I can wait

One morning I was going out to start my pest control route in Austin Texas, and my 1st service had requested to be called 30 min prior to going. I called her at 7:30 and told her I was Randy with Bulwark Exterminating and this was her 30 min courtesy call before I come to her home at 8 o’clock to do her pest control. She apologized and told me she was running late to take her daughter to school but she really needed to have a inside treatment done for scorpions  but she wouldn’t be home till after 8:30 or so. I told her no problem, and that I could go there and treat her home on the outside and would wait for her to get back home.
When I arrived at the home I knocked on the door just to make sure no one was there, then started to spray the house. While spraying the home I was checking for wasp nests and spider webs to see if any needed to be taken down. After spraying the home I checked and baited the two rat boxes at the back of the home and then walked the yard and baited the fire ant mounds. She arrived home at 8:35 and then I went inside and did an inside scorpion treatment. I left home at 9am. Took me an hour but the customer was very happy with her service.

Missing Invoices

We had a customer recently call on the afternoon of her service, to find out when the tech would be there. I let her know she was scheduled for the morning, so she should already have either an invoice or a notice that we missed her for some reason. She said she thought so too, but didn’t see anything. I let her know I would call her back after checking with the technician to find out what happened. The tech remembered treating her home, and remembered that she had a pond in her yard, and said he left the invoice in the backdoor. I let the customer know this and she was very confused. She wanted to call her neighbor to find out if they were serviced already. When she called back she asked if there would be some reason to not leave the invoice for her, because her neighbor got their invoice. I told her if she didn’t believe the tech was there, we could send someone back to treat again for her. She said she believed me, and that wouldn’t be necessary, but was still baffled that she always could find the paperwork and didn’t see it anywhere today. I told her I would mail her a copy of the invoice when the tech brought it to the office and she said that would be great. She called again about an hour later, laughing so hard. She said she completely forgot that she has a backdoor to one of the bedrooms. She had found the invoice tucked right into the door, just like the tech promised. She apologized for making such a stink and said she felt so silly for not thinking of that before. She thanked me for all my help, and for all the calls back and forth trying to figure it out.

Jamie

St. George branch

Lost dog

During one hot summer in Austin, I was performing first time services for new Bulwark customers and training a new technician.  It was getting late in the week and the two of us had performed several first time services, so I told the trainee to get started on the outside and I would go inside, talk to the new customer, and get started performing the inside service.  I expected the trainee to come inside after doing the weephole screening and power spraying the perimeter, but after about half an hour, he had not yet come inside.  I explained to the new customer that I was going outside to check on my partner and that I would be back inside in just a few moments.  The hose was on the reel in the back of the truck, the weepholes were already meshed, but the trainee was nowhere to be found around the outside of the home.  I didn’t want to start yelling his name and cause any of the neighbors to question the professionalism of the technicians working for Bulwark, so I decided to finish the inside service, and think about where the trainee could have gone.  I completed the interior work and explained to the new customer, what I had done on the inside, what products were used and how they worked.  After thanking the customer and in the process of walking out the door, the customer said very calmly and nonchalantly, “make sure the dog doesn’t follow you out the gate, she has a habit of escaping” and the customer followed me out into the yard.  As we walked, I recognized the trainee, sweat dripping off of his face and petting a little dog in the yard.  The customer then told the trainee, “I’m surprised you two are getting along, she’s quite an escape artist, anytime someone comes into the yard, she gets out”, to which the trainee replied, “oh no ma’am we pay close attention when there a pets in the yard, we would never let anything happen to someone’s pet”.  The trainee and I left the home and hopped into the truck and asked him, “where’d you go, I was looking for you?”  To which he replied, “That little dog got out when I was reeling up the hose, so I tried to catch her.”  “I have been running all over the neighborhood for that last half hour.  I couldn’t pick her up and carry her the three blocks back here because I’m allergic.  So I caught up to her and fed her my sandwich to get her to come to me.  I took off my belt and made a leash and the two of us walked back to the house right before ya’ll came out.”  We laughed for a few minutes and I offered to buy him a Gatorade and something to eat.  As we pulled into the parking place at the convenience store, there was an unmistakable “LOST DOG” picture and poster in the store’s window from one of the previous escapes by his new friend.

Russel Shoffner

Branch Manager Austin

Roger Only

I’m Gabby, and have worked for Bulwark Exterminating for over three years now as a Customer Service Representative. One of my many duties entails calling and scheduling customers. There is this one particular customer that called in on September 25th 2007. This customer has been a loyal customer of ours since 2007. She has requested to have a specific technician to do her regular service and that is Roger. He is known in our office because of all the great compliments we have received from various customers. Roger services a well known gated community in the Austin, TX area. One of the great things we hear from all his customers is that he bends over backwards for our customers. Which I agree he really does.  If I could estimate there is about 30 additional customers who request Roger as well. So those customers are known as “Roger Only” customer that’s how popular he is in our office. So on that day in September the customer who was scheduled to have Roger out there that morning and got a notice left on her gate that stated her mailbox was full! She called the office to inquire what that meant. I then informed her that when we called her to let her know about the scheduled service, her voicemail was full and therefore she didn’t know about the appointment and left her gate locked. She then requested not only to have Roger go back and perform the regular service but to also delete her messages on her voice mail because she didn’t know how to do that. I explained to her that I couldn’t schedule that because that is not Roger’s area of expertise and she would have to contact her phone service provider for that. She insisted on getting Roger back out there, so I did. She continues to be a “ Roger Only” customer and I wouldn’t be surprised if Roger did go back and perform her regular service and also deleted her messages for her because again Roger always bends over backwards for his customers.

Too bad for the gardener

My name is Roger James and I’ve been a technician for Bulwark for four years now.  I am a team leader and service the community of Steiner Ranch which is in Austin, Texas.

It seems like everyone is cutting corners financially these days.  One of my favorite families from Steiner Ranch shared with me that the father of their household had to take a pay cut from his work.  They ended up having a family discussion about where they should cut corners.  It was either their gardener or me.  I’m happy to say that their final decision was to keep Bulwark.  Too bad for their gardener.

I always try to go that extra mile when it comes to customer service.  Many times I take in customer’s trash cans or spend a little time asking how they are doing.  It is very important to me that I take an extra five minutes at each customer’s house in order to develop rapport and trust.  With the number of customers that want my service exclusively, I would say that my skills are paying off.

Our staff for Bulwark in Austin meets twice every month and always encourages the topic of Customer Service.  It helps to hear other tech’s stories in order to pick up tips here and there.

Tick Invasion

tickI remember a call that I got last April, and it is a month this customer will never forget.  While in her laundry room, she noticed an odd, gray bug clinging to the wall.  She showed it to her husband and neither of them knew exactly what it was, so into the garbage disposal it went.  Afterwards, she went out of town leaving her dogs and husband at home for about ten days.  When she returned, she found another odd bug in the laundry room.  She also found ticks crawling on the walls, floors and embedded in her poor little pups!  She immediately called the vet and picked up some very expensive tick guard.  She went to the local pet store and bought even more expensive sprays and foggers to try to stop these horrible little creatures from their massive invasion. She had to take all my dogs to the groomer and have them shaved so she could check them for ticks on an hourly basis!

Her tick problem was just getting worse so the neighbor, vet and groomer suggested she seek professional intervention.  Heeding the neighbor’s advice, she called Bulwark and spoke to me.  I made a special trip to their home the very next day because I could hear and feel the frustration and overall panic in her voice.  The customer said in a review “Chris and his technicians came to our home several more times treating the yard, inside the home and even provided them with some tick spray for our dogs!”  We answered their calls and her questions in a caring professional manner.  It took about two months to completely eradicate the ticks and all their eggs, but they are happy to report they are tick free!  Bulwark sprays their home once a month and they continue to be pest free.  Living on the desert of Phoenix is beautiful but leaves everyone more susceptible to many critters, large and small.  The small ones are oftentimes the most irritating and destructive.  She continued to say, “Thank goodness for the professional team of Bulwark and their ability to take care of all our pest problems.   I always recommend Bulwark and Chris Benham to anyone who does not want a pest problem!”

Chris Benham

Phoenix AZ

My baby is coming!

My name is Roger James and I’ve been with Bulwark for four years now.  I am a Team Leader and primarily service homes up in the community of Steiner Ranch which is in Austin, TX.

One of my best stories this past summer was a customer who has been pregnant through this past year.  Every month when she saw me, she would smile and tell me how many more months until her little one was due to arrive.

I always try to think of how I can go that extra mile for my customers, so I asked her if she would like me to come and retreat the inside of her house two weeks before the baby was due.  She said yes right away.  It was nice to give her that extra reassurance that the inside and outside of her house would be bug free when she brought her baby home.

In August I saw her new baby girl.  She thanked me again and again for bringing her family “peace of mind” each and every month, especially with the baby.

That confirmed to me that I’m going that extra mile to bring “Peace of Mind” to my customers.  That’s what Bulwark is all about.

The roaches built that!

I went to this house in the run down part of town to do an emergency service.  It seemed like the tenants have issues with their rental home.  All five of them sat outside the house with luggage bags in tow when I showed up.  Unfortunately none of them spoke English fluently.  In broken sentences and hand signals, I gather that they were just in the middle of moving in when they noticed that all is not well.  The husband who had been quiet all this time suddenly burst out and said, “The roaches built that!” pointing to the house.  So I proceeded to do the service and was just sort of shocked when I had done the first socket.  There were hundreds of little hair-like feelers waving back at me.  Not even wall plates to cover the plugs.  I was thinking this would be an easy job.  Gross as it was; I kept on going and dusted every outlet.  After I was done inside, I proceeded to spray the exterior of the house. As I rounded the bend that leads to the back, I noticed a shoe sized hole near the foundation.  I immediately sprayed it thinking this would be a good hiding spot.  I started hearing screaming coming from the people inside and turned my head to see what all the commotion was.  However, I wasn’t able to find that out because of the sudden rush of cockroaches that came pouring out of the hole.  I’m not kidding when I say the roaches came out like a wave of Black Death and covered the entire patio and back wall.  These things were even crawling over the doors and patio furniture.  The more I sprayed, the more the roaches came, and for each that was dying, there were twenty more flushing out of the hole.  I soon found out the interior was no better.  By the time I finished the service, the tenants had left, but the office had called me with a message from the landlord. He lost the renters but will keep our service.  Seems like the last tenants were complaining about roaches too!

By: Oliver Gomez

Las Vegas, NV

The Switchover

My name is Roger James and I’ve been a technician for Bulwark for four years now.  I am a team leader and service the community of Steiner Ranch which is in Austin, Texas.

My wife also teaches in Steiner Ranch and she was surprised at the beginning of the school year by a request from one of her student’s moms.  She asked my wife, “Isn’t your husband that Bulwark guy who works in this area?”  She told my wife that many of the moms in Steiner have told her that Mrs. James’ husband is the BEST exterminating tech and she had to “switch over” from XYZ Exterminating to Bulwark.  So my wife ended up giving her one of my cards.

I received a call from this mom the following week. She let me know that as soon as her contract was over with ABC in a few months that her family would be switching over to Bulwark.

Sometimes the BEST form of advertising is “word of mouth.”  It’s nice to know that I have built up a solid reputation in Steiner.  I have sold many contracts by referrals, but this story is one of my favorites because it validates the quality of work I do.  At the beginning of this year, Bulwark allowed me to go to Texas A & M to further my training.  They also offer classes every month to keep us updated.  This story proves to me that my skills are paying off and I do my job thoroughly.

Searching out the Source

One day I went to a Peoria home for a call back service.  The family said that they were hearing crickets in their bathroom and they couldn’t figure out exactly where they were coming from.  They were getting annoyed and weren’t able to sleep at night.  I first started inside the house looking around the bathroom.  I noticed a compartment in the cupboards under the sink.  It opened up into space underneath their tub.  When I took out the screws and opened up this door, I noticed cricket droppings all over the inside of this space.  I treated the inside of the space with delta dust and Cy-kick.  I also looked on the outside of the house where the bathroom wall is.  I saw more cricket droppings in the rocks underneath the J rails.  I pulled out some  hose and started spraying around that area, flooding out tons of crickets.  They were literally hopping all over the place.  This was definitely the spot where the crickets wanted to make their home.  The customer was very appreciated of the fact that I search out the source of the crickets.  Her problem was solved in one service and they were finally able to have a nice relaxing night of sleep.

Jameson Hunter

Phoenix branch