When it comes to pest control what do your neighbors complain about?
Since 2003 I have done every job in the pest control industry. From door to door sales to inside sales and office manager. From technician to technician manager to branch manager to owner. I have heard every complaint there is! And I can share with you what the 5 most common complaints are–in order.
I will give you a countdown. I will start with #5 and end with the #1 complaint about pest control companies
#5. The bugs. You might think this would be complaint #1 but it is NOT. I find this interesting. In my opinion this is because most companies do a pretty good job of controlling the bugs. And most customers have a realistic expectation!. This is great news.
Pest control will not eliminate all bugs but it will “take the edge off” and make it better. More livable. But if the bugs are getting pretty bad then let your company know so they can come back for free!
#4 The staff. They will complain about the office more than they will complain about the tech! I find this very interesting. I do not know exactly why this is. I think it has something to do with the fact that technicians and customers see each other face to face. If you know someone face to face it is easier to see them as a person instead of an inconvenience.
#3 Scheduling and Communicating. Here are examples of common complaints.
“I did not know you were coming–why didn't you notify me?” “That time does not work, why do you schedule me for your convenience and not for mine.” “I can’t get a hold of the office to reschedule.” “When I need a free service it is hard to get ahold of you.” “You make me feel bad for getting extra services but that is what I pay for.” “Can you give me a heads up? Why can’t you just let me know 30 minutes before you arrive.”
#2 Billing. Nobody likes paying their bills. But if you get a bill and it makes sense then you get it. But if you are confused about what you are paying for then it can be really frustrating! It's also frustrating to feel like you are being charged the wrong amount.
Most people get pest control every three months. That can create confusion and misunderstanding. Since it is not every month it can be a surprise bill. We all like to be surprised to find a $20 bill that we forgot about. But we hate being surprised by a bill that we were not expecting!
Sometimes the service gets slightly off schedule. When that happens it can get even more confusing. Or sometimes you mail in a check and the next day get a bill and you wonder if it is a new bill or the one you just paid.
Due to the fact that it is not a monthly bill it creates new ways to be frustrated and confused! On top of that if you are not happy then you do not want to pay this bill! Why do I have to pay when you created problems instead of solving them? What can you be frustrated with? The other things on this list! The tech or the office or the results or the scheduling . If you are not happy then you really don’t want to pay this bill!
#1. What is the number one complaint about pest control companies!? The contract! Nobody likes contracts.
People do not like being locked in or told what to do. They do not like being held to a schedule, and they do not like to pay early termination fees. But if you have issues with any of the other things on this list, then it becomes even more annoying!
Let us know your experience. Have you experienced any of these 5 complaints about your pest control company? What advice would you give to someone who is signing their first pest control contract?
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