Clean, well-maintained parking lots shape a shopper’s first impression before they ever step inside. For one large home improvement retailer, inconsistent exterior maintenance was hurting customer experience and brand perception. Despite investing in parking lot care, the client faced poor service and ongoing complaints. KBS introduced an integrated model unifying janitorial and lot portering—delivering cleaner lots and measurable savings at scale.
The Challenge:
The client faced persistent cost and performance issues with an underperforming vendor responsible for parking lot maintenance. Cluttered lots, debris, and recurring customer complaints created brand risk and frequent escalations. Despite premium pricing, the incumbent provider failed to deliver consistency or improvement.
With hundreds of U.S. locations, the retailer needed a partner that could elevate service quality, ensure consistency, and optimize costs across a large portfolio. The fragmented approach made accountability and operational efficiency difficult to sustain
The Solution:
KBS introduced a smarter, integrated model that leveraged existing janitorial teams already servicing each store to also manage exterior lot upkeep. By expanding their scope to include lot portering, KBS eliminated redundancy, streamlined staffing, and created a unified cleaning standard inside and out.
The model’s impact was immediate. During an initial pilot, cleanliness scores improved dramatically, customer complaints dropped, and daily upkeep became seamless. Based on these gains, the program quickly scaled nationwide—establishing a new standard for performance.
Results:
The results demonstrate the power of integration.
- Deployed across 800+ sites nationwide
- 12% reductionin exterior maintenance spend
- Cleaner, safer lots consistently recognized by store leadership and customers
By consolidating services, KBS helped the retailer achieve stronger results at a lower cost—proving that an integrated service model not only improves efficiency but enhances brand perception and the overall customer experience.
