How to Streamline Your Elevator Maintenance Contracts for Better Client Retention

I think it's safe to say that contracts aren’t exactly the most thrilling part of your elevator business. They’re not as exciting as seeing IoT in action or completing the perfect modernization job. But you know what contracts are? The backbone of your cash flow and the key to keeping your clients happy (and coming back for more).

If you’ve ever thought:
“Why does managing my maintenance contracts feel like throwing spaghetti at the wall?” or
“Why do my clients keep ghosting me after the first year?”

This one’s for you.

Here’s how to clean up your elevator maintenance agreements and keep your clients happily locked in.

1. Standardize Your Contracts (Bring Order to the Chaos)

If you’re rushing to write a new contract every time you land a client, you’re making your professional life harder than it needs to be—probably your personal life too for the extra time it's taking to get each one together. A standardized contract template eliminates that headache, strengthens client relationships, and sets a solid precedent for this part of your business. Here’s why it works:

• Clarity: Clients know exactly what they’re getting (and what they’re not).
• Consistency: You can avoid those awkward “Wait, you never mentioned that…” moments.
• Efficiency: New agreements are ready in minutes, not hours, or days in some cases.

Pro Tip: Structure your contracts with clear sections:

• Scope of work (what’s included and excluded in the service)
• Service frequency (how often you’ll show up)
• Response times for breakdowns
• Fees and payment terms (to avoid surprises)

I've met quite a few elevator business owners that lack a structured system for their contracts or they struggle with the legal concerns. Once I consulted a professional and had a template drawn up that I could utilize over and over again, I saved myself time that I could spend in other aspects with my clients and on my business.

2. Offer Tiered Maintenance Plans (Everybody Loves Options)

Not every client wants the Mercedes-Benz of elevator maintenance, and that’s okay. By offering tiered plans like a Basic, Standard, and Premium, you’re giving them options that could fit their needs and budgets. You’re also making it easier to upsell.

• Basic: Perfect for those clients that are budget conscious. It covers the essentials—monthly inspections, Oil & Grease (Limited Services) type service.
• Standard: Standard breakdown services included with premium response time, discounted repairs, and quarterly reporting.
• Premium: The bells and whistles—full preventive maintenance, VIP response times, and no surprise repair costs.

Why It Works: People love choices. Instead of “yes or no,” they’re now choosing how much they want to work with you.

Offering tiered maintenance plans was a part of the many sales strategies I practiced at Madden Elevator. It works and it sets the groundwork for the relationship you'll have with your client. I suggest sticking with 3 options max. The low one is for the tire kickers. The high one is for the ones that want the best services. The middle is likely what you will sell most, so price competitively to ensure you hold strong margins and satisfy the services needed.

3. Automate Your Communication

Clients don’t want to hunt you down for updates. You have to bring the ball to their court.

Here’s where automation comes in:

• Automated Reminders: Send regular service reminders so they know you’re on top of things. Fewer forgotten appointments means happier clients.
• Post-Service Reports: Follow up with a summary of the work done no matter how minor.
• Renewal Notices: A friendly nudge a month before the contract ends will keep the ball rolling.

Tools Tip: Platforms like Mobile Office Manager, Lift Keeper, Field Boss, ServeMan, Jobber, ServiceTitan, or a solid CRM can make this process much easier for you.

I recommend to start simple at the beginning of your automation journey, it’s easy to fall into over-engineering the solution when it comes to automation. It's meant to make your processes seamless and can take away a lot of the back and forth communication with your clients. Putting the time into this concept on the front end saved me on numerous occasions. As business owners, we are constantly busy, but even that's not an excuse for miscommunication or lack of follow-up with a client. 

4. Evaluate Your Contracts Regularly

Think of your contracts like your favorite elevator—they need routine tune-ups to keep the riding public safe. Schedule time every few months to:

• Review Scope: Are you overpromising or underdelivering?
• Adjust Pricing: Costs change, so don’t be afraid to update rates.
• Check Client Feedback: Are they satisfied? If not, what’s missing?

Doing this keeps your contracts sharp and your clients confident they’re getting the value they deserve. It also ensures that you’re covering rising costs, your overhead, and your business remains profitable without sacrificing quality of service.

5. Make Contracts Easy to Sign

The simpler you make it for clients to sign, the faster you can lock in renewals.

• Go Digital: Use tools like DocuSign or PandaDoc. Clients can sign from their phones while sipping their morning coffee. Everybody wins.
• Explain It Clearly: Use simple language—not legalese that makes them nod off.

Why This Matters: If your client has to struggle through your contract, they’re more likely to walk away. Keep it clear, straightforward, and easy to sign so there's no hesitation. 

Keep It Simple, Keep Them Happy

The bottom line? Streamlined maintenance contracts equals less stress for you, clearer expectations for your clients, and a higher chance they’ll stick around.

Here's my key takeaways:

• Standardize your contracts to make life easier.
• Offer options that cater to your ideal client's budget.
• Automate your follow-ups for peace of mind.
• Regularly review and tweak your agreements to keep them relevant.
• Make signing a breeze for your clients.

Ready to take your elevator empire to the next level? If you’re looking for proven strategies to elevate your frameworks and keep clients on board (pun intended), check out our programs designed specifically for elevator business owners.

Your clients will thank you!  Your stress levels will drop and your business will keep rising—just like the elevators you care for every day.

Click here to take the next step in your elevator business.