What Clients Really Think: The Top 5 Frustrations with Facilities Maintenance Companies

When I first started diving into the facilities maintenance industry, I was eager to make a difference. Like many professionals in service industries, I wanted to deliver exceptional value, exceed expectations, and create long-lasting relationships with clients. But along the way, I’ve come across one recurring theme: clients often have serious frustrations with their facilities maintenance companies. And I’ll be honest—it’s not hard to see why. The more conversations I’ve had, the clearer it’s become that there are common pitfalls plaguing this industry.

I want to share these insights in the hopes of starting a dialogue. If you’re in the facilities maintenance business, this is a call to action. If you’re a client, consider this your voice being amplified. Let’s unpack the top five things clients don’t like about their facilities maintenance company—and more importantly, let’s talk about how we can do better.

1. Poor Communication

Time and again, I hear clients lament about communication—or the lack thereof. The complaints usually sound something like this:

• “I never know when they’re coming or going.”
• “I called three times and still haven’t heard back.”
• “They don’t update me about delays or changes.”

From my perspective, communication is the backbone of any service relationship. It’s about more than just answering the phone or sending an email. It’s about being proactive, transparent, and respectful of your client’s time and expectations. If a job is delayed, say so. If there’s a challenge that might impact the quality of work, let the client know. Silence doesn’t just create confusion; it breeds distrust.

How to Improve:

• Implement a clear communication plan for each project.
• Use tools like client portals, regular progress updates, and automated reminders to keep clients informed.
• Train your team to respond to inquiries within a specific timeframe, even if it’s just to acknowledge the message.

2. Inconsistent Quality of Work

Imagine paying for a cleaning service, only to find dust still lingering in corners or streaks on the windows. Or hiring a company for HVAC maintenance, only to have the same issue crop up a week later. That’s the frustration many clients face—and it’s one of the quickest ways to lose trust.

Here’s what I’ve learned: Clients can forgive the occasional mistake, but what they won’t tolerate is inconsistency. One week, the service is flawless. The next, it feels rushed and incomplete. It’s that unpredictability that drives clients to look elsewhere.

How to Improve:

• Establish clear quality standards and ensure every team member understands them.
• Conduct regular inspections and quality checks to catch issues before the client does.
• Solicit client feedback regularly to identify areas for improvement.

3. Unreliable Scheduling and Punctuality

“They’re always late.” “They canceled at the last minute.” “I have no idea when they’re coming.” These are the types of complaints that highlight a glaring problem in the industry: reliability. Clients depend on facilities maintenance companies to show up on time and stick to agreed-upon schedules. When that doesn’t happen, it’s not just inconvenient; it can disrupt the client’s operations, create safety risks, and even lead to lost revenue.

As someone who has managed projects with tight deadlines, I understand how easy it is for schedules to fall apart. Equipment fails, emergencies arise, and teams get stretched thin. But none of that matters to the client. All they see is a broken promise.

How to Improve:

• Use scheduling software to ensure timely and accurate planning.
• Build in buffers for unexpected delays and communicate any changes promptly.
• Create a culture of punctuality within your team by emphasizing its importance during training.

4. Hidden Costs or Billing Issues

Few things irritate clients more than receiving a bill that doesn’t match their expectations. Whether it’s hidden fees, vague line items, or charges for services they didn’t agree to, billing issues can quickly sour a relationship.

One client I spoke with told me, “The work was fine, but every month there’d be a charge I couldn’t explain. It felt like they were trying to nickel-and-dime me.” That’s not a good look for any company. Transparency in pricing isn’t just a nice-to-have; it’s a fundamental part of building trust.

How to Improve:

• Provide detailed, itemized quotes before starting any work.
• Use clear and consistent invoicing templates that clients can easily understand.
• Address billing disputes promptly and professionally.

5. Untrained or Unprofessional Staff

The people on the ground—the ones interacting with clients and performing the work—are the face of your company. If they’re untrained, unprofessional, or disengaged, it reflects poorly on your entire organization.

Clients have shared stories about staff who seemed unsure of what they were doing, workers who left messes behind, or employees who were rude and dismissive. These interactions can overshadow even the best behind-the-scenes efforts.

How to Improve:

• Invest in ongoing training programs to keep your team skilled and knowledgeable.
• Foster a culture of professionalism, emphasizing customer service as a top priority.
• Recognize and reward employees who consistently deliver excellent work and client interactions.

Final Thoughts: Turning Complaints into Opportunities

Hearing about these frustrations can be disheartening, but I choose to see them as opportunities. Every complaint is a chance to improve, to differentiate yourself from the competition, and to show your clients that you’re listening.

If you’re in the facilities maintenance industry, ask yourself: How often do I communicate with my clients? Are we consistent in the quality of work we deliver? Do we respect our clients’ time and schedules? Is our pricing transparent? Is our team properly trained and professional?

The answers to these questions can make or break your business. But here’s the good news: Addressing these issues doesn’t require magic. It requires commitment, effort, and a genuine desire to serve your clients better. If we can tackle these challenges head-on, we’ll not only improve our reputation—we’ll set a new standard for the industry.

So, what do you think? Are these frustrations familiar? Have you experienced other challenges with facilities maintenance companies? Let’s start a conversation in the comments. Together, we can build a better industry—one that truly puts clients first.

#customersfirst #customerstaisfaction #selfperforminggc #nationalfacilitiesmaintence #walkerpropertyservices Michelle Whitty, MBA Paul Walker