It is TIME for the PestVets Annual
COAT DRIVE!

Building customer relationships that go the distance

• Build an understanding of each customer’s unique needs: Oftentimes, when people call for pest control services, they’re dealing with a stressful situation and they’re looking for you to provide them with peace of mind, Garber said. To get the conversation off on the right foot, ask the customer open-ended questions so you can gain a  clear understanding of what the problem is. Practice active listening and follow up with additional questions to ensure you and the customer are on the same page. And once you’re certain you have the full picture, you can start talking with the customer about how you’ll solve their specific issue. “Even if you’ve seen the same pest problem a million times, it may be brand new to the customer,” Garber said. “Give them time to talk, listen to what they have to say and then you can start talking about your services. It will show them that you see them as an individual and not just a number.”
• Respond quickly and don’t make people wait too long for service: When customers are dealing with pest infestations, they want them taken care of ASAP. If they call your office and no one picks up the phone, they’re probably going to move down the list to the next provider. While it’s inevitable that you’ll miss a call here and there, do your best to answer as many as you can - or at least return your messages in a timely manner. Being responsive will go a long way in the eyes of your customers! Additionally, consider using text messaging and automated chatbots to simplify and streamline the appointment booking process. These technological resources can be a great complement to your CSRs and admin staff. Finally, offer flexible hours including evenings and weekends to accommodate people with busy schedules. Your goal, Garber said, is to make it as easy as possible for customers to do business with you.
• Communicate clearly: A lack of transparent communication can quickly lead to unmet expectations and frustration for both you and your customers. That’s why it’s so important to have clear discussions up front about the scope of work you’ll be performing, what your service plans include (and what they don’t) and any potential issues that may crop up. Then, once the service begins, provide regular updates on your progress and share a final summary of the work that was completed along with any necessary follow-up steps. And should your customers have questions or concerns, make sure you address them immediately. By communicating clearly and thoroughly, Garber said, you’re showing your customers that you’re someone they can trust to take care of them and keep them in the loop every step of the way.
• Provide consistent quality: Customers like to know what to expect when they hire a pest control company, which is why it’s crucial to set up a standardized system of procedures for your team to follow to the letter. When you’re training your new employees, make sure they understand exactly what they’re supposed to do when they’re out on a service call. That way, there’s a level of consistency in place and customers know that they’ll be taken care of no matter who’s performing their service. But don’t just limit training to new hires, Garber said. Make sure to conduct regular education sessions with your entire team to keep them updated on new developments in the industry. This way you’ll always be putting your best foot forward - and your customers will notice.
• Be proactive: Knowing how to treat an existing pest or wildlife control problem is important, but it’s also critical to be able to anticipate future issues. When you’re out on a call, spend a few extra minutes looking around the property to see if any red flags jump out at you. Then talk with your customers about what you find and share suggestions on how they can avoid a major problem down the road. It’s a great way to show your value, Garber said, and it can even present an opportunity for you to generate more business for your company.
• Don’t be afraid to get personal: Use your CRM to track things like birthdays and service anniversaries and when those special days arrive, send a handwritten note to your customers to show your appreciation. Additionally, take a few notes about the people you meet on each visit and save them in your phone. For example, if a customer tells you she’s getting ready to go on a fabulous vacation, jot that information down so you can ask her about it on your next visit. “Little things can go a long way when it comes to customer service,” Garber said. “And the more personalized your interactions are, the stronger your connection will be.”
• Encourage feedback - and act on it: You know the old saying “you’ll never know unless you ask?” It’s true in personal relationships and it’s also true when it comes to business. When you complete a service, send over a customer satisfaction survey or have one of your CSRs do a follow-up call to find out how everything went. If certain issues keep coming up in these surveys and phone calls, it may be time to do some additional training with your team to get everything straightened out. By showing your customers that you value their feedback and that you’re 100 percent committed to making them happy, you’re taking an important step toward building loyalty that lasts.If you can implement these suggestions in your day-to-day operations, you’ll be rewarded with plenty of repeat business and tons of referrals. Plus, you’ll have the personal satisfaction that comes with knowing that you always put your customers first. Talk about a win-win situation,right?

Leadership Teams Raising Money for Scholarships & PestVets

NEW!

Crawlspace

Workshop

IN-PERSON ONLY

Tuesday, October 24, 2023

Schedule

9:00 – 10 AM Georgia Pesticide vs Structural Division Category Rules and Regulations with LeAnna Merritt, Department of Agriculture (CAT 37, CAT 41, WDO or HPC) tbd

10:15 – 11:15 AM Pesticide Safety with LeAnna Merritt, Department of Agriculture (CAT 37, CAT 41, WDO or HPC) tbd

11:30 – 12:30 PM Disinfection and Sanitization for Dropping Removal and Listed Public Health Pathogens, Dr. Ben Hottel, Rollins (CAT 37 and HPC)

12:30 – 1:30 PM Lunch Onsite (Included in Registration Fee)

1:30– 2:30 PM Moisture and Fungi Dr. Jeff Lloyd, Nisus (CAT 37 and WDO)

2:45 – 4:45 PM Science and Technology of Crawlspace Encapsulations with Billy Tesh, Crawlspace Depot (CAT 37 and WDO)

We will also apply for credit in FL (CORE 2 credits and WDO 3 credits, GHP 1 credit), AL (WDC/WDB 5 credits, HPC 1 credit), SC (7A 6 credits), NC (W 5 credits, P 1 credit) and TN (C07 and C14 6 credits)

Registration ends October 20, 2023, at 2 p.m.

REGISTER NOW

Yellow-legged hornet Fact Sheet

Need to find a new employee, GPCA has a deal for you. We will post your job on our JOBS Board for thirty days for FREE, if you are a GPCA Member! What are you waiting for? Go find that new technician today!

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