Lesson 2: Communication with Customers

Objective:

By the end of this training, technicians will understand the importance of exceeding customer expectations by maintaining professionalism, listening attentively, and building positive relationships with customers. These practices will help foster long-term loyalty and distinguish Clements Pest Control from competitors.

Overview:

Providing effective pest control services is just part of how our technicians are evaluated by customers. The real key to success lies in how you interact with customers, conduct yourself professionally, and build relationships. Even if you are highly knowledgeable about pest control, a poor attitude can undermine your efforts. This lesson focuses on tips for delivering superior customer service that builds trust and loyalty, setting us apart from the competition.

Introduction to Exceeding Customer Expectations

At Clements Pest Control, we strive to go above and beyond for our customers. We know that the way you present yourself and interact with customers is just as important as solving their pest problems. Customers expect you to handle their pest control needs, but how they grade us is largely influenced by the service experience. Being courteous, professional, and attentive to their concerns will make all the difference in building lasting relationships.

Key Tips for Exceeding Customer Expectations

1. Be Professional

• Punctuality and Appearance: Always arrive on time, dressed in a clean, pressed uniform. Make sure your equipment is well-maintained, and wear shoe covers when entering a customer’s home.

• Introduction: Introduce yourself by name and explain the purpose of your visit. A clear introduction sets a positive tone for the interaction.

2. Listen to the Customer

• Active Listening: Pay close attention to the customer’s concerns and address them specifically. Avoid interrupting and make sure they feel heard.

• Clear Explanations: Explain what services you will provide, how they work, and what the customer can do to help prevent future infestations.

3. Provide Clear Information

• Use Simple Language: Avoid using jargon or technical terms that may confuse the customer. Ensure they fully understand what treatments are being used and why.

• Follow-Up: Let them know if any follow-up visits are needed and provide clear instructions on any further actions.

4. Respect the Customer’s Property

• Careful Handling: Use boot covers and protective materials as needed to safeguard the customer’s home. Always clean up after yourself, leaving the space tidy.

• Safe Storage: Ensure that all equipment and products are stored safely and properly.

5. Build a Working Relationship

• Friendly and Professional Interaction: Ask customers about their day, listen to their needs, and show genuine interest. Building a rapport with them will help establish trust and loyalty.

• Check-In Regularly: When arriving at a customer’s home, knock on the door, and check in with them to confirm any details before starting the service.

Reminders:

• Door Hangers: Always leave a door hanger with service information when no one is home for a scheduled visit.

• Knock and Check-In: Upon arrival, knock on the door to let the customer know you're there and give them an update on the service.

Key Standards & Expectations as a Clements Technician:

1. Punctuality and Professionalism: Always arrive on time, wearing a clean, pressed uniform.

2. Listening: Listen carefully to the customer’s concerns and address them effectively.

3. Clarity: Provide clear, easy-to-understand explanations and information.

4. Respect for Property: Treat the customer’s home with care, using protective measures and cleaning up after yourself.

5. Building Relationships: Be friendly, courteous, and attentive to the customer’s needs, building trust and loyalty.