It takes some time for customers to get to know you. When you first meet, there is skepticism, on both sides. You know you are a qualified pest management professional, but the customer doesn’t. The customer knows the facility needs, you don’t. Trust has to be built between the facility staff and you.
Week by week, month by month, the lines of communication get better. You are beginning to get a better perspective of the facility. The customer sees you inspecting. You start learning the names of employees. The forklift drivers, production staff, and sanitation crew can be an asset to your inspections. Those are the people who work daily. They see more than they realize.
Letting employees know that they are an important part of the IPM program will get them engaged. Show them how they can help, and they, too, will begin trust your knowledge. Question them about what they’ve seen. Ask about any new product, pallets, or packaging materials that has been received.
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In the decade that I’ve been a service technician, and at one point, a manager, I’ve made friends of my customers. We trade work stories, vacation stories, kid stories, life stories. We’ve laughed. We’ve cried. We’ve talked. We’ve joked. I’m glad that I have been made to feel like part of their family. So much, that I have been given some nicknames. I’ll bet you have some, too. I’m not sure which one is my favorite.
Let’s compare.
Bug Lady. Dead Bug Person. Trap Master. Mom. Missy Mouse. Just this week, I found a note in a trap that said, “ Catch me if you can.” s/ Mickey Mouse. (The elevator staff thinks they’re funny)
Those names are a sweet reminder that I am appreciated and trusted. I’ll answer to most anything, unless you are swearing at me. The greeting I get when I sign in at an account makes my day. I believe the trust you build with a customer isn’t about who you work for, but WHO YOU ARE. I know I am there to make a difference. I’m happy about that.
Pest Control Chatter 