Episode 122

The Contract Flex

Let’s talk about contract flex. This is the gap between what’s on paper and what reality demands. This can become a harsh reality when seasonal weather shifts. I’m in Rochester, New York. This winter has been one for the books: over 100 inches of snow by early February and weeks still to go. Under “normal” conditions, cleaning entrances and hallways three times a week in a Class B office is a very common account spec. But throw in relentless snow, salt, slush, and little to no walk-off matting, and suddenly there’s a problem. Building looks rough by 10 a.m., your team isn’t scheduled to be back for 48 hours and everyone’s frustrated.

Contract Flex Protects Everyone

Here’s the truth. If that’s anything like your experience, your customer is very upset and complaining. After all, the day is early and their building is in ugly-shape. As a cleaning company owner, you’re probably upset. Your first question might be if your team did the job well? Once you know they did, you might be frustrated with your client. How could they expect you to be responsible for something that happened after your team was there? AND, now you have to send them back without additional billings, so it’s coming out of your profits. The thing is, no one’s wrong.

Contract Flex Ensures a Cleaner Space

Tenants want their spaces clean. Landlords want happy tenants. I want my team’s work to reflect well on us. But when conditions change, expectations have to flex. That’s where proactive communication, and a little humility, go a long way.

Start with Outcomes Alignment

Sit with the client when tempers aren’t flaring and ask, “What should this building look like every day?” If the answer is “clean, dry, and salt-free in the lobby by opening time,”. Based on that answer, together you can map what it takes to accomplish that.

That goal may be a daytime porter on off days, targeted touch-ups after heavy snow, and real walk-off matting, 8 to 10 steps of it. A good walk-off mat program will help to remove soils and dry shoes before they hit the floors. And not just any matting tossed sideways to cover two doors. Place mats where people actually enter. Make the environment do some of the work for you.

Widen Your Lens

What other services might be impacting the situation? Are plows arriving before tenants show up, or are they dragging in slop? Is salting done up to (and under) overhangs where it isn’t needed? If so, that just accelerates corrosion, jams door thresholds, and litters interiors with gritty residue? Over-salting may feel safer than a slip-and-fall, but it brings its own set of costs. Over-salting can damage on carpeting, finishes, fixtures, and the cleaning budget. These are cross-vendor conversations that pay dividends. Ask if your janitorial, plowing, and property management are all rowing in the same direction.

Document the Contract Flex Plan

Contracts shouldn’t be boilerplate. If we’re signing in June, we still have to plan and write for February. Build in language around seasonality and variance triggers like snowfall totals, storm frequency, flood events, dust storms and unusually wet weeks. Consider and document whatever fits your region. Here in the Northeast, snow and salt dominate. In the Mojave, sand and dust rule. In the South, seasonal storms and partial flooding track muck where standard specs can’t keep up. Different geographies to be sure but all are dealing with the same principle. Experience will help you design janitorial programs for the uncommon eventualities before they show up.

Once Every Century Contract Flex

When the situation turns “unprecedented,” don’t hide behind the spec. In those situations, do yourself, your client and your company a favor. Go the extra mile. Call the client, explain what you’re seeing. Once you’ve outlined the options that match their desired appearance level, price the delta transparently.

Your Name Is On The Work

If the building looks bad, I feel it. But I also know most janitorial teams don’t control salting, mat rentals, or plowing schedules. Those are the reasons I push for shared solutions and clear accountability. Contract flex isn’t about upselling. It’s about protecting results, relationships, and reputations. If we plan for the extremes, the “normal” days take care of themselves and the hard days don’t break us.

If you own a cleaning company and want help building season-smart contracts, pricing variance the right way, and coaching your clients toward realistic outcomes, I’d love to work with you. Reach out to schedule coaching and turn contract friction into predictable profit and long-term client relationships.

This Week’s Podcast transcript can be downloaded here for free.