We all have THAT customer. You know the one. The one who keeps threatening to “find a better bug person”. The one who will never be happy with the professional pest work that we provide.
In years past, I have had some customers who were challenging. At one location, I was met at every service visit by a pest control administrator who had an issue. I fielded questions about my expertise, or a damaged trap, or mystery bugs that “aren’t supposed to be here”.
“Yes, Sir. I understand. I will be happy to take a look at the situation,” I say. “I will give you a full report.”
Customer service in a public setting is tough. Customer service in a semi- non-public setting is tougher. It’s just you and your customer…. no witnesses. Your best behavior is crucial, all while gritting your teeth, and trying to choose your words carefully. That customer knows your other customers, whether in a formal or informal fashion.
If a customer insists on taking to a manager, I will ask them to call the company phone number. Press option 1, (There is no Option 1) and they will get the owner…. that’s me. {giggle}
I hope my Miss America smile wasn’t too fake. Good reviews go a long way. A bad review will go farther.
Pest Control Chatter 