By Darren Williams, Michael Williams and Roscoe Hamilton, Anago of Washington, D.C. 

Success in commercial maintenance isn’t a matter of luck – it’s a product of deliberate strategy. While countless companies offer the same services, the operators who consistently rise above the rest follow distinctive habits, mindsets, and operational practices. Mastering these differentiators can unlock greater profitability, stronger client loyalty, and a reputation for excellence. 

Run Like a Business 

One of the first distinctions between good operators and great operators is the approach to management. Strong operators understand commercial cleaning isn’t just about performing tasks. It’s about running a profitable, scalable business. 

For first-time business owners, this means prioritizing systems over improvisation. Establish standard operating procedures for every aspect of your operation, from scheduling and quality inspections to inventory management and customer communications. These systems may feel cumbersome at first, but they create a foundation for consistency, efficiency, and client trust. 

Seasoned operators, meanwhile, benefit from periodically reviewing these systems. Even a mature operation can become stagnant if processes are outdated. Consider leveraging technology to streamline workflow, such as automated work order management, digital quality checklists, or advanced reporting tools that provide real-time insight into labor costs, supply usage, and client satisfaction. 

Focus Relentlessly on People 

People are the backbone of commercial maintenance. Operators who invest in their workforce see better results than those who view labor as a commodity. 

For new business owners, building a strong team starts with hiring for attitude and training for skill. Invest in a robust onboarding process that emphasizes safety, client service, and company culture. Early investment in training reduces mistakes, increases efficiency, and builds employee loyalty. 

Experienced operators can elevate their service models by creating pathways for career development and specialization. Consider offering certifications in “green” cleaning, advanced floor care, or equipment maintenance. Not only does this improve service quality, but it also positions your company as a professional leader in the industry, giving clients confidence that they are working with experts rather than general labor. 

Know Your Numbers 

Top operators treat financial management as a strategic tool rather than a reactive exercise. Understanding the cost of labor, materials, and overhead (and how these align with pricing) is critical to long-term success. 

For first-time owners, this might mean closely monitoring your labor hours per client, ensuring every bid is competitive and sustainable. Overestimating profits can lead to cash flow issues, while underestimating costs can erode margins and limit growth opportunities. 

For seasoned leaders, improving profitability may involve analyzing the mix of services offered. Are there premium add-ons clients are willing to pay for? Are there low-margin services that can be streamlined or outsourced? Successful operators continually fine-tune their offerings to balance client satisfaction with financial performance. 

Build Relationships Beyond the Contract 

The most successful operators understand that commercial maintenance is relationship-driven. A satisfied client is more likely to renew contracts, expand service agreements, and provide referrals. For new business owners, building trust starts with communication. Keep clients informed of progress, respond promptly to concerns, and go above and beyond in visible ways — like proactively identifying facility issues or suggesting efficiency improvements. 

Seasoned operators can deepen client relationships by becoming strategic partners rather than service providers. This might involve advising on sustainability initiatives, regulatory compliance, or preventive maintenance programs designed to reduce long-term costs for the client. By demonstrating this level of thought leadership, you elevate your company from a vendor to an indispensable partner. 

Embrace Continual Improvement 

Finally, the best operators never settle. Whether it’s adopting new cleaning technologies, implementing advanced reporting tools, or seeking feedback from both employees and clients, the top companies stay ahead by never standing still. 

New owners should cultivate a mindset of curiosity and learning, seeking mentorship, industry networking, and professional development to avoid common pitfalls. Experienced operators can invest in research and innovation to expand service models, enhance operational efficiency, or introduce value-added offerings like infection control programs, sustainability solutions, or integrated facility management services. 

Success in commercial maintenance comes down to a combination of discipline, people focus, financial acuity, relationship-building, and ongoing improvement. Remember, the best operators differentiate themselves by doing what others often overlook: treating their business like a business, investing in their people, knowing their numbers, cultivating client relationships, and never stopping the pursuit of improvement. 

More to Know 

There are more quick action steps that the best commercial maintenance operators take. Here are a few: 

Standardize your processes. Record SOPs for daily cleaning, inspections, and client communications. Consistency builds trust and reduces mistakes.

Invest in your team. Hire for attitude, train for skill, and offer career growth opportunities. Skilled, engaged employees drive client satisfaction.

Know your costs. Track labor, materials, and overhead. Ensure your pricing protects margins and identify services that can be upgraded or streamlined.

Build client relationships. Communicate proactively, anticipate needs, and offer strategic advice. Going beyond the contract turns clients into long-term partners.

Embrace continual improvement. Adopt new technology, collect feedback, and test innovative services. Staying ahead keeps your company competitive and profitable. 

Darren Williams, Michael Williams and Roscoe Hamilton are the Master Franchise Owners for Anago of?Washington, D.C., part of the Anago Cleaning Systems brand, supporting over 1800 franchises across the U.S. and Canada. For more information about Anago of?Washington D.C., visit www.AnagoDC.com.   


posted on 9/17/2025