Don’t Hesitate to Educate

As with just about any type of pest control, communication with the customer is key. This includes educating them about ticks for starters, and then helping them understand that their actions can be critical to gaining and maintaining control. Following are some touchpoints where communication can support your efforts.

IN YOUR MARKETING EFFORTS.

Social media, as well as more traditional marketing channels, can support your efforts to educate potential customers about health risks to people and pets, and other important information about ticks as the season unfolds.

“We started by sending teasers about tick season to customers, reminding them to start watching for signs of ticks with their animals, and letting them know we offer an add-on tick service or bundled tick and mosquito service if they’re interested,” says Kendra Snyder, Quest Termite & Pest Management. “Throughout the season, we use social media, postcards and door hangers to share information, because we know how important it is for customers to understand the pest and its associated risks, as well as its management.”

ON THE PHONE.

When a customer calls in with questions or concerns, or to set up a call, your representative should be able to provide the information they’re seeking and explain how the service will be performed.

AT TIME OF SERVICE.

Your technicians should be equipped to set expectations, explain the need for collaboration and field any customer questions or concerns.

“Pest management is a customer service industry. It’s our responsibility to not just provide results but also manage expectations and ease customer concerns,” says Todd Barber of Barber’s Best Termite and Pest. “Ticks can freak people out. They may be worried about Lyme disease or other health issues, or it could just be the ‘creepy factor’ of having thousands of bugs in the house. We need to calmly explain the process and assure them that we can handle the situation, as long as we do it together.”

FOLLOWING THE SERVICE.

Once the service has been completed, the technician should leave notes for the customer. “We need to let the customer know what they can do to make their yard tick- unfriendly,” says Dylan Morrison, City Wide Exterminating. “That includes keeping the grass cut low, trimming back shrubs and foliage, and having their pets treated for ticks.”

You also can leave detailed information about ticks and their management with the customer, Snyder suggests. “When customers are working from home or otherwise busy, it’s hard to have a lengthy conversation with them, so we briefly explain things to them and then hand them a tri-fold or leaflet they can read later. We tell them that we’re their pest control partners, here to give them all the information they need to make good, educated decisions for their family. Then we invite them to call us any time they may have further questions or concerns.”

Keeping those lines of communication open year-round reinforces your commitment to your customers to strengthen your long-term relationships.