Standards & Communication
Objective:
By the end of this training, technicians will understand the high standards of professionalism, knowledge, and customer service that are expected of them while representing Clements Pest Control. These guidelines will ensure that our technicians provide top-tier service and uphold our reputation in the communities we serve.
Overview:
At Clements Pest Control, we are obsessive about improvement and strive to get better every day. Whether it’s through more efficient routing, better hiring practices, enhanced training, or studying more effective pest control methods, Clements is a dynamic workplace that continues to evolve.
To achieve our goals and meet the needs of our customers, we set high standards for our technicians. These standards ensure that they represent the company properly in the communities we serve. This lesson outlines the key expectations and behaviors that every technician should follow on the job.
Introduction to Clements
Welcome to Clements. We’re excited to have you on board and look forward to getting to know you better in the coming weeks and months. As part of your onboarding process, it's important to learn our history, organizational structure and best practices. I sincerely hope that you find this handbook useful as you navigate the first few weeks with us.
Clements Pest Control is a leader in Florida in providing effective and reliable pest control services. For more than 62 years, the Slade family has owned and operated Clements Pest Control with one goal in mind - providing honest, high quality pest control to our local community. Though much has happened over the last six decades, our commitment to excellence service and environmental sustainability has never changed.
Ronald Slade Sr. opened Clements’ second branch in Vero Beach back in 1961. After relocating his young family from Fort Lauderdale, he went door to door meeting with neighbors while building a reputation for quick, reliable services. His sons, Timothy and Ronald Jr. have spent over 40 years managing the company and most recently in 2017, his grandson, Christopher Slade joined Clements as acting COO.
Three generations onward, we still value the importance of the local community and providing excellent service to our customers. With offices throughout central and south Florida, our team of dedicated experts are always ready to greet customers with a smile and tackle pest control issues.
Even though we’ve come a long way from humble roots, we are a family business at heart. We do our best to take care of one another, work hand and hand as a team, and we place honesty, loyalty, and empathy at the core of our values.
Working at Clements is not a job, a gig, or a placeholder, and if you feel that way about your role, you should stop reading now because you’re not the right fit for this position. Working at Clements should be viewed as a long term opportunity to better yourself, to learn new and valuable skills, and a place where you have the chance to advance if you are motivated, ambitious, and act as a team player.
We hope that this booklet provides some valuable insights that will help you succeed in your new role. Please take this information to heart, learn it to the best of your ability, and don’t be afraid to ask questions along the way. We appreciate your commitment to better yourself and becoming a member of the Clements team.
Three Pillars to Becoming a Successful Technician
To be a successful technician at Clements, there are three major components that you must excel at. As “cheesy” as this may sound, it's one of the most fundamental concepts to this entire handbook… so please do not overlook it. See the PDF diagram for your reference.
Technical Skills - Your ability to learn and conform to Clements’ approach to pest control services. This includes troubleshooting a wide array of pest related issues and situations.
Customer Interactions - Your ability to properly communicate with customers in a timely and pleasant manner.
Administrative obligations - Your ability to stay organized, follow directions with regards to internal policies, and communication with various departments, supervisors, and other team members.
Key Standards & Expectations as a Clements Employee:
1. Punctuality and Professionalism:
Punctuality: Technicians must always arrive at appointments on time. This demonstrates respect for the customer’s schedule and reflects well on the company.
Professional Appearance:
Technicians should wear a clean, neat uniform, with identification badges clearly visible at all times.
A professional appearance instills trust and confidence in customers.
Customer Interaction:
Greet the customer in a friendly and respectful manner.
Explain the service that will be provided in clear terms, ensuring the customer understands the process before you begin.
2. Knowledge of Pests and Treatment Methods:
Expertise:
Technicians are expected to be knowledgeable about common pests, their habits, and effective treatment methods.
Be prepared to answer any questions the customer may have and provide educational tips on how to prevent future infestations.
Safe Handling of Pesticides:
All technicians should be fully trained in the safe handling and application of pesticides.
Always ensure that treatments are performed following safety guidelines to protect both the customer and the environment
3. Respect for the Customer’s Property:
Careful Handling:
Be mindful when moving any furniture or appliances during service.
Ensure that no damage occurs to the property, and take extra care when performing services indoors.
Cleanliness:
Always clean up any messes made during the treatment process, leaving the property as clean (or cleaner) than when you arrived.
4. Honesty and Transparency:
Clear Communication:
Technicians should be upfront about the services being provided and clearly explain any service agreements or costs involved.
Make sure the customer fully understands the expected outcomes of the service and provide follow-up recommendations when necessary.
Transparency in Results:
Don’t over-promise results; be clear about what the customer can expect and set realistic expectations.
5. Environmental Consciousness:
Eco-Friendly Practices:
Whenever possible, technicians should use environmentally friendly products and methods that are safe for both people and pets.
This not only ensures customer safety but also reinforces Clements Pest Control’s commitment to sustainability.
