Set Clear Customer Expectations When Using Natural Products, PMPs Say

CLEVELAND – Setting customer expectations is important for all pest control services, and it’s even more important when using natural products.

Seventy-six percent of those who responded to PCT’s most recent poll said it is more important to set clear customer expectations for green services and to explain how green products work (vs. traditional pesticides).

For Earth Right Exterminating, Chickamauga, Ga., 75 percent of the products the company uses are organic and owner Chris Thornton said setting realistic expectations is more important because natural products “change how everything is done.”

Thornton said the most important thing to explain to customers about natural products is “not to use heavy cleaning agents because they can't hold up to them as well.”

Another company that uses natural products is Storysold Pest Control, Portland, Ore. Owner Jake Wasson was among the 22 percent who responded that it is “as important” to set clear expectations when it comes to using natural products. “Every time I meet with a customer I give them a full rundown of what we are using and how it works.”

Charlie Sims, service technician from Carolina Conditions, Lexington, S.C., also said anytime he’s selling pest control he educates customers about products, whether or not it is a traditional or a green product.  “Green products are great because they reduce the risk of harming your client and the environment,” he said. “But you always got to convey expectations as well. Green products have an important place in the pest control arsenal. But like anything you do not want to oversell and under deliver.”

Sims added that it is important to remind customers that just because a product is green does not mean it can be sprayed whenever and wherever. “All pesticides need to be treated as such. This way we can ensure everyone’s health and safety,” he said.

Participate in our newest poll question: Do you vacuum as part of your cockroach control service strategy?