Exceeding Customer Expectations Leads to Repeat Business

Imagine filling a bathtub with water while the drain is wide open. No matter how fast you turn the faucet, the water just keeps slipping away.  

Many companies operate their businesses in similar fashion — pouring resources into attracting new clients while neglecting the ones they already have. The result? A constant struggle to replace lost revenue, higher acquisition costs, and a business that never truly stabilizes. This challenge is made even greater by the pressure to cut costs for clients, often leading them to reconsider service providers.  

The key to long-term success isn't just bringing in new customers — it's proving your value so that the ones you already have stick around. 

Why Retention Matters 

Customer retention is about creating stability in a price-sensitive industry. Many customers feel constant pressure to reduce janitorial expenses, making it critical for BSCs to demonstrate that switching providers to save a few dollars often leads to inconsistency, more complaints, and greater long-term costs. 

What Keeps Customers from Shopping Around 

To combat cost-cutting pressures, building service contractors must offer more than just clean spaces. BSCs must deliver reliability, ease of service, and strategic value. Key factors that drive retention include:

• Reliable Service – A cheaper provider isn't a bargain if inconsistent results lead to constant distractions and employee dissatisfaction. Strong quality controls keep clients from second-guessing their choice.
• Proactive Communication – Regular business reviews and responsiveness help clients feel confident that they are getting what they pay for.
• Seamless Experience – Simplified billing, detailed reporting, and strong management oversight can make it easier for clients to justify the cost of keeping you on board. 

Strategies for Strengthening Retention 

BSCs can increase customer retention by implementing these key strategies: 

• Deliver Consistent Value – Show clients how your service maintains cleanliness, improves employee satisfaction, and reduces unexpected costs.
• Strengthen Client Relationships – Field Managers and other key company leaders should proactively engage, demonstrating attentiveness and responsiveness to customer concerns.
• Leverage Data to Justify Costs – Use performance tracking tools to provide reports on service quality, efficiency, and impact on workplace satisfaction.
• Offer Flexible Solutions – Clients facing budget pressures appreciate options such as phased service adjustments rather than abrupt cost cuts.
• Continuously Improve – Regular feedback and service enhancements ensure that clients see ongoing value, reducing the likelihood of a client going shopping for alternatives. 

Closing the Drain 

Filling a bathtub is easy, but keeping the water inside requires plugging the drain. In a cost-conscious industry, retaining customers means proving that switching providers in search of savings often leads to greater headaches. By demonstrating value beyond price, delivering consistency, and fostering strong relationships, BSCs can prevent clients from slipping away. Growth isn't just about adding new business — it's about keeping the business you've worked hard to earn. 

Jeff Carmon, CBSE, is the Business Development Director at Frantz Building Services. He is also a consultant, content creator, and speaker for Elite BSC, which provides resources and education for like-minded BSCs.