Leading with Heart: The Inside Story of the 2025 ISSA Residential Award Winners

In an industry built on details, leadership often shows up in the quiet, steady moments-the quick decision to visit a client, the extra hour spent mentoring a technician, or the willingness to own a mistake and make it right.

This year's ISSA Residential Award winners are Arielle Larken, operations manager at Neat & Repeat in Palm Beach Gardens, Florida; and Hannah Smolinski, field manager at All Seasons Cleaning in Ludington, Michigan. They both embody that balance of accountability and empathy that transforms service work into leadership.

Both women are proof that "excellence in cleaning" is about much more than checklists-it's about culture, communication, and compassion that ripple through every crew and client relationship.

Recognition that reflects character

When Arielle Larken learned she had been named the 2025 ISSA Residential Office Team Member of the Year, she didn't expect it.

"I was very surprised," she said. "Rachel [Duffy, owner of Neat & Repeat] had nominated me, but she wouldn't let me see what she wrote or the video she sent in. When I came into the office that Monday, there were balloons and flowers. I cried. She said, 'We did it!'"

For Larken, the award was a moment of reflection-a reminder of how far she and her company had come since rebranding from Custom Cleaning of the Palm Beaches. "Rachel really enhanced my skills," she said. "She found me and made me into what I am today with the company."

For Hannah Smolinski, recipient of the 2025 ISSA Residential Professional Cleaner of the Year Award, the news was even more unexpected.

"I didn't even know I was nominated," she laughed. "When they called to tell me, I thought it was just another after-hours request. I was completely at a loss for words. I didn't think my contribution was that extensive."

Her humility speaks volumes, said her colleagues, who described her as calm under pressure and deeply invested in the growth of her technicians. "Every obstacle we've put in her way, she's handled," said co-owner Carissa Spinner of All Seasons Cleaning. "She just blows us out of the water."

Moments that define leadership

What defines a great field leader or operations manager isn't just policy-it's how they show up when something goes wrong.

For Smolinski, that moment came during a long day at a first-time deep clean. As evening approached and the homeowner grew impatient, a technician called for help.

"I went out there myself," Smolinski recalled. "I reassured the client that we were taking extra time to meet our standard. By the end, they were thrilled-and they signed up for recurring cleanings. That extra time turned a first-time customer into a long-term one."

Larken shared a similar experience, but hers involved protecting her team as much as satisfying a client.

"One customer had just bought a very high-end area rug," she said. "After cleaning, she felt it looked different and blamed the team for not knowing how to handle fine materials." Larken personally went to the home the next morning.

"It turned out the rug's pattern and texture were part of its design. I spent a couple of hours 'refluffing' it and explaining how the fibers lay differently. I even researched the manufacturer's recommendations and found out they had a specialized cleaning service."

Her honesty and education turned a potential loss into loyalty. "The client stayed on our schedule," Larken said. "She appreciated that we took her concern seriously and protected both her investment and our team's reputation."

Training that builds confidence

Both women credit consistent, thoughtful training as the key to maintaining high standards and morale.

"At All Seasons, we pair new technicians with seasoned ones," said Smolinski. "It refreshes the veterans and gives new hires confidence. I tell them: if you're nervous or hesitant, it shows. Confidence is what lets you provide true five-star service."

Larken agrees that confidence grows from clarity. "We've worked to define our training more precisely," she said. "Our people know exactly what excellence looks like. When they have that framework, they take pride in meeting it."

Scheduling, support, and communication

In operations, few challenges rival scheduling. Larken likens it to a strategy game.
"The schedule is kind of like Tetris-you have to fit every piece perfectly," she explained. "I keep close relationships with clients so if we have a big move-in clean or an unexpected delay, I can reach out directly and adjust. That flexibility only comes from consistent communication and trust."

Smolinski's focus is on communication within the team. "As long as someone tells me they're struggling, I'm on my way," she said. "We've built a culture where techs feel comfortable being honest. They know asking for help isn't weakness-it's teamwork."

That openness, her company leaders noted, has changed everything. "When technicians feel heard," said co-owner Lyana Spinner, "they take more ownership. Hannah has helped make that our norm."

Cleaning for a Reason: Service with heart

Beyond operations and logistics, both Larken and Smolinski bring compassion into their work through participation in Cleaning for a Reason, which provides free cleaning services for individuals undergoing cancer treatment.

"For me, it's one of the most rewarding parts of this job," said Smolinski, her voice breaking slightly. "I recently cleaned for a woman I'd known years ago who's now battling cancer. Seeing her again, seeing her fight-it's hard to describe. It's humbling."

Larken said scheduling those cleanings is both emotional and grounding. "These clients are dealing with so much," she said. "If we can take even one thing off their plate-a made bed, a clean kitchen, a fresh space-that matters. It's not just about the cleaning. It's about dignity and relief."

Two of Neat & Repeat's own technicians are cancer survivors, she added. "It reminds all of us why this work matters. It's not just cleaning-it's caring."

The takeaway

Across two different companies and roles, the themes are the same: clear communication, hands-on leadership, and heart-forward service.

Both Smolinski and Larken prove that success in residential cleaning is built not only on process and precision but also on empathy and respect-for clients, technicians, and the work itself. Their example redefines what "professional cleaning" looks like: Not just polished surfaces but strengthened teams and transformed lives.