Blue question mark on a background of black signs.

"Why is it so hard to get employees to stay, managers to step up, and customers to pay what quality service is worth?"  

If these questions keep you up at night, you're not alone. The building services contractor (BSC) industry is full of challenges that can leave even the best leaders looking for answers. However, as John G. Miller explains in The Question Behind the Question (QBQ), just asking these "why" questions won't alone fix the problem. Instead, success starts with personal accountability — shifting your mindset to ask, "What can I do to make things better?"  

Help Managers Serve Customers 

If your managers aren't delivering, don't waste time asking why. Instead, try: "What can I do to help them succeed?" 

  • Provide tools and training: Teach your managers to think proactively with questions like, "What can I do to better support my team today?" 

  • Lead by example: If you take ownership of problems and focus on solutions, your managers will follow your lead. 

  • Ditch the blame game: Creating a blame-free culture allows managers to focus on solving problems instead of defending themselves. 

Attract and Keep Great Team Members 

Finding and keeping good employees is a big challenge, but instead of asking, "Why can't we find good people?", shift your mindset to, "What can I do to make my company a place people want to work?" 

  • Invest in your team: Offer training and growth opportunities so team members can envision a future with your company. 

  • Show appreciation: People stay where they feel valued. Make time to recognize and celebrate their contributions. 

Show Customers Your Value 

When customers expect five-star service on a shoestring budget, don't ask, "Why don't they get it?" Instead, ask, "How can I show them the value of what we do?" 

  • Prove it: Share examples and data of how your services make their lives easier. 

  • Partner with them: Collaborate on solutions that fit their priorities and budget while still highlighting the benefits you provide. 

Make Accountability Your Secret Weapon 

Here's the truth: You can't change customers, employees, or managers. You can only change how you approach the situation. When you start asking better questions, your actions inspire others to do the same. In a tough industry like ours, focusing on "What can I do?" is how you turn problems into progress, and build a company that thrives. 

Jeff Carmon, CBSE, is the Business Development Director at Frantz Building Services. He is also a consultant, content creator, and speaker for Elite BSC, which provides resources and education for like-minded BSCs. 




POSTED ON: 4/15/2025