10 COMMANDMENTS FOR RETENTION

1. Be committed to never lose a building for any reason.
2. Develop true, long-term partnerships with all customers and become an irreplaceable extension of the customer’s staff.
3. Build strong bonds with customers and repair damaged bonds at once.
4. Respond to every customer request with a sense of urgency.
5. Devote the resources necessary to solve problems instantly and practice “remarkable recovery”.
6. Inspect, inspect, inspect quality and detail regularly.
7. Talk face to face to customers regularly and get a commitment that they are satisfied.
8. Conduct quarterly performance reviews.
9. Strive for small continuous improvements in the value of our service.
10. Respond to any threat of cancellation immediately, and do whatever it takes.

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