5. FOLLOW-UP

When a service ends, it’s just beginning.

Leaving the service only half completed is a common problem. The service should not stop when all the pests are dead or when you leave the account. Pest management is a process that requires careful and on-going documentation of findings, recommendations, actions and communications. Proper documentation protects the PMP from liability, provides internal communication, acts as a quality assurance mechanism for the technician and his supervisor and can be used to express value to the customer. Documentation also provides structure for delivering a customer’s special need or request. If a follow-up phone call, an extra service appointment or anything else was promised, ensure that it happens. Nothing builds a customer relationship better than delivering what you’ve promised. Follow-up can also be looked at as action taken to integrate past services with present or future actions. It shows customers that you care and you are aware of the pest management process in place which gives them a sense of value for continued pest management service.