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The game-changing ABCs of service you NEED to know!
The pest control industry is highly competitive, and businesses need to differentiate themselves from their competitors to succeed. One way to do that is by offering excellent customer service. In this podcast, Franklin Hernandez, aka The Pestgeek, shares his ABCs of service, which stand for Always Be Caring. He believes that being a caring person is more important than being a salesperson. Hernandez offers three foolproof keys to providing excellent customer service: care about what’s important to your customers, believe in your product or service, and have pride in your workmanship.
Chapter 1: Always Be Caring
According to Hernandez, people don’t care how much you know; they only know how much you care. When you care about what’s important to your customers, such as their family, pets, or property, they will listen to you and respect you. Hernandez advises pest control technicians to be trusted experts rather than salespeople. When customers feel that their concerns have been heard and understood, they are more likely to be satisfied with the service they receive.
Chapter 2: Believe in Your Product or Service
Selling comes down to one simple thing: believing in yourself, your product, your service, your training, your support, and your brand. If you believe in what you’re selling, you will feel comfortable selling it to your clients because you will project confidence. Hernandez points out that having pride in your workmanship is crucial to projecting confidence. Technicians who take pride in their work and have the latest equipment feel comfortable and confident in their work, which translates to a better customer experience.
Chapter 3: Have Pride in Your Workmanship
Hernandez emphasizes that all the training should not go into the sales force only. The technical force should receive adequate training to provide quality service to customers. Technicians should be equipped with the latest gear and given the best training possible. Hernandez believes that when companies invest in their technicians’ training and equipment, they instill pride in workmanship. Technicians who are proud of their work and have the latest equipment feel more confident in their ability to provide excellent service to their customers.
Chapter 4: The Importance of Caring
Hernandez notes that many pest control businesses focus too much on making sales and not enough on providing excellent customer service. He believes that when businesses prioritize caring for their customers, they will be more successful. Customers want to feel important and cared for, and when they do, they are more likely to become repeat customers and recommend the business to others. Hernandez advises businesses to train their technicians to be caring, even if they are introverted, as caring is a quality that customers appreciate.
Chapter 5: The Pitfalls of Not Believing in Your Product or Service
Hernandez warns that if you’re not excited about your company, product, or service, you should quit and do something else. If you don’t believe in what you’re selling, you won’t be able to convince others to buy it. Hernandez emphasizes the importance of believing in your brand, as that confidence translates to the customer experience. When you believe in what you’re selling, you will feel confident in your ability to provide quality service to your customers.
Chapter 6: The Benefits of Pride in Workmanship
When technicians take pride in their workmanship, they provide better service to customers. Hernandez believes that pride in workmanship instills confidence and leads to a better customer experience. Customers can tell when a technician takes pride in their work, and that translates to customer satisfaction. Hernandez advises businesses to invest in their technicians’ training and equipment to instill pride in workmanship. When technicians have the latest equipment and feel confident in their skills, they are better equipped to diagnose and solve complex problems, leading to improved efficiency and productivity in their work.
Final Thoughts
The key to excellent customer service is to serve with passion and purpose. This means going above and beyond to provide the best service possible, not just because it’s your job, but because you genuinely care about helping your customers.
When you serve with passion and purpose, you take pride in your work and strive to continuously improve. You actively seek out opportunities to learn and grow, and you are always looking for ways to better serve your customers.
By serving with passion and purpose, you create a culture of excellence that permeates every aspect of your business. Your customers will notice and appreciate the extra effort you put in, and they will reward you with their loyalty and referrals.
So, always remember to serve with passion and purpose, and you will be sure to provide excellent customer service that keeps your customers coming back for more.
The challenge
If you want to provide excellent customer service and grow your pest control business, start by implementing the ABCs of service: Always be caring, Believe in yourself and your product, and Serve with passion and purpose. Take the time to train your technicians on these principles, and create a culture of excellence that permeates your entire business. When you do, you’ll be sure to provide exceptional service that sets you apart from the competition and keeps your customers coming back for more. So, what are you waiting for? Start implementing the ABCs of service today and watch your business thrive!
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