Retain commercial cleaning clients with these 20 tips. Improve communication, quality, and service to boost loyalty and grow your business.

As a commercial cleaning business owner, retaining clients is as important as acquiring new ones. Happy, long-term clients provide a stable income stream and can even refer new business to you. To help you keep your clients satisfied and loyal, we’ve compiled a list of 20 tips to improve customer retention.

Communicate Effectively

Maintain open lines of communication with your clients. Respond promptly to their inquiries, concerns, or feedback—insight: Effective communication builds trust and shows your clients that you value their input. Consider using various channels like phone, email, or a dedicated client portal to make it easy for them to reach you. With our JM Connect app, the ultimate mobile app designed to revolutionize the way you manage your cleaning team and streamline your operations. Our cutting-edge cleaning business software empowers you to take control of your operation with confidence, while elevating the professional image of your team to new heights. You can effortlessly track and document all your standard operating procedures, services, and supplies, ensuring that your facilities consistently receive the highest level of care and attention. Our app is designed to help you maintain a clean, safe, and healthy environment for your clients, employees, and visitors, giving you peace of mind knowing that no detail has been overlooked.

Set Clear Expectations

Discuss and agree upon the scope of work, timelines, and any special requirements before starting a project. Insight: Setting clear expectations from the outset helps avoid misunderstandings and ensures that both parties are on the same page. Be sure to document these expectations in a written contract or service agreement.

Tips For Retaining Cleaning Clients

Be Consistent

Maintain a consistent level of service quality across all cleanings to build trust and reliability. Insight: Consistency is vital to building a solid reputation and keeping clients happy. Develop standard operating procedures and quality control measures to ensure your team delivers the same high-quality results every time.

When it comes to retaining commercial cleaning clients, Janitorial Manager stands out as the go-to solution. Schedule a free call with Janitorial Manager to learn how mobile-friendly janitorial software can help your team improve.

Train Your Staff

Conduct thorough training for your cleaning team to ensure they meet your high standards and can handle various cleaning situations—insight: Well-trained staff are more efficient, effective, and confident. Provide ongoing training opportunities to keep their skills sharp and ensure they’re up-to-date with the latest cleaning techniques and safety protocols.

Use Quality Products and Equipment

Choose cleaning products and tools that are effective, safe, and environmentally friendly. Insight: Using high-quality products and equipment improves the effectiveness of your cleaning services and demonstrates your commitment to your client’s health and well-being. Consider highlighting your use of eco-friendly or hypoallergenic products in your marketing materials.

Be Flexible

Be willing to accommodate your clients’ schedules and special requests whenever possible. Insight: Flexibility is a valuable trait in any service-based business. By being willing to work around your clients’ schedules or handle last-minute requests, you show that you prioritize their needs and are committed to their satisfaction.

Offer Competitive Pricing

Keep your prices competitive while providing high-quality service to maintain client loyalty. Insight: While offering the lowest prices to attract clients may be tempting, focusing on value rather than just cost can be more effective in the long run. Be transparent about your pricing and emphasize the quality and reliability of your services.

Provide Value-Added Services

Additional services like deep cleaning, carpet cleaning, or window washing to meet your clients’ diverse needs. Insight: Expanding your service offerings can help you stand out from competitors and provide a one-stop shop for your client’s cleaning needs. Consider surveying your clients to identify which additional services they would find most valuable.

Conduct Regular Inspections

Regularly assess the quality of your team’s work to identify areas for improvement and ensure client satisfaction. Insight: Regular inspections help you catch any issues or inconsistencies before they become significant problems. Use a checklist or rating system to evaluate your team’s performance and provide constructive feedback objectively.

Address Issues Promptly

If a client raises a concern, address it quickly and professionally to show that you value their feedback. Insight: Promptly addressing client concerns shows that you take their feedback seriously and are committed to their satisfaction. Train your staff on handling common issues and escalate more complex problems to management when necessary.

Build Personal Relationships

Get to know your clients personally to foster a stronger connection and increase loyalty. Insight: Building personal relationships with clients can help you better understand their needs and preferences. Encourage your staff to engage in friendly conversation and remember key details about your clients’ lives and businesses.

Be Proactive

Anticipate your clients’ needs and offer solutions before they even ask. Insight: Being proactive shows that you’re invested in your client’s success and are always looking for ways to improve their experience. Stay informed about industry trends and best practices, and share relevant insights or recommendations with your clients.

Maintain a Professional Appearance

Ensure your staff wears clean, branded uniforms and always presents a professional image. Insight: A professional appearance helps build trust and credibility with your clients. Invest in high-quality uniforms and enforce strict grooming and hygiene standards for your staff.

Implement a Quality Control System

Develop a checklist or system to ensure consistent, high-quality results for every cleaning. Insight: A well-designed quality control system helps ensure no details are overlooked and that every cleaning meets your high standards. Consider using technology like Janitorial Manager to streamline the process and provide real-time feedback to your team.

Offer Customized Cleaning Plans

Work with clients to create personalized ones that meet their needs and budgets. Insight: Offering customized cleaning plans shows that you value your client’s unique requirements and are willing to tailor your services accordingly. Take the time to understand each client’s priorities, budget, and schedule, and develop a plan that maximizes their value.

Use Eco-Friendly Practices

Demonstrate your commitment to sustainability by using green cleaning products and methods when possible. Insight: Many clients are increasingly concerned about the environmental impact of their products and services. Adopting eco-friendly practices allows you to appeal to environmentally-conscious clients and differentiate your business from competitors.

Provide Regular Reporting

Keep clients informed about the work you’ve completed and any issues you’ve encountered through regular reports or updates. Insight: Regular reporting helps keep your clients informed and involved in cleaning. Consider using a standard report template or format to ensure consistency and clarity. Janitorial Manager offers a comprehensive client portal that provides your customers with unparalleled transparency and control over the janitorial services performed in their facility.

Show Appreciation

Express gratitude to your clients through thank-you notes, holiday cards, or small gifts to show that you value their business. Insight: Showing appreciation for your client’s business can help strengthen your relationship and increase loyalty. Consider personalizing your gestures of appreciation based on each client’s preferences or interests.

Employee Incentives

Motivate your staff to deliver exceptional service by offering bonuses, rewards, or recognition for outstanding performance. Insight: Employee incentives can help boost your team’s morale, productivity, and job satisfaction. Consider implementing a formal recognition program or offering performance-based bonuses to encourage consistent, high-quality work.

Ask for Feedback

Regularly solicit feedback from your clients to identify areas for improvement and show that you value their opinions. Insight: Asking for feedback demonstrates that you value your clients’ perspectives and are committed to continuous improvement. Use surveys, phone calls, or in-person meetings to gather feedback and follow up on any issues or suggestions raised. At Janitorial Manager our software allows to scan a unique code to view when the room or facility was last cleaned, giving them peace of mind and confidence in the cleanliness of their surroundings. This feature also presents an opportunity for guests to provide valuable feedback through a simple, user-friendly survey, rating the cleanliness of the space they’re in.

Go Above and Beyond

Look for opportunities to exceed your client’s expectations, whether by tackling a tough stain or accommodating a last-minute request. Insight: Going above and beyond for your clients can help create memorable experiences and differentiate your business from competitors. Encourage your staff to look for ways to “wow” clients and empower them to make decisions prioritizing client satisfaction.

Implementing these 20 tips can help you build stronger, more lasting relationships with your commercial cleaning clients. By consistently delivering high-quality service, communicating effectively, and showing genuine care for your clients’ needs, you can set your business apart from the competition and enjoy the benefits of a loyal client base.

Remember, retaining commercial cleaning clients is an ongoing process that requires continuous effort and attention. Regularly assess your performance, seek feedback, and adjust to ensure you always meet or exceed your client’s expectations.

In addition to these tips, consider investing in your professional development and team. Attend industry conferences, workshops, and training sessions to stay informed about the latest trends and best practices in commercial cleaning. This knowledge can help you innovate your services, improve efficiency, and provide more excellent value to your clients.

Finally, consider the power of a positive attitude and a friendly demeanor. Your clients want to work with people they like and trust, so encourage your team to build rapport with clients and always maintain a professional, courteous attitude.

By focusing on client retention and consistently delivering exceptional service, you can build a thriving commercial cleaning business with a loyal client base that will support your growth for years.

Improve communications and keep up with your employees. Schedule a free call with Janitorial Manager to learn how mobile-friendly janitorial software can help your team improve communication.