Diamond Certified Company Report

Cappstone, Inc.

Diamond Certified Company Report

Cappstone, Inc.

Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i
Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • Business Practices
  • Current Complaint File
Phone SURVEY RESPONSES FROM 259 VERIFIED CUSTOMERS i

E. T

VERIFIED Cappstone, Inc. CUSTOMER

1 of 259

Quality 10
10 10
Loyalty Yes
CRITIQUE

I would highly recommend them. They're reliable, prompt, and thorough.

They've always been pretty good with getting back to me within the same business day.

C. P. S. F.

VERIFIED Cappstone, Inc. CUSTOMER

2 of 259

Quality 10
10 10
Loyalty Yes
CRITIQUE

I would recommend them. I'm very satisfied with the work they have done. As far as I'm concerned, they're an eleven out of ten.

The quality of their work and their excellent customer service go hand in hand. They're helpful and always answer my questions.

E. A.

VERIFIED Cappstone, Inc. CUSTOMER

3 of 259

Quality 10
10 10
Loyalty Yes
CRITIQUE

I have recommended them before, and I would recommend them again.

I think they have good customer service. They're personable, responsive, and conscientious.

Read All 259 Survey Responses at Ratings View
Diamond certified VIDEO PROFILE
Diamond certified company PROFILE

Nick Mettler, Principal

Cappstone, Inc. provides commercial janitorial services for all types of facilities throughout the Bay Area. As a certified Bay Area Green Business, the company uses environmentally-friendly cleaning methods and products, including those certified by Green Seal.

Cappstone also implements a variety of processes and protocols that ensure each facility’s environment is kept both clean and safe. Cappstone is dedicated to transparency and communication. “We take away our customers’ headaches when it comes to managing their facilities,” explains owner and Principal Nick Mettler. “We look at each client relationship as a true partnership, and that’s been the key to our success. We have a system that has worked for 30-plus years.”

Cappstone has a team of highly trained and responsive account managers who are assigned to every client. Each account manager is responsible for building and maintaining strong, long-lasting relationships with clients by meeting their expectations and the ever-changing needs of their facilities.

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DIAMOND CERTIFIED RESEARCHED CAPABILITIES ON Cappstone, Inc.

COMPANY CONTACT
Service AREA

San Francisco
Marin County
Sonoma County
Napa County
Contra Costa County
Alameda County
San Mateo County
Santa Clara County

SERVICES PERFORMED

Commercial Janitorial Services

BRANDS Supported

DIAMOND CERTIFIED RESEARCHED ARTICLES ON Cappstone, Inc.

Cappstone’s employees are friendly and professional.

Company Profile

Cappstone, Inc. provides commercial janitorial services for all types of facilities throughout the Bay Area. As a certified Bay Area Green Business, the company uses environmentally-friendly cleaning methods and products, including those certified by Green Seal.

Cappstone also implements a variety of processes and protocols that ensure each facility’s environment is kept both clean and safe. Cappstone is dedicated to transparency and communication. “We take away our customers’ headaches when it comes to managing their facilities,” explains owner and Principal Nick Mettler. “We look at each client relationship as a true partnership, and that’s been the key to our success. We have a system that has worked for 30-plus years.”

Cappstone has a team of highly trained and responsive account managers who are assigned to every client. Each account manager is responsible for building and maintaining strong, long-lasting relationships with clients by meeting their expectations and the ever-changing needs of their facilities.

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Company Philosophy

“We are dedicated to cleaning every commercial property to the client’s personal standards. Owning and maintaining a commercial property takes a lot of work, whether one person is responsible or designates tasks to other individuals. Regardless of the types of businesses our clients own or run, it’s important to ensure their facilities are kept clean and safe at all times. Not only does a clean property appeal to both customers and potential customers, it also looks great for employees, boosting morale and respect for where they work.”

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Comparative Summary

Janitorial service companies are always looking for ways to differentiate themselves from their competition, and those that have earned the prestigious Diamond Certified award are already several steps ahead. In addition to its Diamond Certified status, Cappstone, Inc. distinguishes itself by focusing intently on customer communication and interaction. “A lot of cleaning companies make big promises, but they don’t really have plans in place to implement those promises,” says CEO Charles Howatt. “We come in with color-coded schedules and calendars for our cleaners, as well as a web portal that customers can use to follow along with what we’re doing and when we’re doing it.”

Cappstone has been providing environmentally-friendly janitorial services for commercial clients throughout the entire Bay Area (including Sacramento) since 2005. The company serves all types of businesses, including administrative offices, medical facilities, restaurants, homeowners’ associations (HOAs), health clubs, schools, retail establishments, night clubs and movie theaters. As a certified Bay Area Green Business, it only uses Green cleaning methods and products, including those certified by Green Seal®.

Unlike janitorial service companies that leave their cleaning crews to manage themselves while they work, Cappstone provides a quality control manager for every project–a comprehensive approach that Mr. Howatt credits for his company’s high client retention rate. “Our quality control managers are rarely in the office,” he says. “Their job is to be out in the field, ensuring the work is being done properly and each client is completely satisfied.”

Another distinctive feature of Cappstone is its transparent approach to doing business, which includes allowing clients to access the names and photos of all the cleaners who are authorized to be on their property, providing in-depth information about all the chemicals and products to be used (including OSHA Material Data Safety Sheets), and more. “It’s unusual for a cleaning company to be as transparent as we are,” says Mr. Howatt. “We show our clients what we’re doing at the back end, which gives them confidence in our ability to clean effectively.”

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Industry Info

Take simple steps to ensure your workplace is odor-free. A recent survey conducted by Harris Interactive revealed that retail consumers rank unpleasant odor as a top annoyance over poor customer service. It may seem like an inconsequential issue, but the fact is, unpleasant odor directly impacts customers’ perceptions of a business and prevents them from ever returning or recommending the business to others. To help combat unappealing scents in your workplace, consider the following tips:

Clear the air. Implement air fresheners to counteract odors and provide a clean scent. Select air fresheners that operate on a 24-hour basis and neutralize odor-causing bacteria rather than masking it. Choose a fragrance that complements the application and limits volatile organic compounds (VOCs) to meet environmental safety standards.

Attack odor at the source. In restrooms, use automatic flushes, automatic drips and urinal screens to eliminate odor. Automatic flushes keep toilets free of debris and work on-demand. Automatic drips neutralize odor that comes from urinals and cleans them. While some urinal screens have a scent, they also help eliminate odor caused by urine on the floor. Also, don’t forget to perform obvious odor-control tasks by taking out the trash frequently and cleaning the facility daily.

Deep clean. Beyond a daily clean, routinely deep clean floors and restrooms to extract and eliminate odor-causing contaminants. Use a high-pressure steam system to remove dirt, break down buildup, and extract all contaminants from grout lines, tile and carpets. For a restroom deep clean, scrub walls, floors, toilets, urinals, sinks, mirrors and fixtures using chemicals, agitation and extraction.

Address indoor air quality (IAQ). IAQ significantly helps provide a clean scent throughout a facility. Clean coils and change air filters in ventilation systems on a routine basis for proper circulation. Also, place mats strategically around the facility to capture contaminants and prevent them from settling into carpets or the air filtration system. Properly maintain any floor mats on a regular basis to prevent them from becoming saturated.

Partner with the right facility services provider to develop a customized odor maintenance program. Your provider should visit your facility on a regular basis to refill odor management products and ensure all units are working properly. It should also provide staff members with the tools and chemicals needed to clean and sanitize the facility every day. Trained technicians will also deep clean floors and restrooms, which is valuable for businesses that don’t have the equipment or staff required for such maintenance.

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Frequently Asked Questions

Q: Are your prices competitive?

A: Yes. We invest a lot in quality control, so we may not always be the lowest bidder, but we work efficiently and are continually looking to reduce costs without sacrificing quality.

Q: Do many businesses simply hand you the keys so you can clean at night?

A: Yes, and it’s not surprising when you consider our track record. If you’re not comfortable letting a third party into your office, you can talk with our current and past clients to build your trust. We’re also bonded and insured, so you’re covered from a financial liability standpoint.

Q: What do you do about security and alarm systems? What procedures do you have for site security?

A: Before we start work, we’ll sit down with you and develop a security plan that includes the alarm codes and procedures our cleaners will need to enter the facility, as well as procedures for what to do and who to call if they discover a problem, such as arriving and finding the facility open when it shouldn’t be.

Q: Are your cleaners trustworthy and professional?

A: Absolutely. Our cleaners are honest, hard working people who have embraced technology by equipping themselves with email-enabled cell phones. This allows them to communicate quickly and efficiently in response to directions they receive, situations they encounter and questions they have.

Q: Do you provide references?

A: Yes. We have a list of clients whom you can contact to find out more about the quality of our work.

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SELECTED PHOTOS FROM Cappstone, Inc.

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DIAMOND CERTIFIED EXPERT CONTRIBUTOR ADVICE & TIPS FROM Dain Vogel

Expert CONTRIBUTOR PROFILE
  • Dain Vogel is an account manager at Cappstone, Inc., a Diamond Certified company. He can be reached at (415) 484-5907 or by email.

Dain Vogel: A Clean Opportunity

By James Florence, Diamond Certified Resource Reporter

SAN FRANCISCO — Any employee likes having a good boss, but Dain Vogel really lucked out when he got a chance to work for his longtime mentor. “After six years working as an elementary school teacher, I was looking for a career change,” he recounts. “About that time, I came upon a job opportunity with Cappstone, Inc. I’ve known the owner, Nick Mettler, for a long time. Nick has always been a bit of a mentor to me—I’ve often gone to him for advice and he has helped guide me along my path. So, naturally, when I got a chance to work for him, I jumped at it.”

Today, as an account manager with Cappstone, Inc., Dain says his favorite part of his job is the challenge of solving his clients’ janitorial problems. “Often, when we get a new client, they’re expecting us to solve certain issues for them. I enjoy taking on that challenge and working with clients to find solutions for their janitorial needs.”

A resident of San Francisco (where he lives with his wife, Casey), Dain spends his time outside of work on a variety of active pastimes. “I like going on walks with my wife, playing basketball, hanging out with friends and watching sports,” he lists. “Living in San Francisco, there are plenty of opportunities for fun as well, with great restaurants, music, sports venues, and other places to discover and explore.”

In regard to his professional career, Dain espouses the importance of ongoing improvement. “One thing I really appreciate about working at Cappstone is we’re constantly looking to improve and build on our success,” he explains. “It’s easy for a company to maintain a certain status quo, but if you’re not growing and staying inspired, you’re going to get stagnant. That’s why we’re always thinking of new ways to improve our service. I think that’s a big reason our clients are so loyal—they can see how much we care about quality and how hard we work to keep them satisfied.”

When asked the first thing he’d do if he were to retire tomorrow, Dain gives a two-fold answer. “For one, I’d do some traveling and spend time abroad with my family. Secondly, I’d do some volunteering, whether helping disadvantaged kids in schools or working with the homeless.”

Ask Me Anything!

Q: What’s your favorite TV show?
A: “The Wire.”

Q: Have you ever met anyone famous?
A: Steve Young.

Q: If you could pick up a new skill immediately, what would it be?
A: Playing the guitar.

Q: What kind of music do you like?
A: All sorts, but mainly ’80s music.

Q: Do you collect anything?
A: I collect newspaper clippings when local sports teams have big victories and other milestones.

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Expert articles
  • The Importance of Dispenser Keys in Commercial Spaces

    SAN FRANCISCO — If you’re a business owner moving into a new commercial space, the first thing you’ll likely ask for is a key to the front door. However, there’s another type of key that’s important in commercial properties yet often forgotten: keys to paper towel and soap dispensers in bathrooms and work areas.

    It’s not surprising that paper towel and soap dispensers tend to get overlooked—after all, as a business owner, you have more important things to think about, like filling orders and serving customers. However, when these amenities run out and you realize you don’t have a key to the dispensers, it can result in an inconvenient and potentially embarrassing situation.

    To avoid this, remember to ask the property owner for both the door keys and the dispenser keys. To be on the safe side, request a couple of extra sets and store them in a designated area. To help prevent loss, attach each dispenser key to a larger object that makes it easy to find.

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Expert video tip
  • Video: The Importance of Extra Keys

    Complete Video Transcription:

    SAN FRANCISCO — Host, Sarah Rutan: Whether for the bathroom or a paper towel dispenser, a business can never have enough keys. Today we’re in San Francisco with Diamond Certified Expert Contributor Dain Vogel of Cappstone, Inc. to learn why.

    Diamond Certified Expert Contributor Dain Vogel: Whenever you’re doing construction or replacing a paper towel or soap dispenser, make sure to ask the company for a lot of extra keys. This way, during the business day, if something runs out, you can easily replace them. And, also, taking one of those keys and attaching it to some sort of object that’s not easily displaced, and letting everyone know where that key is being held.

    Host, Sarah Rutan: To learn more from local, top rated companies, visit our Diamond Certified Expert Reports at experts.diamondcertified.org.

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DIAMOND CERTIFIED EXPERT CONTRIBUTOR ADVICE & TIPS FROM Cori Chipman

Expert CONTRIBUTOR PROFILE
  • Cori Chipman is chief operations officer of Cappstone, Inc., a Diamond Certified company. She can be reached at (415) 484-5907 or by email.

Cori Chipman: A Dynamic Career

By James Florence, Diamond Certified Resource Reporter

SAN FRANCISCO — Cori Chipman never planned on getting a job in the janitorial industry, but after nearly a decade, she’s glad she did. “I doubt that I would have applied at a janitorial company if it weren’t for the 2008 recession,” she explains. “I was working in the hospitality industry in Hawaii and the recession hit us particularly hard. I ended up moving back to San Francisco, where I immediately began looking for work. One of the companies I applied at was Cappstone, Inc. I had no idea what working for a janitorial company would be like, but I was willing to give it a shot. After being hired as an account manager, I was pleasantly surprised to discover how interesting and dynamic the janitorial industry was. Over time, I worked my way up to director of operations and eventually became COO.”

Today, Cori says her favorite part of her job is its inherent variety. “We clean all types of facilities, from basic office buildings to major music venues and science labs, and each facility needs something totally different from us. Sure, the basics of the job are still there, but the unique logistics and operations of each client requires us to get creative and tailor our services to meet their needs.”

A resident of San Francisco, Cori spends her time outside of work on a variety of active pastimes. “I enjoy stand-up paddle boarding, yoga and helping with community-based art projects,” she details. “A few years ago, I was on the planning committee for a project called ‘Hidden Garden Steps,’ which raised $500,000 to get a staircase in the city cleaned up and tiled with a beautiful mosaic. These types of projects often need a little help with the administrative aspects, so it feels good to help by applying my professional knowledge.”

In regard to her professional career, Cori praises the unsung janitorial heroes that facilitate our daily lives and livelihoods. “It always amazes me to think about the thousands of people who turn the city over every single night. When you get to your office in the morning and the trash can is empty and the kitchen breakroom is clean, it’s easy to take that for granted. Most of us don’t realize how many hardworking people it takes to make this happen, so I always want to acknowledge that.”

When asked the first thing she’d do if she were to retire tomorrow, Cori says she’d take a trip to the Emerald Isle. “I’ve always wanted to go to Ireland and I actually have family there, so I would definitely take the opportunity to visit.”

Ask Me Anything!

Q: Are you an early bird or a night owl?
A: An early bird.

Q: What’s your favorite snack?
A: Anything pickled.

Q: What was your first job?
A: I worked at a Hollywood Video. My uniform included a tuxedo t-shirt, a cummerbund and a bowtie. I was pretty popular with my friends because I had early access to all the new releases.

Q: If you could time travel, would you go to the past or the future?
A: The past—either to Victorian-era England or the U.S. during the Roaring Twenties.

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Expert articles
  • Strategy for Maintaining a Breakroom Refrigerator

    SAN FRANCISCO — A janitorial hot spot in most offices and workplaces is the breakroom refrigerator. When this gets neglected (which is commonly the case), it can result in foul odors, mold growth and other unpleasant developments. One day, it’s someone’s lunch; the next, it’s a weird science project.

    A good way to avoid this unappetizing scenario is to schedule regular refrigerator cleanings with your janitorial service provider. The frequency of cleanings will depend on the size of your staff and how many people use the refrigerator; typically, once a week is a good interval.

    While establishing a refrigerator cleaning schedule is helpful, there’s still the problem of knowing what to throw out and what not to throw out. For example, a staff member may have some leftovers they’re still planning to eat or a plastic container they want to reuse. On the other hand, you can’t just leave things in there indefinitely to avoid upsetting people. So, how do you address this dilemma?

    Try this simple strategy: On each refrigerator cleaning day, ask staff members to place any food items they want to keep into a designated bin. When the janitorial staff arrives, they’ll take the bin out. This will allow them to clean and sanitize the entire refrigerator and throw out the science projects. When finished, they’ll return the bin. That way, the refrigerator can get cleaned without anyone’s leftovers or containers getting accidentally thrown away.

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Expert video tip
  • Video: Breakroom Refrigerator Cleaning Tip

    Complete Video Transcription:

    SAN FRANCISCO — Host, Sarah Rutan: One challenge in any office or workspace is keeping the breakroom refrigerator clean. Today we’re in San Francisco with Diamond Certified Expert Contributor Cori Chipman of Cappstone, Inc. to learn a helpful strategy.

    Diamond Certified Expert Contributor, Cori Chipman: Okay, a hot spot in most offices is always the breakroom refrigerator. When it gets neglected, there’s always a smell that happens. There’s stuff that gets left in there. There’s a science project that starts growing. So, what we recommend is weekly refrigerator cleanings, depending on the size of your office or how many people are using it. But weekly or monthly is usually good.

    Now, the problem is you don’t want to throw away something that isn’t supposed to get thrown away. And you don’t want to forget something that needs to be thrown away. So, our tip on this is: Every Friday, or whatever day you choose, ask everyone in your office to put anything that they want to keep into a designated bin. And then when janitorial staff gets there, they take the bin out. And they can clean the entire refrigerator out and sanitize it, throw away the science projects, and then replace the bin. And that way, no one’s special leftovers or grandma’s Tupperware, or whatever that was important, doesn’t get thrown away accidentally.

    Host, Sarah Rutan: To learn more from local, top rated companies, visit our Diamond Certified Expert Reports at experts.diamondcertified.org.

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Cappstone, Inc. WEBSITE AND EXTERNAL FEED
  • Cappstone, Inc. SOCIAL MEDIA FEEDS
COMPANY WEBSITE
https://cappstone.com/
Diamond Certified RATINGS ON Cappstone, Inc.
Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i

Each surveyed customer was asked, “If you needed any helpful expertise, did this company provide that expertise?” To calculate this score, total “Yes” responses were divided by total responses (excluding those that stated they hadn’t needed any expertise).

Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • Business Practices
  • Current Complaint File
Phone SURVEY RESPONSES FROM 259 VERIFIED CUSTOMERS i

E. T

VERIFIED Cappstone, Inc. CUSTOMER

1 of 259

Quality 10
10
Loyalty Yes
CRITIQUE

I would highly recommend them. They're reliable, prompt, and thorough.

They've always been pretty good with getting back to me within the same business day.

C. P. S. F.

VERIFIED Cappstone, Inc. CUSTOMER

2 of 259

Quality 10
10
Loyalty Yes
CRITIQUE

I would recommend them. I'm very satisfied with the work they have done. As far as I'm concerned, they're an eleven out of ten.

The quality of their work and their excellent customer service go hand in hand. They're helpful and always answer my questions.

E. A.

VERIFIED Cappstone, Inc. CUSTOMER

3 of 259

Quality 10
10
Loyalty Yes
CRITIQUE

I have recommended them before, and I would recommend them again.

I think they have good customer service. They're personable, responsive, and conscientious.

Shawna

VERIFIED Cappstone, Inc. CUSTOMER

4 of 259

Quality 10
10
Loyalty Yes
CRITIQUE

We have already referred them.

Their communication, thoroughness and flexibility when we need to change dates.

Kathy

VERIFIED Cappstone, Inc. CUSTOMER

5 of 259

Quality 10
10
Loyalty Yes
CRITIQUE

They are very professional.

The management was very helpful and very professional. They do a good job.

Janay J.

VERIFIED Cappstone, Inc. CUSTOMER

6 of 259

Quality 10
10
Loyalty Yes
CRITIQUE

Professional and thorough

My representative, Rudy, has been really responsive. If I had any issues, they came out quickly to correct them. It has just been easy.

Max

VERIFIED Cappstone, Inc. CUSTOMER

7 of 259

Quality 10
10
Loyalty Yes
CRITIQUE

They are prompt, on time and everything looks great.

We definitely don't need a lot of supervision or reminders with them.

Alex

VERIFIED Cappstone, Inc. CUSTOMER

8 of 259

Quality 10
10
Loyalty Yes
CRITIQUE

They are great and they deliver on their promises. I would recommend them.

They are very good with schedules. They work early and they finish late. They finish the job.

Michelle

VERIFIED Cappstone, Inc. CUSTOMER

9 of 259

Quality 10
10
Loyalty Yes
CRITIQUE

They are excellent.

That it was a good experience

Gail P.

VERIFIED Cappstone, Inc. CUSTOMER

10 of 259

Quality 10
10
Loyalty Yes
CRITIQUE

They should use them.

I have been working with the manager, Salvador, and have been with him for 10 years.

Chuck

VERIFIED Cappstone, Inc. CUSTOMER

11 of 259

Quality 10
10
Loyalty Yes
CRITIQUE

They are very responsive and dependable. They do a thorough job.

Super responsive

Deeana

VERIFIED Cappstone, Inc. CUSTOMER

12 of 259

Quality 10
10
Loyalty Yes
CRITIQUE

They are reliable and they do a good job.

They give a lot of good advice for the plants in our office as well as cleaning.

Robin

VERIFIED Cappstone, Inc. CUSTOMER

13 of 259

Quality 10
10
Loyalty Yes
CRITIQUE

If they need cleaners, check with them.

They come in, they clean, and you can tell that they have cleaned.

David

VERIFIED Cappstone, Inc. CUSTOMER

14 of 259

Quality 10
10
Loyalty Yes
CRITIQUE

What I did like about them is that had a concern and they came out within a couple of days. We did a full walk-thru and we identified a few opportunities. They were taken care of right away and they have good customer service.

Just the individual attention to our account

Jasmine

VERIFIED Cappstone, Inc. CUSTOMER

15 of 259

Quality 10
10
Loyalty Yes
CRITIQUE

Just that they are very reliable, and they do the work that they say they are going to do. We are a property management company. We don't have any problems with them and that is hard to find.

They make my life easy and they follow through. Once we have things set up, they have a good team and good employees.They are detail oriented.

Linda

VERIFIED Cappstone, Inc. CUSTOMER

16 of 259

Quality 10
10
Loyalty Yes
CRITIQUE

They are very responsive and there is not a lot of turnover, so we have had the same person coming here for years.

Just their consistency and they always show up. They take care of everything and we don't have any problems.

David

VERIFIED Cappstone, Inc. CUSTOMER

17 of 259

Quality 10
10
Loyalty Yes
CRITIQUE

They service our property very well and they are reliable. They respond to concerns and they take care of it quickly.

The people I am in contact with are all very helpful.

C. R.

VERIFIED Cappstone, Inc. CUSTOMER

18 of 259

Quality 10
10
Loyalty Yes
CRITIQUE

They are great and I would absolutely use them again.

Good quality service and good communication

C. S. S.

VERIFIED Cappstone, Inc. CUSTOMER

19 of 259

Quality 10
10
Loyalty Yes
CRITIQUE

That they were fast and responsible

They did a good job, but it has been like three or four months.

K. M. C.

VERIFIED Cappstone, Inc. CUSTOMER

20 of 259

Quality 10
10
Loyalty Yes
CRITIQUE

They were competitively priced and they did a good job.

They were on time and they completed their work.

Read All 259 Survey Responses at Ratings View

Contact Info