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This depends on which angle you're looking to improve. Which route would make the larger companies take notice faster? a) Customers picking your 'brand' over

by helen842000 13y ago

This depends on which angle you're looking to improve. Which route would make the larger companies take notice faster? a) Customers picking your 'brand' over theirs. This could be done by addressing the embarrassment side of having to call pest control in, especially with the target customer of first time parents with young children. Are there preventative services you could offer, which is where you get into selling a 'peace of mind' service. Alternatively maybe you opt to have no branded vehicles - is being discreet of value to your customers? b) Generating unprecedented sales numbers - This could be done by targeting residences around a home you're currently working at, or partnering with food service chains or offering a service to home buyers to do a full report. Even targeting pet owners (I'm sure there are some pests that are harmful to domesticated animals) If you educate a new market then it's a whole lot easier than fighting over one that knows your competitors well. c) Automate the business side for efficiency - set up systems that remind you to follow up with dormant enquiries, schedule visits on a linear route for operatives, auto-contact your previous customers to remind them of an annual check. This would be changing the industry from the inside out. d) Could you productise the industry - same as weedkiller & tools are a huge seller for the lawncare industry. Brainstorm on your customers pain points - what stops them picking up the phone - high cost, too busy, inconvenient process and so on. The best way to disrupt the industry is by doing something that isn't just a 'better offer' as that can be copied - it has to be fundamental to your way of operating. Good luck with your improvements!

MotivatedPen 13y ago
Biggest pain points -contracts. customers hate them but they seem like a must have. For example I sold my old company to terminix. I would go from 5 million to nothing if they weren't contracted customers. -the customer service experience hasn't really changed in 20 years. I am even guilty of this. It's just the same crap. -customers expect to see ZERO pests, which is impossible at this point.
- helen842000 13y ago
  When you say contracts, do you mean as in a repeat service agreement or more a paper contract? Customer service is really easy to improve & easy to forget to do. Look at what's stopping you from providing awesome customer service consistently. Can tech help with this in anyway? How do you define poor customer service? Is it a case that you promise you'll come on Monday but other jobs get in the way (schedule organisation) Is it not calling people back when they enquire (consider a voicemail to email service) or is it more that you just don't have time to form a friendly relationship with the customer e.g I'm done here's the invoice. (Look into delegating to a part-time assistant) If customers expectations are incorrect (zero pests) then that needs to be communicated more loudly & your controllers should educate the correct expectations & emphasise the importance of noting frequency/numbers of pests seen & when is the right time to call you back - by teaching the customer what to expect they'll be happier even if they do see 'some' they were forewarned.
  - MotivatedPen 13y ago
    They are one year agreements (4 treatments) then quarter by quarter after that. As far as customer experience/service I think there could be a better way for customers to schedule appointments, they should have a complete job done each time, and something extra to put a cherry on top. Maybe it will never be the "want" that cable or direct tv is... In some areas it is more important than tv but never will more people have pest control than direct tv..

MotivatedPen 13y ago

Biggest pain points -contracts. customers hate them but they seem like a must have. For example I sold my old company to terminix. I would go from 5 million to nothing if they weren't contracted customers. -the customer service experience hasn't really changed in 20 years. I am even guilty of this. It's just the same crap. -customers expect to see ZERO pests, which is impossible at this point.

helen842000 13y ago
When you say contracts, do you mean as in a repeat service agreement or more a paper contract? Customer service is really easy to improve & easy to forget to do. Look at what's stopping you from providing awesome customer service consistently. Can tech help with this in anyway? How do you define poor customer service? Is it a case that you promise you'll come on Monday but other jobs get in the way (schedule organisation) Is it not calling people back when they enquire (consider a voicemail to email service) or is it more that you just don't have time to form a friendly relationship with the customer e.g I'm done here's the invoice. (Look into delegating to a part-time assistant) If customers expectations are incorrect (zero pests) then that needs to be communicated more loudly & your controllers should educate the correct expectations & emphasise the importance of noting frequency/numbers of pests seen & when is the right time to call you back - by teaching the customer what to expect they'll be happier even if they do see 'some' they were forewarned.
- MotivatedPen 13y ago
  They are one year agreements (4 treatments) then quarter by quarter after that. As far as customer experience/service I think there could be a better way for customers to schedule appointments, they should have a complete job done each time, and something extra to put a cherry on top. Maybe it will never be the "want" that cable or direct tv is... In some areas it is more important than tv but never will more people have pest control than direct tv..