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What Is Commercial?

Search Wikipedia for “What is a Commercial Property?” By the wiki definition,  “Commercial property includes office buildings, medical centers, hotels, malls, retail stores, multifamily housing buildings, farm land, warehouses, and garages.” Seems pretty straightforward but the real world, especially within the Trades, has nuances. 

Ultimately, the most important definition is the one your business uses to draw a clear distinction across your multiple business segments. That allows your team to operate efficiently and provide an amazing experience for every customer, whether you consider them  “Commercial” or “Residential.” 

The decision should be driven primarily by the ways in which you interact with your customers. Commercial customers should:

  • Behave relatively similarly

  • Be dealt with using relatively standard workflows

  • Be obtained and retained in similar ways.  

At ServiceTitan, we learn from thousands of customers who use our product. We’ve found that these are the kinds of properties they define as commercial: Any residence above a 4-plex; standalone businesses, plus those in malls and  strip malls;  restaurants; schools; government facilities; non-profits; and any business dealing with a facility maintenance company.

Still unsure of where to draw the line? Start with what you know, beyond any doubt, is residential. If this line is clearly defined, your team will be less confused about how to handle specific customers.

In any event, as Gonzales says, commercial service is a different game. 

“Commercial customers expect terms,” she said. “They expect to fill out a business application. They also expect you to get it fixed the first time, and if it can't be, you better have a quick solution or something in the interim until the permanent fix can be there. 

“They can be much more flexible with scheduling, but they can be much more demanding with the output of work."

This Commercial Playbook seeks to help contractors meet those expectations and more.