SAVE CANCELATIONS

CLIENT RETENTION IN AN ECONOMIC SLOWDOWN We all know that most people would rather not deal with pests on their own, which is why they hire PMPs. However, in an economic downturn, many clients will cancel their Pest Management Program purely for financial reasons. Once clients cancel, they really only have two choices. Do nothing or do their own pest control. I don’t mention leaving you for a competitor, since a few dollars in price is probably not their main financial concern. What can the PMP do in the face of this crisis? I believe there are a number of things that can be done. 1. Empathize. Understand what they are going through. People want to live in pest free environments, but do not want to deal with the pests or pest control products on their own. Come to an understanding that this is the case, and offer to help. 2. Identify pest infestations before any remedial action is taken. Once the Pest Control Program is cancelled, the first line of defense, inspection, is gone. Offer to help the client by installing pest monitoring devices like the Surstar Magna Catch II 3-D. Show the client where they are placed and how to monitor the device. This will give them the peace of mind that there is still some level of control in their environment. 3. Once pests are detected by the client, have them call your service center and discuss the pest activity. Develop an action plan based on real trap catch evidence. 4. Stay in touch with your client by calling periodically, encourageing them to check the devices. Continue to work as a team with the client. We all know how much it costs to get a client in the first place. Don’t just let them cancel. Insure them that if an infestation does occur, they can call you for possible remedial actions and future services. Use the Economic downturn as an opportunity to develop long-term relationships with your clients. Each PCO will need to determine the fee structures for these services, but the long-term economic gain through partnership will be worth the time and effort.