Winning More Business and Avoiding Missteps: Insider Tips Every Provider Should Know

Success in facilities management is rooted in strong relationships. The most effective teams consistently show up, communicate openly, and treat every interaction as an opportunity to build confidence. When trust underlies every interaction, collaboration becomes seamless and lasting partnerships take shape.

It’s this commitment to trust and partnership that drives lasting success for providers on ServiceChannel. By focusing on the everyday details that matter to clients, providers can transform routine tasks into opportunities for growth. They strengthen existing partnerships and position themselves to win new customers through Provider Search and ServiceChannel Managed services.

“We’re all about the provider relationship,” says Leah Wise-James, Senior Manager of Provider Development at ServiceChannel.“

For our ServiceChannel Managed clients, we’re the team that helps top providers understand the metrics and ensure they are delivering consistently great service. At the same time, we help the providers see what’s driving their business and put plans in place to grow.”

Collaboration in action  

“Our Sourcing team brings in the best of the best,”  Wise-James explains. “Those providers are rewarded by getting access to more volume.” Once a service provider is part of the ServiceChannel Managed network, Wise-James and her team become their main point of contact.

The Provider Development team partners with them to monitor their performance, engage in meaningful conversations about what’s working (and what’s not), support strategies for business growth, and bring the network together through regional appreciation events that help foster connection and community.

Consistency is key 

When Wise-James talks about “top performers,” she isn’t talking about secret tactics. She means fundamentals — the simple, everyday practices that shape how a service provider literally shows up on the platform. She says the providers who consistently win more business are the ones who take full advantage of the platform. They communicate through the work order rather than just by phone or email, check in and check out every time using the mobile app or their integrated system, meet SLAs — especially for emergency work— and keep status codes accurate, ensuring no work orders are left as “Open” or “Incomplete” when the job is done.

“Being consistent with the basics is huge,” Wise-James says.  

Clarity that builds confidence 

Unclear communication can quickly lead to misunderstandings that slow down progress on any given work order. Leah Wise-James sees it happen, for example, when proposals lack transparency. “Some of the most common issues we see are around line-item detail. If materials or labor are lump summed, the client can’t see what they’re paying for.”

And things of course tend to run smoother when everyone feels confident. For example, clients want to see before-and-after photos, clear breakdowns of costs, and details about the work performed. “Clients are asking for pictures more than ever,” Wise-James notes. “They want proof of service and asset details that they can reference later. And they really appreciate seeing exactly what materials were used and what labor they’re paying for.”

This level of documentation isn’t just about getting proposals approved — it’s about building a reputation for reliability. When everything is clear and complete from the start, there’s less back-and-forth, fewer disputes, and a better experience for everyone involved.

Working better, together 

At its core, strong partnerships between providers, clients, and the ServiceChannel Sourcing, Provider Development, and Trade Specialist teams are built on clear communication and shared understanding. When providers are thorough and transparent in their documentation, it reduces friction, fosters trust, and makes collaboration more effective. It also elevates the provider’s reputation, improving their ability to win new business on ServiceChannel. This commitment to clarity and openness is what drives faster approvals, more efficient work, and lasting business relationships.