Before the Renewal: What Every Business Should Review in Their Laundry Service Contract

When it comes to renewing your laundry service contract, it’s easy to assume that staying with your current provider is the simplest path forward. But the truth is—contracts should work for you, not against you. If your vendor isn’t delivering consistent quality, responsive communication, or proactive service, it might be time to take a closer look before signing on for another term.

“When a customer’s contract is up for renewal, the first thing they should evaluate is service quality and responsiveness,” said Chriss Carsello, Senior Customer Care Manager at CITY Laundering Co. “How quickly do they address your inquiries? Are they proactive in anticipating potential issues? Those are signs of a vendor that’s engaged versus one that’s just going through the motions.”

Chriss explained that beyond responsiveness, communication and reliability are key indicators of a strong partnership. “Ask yourself—does communication feel clear, timely, and supportive, keeping you informed throughout the partnership? And when issues arise, are the solutions reliable and satisfactory? Those patterns tell you whether the company truly understands your business goals or if the relationship has become purely transactional,” Chriss said.

Spot the Early Warning Signs

A strong vendor relationship is built on consistency and transparency. When that starts to fade, it’s usually not sudden—it’s gradual. According to Chriss, one of the earliest red flags is avoidance.

“If your supplier starts dodging calls or pushing back meetings, that’s a warning sign,” Chriss shared. “Conversations that once flowed easily now require multiple follow-ups, or they simply go quiet. You might also notice new complaints coming up—issues like response times, product shortages, or overall quality that weren’t problems before.”

Recognizing these early patterns gives you the chance to take action before they become bigger frustrations. For many CITY clients, a proactive service review or candid check-in helps realign expectations and strengthens the partnership.

A True Partner vs. Just Another Vendor

So, how can you tell whether your current provider is a true partner—or just another vendor delivering the bare minimum? Chriss says it’s all about behavior and accountability.

“Partners don’t disappear after an issue is resolved. They follow up to confirm satisfaction, explain what went wrong, and share what they’re doing to prevent it from happening again,” Chriss said. “They maintain consistent communication, full transparency, and a sense of urgency. A partner treats your priorities as their own.”

One Piece of Advice Before You Sign Again

Before you commit to another contract term, take a moment to reflect. “Does your current vendor truly treat you like a valued partner?” Chriss said. “Do they commit to becoming one of your best? And do they respond to your needs and requests with urgency? If not, it’s time to ask whether they’re still the right fit for your business.”

Don’t Sign Before You Review

If your current laundry service contract is nearing renewal (which means it is less than 12 months away), now is the time to evaluate. Review your service quality, communication, and support before committing to another term.

At CITY, we believe every customer deserves a vendor that’s responsive, reliable, and invested in their success—not one that simply delivers a pickup and drop-off.

Before you renew, schedule a no-obligation service review with CITY. Jennifer Diehls would be happy to get that scheduled for you. Please contact her at jdiehls@citylaundering.com or visit our website.

We’ll walk you through your current agreement, help identify areas for improvement, and show you what a true partnership looks like.