Posts Tagged ‘customer service’

Norm Speaking PEWe had a great presentation from our friend Norm Cooper at this year’s New York Pest Expo. Norm shared some life lessons he has learned in his many years of running one of the largest pest control companies in the New York area.

Each of us has a unique quality that makes us different from others. When it comes to selling your services, Norm feels strongly you should be selling your uniqueness. Why are you different? What sets you apart? Once you understand this and how to use it to your advantage you won’t have to sell price. You deserve the business. Keep in mind that when it comes to customer management be realistic about your strengths and weaknesses. You can’t be all things to all people.


This past November PCT published Meet Me Halfway, by Richard Berman. We thought it was a wealth of information for anyone looking for advice to improve customer relationships. In doing so not only does customer service improve but so does retention, word of mouth referrals, and cost.

The most successful pest control professionals are able to get customers actively involved in correcting pest issues. Here are some ideas to help get your point across.

RICHARD BERMAN | November 30, 2012

Editor’s note: The following article is based on a presentation made by Richard Berman at the January 2012 NPMA Eastern Conference in Atlantic City, New Jersey.
Challenge the pest control professional faces when practicing IPM is getting client buy-in and cooperation. While there may be slightly different definitions of IPM from different groups and organizations, the one common thread to all is that IPM, pest prevention and remediation is based on physical exclusion, habitat and equipment modification; good housekeeping; and employee practices. In many cases the professional can make minor repairs like plugging and sealing holes and adding door sweeps. These efforts can be additional revenue opportunities as add-on services, or simply be part of the current service provided.