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/