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The Ultimate Guide to Retaining Commercial Cleaning Clients

As a business owner, having regular commercial cleaning clients is an essential part of running any successful operation. However, it’s not always easy to attract and retain these clients, as there are often plenty of cleaning businesses and other competitors vying for their attention.

We believe that retaining commercial cleaning clients can be done in two simple steps; number 1.), creating a professional image; and 2.), providing quality services.

However, as simple as these two steps seem to be; a lot goes into them. This guide will provide tips on how to effectively attract and retain commercial cleaning clients so that you can ensure that your business runs smoothly.

What is a Commercial Cleaning Client?

Cleaning services offered to businesses, commonly known as commercial cleaning companies, play a crucial role in maintaining a clean and hygienic environment. By providing expert cleaning solutions tailored to the specific needs of businesses, commercial cleaning companies ensure that workplaces remain pristine and conducive to productivity.

In addition to the tangible benefits of a clean space, building strong and lasting relationships with regular clients is vital for success in the commercial cleaning industry. By understanding the unique requirements of each client and consistently delivering exceptional service, commercial cleaners foster trust and loyalty, becoming valued partners in maintaining a clean and professional image for businesses of all sizes.

What Does it Mean if My Company Has a Low Retention Rate?

If your company has a low client retention rate, it could mean that customer satisfaction levels are not up to par. In such cases, it is important to take the time to identify potential areas of improvement and implement strategies accordingly.

This may include providing better customer service, investing in employee training or development, offering attractive incentives to reward loyalty, or simply taking the time to understand customer needs and preferences. Taking the time to assess your current strategies and processes, as well as putting new ones in place, can help to increase retention rates significantly.

In addition, investing in a data-driven approach can greatly aid this process by helping you gain valuable insights into customers’ habits and preferences, that will enable you to create more effective strategies tailored to their needs. With the right strategies in place, your company will be able to boost its retention rate and foster customer loyalty for years to come.

What Will Happen If I Don't Foster Customer Retention?

If you don't foster customer retention, customers will be less likely to return to your business in the future. This can lead to decreased revenue, fewer customer referrals, and a drop in overall satisfaction levels among returning customers. Plus, without customer loyalty and positive reviews, it may be harder for small businesses like yours to find new customers in their respective industries.

Ultimately, fostering an environment of customer satisfaction and loyalty is essential for the success of any business. Investing in a comprehensive retention strategy can help ensure that your customers remain loyal and satisfied while also helping to drive growth and profitability for your company.

What Are the Top 5 Ways Companies Lose Commercial Clients?

  1. Failing to provide quality services on time: delivering poor quality work or missing deadlines is sure to turn customers away.
  2. Lack of customer service or responsiveness: providing a friendly and responsive customer service experience is key to customer satisfaction.
  3. Ignoring feedback or suggestions: customers appreciate being heard, so it is important to listen to and address their feedback.
  4. Not staying up-to-date with trends: keeping up with the latest trends in the industry is essential for customer satisfaction.
  5. Poor staff training: investing in suitable training for all employees is critical for quality services and a safe working environment.

how to initially attract clients
How to Initially Attract Commercial Cleaning Clients

The first step in retaining clients is attracting them in the first place. To do this, you need to create a professional image that will grab their attention and make them want to use your services.

Here are some effective ways to achieve your goal:

  • Create a visually appealing website and establish a strong digital marketing strategy. Showcase your services with compelling content and engaging visuals to captivate potential customers.
  • Offer competitive rates that are irresistibly attractive to customers. Provide value-added benefits or discounts to entice them further.
  • Leverage the power of word-of-mouth marketing by encouraging satisfied customers to spread the word about your exceptional services. Positive recommendations and testimonials can significantly boost your reputation and attract new customers.
  • Establish connections and build relationships with local businesses by actively participating in networking events. Engage in meaningful conversations, exchange ideas, and explore potential collaboration opportunities. By forging strong professional connections, you can tap into new customer bases and expand your reach.

By implementing these strategies, you can increase your chances of success and stand out in a competitive market.

How to Retain Commercial Cleaning Clients

Once you have attracted commercial cleaning clients, it’s important to ensure that they stay loyal to you. To do this, you need to make sure that you are providing quality services every time. The benefits of making existing clients happy are that they will become loyal clients and keep coming back for repeat business. This means a more predictable income for you and your business.

As mentioned, we've broken it down into two easy steps: 

1.) Maintain a Professional Image

The first step to retaining clients is consistently maintaining a professional image. This refers to how your business is perceived by current clients and potential customers. It reflects on you as a business owner and the services that you offer.

Benefits of creating a professional image for business owners

First impressions matter, so by always having your best foot forward you can ensure you'll attract and retain more customers. A professional image will also show potential customers that your services are reliable, efficient, and high-quality.

With commercial clients, this is particularly important since businesses are looking for quality assurance. They want to know they’re working with professionals who will deliver results.

Tips On How to Maintain a Professional Image

Never Argue With a Client

To maintain a strong and lasting business relationship with more clients, it is crucial to always exhibit professionalism and courtesy, even in the face of challenging situations. By consistently treating customers with respect and making them feel valued, you can establish a tone that fosters trust and loyalty.

When you argue with a client, you ruin your credibility and image by putting yourself in an unfavorable light. Professionalism and empathy are key to resolving any dispute with a customer.

Have a Strong Complaint Resolution Strategy

Having an effective complaint resolution strategy is not just important, it’s essential for any business that wants to succeed in today's competitive market. When customers encounter issues or have concerns, they need to feel heard and know that their problems are being taken seriously.

By providing a platform for customers to voice their concerns and ensuring that proper measures are in place to address and resolve these issues promptly, your businesses can not only retain their customers but also foster a sense of trust and loyalty.

This commitment to customer satisfaction not only creates a positive customer experience but also generates positive word-of-mouth, which can have a significant impact on the growth and success of your business in the long run.

Create a Code of Conduct Within Your Workplace

Having a code of conduct in place sets the standard for how employees should interact with and treat customers. This includes aspects such as customer service behavior, working hours, communication style, and company policies and practices.

This is important because it ensures that your employees are always representing your company professionally and courteously. It also helps to ensure consistency, which can have a positive effect on customer satisfaction levels.

what are some things i can include in the code of conduct
What Are Some Things I Should Include In My Code of Conduct?

As mentioned, establishing a code of conduct for your workplace is an important step in maintaining a professional image. Some things you may want to include are:

  • Professionalism and courtesy towards customers at all times
  • Respect for customer privacy and confidentiality
  • Prompt response to customer inquiries
  • Appropriate communication style when communicating with customers
  • High-quality services delivered on time


Invest in Effective Communication Tools

Having the right communication tools in place can help your business get in touch quickly and effectively with customers. This could include having a customer service system, an automated messaging platform, or even a chatbot. By investing in these types of solutions, you can ensure that all inquiries are addressed swiftly and accurately.

Always be Honest and Transparent

Honesty and transparency are key to fostering customer loyalty. Being truthful with customers about your services will prevent misunderstandings and build trust between you and them. Customers also appreciate knowing that their privacy is respected, so it’s important to always be clear about how their data is used.

Ensure That Your Online Presence is Up to Date

Having an outdated website or social media profile can hurt your company’s reputation. Potential customers may be turned away by out-of-date information, and existing customers may question the quality of services you offer.

Always Meet Deadlines

When dealing with commercial cleaning clients, meeting deadlines is paramount to success. Customers need to know that they can rely on you to deliver results within the agreed timeframe 

This gives them the confidence that their needs will be met on time, every time.

How Can I Ensure That I Always Meet Client Deadlines?

Creating realistic schedules and setting achievable goals is the first step to meeting deadlines. Prioritizing tasks and delegating them to other members of your team can also help. Additionally, it is important to stay organized and communicate with clients frequently so that any issues or delays are addressed promptly.

Ensure That Your Staff Reflects a Professional Image

Your employees are the face of your business, and their behavior directly influences customers impressions of you as a business owner. It is important that all personnel display professionalism and courtesy at all times. This includes being punctual, wearing appropriate uniforms, and maintaining a neat appearance.

Know Your Services Inside Out

To provide customers with the information they need to make an informed decision, you must possess a deep understanding of what you are offering.

 By being knowledgeable about your services, you can confidently address any questions or concerns clients may have, making sure they feel supported and empowered throughout their decision-making process. This level of expertise not only builds trust and credibility but also enhances the overall customer experience, leading to greater satisfaction and loyalty.

Never Complain While Working

In a professional setting, it is generally unfavorable when someone engages in constant complaining while they are working. Regardless of the level of difficulty of the task at hand, it is crucial to maintain a composed and focused demeanor. Doing so, not only demonstrates professionalism, but it will also foster a more positive and productive work environment.

How Can I Ensure My Team is Happy and Productive?

The key to having a happy and productive team is by providing them with the necessary tools and resources they need to do the job. This includes giving sufficient training opportunities so they can hone their skills, as well as setting achievable targets that are clearly outlined and easy to understand.

Last but not least, create an environment where team members can openly communicate and be heard. This will help to build trust between each other, leading to greater collaboration and job satisfaction.

By following these tips, business owners can ensure they maintain a professional image that reflects positively on their services and helps retain commercial cleaning clients.

Stay Organized

One of the key factors in leaving a positive impression on customers is maintaining a clean and well-organized workspace. By ensuring that your facility is tidy, with everything in its proper place, you convey a sense of professionalism and competence.

This attention to detail not only reflects positively on your work but also instills confidence in your customers, making them more likely to trust and rely on your services. So, take the time to organize your workspace and reap the benefits of a professional and competent image.

organize your cleaning supplies efficiently

How Can I Organize My Cleaning Supplies Efficiently?

To start, carefully sort your cleaning items based on their purpose or type. This includes categorizing all-purpose cleaners, cloths for wiping surfaces, and specialty products. By doing so, you create a systematic approach that streamlines your cleaning routine.

Once you have sorted your supplies into categories, consider keeping them in labeled bins or drawers that are easily accessible. This way, you can quickly locate the specific item you need without wasting time searching for it. Additionally, having a designated storage system ensures that everything has its place, reducing clutter and promoting a clean and organized environment.

Furthermore, it is crucial to stay on top of your supply levels. By keeping track of when your cleaning supplies are running low, you can proactively restock them before they run out completely. This not only saves you from last-minute trips to the store but also guarantees that you always have the necessary tools at hand to tackle any cleaning task that comes your way.

Maintain High Standards

When providing commercial cleaning services, it is important to have a set of high standards that you and your team adhere to. This means delivering the best results possible every single time so that customers will be satisfied with your services and continue to use them. Ensure that you are using quality cleaning products and equipment, as this will help produce better results and make for happy customers.

Provide Excellent Customer Service

Providing excellent service is paramount when it comes to retaining commercial cleaning clients. Ensuring that you are always accommodating and courteous towards your customers is not only a sign of professionalism, but it also creates a positive and lasting impression.

By going above and beyond to meet their specific needs and preferences, you can demonstrate your commitment to the client's satisfaction. This level of attention to detail and personalized care will strengthen the client-provider relationship and foster long-term loyalty. Remember, every interaction is an opportunity to exceed expectations and leave a lasting impact.

Offer Incentives

Another way to create a professional image and build retention with customers is by offering incentives that will reward their loyalty. This could be in the form of discounts or loyalty points, which can encourage customers to keep coming back so they can spend more money on your services.

Aside from this, you can leverage social media platforms to host competitions and giveaways that encourage customers to engage with your brand, such as offering discounts for followers who share your content or tag friends in the comments.

Personalize Customer Service

Providing personalized customer service demonstrates that you care about your customers and are invested in their success. For instance, remembering the names of your customers or sending cards on special occasions shows that you recognize them as individuals rather than just numbers.

Additionally, having a system in place to track customer feedback can help you understand what they want and need from your services so that you can tailor your approach to better meet their expectations.

Leverage Technology

Using digital tools and platforms is a great way to create an efficient experience for customers while cultivating a sense of professionalism. Automating certain aspects of the customer journey saves time and effort while also freeing up resources so that you can focus on building relationships with clients.

Additionally, leveraging data analytics allows you to collect customer information and gain valuable insights into their preferences, which can help you create a more tailored experience that meets their individual needs.

Build Trust with Customers

Creating a relationship of trust with customers is one of the most important aspects of retaining commercial cleaning clients. Showing them that they can rely on you to deliver quality services and treat their facilities with respect will go a long way in ensuring their satisfaction.

The biggest benefit of building trust with existing and potential clients is that they will be more likely to use your services again and may even recommend you to their friends and colleagues. This will result in more business for you because customers will know that they can trust that you will deliver the best results.

how to build trust with customers

How to Build Trust With Customers

Building trust with new clients can be done in many ways trust generally builds naturally over time, and there are some things that if you can consistently do so that clients will feel naturally inclined to trust you more

These include:

  • Practicing complete honesty with customers, even if it puts you in an unfavorable position
  • Keeping your word if you say you're going to do something, then do it.
  • Showing up on time to appointments and always ensuring that customers are informed of any delays.
  • Communicating with clients regularly to ensure they are always conscious of the progress of their projects.
  • Going above and beyond for your clients by offering additional services or discounts.
  • Responding quickly to any customer queries or complaints in an attentive


Ensure Customer Satisfaction

You can ensure customer satisfaction by listening to your customers, understanding their unique problems, and genuinely wanting to solve them. This involves paying attention to small details and following up after the project is completed to ensure that everything was done to their satisfaction.

Utilize Customer Feedback

It’s important to take customer feedback into account when providing your services. Asking clients for their opinions is a great way to ensure that you are delivering quality services and meeting customer expectations.

It will also help you identify areas of improvement, as well as give you an understanding of what your customers find most valuable about your business. This can be done through surveys, questionnaires, or even personal conversations.

What are Creative Ways to Obtain Customer Feedback?

  • Create a survey and distribute it via email or social media.
  • Use online review sites such as Yelp, Google Reviews, or Facebook.
  • Schedule personal interviews with customers to get an in-depth understanding of their experiences.
  • Host focus groups where customers can provide feedback on products and services.
  • Set up customer satisfaction polls on your website.
  • Send out follow-up emails or letters to acquire feedback.
  • Ask customers for their input during in-person meetings.
  • Use customer service representatives as a source of feedback.
  • Reach out through social media platforms such as Twitter, Facebook, and Instagram.


Communicate with Clients

It’s also important to keep in personal touch with your clients and make sure that they are happy with the services you are providing. Regular communication will help build a relationship of trust between you and your customers, making them more likely to stay loyal and continue using your services.

How to Communicate Effectively With Customers

To communicate effectively with customers, it is important to be clear and concise in your interactions. This means providing them with all the necessary information in a straightforward manner.

Promptly responding to any queries or complaints demonstrates that you value their feedback and are committed to addressing their concerns. In addition to timely responses, maintaining regular contact with clients through email or phone helps foster a strong and lasting relationship.

By keeping them updated on new products, services ,local events, or promotions, you can further enhance customer engagement and loyalty.

2.) Provide Quality Cleaning Services

The second step in retaining commercial cleaning clients is providing quality services. This means being reliable and efficient at all times. It’s important to always go above and beyond for customers, as this will ensure that they keep coming back for more.

Benefits of Providing Quality Cleaning Services for Business Owners

Providing quality commercial cleaning contracts and services to your clients can have many benefits for business owners. Quality cleaning services will enable you to attract more customers and build a reputation as a reliable provider.

Furthermore, providing superior service allows you to charge higher rates than competitors and demonstrate an attention to detail that helps differentiate your offering from others in the market.tips on providing quality cleaning seervices

Tips on How to Provide Quality Cleaning Services

Ensure the Safety of Customers and Staff

Ensuring the safety of customers and staff is paramount. By meticulously adhering to safety guidelines and ensuring that everyone is dressed in the appropriate gear, you not only guarantee exceptional results but also instill confidence in your customers that they are dealing with a highly professional and reliable business.

A commitment to safety goes beyond just meeting industry standards; it's a reflection of your dedication to creating a secure and comfortable environment for everyone involved. With meticulous attention to detail and an unwavering focus on safety, clients can trust you to deliver outstanding cleaning services that prioritize the well-being of all.

Have the Right Tools and Equipment

To provide top-notch services, it is crucial to have the right tools and equipment such as floor scrubbers at your disposal. By investing in high-quality cleaning products, cutting-edge equipment, and reliable supplies, you empower your team to work efficiently and deliver outstanding results.

With the right tools in hand, your team can tackle any task with precision and finesse, ensuring that every client receives the highest level of service and satisfaction. So make sure to equip your team with the best tools available to elevate their performance and exceed customer expectations.

Don't Rush Work

Rushing the work without giving it the necessary time and attention not only leads to subpar results but can also pose potential risks and hazards. It is crucial to take your time and meticulously ensure that each task is executed properly, leaving no room for errors or compromises.

By prioritizing quality over speed, you convey to your customers that their satisfaction and the delivery of exceptional outcomes are your greatest priorities. This level of dedication and commitment will undoubtedly be appreciated by your clientele, fostering trust and loyalty in the long run.

Train Staff in Customer Service

Having a highly skilled and well-coordinated team of professionals who are extensively trained in customer service is vital for delivering exceptional and top-notch services. This encompasses not only being consistently courteous, friendly, and helpful to customers but also going above and beyond to anticipate their needs and provide personalized assistance.

By prioritizing customer service training, you can be confident your staff will contribute to the retention of your customers.

Invest in Your Staff

Maintaining the happiness and motivation of your staff is crucial for delivering exceptional services. Some effective ways to achieve this includes investing in their professional development, offering enticing incentives, providing regular recognition for their achievements, and ensuring they are properly remunerated for their hard work.

By doing so, you create an environment where your employees feel valued and appreciated, which in turn supports high productivity levels and ultimately results in satisfied, loyal customers who keep coming back for more.

Understand Customer Needs

Before starting a project, it is crucial to gain a deep understanding of your customers' expectations regarding your services. This understanding will enable you to customize your service offering and deliver exceptional results that align perfectly with their needs and desires.

By taking the time to comprehend their expectations, you can ensure that you are providing the best possible solutions and experiences.

How Can I Ensure That I Truly Understand My Customer's Needs?

One of the most effective strategies to gain a deep understanding of your customer's needs is by engaging in meaningful conversations with them. By asking thoughtful and probing questions, and actively listening to their responses, you can uncover valuable insights into their expectations, desires, and requirements.

This comprehensive understanding will empower you to fine-tune your service offerings, ensuring that you consistently deliver exceptional results that not only meet but exceed their expectations every single time. Long term, this customer-centric approach will develop strong relationships and future success for your business.

Develop a Cleaning Plan

When embarking on a project, taking the time to create a meticulously crafted cleaning plan can significantly contribute to meeting and exceeding any customer's expectations. By thoroughly outlining each step and task, you can effectively streamline the process and ensure that all aspects of the project are completed with the utmost precision.

This comprehensive approach not only facilitates timely delivery but also guarantees the provision of top-notch quality services, leaving your customers thoroughly satisfied.

How Do I Develop a Cleaning Plan?

Developing a thorough cleaning plan requires meticulous consideration of various factors. First, assess the scope of work, including the specific areas and surfaces that need cleaning. Take into account the available resources, such as cleaning supplies and equipment, as well as the team's capabilities and expertise.

Next, establish a realistic timeline for the completion of the cleaning contract, taking into consideration the size of the space and the complexity of the cleaning tasks. This will help ensure that the cleaning process is efficient and well-organized.

Moreover, it is crucial to gather feedback from both customers and staff members involved in the project. By soliciting input from customers, you can understand their expectations and preferences, allowing you to tailor the cleaning plan to their needs. Additionally, involving staff members in the planning process enables them to provide valuable insights based on their experience and knowledge of the facility.

By seeking feedback from various stakeholders, you can identify potential gaps or challenges that may arise during the cleaning process. This proactive approach allows you to address these issues before they become problems, ensuring that your cleaning plan is both comprehensive and effective.

go the extra mile for your clients

Go the Extra Mile

When it comes to customer service, sometimes going the extra mile is necessary to make a lasting impression. This doesn't mean that you should give away your services for free; rather, find ways to show appreciation and demonstrate that you value their business.

For instance, offering discounts or providing complimentary products when they reach a certain amount of spend can be an effective way to thank them for choosing your business.

Train Staff Correctly

To provide exceptional quality cleaning services, it is of the greatest importance to provide comprehensive training to your staff. Equipping your team with the right set of high-level cleaning service skills and techniques will empower them to deliver outstanding results efficiently.

Additionally, proper training of your staff ensures that they adhere to safety guidelines meticulously. This creates a safe working environment for everyone involved. By investing in adequate training, you are setting your team up for success and guaranteeing customer satisfaction.

Follow Up After Completion

Following up after projects are completed is not only a professional practice but also a great way to show customers that you genuinely care about their satisfaction. By reaching out and asking for their valuable feedback, you not only demonstrate your commitment to continuous improvement but also create an opportunity to identify areas where you can enhance your services.

This proactive approach helps to ensure that customers are always happy and satisfied with the exceptional level of service you provide, fostering long-term relationships and driving customer loyalty.

Keep On Top of Trends

Staying on top of the latest trends in the industry is also key when it comes to providing quality services. Knowing which products, techniques, or equipment are currently in demand or are being used by competitors will enable you to stay ahead of the game.

What Are the Current Commercial Cleaning Trends?

Many current trends in the commercial cleaning industry can help you stay ahead of your competition and continue providing quality services. For instance, eco-friendly cleaning products are becoming increasingly popular as customers prioritize sustainability.

Additionally, advancements in technology have made robotic vacuums and other automated solutions more accessible and cost-effective than ever before. By taking advantage of these new technologies, you will be able to effectively streamline the cleaning process and deliver outstanding results efficiently.

Finally, customization and personalization are also becoming increasingly important in the industry. Customers now expect tailored solutions that meet their individual needs; thus, it is essential for businesses to provide services that are customizable and flexible enough to accommodate a wide range of unique requirements.

Ensure Consistent Results

Finally, to ensure that you are consistently providing exceptional results for your customers, it is crucial to establish and implement a well-defined system and set of processes. These guidelines will enable your staff members to consistently deliver high-quality services.

By doing so, you not only set clear expectations for your customers but also increase the likelihood of them recommending your business to others, as they will come to trust and rely on the reliable and top-notch services you consistently offer.

Now that you know how to attract and retain commercial cleaning clients, it’s time to put your knowledge into practice! Implementing these strategies will help you establish a successful commercial cleaning business that is sure to stand out from its competitors.

What Are the Benefits of Using a Data-Driven Approach When Retaining Customers?

A data-driven approach enables businesses to identify customer trends, habits, and preferences to tailor their services accordingly. This type of approach also facilitates the evaluation of existing strategies and processes to optimize them for maximum efficiency.

Furthermore, data-driven insights can be used to anticipate future customer needs, helping businesses stay ahead of their competitors and remain successful.

Finally, a data-driven approach allows businesses to gain a better understanding of their customer base, which can be used to develop targeted campaigns and initiatives that are sure to keep customers returning for more.

By investing in a data-driven approach, businesses will be able to create meaningful and lasting relationships with their clients, resulting in increased satisfaction levels and loyalty.


Retaining commercial cleaning clients is an essential part of running a successful cleaning business. By following this guide, you can significantly increase customer satisfaction levels and keep customers coming back to you time and time again.

It is important to remember that a successful retention strategy will require an investment in both time and resources. This includes training your staff, creating comprehensive plans and processes, following up after completion, staying on top of industry trends, and utilizing a data-driven approach when possible.

By taking the necessary steps to ensure customer satisfaction, you can rest assured that you will thrive and retain loyal customers for years to come.