client-focused, technology-driven corporate service company known. We foster growth by creating an experience in the physical world. We are the guardians of greatness in the spaces we maintain. We care for facilities where people turn concepts into reality. We know that people do their best work in spaces that enable collaboration, and that attract and retain talent. Our work invites people in, makes them want to stay, and creates an experience that enables them to express their highest level of creativity possible.

Trilogy in Action

Innovation

We pour resources into creative problem-solving. You won’t find Trilogy’s solutions anywhere else.

Employee Care

We are proud of our people, and we work to create a workplace that promotes healthy, happy employees.

Industry Disruption

Our teams challenge the status quo, upending assumptions & reinvigorating the industry.

Community Impact

Trilogy is committed to giving back to our community, as well as intentionally supporting our clients’ initiatives.

Trilogy’s Fundamentals

The Trilogy Way is the foundation on which we operate. We believe extraordinary performance comes from alignment throughout the organization. The 30 Fundamentals that follow describe the behaviors that define our unique culture. These are the things that make us stand out, and they can only be described as Trilogy Magic.

1. Never yield when it comes to quality.
Take pride in the quality of everything you touch and everything you do. Always ask yourself, "Is this my best work?" If it’s not, keep trying. Everything you touch has your signature. Sign in bold ink.
2. Don’t walk by unresolved problems.
Treat every problem, from an outstanding email to a streaky floor, from an employee conflict to an inefficient process, like it’s your responsibility. Find out if somebody is already working on the problem and, if not, tackle it yourself.
3. Close the loop.
Good communication is a key differentiator between ordinary employees and stellar leaders. If someone requests something of you, acknowledge their communication and let them know once it’s been completed. Follow up on everything, and take responsibility to ensure that the job gets done.
4. Move with purpose.
Your work matters. Treat everything you do at work as if it will further your career or hinder it. Set the stage for success by upholding excellence even in the seemingly small things. Every skyscraper begins with a single cornerstone.
5. Treasure, promote, and protect our reputation.
While Trilogy’s excellent service keeps our clients happy, our reputation is what gets us in the door in the first place. Speak highly of yourself, your coworkers, your clients, and the company. Act like everything you say and do either builds up or breaks down the company...because it does!
6. Fix problems at their source.
Just like you wouldn't use a Band-Aid to treat a broken arm, don't assume a quick fix to a problem is sufficient. Identify what is causing the problem, fix it, and systematize the process to ensure the problem doesn't occur again.
7. Take pride in appearance.
Your appearance makes a strong statement about the pride you take in your performance. Dress neatly and professionally. Your appearance (along with the appearance of your desk, cleaning cart, or storage area) makes a statement about the quality of your work.
8. Do the right thing, always.
Demonstrate an unwavering com­mitment to doing the right thing in every action you take and in every decision you make, even when no one's looking. Always tell the truth. If you make a mistake, own up to it, apologize, and make it right.
9. Provide legendary customer service.
Do the little things, along with the big things, that blow people away and make them say, “Wow!” Create extraordinary experiences they'll tell others about. We build customer loyalty when we delight our clients every day. Going the extra mile separates the average person from the superstar. Be a Trilogy superstar.
10. Create an atmosphere of friendliness and warmth.
Every con­versation, phone call, voicemail, email, and text message sets a tone and invokes a feeling. Pay attention to every interaction and be sure you're conveying friendliness, warmth, and helpfulness. Think not just about what you are saying, but how you are saying it.
11. Understand the value of a rapid response time.
People expect us to respond to their questions and concerns quickly, whether it's in person, on the phone, or by email. This includes simply acknowledging that we got the message and we're "on it;” as well as keeping those involved continuously updated on the status of outstanding issues. Rapid response is one of the easiest and best ways to stand out from the crowd.
12. Check your ego at the door.
It's not about you. Don’t let your ego or personal agenda get in the way of doing what's best for the team. Worrying about who gets credit or taking things personally is counterproductive. Make sure every decision is based solely on advancing company and team goals; and as the company grows and succeeds, so will you.
13. Follow through on commitments. 
There's no better way to earn someone’s trust than to be true to your word. Do what you say you're go­ing to do, when you say you're going to do it. This includes showing up for every shift, being on time for meetings, and honoring commitments both big and small. Allow extra time for surprises and delays, and don't let them become excuses.
14. Exercise blameless problem-solving.
Apply your crea­tivity, spirit, and enthusiasm for developing solutions, rather than pointing fingers and dwelling on problems. Identify lessons learned and use those lessons to improve our processes so we don't make the same mistake again. Get smarter with every mistake. Learn from every experience.
15. Practice the “human touch.”
Listen for, and pay attention to, the things that make people unique. Show people you care about them as individuals, rather than as transactions. Engage empathetically with others. Genuine compassion can't be faked.
16. Find a way. Never say “I can’t.”
Be the person who makes things happen - somehow, someway. Respond to every situation by looking for how we can do it, rather than explaining why it can't be done. Be resourceful and show initiative. Instead of asking if it can be done, ask yourself, “What will it take?”
17. Listen generously.
Listening is more than simply not speaking. Be present and engaged. Stop what you are doing, look at the person who is speaking, and think about their words. Let go of the need to agree or disagree. Create space for team members to express themselves without judgment. Above all, listen to understand.
18. Communicate to be understood.
Speak positively, honestly, directly, and in a way that moves the action forward. Never end a conversation until everyone understands the next step. When appropriate, confirm your com­munication by asking others to repeat back their understand­ing to ensure total clarity and agreement. An effective communicator makes an effort to ensure they have been understood.
19. Thrive.
Your well-being is paramount, so take care of yourself. Whether that looks like spending time with your loved ones, staying home when you’re sick, getting regular checkups, enrolling in a skills course, or watching movies with friends, be sure to live a full life outside of work. Do things that make you happy and healthy. Strive to be the best version of yourself that you can be.
20. Share information. Don’t spread misinformation.
Share information freely while respecting confidentiality. Learn to ask yourself, "Who else needs to know this?" Accurate information is one of our greatest assets. Find it, share it, and use it.
21. Celebrate success.
Catching people doing things right is more effective than catching them doing things wrong. Regularly extend meaningful acknowledgment and apprecia­tion in all directions. Celebrate people privately, publicly, and often.
22. Deliver results.
While effort is appreciated, we reward and celebrate results. It’s not only the thought that counts, but also the outcome. Set high goals, use measurements to track your progress, and hold yourself accountable for achieving those results.
23. Stay organized.
Regardless of the quality of your work, if you can't manage multiple issues, tasks, and promises, you won't be an all-star. Maintain a clean and orderly work area. Write everything down. Learn how to organize your thoughts, your time, your communications, and your responsibilities.
24. Look ahead and anticipate.
Whenever you can, solve problems before they hap­pen by anticipating future needs and addressing them in advance. Preventing issues is always more effective than fixing them.
25. Ask “why” if something doesn’t make sense.
Instead of accepting everything at face value, ask “why” if you don’t understand. Allow yourself and others to be curious and inquisitive. Seek clarity. There's no better question than "why?" so never stop asking it, and don’t take it personally when others ask it of you.
26. Get the facts.
Don't make as­sumptions. There's always more to the story than what first appears. Gather the facts before jumping to conclusions or making judgments. Be curious about what other information might give you a more complete picture.
27. Make excellence the rule, not the exception.
Never compromise on our standards. There are always forces trying to push us back…these are headwinds. Fighting mediocre results takes constant effort. Keep getting better. That’s what we do.
28. Pay attention to the details.
From the spelling of someone’s name to proper use of punctuation in an email or text message, from the simplest Copilot task to the most complicated client project ... details matter. Be fanatical about accu­racy and precision. Double-check your work. Get the details right.
29. Assume positive intent.
Work from the assumption that people are good, fair, and honest and that their intentions are posi­tive. Set aside your judgments and preconceived notions. Give people the benefit of the doubt: assume they are trying to do the best they can with what they have.
30. Keep things fun.
Remember that the world has bigger prob­lems than the daily challenges that make up our work. Stuff happens. Keep perspective. Don't take things personally or take yourself too seriously. Smile often! Laugh every day!
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