Evolving Client Expectations | E28 – Hard Refresh – An ISSA Podcast

In this episode of Hard Refresh, hosts Caden Hutchens and Karina Neff sit down with Lisa Macqueen, Co-Founder & Director at CleanCorp, to talk about how client expectations are evolving and what building service contractors need to do to keep up. From strategic partnerships to company culture, Lisa brings more than 30 years of perspective on what it takes to win in today’s cleaning industry.

In This Episode:

🔹 Quick Control:

• Be sure to catch the Innovation & Tech Committee at the ISSA Show in Las Vegas:
  • Caden is speaking on Monday, Nov. 10 (1:45–2:45)
  • CLX session on Tuesday, Nov. 11 (2:30–3:30)
  • AI Rapid Fire session on Wednesday, Nov. 12 (2:30–3:30)

• Last episode: Humanizing Technology in Client Relationships with Tim Cullinan (Ep. 27)

🔹 Clear Cache:

• Lisa chooses Roasted by AI instead of Two Truths & a Lie

• How client expectations have shifted from service delivery to strategic partnership

• Why culture and retention are tied directly to client satisfaction

• The challenge of balancing growth with consistency and trust

• Lessons from Lisa’s three decades leading CleanCorp

💡 “Let’s face it, outside of our industry, there’s not really a lot of people advocating for us. There are misconceptions — very old ones — and it’s up to us to change the way people think.”

🎧 Subscribe & Follow Hard Refresh on Spotify, YouTube, or wherever you get your podcasts.

Connect with the Hosts & Guest:
Caden Hutchens – https://www.linkedin.com/in/caden-hutchens/
Karina Neff – https://www.linkedin.com/in/karina-neff-01b0782a/
Lisa Macqueen – https://www.linkedin.com/in/lisamacqueen/

👥 Join the ISSA Tech & Innovation Community on LinkedIn:
https://www.linkedin.com/groups/13063462/