Service Challenge #1: Engaging Customers

PMPs said they need customer help to control fleas. This starts with prepping the site before treatment, such as by vacuuming, picking items up off the floor, washing pet bedding and cutting the grass.

As well, 39 percent of PMPs said their locations encouraged customers to have their pets treated with veterinary or over-the-counter flea treatments, found the 2022 PCT State of the Flea Control Market survey.

“There’s a whole lot of other things involved where you need customer cooperation to get the job done right. Not everybody does that. Not every customer is a good customer,” said Greg Schoch, Anytime Pest Elimination.

Trent Johnson, Ja-Roy Pest Control, agreed. “There’s a lot of prep work that we ask to be done before we get there. If that’s not done, we don’t go along with it because it’s going to make us look bad because the problem is not going to be solved if they haven’t helped us on their part.” His technicians occasionally pick up items left out accidentally, but “we’d rather not handle personal belongings.”

When customers don’t cooperate, some PMPs said they try to reschedule treatments or target previously inaccessible areas during follow-up visits. Others said they encourage customers to perform treatment themselves using do-it-yourself products, which they sell.

Jim Ramey, co-owner of Lu-Crest Pest Control in Perrysville, Ohio, took steps over the years to train his property manager clients on flea control. They now understand why it is more effective to treat empty apartments after the carpet is cleaned and before new tenants move in. This approach benefits all involved: clients, tenants and Ramey.

“We give them a discount because (the unit is) empty. There’s no furniture to move around. It’s much quicker and the results are going to be much better,” said Ramey.

Customer help is just as important post-treatment. The PCT survey found 61 percent of PMPs leave behind instructions for clients to follow post treatment, and 3 percent leave behind on-pet treatment products.

A failure to cooperate leads to callbacks, which averaged 5.3 percent for flea control service.

Good communication helps set expectations for the service, which makes for more satisfied customers.

At Ja-Roy Pest Control, technicians explain the flea life cycle and why that requires them to return in two- to three-week intervals until the problem is resolved. “We let them know that upfront. That way they’re not expecting a miracle after just one treatment,” said Trent Johnson.

Don’t merely tell customers what they need to do before and after treatment; tell them why they need to do it. “That’s how you will get a lot of cooperation on their end; if they understand why they’re having to do things,” said Johnson.

Charles Fyfe, Envirocare Pest Control, educates customers about what they do on their own first to prevent and minimize flea introductions before they choose chemical control. “Once I explain the mechanical things they can do — vacuuming, cleaning, having the pets treated professionally by a vet — that usually resolves the problem for them,” he said.