Be proactive to alleviate customer fears about indoor biting pests

Matt Remmen

Envu

Winter is when PMPs may see an increase in customer concerns about indoor biting pests, especially bed bugs. Even without confirmed infestations, these worries require a thoughtful and professional response to build trust and provide reassurance.

Be proactive so you can alleviate their fears by doing the following:

1. Plan ahead. Develop protocols for timely home visits with clear communication and efficient scheduling.
2. Define guidelines. Set expectations for charges, inspection processes and treatment plans if bed bugs are found.
3. Prepare customers. Provide a checklist or digital guide to help overwhelmed clients prepare for inspections and treatments.
4. Ensure transparency. Clearly explain treatment procedures, expected disruptions and post-treatment outcomes. Inform clients when to follow up, such as when they see dead bugs.
5. Conduct seasonal training. Prepare staff for other winter pest concerns as well, such as rodents, pests on firewood, and overwintering insects.