Curbing Callbacks

Scheduling an automatic follow-up with every flea service has been key to curbing callbacks at Burt’s Termite & Pest Control in Columbus, Ind. “We found that the majority of people were calling us because of the nature of the life cycle,” said Doug Foster, president. “They go from egg to larvae to pupae and then adult, and during that pupae stage, no amount of pesticide is going to kill those. So, even after two weeks, those are emerging. People were getting bites even though there was product out.

“During that window, they can still get a bloodmeal and customers think, ‘We still have them!’” The follow-up step knocked out most callbacks.

Also important is servicing the entire house and exterior, not just where the homeowner thinks fleas are festering, said Dennis Mastrolia, president, Dennis the Mennis Pest Elimination Experts, Lynn, Mass. “They may say, ‘We only have fleas downstairs in the living room,’ and they don’t bother with upstairs. But meanwhile, the pet has the run of the house. It’s important to educate the client.”

We charge accordingly. Sometimes we need to go out first to make an inspection and we schedule a service, and then a follow-up. We make the same profit margin as we would for roaches, rodents and other miscellaneous pest problems we deal with.”