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Contributed by: Admin 2

4 Elements that Make a Stellar Customer Success Strategy in Facilities Maintenance Services

Contributed by Garrett Goralski, Regional Sales Executive

With growth in the cleaning and facilities maintenance industry, numerous new entrants focus on bringing in new business to expand their customer portfolio. While their new customer acquisition strategies may be successful, many facilities maintenance service providers struggle with the challenges of achieving customer success.

“Customer Success is the business methodology of ensuring customers achieve their desired outcomes while using your product or service. Customer Success is relationship-focused client management that aligns client and vendor goals for mutually beneficial outcomes. Effective Customer Success strategy typically results in decreased customer churn and increased upsell opportunities.” – Gainsight, The Customer Success Company

The most effective long-term relationship with an outsourced facilities maintenance service provider is based on the integral components of the company’s business model. It is no secret that it takes years of industry experience to achieve success in retaining customers and delivering services beyond their expectations. Businesses that are seeking a new partnership with a facilities maintenance service provider, with the objective of achieving hassle-free services in the long run, should evaluate the prospect company’s performance over the years, customer retention rate, and its customer service strategies. Some of the most important customer success elements for a facilities maintenance company include:

  • Seamless Service Transition
  • Dedicated Client Relations
  • Operational Quality
  • Scheduled Reports & Performance Reviews

Each of these elements is necessary for the service provider to implement effective customer retention strategies and build successful long-term partnerships with them.

Diversified Maintenance believes that the present and future success depends on long-lasting relations with existing customers. All the teams including sales, transition, account management, health and safety, on-ground, and customer relations come together to achieve the common goal of customer retention by delivering their desired services and quality standards consistently. To learn more about partnering with a facilities maintenance service provider that delivers and reinforces post-sale customer value, send me a note at: Garrett Goralski