A commercial restoration QBR is a scheduled review with the facility manager that shows how you performed against the agreement — response time, occupancy impact, documentation turnaround, open items, and invoice surprises — whether or not there was a loss that quarter. It is not a lunch. It is the reason the account does not go back out to bid.
Most independents disappear after the dry-out. Nationals stay on the paper because they send a report. You stay on the building if you send a better one. That scorecard lives in the Vault. The packet itself is the job record that has to leave with the crew — see The trucks leave. The record doesn’t.
What the FM is scoring when you are not in the room
- Did they hit the SLA? Callback time and on-site time vs the ERA, every loss.
- Did occupants stay open? Floors or units affected, downtime hours.
- Did the file come back as a problem? Documentation turnaround and supplement count.
- Were there invoice surprises? Emergency threshold vs actual, change-order log.
- Do I still know who to call? Named account contact, after-hours path, next walk date.
See how facility managers actually choose a vendor. Put the QBR on the calendar when you sign the Emergency Response Agreement.
The agenda
- SLA card — losses this quarter, hit or miss.
- Building intel updates — new shutoff, new night engineer.
- Open items — invoices, COIs, additional-insured certs.
- Look-ahead — storm season, freeze season, planned shutdowns.
- Ask — the next door in the portfolio.
A dated one-page PDF beats a portal nobody logs into. Run margin first on the Field App. A retained account that loses money after fees is not retention. If the street internet is out, the photos still have to leave the truck — Starlink on a water job.
This quarter
- List every commercial account with a job in 18 months and no scheduled review.
- Send a one-page closeout even if it is late.
- Book the next 30-minute slot before you hang up.
- Put auto-renew and a QBR date into the next ERA you draft.
Get the Retention Scorecard
The Vault includes the Retention Scorecard, the ERA kit, and the AI Visibility Audit. One email. No sales call.