Stop Nickel & Diming Your Way to Bankruptcy: The $7K Customer Retention Mistake Artwork

Profit Cleaners: Grow Your Cleaning Company and Redefine Profit

Welcome to the Profit Cleaners Podcast, the only place where you can learn from the top 1% of cleaning business owners. Focused on redefining profit, each episode is designed to give you practical tips and advice so that you can grow your own business, whether you’re just getting started or have been in the industry for decades. Discover the most intelligent ways to make more profit per customer, increase customer retention, improve your work culture, and create sustainable systems that actually give you more time back. Roll up your sleeves and get to work with your hosts Brandon Schoen and Brandon Condrey, owners of one of the most successful cleaning businesses in the Southwest.

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Profit Cleaners: Grow Your Cleaning Company and Redefine Profit

Stop Nickel & Diming Your Way to Bankruptcy: The $7K Customer Retention Mistake

June 27, 2025 • Brandon Schoen | Brandon Condrey

Is that $20 fee really worth losing a $7,000 customer?

In this episode of the Profit Cleaners Podcast, Brandon Schoen tackles a common mistake that’s quietly costing cleaning business owners thousands—charging customers extra for skipped cleans or changes in service frequency.

Sparked by a lively debate in the Profit Cleaners Facebook community, Brandon breaks down why prioritizing short-term profits over long-term relationships can sabotage your brand’s growth. Backed by real data and examples from his own highly successful cleaning business, he shares a better approach: focus on customer lifetime value, build remarkable experiences, and create loyal, long-term clients.

In this episode, you’ll learn:

Why customer retention matters more than minor service fees
How to calculate and protect lifetime customer value (LTV)
The hidden ROI of surprise-and-delight moments
When to be flexible, when to set boundaries—and how to do both smartly
How premium service leads to long-term profitability

Whether you’re just starting out or looking to scale, this episode will shift your mindset and give you practical tools to build a resilient, customer-first business.

Want to learn how top cleaning businesses create lasting customer loyalty? Join thousands of others in the Profit Cleaners Facebook Group or visit profitcleaners.com to access tools, coaching, and strategies for building a high-retention, premium brand.

Highlights:

(02:26) Why charging extra for skipped cleans might be hurting your business more than helping it
(04:45) – Understanding the lifetime value (LTV) of a recurring cleaning customer
(07:58) – Handling bad reviews with proactive service (and turning them into 5 stars)
(09:59) – What kind of story is your brand telling? Cheap vs. premium experiences
(11:48) – Scripts and systems to handle skipped cleans without damaging the relationship
(15:00) – Are you making deposits or withdrawals in your customer relationships?
(15:23) – Final thoughts: How to build brand loyalty that outlasts your competition

Links/Resources Mentioned:

Profit Cleaners Website
Watch the FREE Masterclass: https://profitcleaners.com/masterclass)
Join the FREE Facebook community: https://www.facebook.com/groups/profitcleaners/