Your phone rings. It’s the client.
“Has the deep clean been done?”
“Can I get a copy of the latest audit?”
“We’ve had complaints about the toilets again - what’s going on?”
Not only are you already dealing with ten other things - you’re now stuck chasing the area manager, digging through folders, or calling the site lead to piece things together.
And the worst part?
They only called because they don’t trust they’ll get the info otherwise.
Most client-chasing comes down to one simple thing: lack of visibility. If your clients can’t easily see what’s happening on their sites, they’ll assume nothing is. Even if your team is doing a brilliant job, the client won’t know unless you show them.
Trust works like compounding interest. Every time a client has to chase for an update, a report, or a checklist, it’s a withdrawal. A hit to their confidence. One by one, those withdrawals add up - until they’re quietly looking for someone more reliable.
This is why proactive communication matters. It’s not just about being polite. It’s about proving the job’s done well, without waiting to be asked.
Most clients aren’t asking for 20-page spreadsheets or logins that require a training course. They don’t have the time and neither do you. They want simple, consistent reassurance that their sites are being looked after. In most cases, that means:
This kind of visibility builds confidence and reduces friction for everyone.
You don’t need to overhaul your entire reporting process. A few small steps can remove the daily back-and-forth. Think scheduled email digests instead of last-minute report requests. Or a real-time client dashboard that shows activity per site, without needing to chase your team.
The key is making updates regular, consistent and easy to understand. When clients can access the info themselves or know it’s coming on schedule — they stop chasing. And you stop scrambling.
When clients feel informed, they trust you more. They stop chasing because they know they’ll be kept in the loop. And that trust buys you time, flexibility and retention.
You spend less time firefighting and more time delivering. Area managers aren’t constantly reformatting reports or digging for evidence. And your frontline teams aren’t caught off guard when the client asks a “quick question.”
Oh, and just so you know, Facility Apps makes this part easy. With live dashboards, scheduled reports and client-specific access, you can stop the back-and-forth and give your clients what they really want: clear, timely proof that their sites are in good hands.
Because no one likes chasing. But everyone appreciates being kept in the loop.