4 ms·

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

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..

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..