Your hosts Mark Anderson, Sharon Cowan, CBSE, and Ed Selkow dive into the third pillar of your Business Planning Strategy—Service Delivery—in this high-impact episode of our 4-part series, “Simplify Planning & Boost Results.”

If you’ve ever lost a client over a small mistake, this one’s for you.

We're breaking down customer satisfaction, employee retention, training systems, quality control, and the one-liner that sums up the entire service game:

“One Oh Sh*t erases three Attaboys.”

🧠 What You’ll Learn:

• ✅Why perception is everything in customer service
  ✅The two key questions to measure service health
• ✅How to track customer churn and employee turnover
• ✅The link between operational efficiency and client retention
• ✅What to fix (and how fast) using the Red-Yellow-Green planning method
• ✅How to set realistic goals for long-term success—and get them in writing
  
  

📌 This Episode Is For:

• Janitorial companies struggling with inconsistent sales
• Owners outsourcing marketing without understanding the numbers
• Operators who want more control and clarity in their sales funnel
• Anyone building a marketing plan for the new year or next quarter

🕒 Episode Breakdown:

03:00 – What is service delivery (and why it drives growth)
05:00 – How to track customer satisfaction (and what not to assume)
08:00 – “One oh sh*t = 3 attaboys” and the power of perception
10:30 – Why employee turnover kills retention—and what to do about it
14:00 – Training, supervision, and operational efficiency: a retention game
17:00 – Planning your future vision: short-term vs. long-term
24:00 – Goal setting: how to actually move the needle
27:00 – Why “writing it down” is your business advantage

📌 Resources:

• ➡️ Catch up on Part 1: Business Planning Simplified
• ➡️ Watch Part 2: Sales & Marketing Planning That Works
• ➡️ Subscribe to The Profitable Cleaner to never miss an episode!

🔗 Where to Find Your Hosts

• Sharon Cowan, CBSE – LinkedIn | Facebook | Instagram
• Mark Anderson – LinkedIn
• Ed Selkow – CleaningProphets.com

About Polishing Profits

Polishing Profits is hosted by three of the most respected and experienced leaders in the janitorial industry: Mark Anderson, Sharon Cowan, and Ed Selkow.

With over 140 years of combined experience, they’ve built and scaled commercial cleaning companies, coached hundreds of owners, and helped countless teams go from stuck to thriving.

Each episode brings you real stories, real strategies, and practical tools to build a cleaning business that actually works.

Produced by The Profitable Cleaner Network.

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