MTB focuses on listening to and understanding both its customers and employees. This family business has achieved success through long-term effort.
“We have built a great, customer-focused service. Our long-standing customer relationships show that we are on the right track,” says the company’s CEO, Mia Jaaranen.
The family business offers comprehensive services to its customers
MTB Cleaning Services is a perfect example of a successful Finnish family business. The cleaning service company was founded in 1987 by Merja and Antti Backström. Merja managed the company’s operational tasks from the very beginning, which is why the company name is MTB – Merja Tuula Backström. “In the beginning, there was just a basement office, a bucket, and a mop,” laughs the company’s current CEO, Merja’s daughter Mia Jaaranen. MTB Cleaning Services offers a wide range of cleaning services primarily to businesses, government agencies, and associations.
In 2002, in response to customer requests, the company began offering, in addition to traditional cleaning services, electronics recycling and archive disposal services. Today, MTB provides its customers with comprehensive solutions for cleaning and waste management.
MTB’s operations are currently managed by the sibling trio Mia Jaaranen, Nea Backström, and Riku Backström. The division of roles works well within the company. Mia serves as the CEO, Nea is responsible for marketing, and Riku oversees the recycling operations. Each sibling has extensive experience within the company, providing them with a deep understanding of its operations.
The level and scale of competition as the biggest challenge
The competition in the cleaning industry is tough. A smaller company needs to do a lot to rise alongside the big players. MTB Cleaning Services wants to be the company that rises. They have invested heavily in development and made significant investments, including in a 45,000 m² waste management facility in Hämeenlinna. At the same time, they are striving to distinguish themselves more clearly from their competitors.
Large players in the cleaning industry also have the ability to drive down cleaning prices. MTB has not gone down the path of lowering prices in hopes of securing contracts but instead focuses on maintaining quality. With the addition of waste management services, MTB can now offer both cleaning and recycling services as a unified solution from one location. This provides added value to the customer by offering a comprehensive solution to their problems.
“We want to differentiate ourselves from our competitors with a reliable, safe, and personal service,” says Jaaranen. “We invest in the training of our employees, and our customers always know who exactly is cleaning for them.”
”It all starts with cultural integration”
Today, MTB has over 100 employees. MTB Cleaning Services is a multicultural company, with employees from all around the world. “For us, multiculturalism is not a challenge, but a way of working,” says Nea Backström. “It’s rooted in our international family.” The sibling trio has gained solid experience abroad in areas such as sales, marketing, and data security.
Good and motivated employees are the cornerstone of MTB’s operations. The high quality they strive for is primarily based on the well-being of the employees. In a multicultural company, this often involves helping employees adjust to Finland and Finnish culture. MTB’s service supervisors undergo multicultural training to understand how people from different countries or regions can be better integrated.
In addition, all MTB employees undergo training at the MTB Academy, which ensures a knowledgeable and skilled workforce. The academy covers everything from the use of different cleaning agents and work safety to training on customer interaction and behavior on site.
Mia Jaaranen and Nea Backström admit that it can be challenging to come up with activities that bring the entire staff together and work for everyone.