STOP THE CALL BACK!
12 Ways to Avoid the “Call Back Curse”
We’ve all been called back on to look at a job we thought had been
completed at one time or another. Call backs are the curse of the busy
pest controller. Rushing from one job to the next, especially in busy
summer months, we can sometimes forget to explain something or even
miss a vital part of a process trying to be on time.
Call backs not only put a dent in your profits, but can also affect your
relationships with clients and their view on your service. Great
preparation and a solid process can be the difference between calling
once and doing a great job and going back inconveniencing both you
and your customer.
Expert pest controllers Grant Curry, Rowan Gregson and our own
regional manger Richard Lawrence have shared their expertise for this
guide.
As my father always used to say, “measure twice, cut once”.
1) Have the correct expectations been set from the beginning? Good
communication with the client from the initial call is essential to set
realistic expectations.
2) Timing of jobs is crucial so ensure wind, excessive heat, sunlight and
time of day are taken into account when booking the appointment.
3) Review customer records and customer history on usage of
materials and quantities, also any problems previously experienced.
4) Always provide realistic and genuine estimates. Low estimates to get
work ALWAYS end up costing you reputation and money.
5) Do you have the right chemicals and tools for the job? Create a
simple pre-flight checklist before you leave the office, this will ensure
you have everything you need prior to leaving.
6) Ensuring your equipment is in great working order is essential for a
trouble free site treatment. Always clean and maintain your equipment
well and it will look after you in return. 7) Ensuring the customer fully understands their problem is essential in
reducing call backs. Explain what you are going to do and what the
likelihood of success is and whether a follow up treatment is advised.
Creating a simple flyer to give to them “You’ve just been sprayed for
XXXX”, can educate and encourage them to make contact in a set
amount of time with a stamp.
8) Create a service tick sheet. This is a thorough step by step process of
your service you provide to ensure you are not missing anything on
site.
9) Ensure paperwork is easy to understand and complete. Ensure all
materials, when and where used as well as the details of your warranty
are clear.
10) Always ask if their is anything else they need to know, if they are
happy and even if they have any other issues they would like you to look
at prior to leaving.
11) Communicate after the job to understand how your services are
seen by the public and improve where possible. Ask for reviews that can
be used in marketing and pass them on to the business.
12) Regular “tool box” meetings where all pest controllers input their
experiences on a regular basis to improve the service for customers.
Unfortunately, even the best laid plans can fail due to human nature on
both sides.
If you have followed all of these and you still get a call back, let’s
minimise the pain a little. Uncover what the problem is prior to returning,
as you may not need to go back at all.
