Customer service is the cornerstone of any business. If your customers aren’t happy, then you don’t have any customers. Your employees should be trained on the best ways to resolve all different types of complaints or problems your customers could have. And, your employees need to know how important that customer resolution really is. In the past, one unresolved complaint could go unnoticed and not have a large effect. Now, one unresolved complaint can turn into an online rant that can reach all of your customers and potential customers.

Customers Require Resolution

When customers have problems with your company, their shopping experience, their purchase, etc., they want a resolution to it. In fact, they expect a resolution. No matter what, a customer wants to be satisfied with your company, and they will usually give you a chance to make it up to them if they aren’t satisfied right away. Without a resolution to their problem, customers will be unhappy with your company, and you could very well lose them as a customer for good. If you want to hang onto customers, you need to be able to resolve their problems.

Image via CrunchBase

Dissatisfied Customers Will Vent

It’s extremely important to resolve customers’ problems because dissatisfied customers will want to vent. When people are unhappy with the products or services they purchase, they usually don’t keep quiet about it, especially if they tried to get a resolution from the company itself and weren’t pleased with the response. Many dissatisfied customers will vent to a friend, family member, or coworker, and this alone is enough to make you lose another customer. Now, dissatisfied customers can go a step further; they can vent online, where they can share their experience with everyone and get your attention to remind you how dissatisfied they are.

Negative Reviews Matter – A Lot

It’s no secret that negative reviews can make a huge difference in the success of a company. If a restaurant has a few bad reviews on Yelp, they could go out of business, and that’s not an exaggeration. When you resolve your customers’ problems, you can catch negative reviews before they even start. At the very least, if a customer still wants to complain online, they will hopefully include the fact that your company did do something to resolve the issue. People don’t want to give their business to companies that don’t do everything they can in the way of customer service. Mistakes or issues are forgivable, as long as you address them properly.

Make sure all of your employees – even those that don’t typically interact with customers or address their complaints – know proper ways to resolve customers’ complaints. Hold regular training sessions, and be sure to monitor and assess the way your employees handle complaints. The best way to prevent negative reviews from appearing online is to make sure there is nothing negative anyone can say about the way you treat your customers or handle your business.

Joshua Reynolds is an expert reviews tracker and avid blogger.  He is currently teaching others about proper online reviews management and customer service.

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Guest Post Published By Thomas Ballantyne

Image via CrunchBase

Everyone knows Facebook can be a powerful marketing tool. It allows you to connect with a broad audience, provides a venue to interact with customers, and can give your company a personal feel. However, to be effective, Facebook must be used correctly. There are a number of mistakes that some companies make that turn off potential customers.

1. Posting Too Often

Of course it is a good idea to post frequently. It keeps customers engaged and coming back for important information. However, there is also a point where it becomes too much. If you are posting five times a day, people are going to get annoyed and stop following you. Many people recommend no more than once a day.

2. Not Posting Enough

On the other hand, you don’t want to be completely silent on Facebook either. People need a reason to follow you. If you haven’t posted in weeks, people will think you are irrelevant or that there’s no reason to follow you. Be consistent.

3. Uncreative Content

People will only like your page if they think it has something valuable to offer. There are so many people on Facebook that you need something to set you apart from everyone else. Post creative content, even if it doesn’t seem to have a direct connection to the product or service your company sells.

4. Unresponsive to Fans

One of the best elements of Facebook is the opportunity to engage with fans of your page. If people ask questions or give compliments, they will be offended if you don’t respond. The more you engage customers the more they will be willing to purchase your services.

5. Arguing With Customers

While it is important to engage with customers, always keep it positive. Never get into arguments about a product, even if a person is wrong. There are people that will intentionally try to get a negative reaction out of you. Simply apologize when people complain and stay out of fights.

6. Posting the Same Topic Over and Over

People need variety. If you just post about the same thing every time, people will get bored and stop following you. Try to add variety to your posts. Not everything has to be directly about the product you sell. Try to engage customers in interesting conversations about a wide variety of topics.

7. Not Having a Plan

You simply will not be successful if you don’t start out with a strategy. This is essential for any type of marketing campaign. Understand what type of audience you want to target and how you will reach them.

8. Focusing Too Much on Numbers

Some companies feel that the ultimate goal of a Facebook page is to get as many followers as possible. This isn’t necessarily true. A greater focus should be based on the actual content of the page and how it is impacting viewers.

9. Ignoring the Analytics Feature

Some people don’t look at or don’t even realize Facebook gives you analytics about your page. Looking at these stats will tell you how many people are viewing your page and what types of posts are working.

10. Not Having a Cover Photo

This is free advertising space. Facebook is frequently coming out with new profile features, so pay attention to them. Pictures are the first thing people will pay attention to. Keep them updated and visually appealing.

About the Author: Lindsey Patterson is a freelance writer who specializes in the latest social and technology trends, specifically involving the use of social media. She is currently a consultant for Vivint. Follow them on Twitter here.

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Guest Post Published By Thomas Ballantyne

The Sky’s the Limit (Photo credit: w4nd3rl0st (InspiredinDesMoines))

Being able to bring in business is great, but keeping a customer loyal is even better. It has been proven time and time again that it takes less effort and money to keep a current customer satisfied than it does to bring in new business. There should be no question that repeat business is absolutely essential for success.

Here are some best practices for generating repeat business:

Superior Customer Service

This first bit of advice may seem too obvious to mention, but it is crucial. You can’t just have good customer service; you need to have superior customer service. Your business has to stand out above every other competitor in the market place. Competition is fierce thanks to the internet, so you have to react immediately to questions and concerns, connect with customers on a person level, and make them appreciate the little extras you do to demonstrate how important they are to you.

Stay In Touch With Clients

Just because a project is complete, that doesn’t mean you should not remain in touch with the client. Start by checking in on them to see how their business is doing and then follow up a little while afterwards to see if they need anything. Be sincere and spend more time listening, than talking. It is not an active sales call, it is just checking in to ensure they are still satisfied with your product or services.

Little Extra Touches

I mentioned the importance of little special touches in the first point, but ensuring repeat business means taking this step further. The superior customer service needs to continue beyond the sale itself. It could be something as simple as thanking them for their business after every sale or acknowledging their birthday by sending them a special offer in honor of their special day.

Keep Them Informed 

Existing customers should be the first ones you contact when you need to market new products and services. They have already trusted in your services once and if it was done right the first time, they will be likely to buy a new product or service with less convincing. This also helps reinforce the practice of staying in touch with past customers.

Watch Your Competitors Closely

Don’t kid yourself. Your competition is working hard to steal your customers out from under you. It is important that you pay attention to the marketing efforts of your competition, as well as any deals or incentives they are offering your customers. Double check your prices and services against what else is available on the market, so your business stays competitive.

Keeping customers happy takes superior customer service, constant contact, little extra touches, as well as keeping them informed of new offers and products. Pay attention to what your competitors are doing to entice your customers to switch and stay ahead of the game. Repeat business is the easiest business to retain, but it won’t happen without effort on your part.

The article is posted by Gerwyn Wallto. You can find more articles on a Web Billing Software website.

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Thomas Ballantyne

Inventory-Control-Q-IC da (Photo credit: Wikipedia)

Four Points of Inventory Control

Do you operate a business where products must be stored and distributed in multiple locations? If so, then you are aware of how important it is to keep an updated inventory control system. Several factors function within this system, wherein each transition and distribution point must be supervised and documented. Keeping management connected with each division of the company is key. Here are four points to discuss at your next managerial meeting, to help tighten inventory data and maximize efficiency.

• Product Analysis: A crucial part of strong inventory management is a thorough knowledge and documentation of the services and goods at hand. Make sure that each division of the company knows how to evaluate and input product information into your system so that information remains current. If you are operating a small business, you may overlook smaller details related to product data. This can be easily remedied. Small business must keep records of product data, even if the information does not seem to directly affect sales. The statistics of your business will increase your knowledge about sales trends and enlighten you about possible overhead that may have an impact on your budget.
• Site Representation: If your products are traveling to multiple locations or distributed among warehouses and store sites, it is essential to keep close contact with personnel at these locations. This may seem like an obvious point to address, but many key players are easily overlooked. Communication with those in control of the items that create your business should be frequent. On a basic level, your factory, showroom and warehouse
  representatives handle your materials, which you rely upon for business growth.
• System Cohesion: All positions of management should be familiar with your inventory control providers and be able to navigate within the system with ease. A firm command of data entry protocol is necessary. In addition to this, management must have the ability to translate a body of information, including thorough product evaluation, into the data system. This way, all areas of the company will be abreast of new developments and all progress. Making data cohesive throughout your organization will serve to eliminate many financial errors.
• Employee Training: Some inventory companies provide on-site employee training for businesses with fast-growing product and client bases. Inventory system companies can bring each element of your business together to function as a better whole. The most successful businesses put an emphasis on the importance of each employee being familiar with the system. This means understanding each person’s tasks within the system, but more importantly, the system as a whole. The team of people that comprises your business is only as intelligent as the most ignorant individual. Make inventory knowledge and management a priority.

Gabriella only writes about topics that interest her and one of those happens to be moving. If you would like more info regarding inventory system companies, please visit http://www.unigrouplogistics.com/

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Pest Control Operator Q & A- Raising Prices

One of the most difficult challenges pest control operators face is meeting overhead. As labor costs, cost of pesticides, gas prices, and property taxes all increase; some pest control companies are left facing the inevitable… Raising prices to meet overhead, or closing the doors forever.

Question:

How do I tell my existing customers that I am raising my prices?

Answer:

The notion of raising prices strikes fear in pest control operators; and for good reason. Nothing will send your customers to the nearest competitor faster than raising prices. There’s a lot at stake when you decide.

Surviving a price increase means getting it right. You need to keep up the number of sales, avoid a customer exodus, and use your price increase to maintain the required margins.

There are a few pointers other pest control operators have used to help ease this price transition and avoid a mass customer exodus.

Find The Right Time

When you raise your prices, pick a time that will offer the least customer resistance. Your pest control business’s seasonality, growth stage and sales cycle all affect your choice. It’s best to raise prices when times are good rather then when they are bad. When gas hits $5.00 per gallon, everyone pays it. Raising prices when times are lean communicates to your customers that you are just passing the buck on to them.

Offer Customers A Price That Will Sustain Your Company Long-Term

Deciding on how much you should change your prices is very challenging. There are two theories out there: one large price increase, or several small ones over time and hope they go unnoticed. I find the latter strategy, “death by 1000 cuts.”

Set a price that you can sustain your pest control business for as long as possible. Customers can better deal with a price increase if they know the new price will hold steady for a while. You can even offer contracts that can lock in the new rate for a long time, so customers can rest assure the price won’t go up again in the near future.

Be Honest With Your Customers

If you have decided that conditions are such that you need to raise prices, be completely honest with your customers. Explain to them that raising prices isn’t for purposes of gouging them for bigger profits. Explain to them it’s a matter of survival. Many customers understand that your prices have to go up if you want to stay in business.

Brain science suggests that we tend to be more agreeable when there’s a reason for change. Have a reason and share it. Feel badly about raising your price? Share that too. Make sure your common sense explanation is short, straightforward, and consistent.

Changing Value By Emphasizing New Or Added Benefits

Price is supported by the value the customer perceives in the product and service in which the price is attached. Basically, your customers need some additional value of your product s or service if you are going to raise your prices. Focus on the benefits of your unique pest control method, a new and different product, or your company’s unmatched service.

Add An Incentive

Have you ever heard of the saying, “A spoonful of sugar helps the medicine go down?”
A small gift or gift card, a one time discount, or and extra free pest service can help ease this transition with customers.

Listen To Your Technicians

The pest control technicians are your front-line people. Make sure they are all on the same page with the company and that they’re all offering the same truthful explanation to the price increase.

Technicians have more face-to-face interaction with the customer then you ever will, so get some feedback from them. What are your customers saying about the price increase?

Raising Prices

Unfortunately, raising prices are a necessity for many businesses; and not just in the pest control industry. Make sure you absolutely need to raise prices before you do, and expect that you will not retain all of your customers during this transition. With a well thought out plan, you can continue to help your customers live pest free lives, and still stay in business.

Please comment below with your experiences. If you have any other pest control questions, just ask.

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Anthony Ball

10 Things Pest Control Operators Are Thankful For This Thanksgiving

1. Customers. First and foremost, pest control operators are grateful for our customers. They are the reason we get up in the morning. Whether we’ve been servicing their homes for years, or just happened to help out during a one time pest emergency, we are thankful for each and every one of our customers.

2. Hardworking Employees and Technicians. Whether our pest control company is large or small, our employees and technicians are it’s backbone. The best employees have a positive attitude, are organized, and are self motivators. They can make or break our business.

For the 10 qualities of outstanding pest control employees, click here.

3. Gas Prices Dropping. Depending on where you are operating your pest control business, gas prices have dropped significantly; as much as 50 cents a gallon since the end of summer. Gasoline is now averaging $3.41 a gallon nationwide. While filling our service trucks isn’t cheap, even small drops in gas prices are significant.

4. Pest Control Research and Investments. As pest control operators, we understand that the pests we treat on a daily basis are constantly evolving. They are becoming more and more resistant to our treatment plans and immune to our pesticides. Continued research in the field is needed so the world’s pest control operators can stay one step ahead of the pests.

PCO’s are thankful for this $1 million commitment to pest control.

5. Power Sprayers. Gone are the inefficient days (and sore arms) of using the pump can to service a property; and are we ever grateful!

For the top 5 steps to avoid sprayer hose problems, click here.

6. Break From The Long Hot Summer. The summer of 2012 brought us record heat. Not only were we out in the heat servicing properties, this long hot summer also allowed the bugs we treat to have multiple breeding styles. According to this article, these conditions hurt American farmers and have increased food prices. 

7. Technology Advancements. The innovation of smartphones and other technologies is enabling pest control operators to work more efficiently; making our lives easier and helping our industry go green. Read about Bulwark’s efforts here. 

8. Equipment Repair Kits. There is nothing more frustrating than being on a service call and have a piece of equipment breakdown. Equipment emergency repair kits allow us to make timely repairs while on the job, this saving our bacon!

For the top 10 pest control equipment productivity tips, click here.

9. Pest Control Software. Finding the pest control software that is right for you makes all the difference. When you find the right fit, it enables PCO’s to email customers, route, schedule, invoice, and manage accounts. What a blessing!

For tips on navigating the pest control software maze, complete with reviews, click here.

10. Customer’s Expression of Gratitude. When a customer leaves you a positive review and congratulates you on a job well done, it makes you feel good. After all, that’s why we’re in business… to serve our customers.

Happy Thanksgiving!

All of us here at Bulwark Pest Control would like to wish everyone a Happy Thanksgiving. This Thanksgiving, make sure you take a moment and reflect on the many things you have been blessed with. Spend a lot of time with family and close friends, eat way too much food, and watch a lot of football.

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Common Pest Control Marketing Mistakes

It’s no secret that the pest control industry is cutthroat. With so many competitors out there, industry success often comes down to marketing. My strategic management instructor constantly drilled that specific concept to the class. Without product or service differentiation, business success always comes down to marketing. I can still hear his voice, “Marketing, Marketing, MARKETING!” After all, pest control, is pest control, is pest control… At least in the eyes of our customers.

With a pest control company’s success often coming down to effective marketing strategies, it’s critical that mistakes are avoided. Here are the three biggest marketing mistakes pest control companies make:

1. Having No Concept of Your Target Customer.

Most of us pest control operators know our businesses up and down. We know what chemicals work best on each and every pest we treat. We know that our customers want pests out of their homes and away from their families. What we are not always clear on is who our ideal customers are.

Example: You’re sending out a coupon mailer about cockroach control, but to a zip code that is comprised mainly of apartment complexes. The problem? Apartment renters are not your ideal customers for cockroach control. Cockroach control is generally left up to a landlord, and those receiving your mailer just don’t sign pest control service agreements. Many pest control professionals don’t identify their target market because they believe their methods and products are the best, and they simply sell themselves.

Bottom line: If you are marketing to someone who is not your ideal customer, they will have no interest in what you’re selling. You don’t want to market your pest control services at a PETA rally.

2. Not Listening to Your Target Customer’s Needs.

Even if a pest control operator spends the time and money identifying their target demographic through market research, many don’t listen to what those ideal customers really want. This actually happens quite frequently when a pest control company has too many add-on services.

Example: The target market for pest control in Texas is a customer in need of bee control. If a customer is looking for help with their bee problem, and you begin to tell them about all the other services you have through sales and advertising (i.e. bedbug prevention, lawn and pool care, etc.), then you have sidetracked their thought process. Instead of listening to your customer’s primary need of bee control, you have created what is known as cognitive dissonance. Cognitive dissonance occurs when the brain receives two or more conflicting signals. When this happens, the brain shuts down and you have likely lost a customer.

Bottom line: Focus your marketing efforts primarily on one specific customer need. Show customers the benefits of a pest control service agreement, and how it will alleviate their pain, their fears, and their pest problems. Once you get your foot in the door, offer other services.

3. Having an Insignificant Value Proposition.

A value proposition is a pest control operator’s promise of the worth to the customer. A customer must believe that the value of your service, and the products you use, will actually work. Simply stated, customers must believe you can effectively solve their pest problem. It’s best to keep your value proposition short and to the point.

Example: On the side of your pest control truck you have the name of your company, “Tony’s Pest Control” in big, bold, vibrant lettering. Your customers really don’t care all that much about the name of your company. They really want to know what your value proposition is, or what you can do for them. When a potential customer sees your pest control truck, or gets an advertisement in the mail, always make your value proposition with a guarantee the main headline. Make your company name or logo a little smaller on any advertisement, and ensure it’s not the main attraction.

Bottom line: If a customer wants what you are selling, then they will make an effort to find out the name of the company selling it. Remember, a customer wants to know what you can do for them first and foremost.

Improve Your Marketing

By identifying your target customer, listening to their needs, and delivering a significant value proposition, you will avoid costly marketing mistakes made some pest control operators and will be more successful by increasing your sales and growing your business.

Source: inc.com and ezinearticles.com
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Written by Anthony Ball

The Culture of the Negotiated Pest Control Transactions

Here’s a great blog for us pest control operators that explores the art of negotiating prices among different cultures, and how American’s are catching on. There’s a great take home lesson at the end on setting prices while still being able to negotiate with potential and existing customers. Check out:

http://heartspm.wordpress.com/2012/08/27/culture-of-negotiated-pest-control-price/

Tips on Hiring Pest Control Services

This article provides an interesting consumer perspective on exactly what our customers want in a pest control service. As pest control operators, we can look to model ourselves, and our customer service, according to these guidelines.

http://www.linksparadise.com/?p=20782

August Means Hungry Yellow Jackets

Heritage Pest Control of New Jersey reminds us all that August is Yellow Jacket season. These aggressive wasps have been busy the previous summer months building their paper-like nests on the ground, and now they’re on the lookout for food. For a few tips on dealing with Yellow Jackets:

http://www.heritagepestcontrolnj.com/blog/2012/08/27/august-means-hungry-yellow-jackets/

Borax/Boric Acid for Pest Control

Many of our possible customers are still turning to the toxic Borax/Boric Acid to help eliminate unwanted pests. If someone comes in contact with the powder it can cause health problems like nausea, vomiting, and throat swelling. Many consumers turn to the Borax method because they are uneducated about many of our industry’s safe, all-natural, or organic pest control methods.

http://www.momprepares.com/2012/08/27/borax-vs-boric-acid-for-pest-control-safe-and-effective/

Africanized Bees on Attack in Arizona!

Our friends at Pest Control Mesa, AZ bring us a frightening incident about a grandmother being attacked by Africanized “Killer” Bees. The women’s 4-year-old granddaughter witnessed the attack, and likely saved her life.

http://pestcontrolmesaaz.com/africanized-bees-on-attack-in-arizona/

Fall Season Pest Control

As the weather starts to cool this fall, pests of all kinds will be making their way into our homes in search of food and the warmer air. For some helpful how-to’s on keeping these pests out of your home this fall:

http://aaapestcontrolmyrtlebeach.com/541/fall-season-pest-control/

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Pest control mingles with many industries. In the restaurant and food industry, pest control is often part of the health code and food inspection process. More recently, the Hotel and vacation industry is being hammered by bed bugs and a pest control plan to prevent and reassure customers is vital. Pest control companies will do better in their service and their outreach if they understand and meet these needs. Branching out a little bit more, pest management experts can become specialized in niche industry needs. Electronic Manufacturing have their own unique need for pest control.

Image by xcode via Flickr

The Electronic Contract Manufacturing Facility

An important, but often overlooked, part of any ISO certified electronic contract manufacturing facility is a well documented pest control policy. An organization that has pest control policies in place shows it’s customers that they are prepared to address any issues that may come about. It also displays a well thought out approach to maintaining the quality and cleanliness of the facility in which products are built.

Facilities that have truck docs and visitors coming and going with easy access to it’s warehouse have to be aware of any situation in which an infestation could compromise the quality of their or their customers inventory. Not only can pests destroy inventory but delivering equipment covered in rat feces will damage reputation. If you don’t think bugs infest manufacturing plants then you may want to look at the Mazda Spider Recall.

Some of the many benefits of having pest control procedures in the ISO quality manual can be:

• Increased employee awareness
• Faster response to emergency situations
• Ensures quality of products and inventory
• Overall cleanliness and more effective facility maintenance
• Cut costs
• Improved customer confidence and loyalty

Having documented procedures for pest control policies also ensures that continuous improvements can be made to deficiencies in the system as they arise.

A continued commitment to quality for any ISO certified electronic manufacturer should include a documented pest control policy.

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