Initial Service

Goal to make the customer feel really comfortable and then communicate to the point where they feel they get a bunch of extra stuff

• Park truck so customer can see the truck (by the mailbox)
• *Ring door bell
• Hi "first name". My name is John. I'm with Kapture Pest Control. How are you? I spoke to Zach in our office who let me know you're having an ant issue. I want you to know that i'm here to take care of that as well as your preventative service today. Is it ok if i come in? (asking permission and taking control – important!)
• *Put booties on and walk inside.
• Stop and start describing our service.
• so "first_name". Today i'm going to take a look at that ant issue. I'll look for what the source of the issue is and i'll take care of that for you. After that i'll do my exterior inspection and treatment.
• The good news "first_name" is you don't have to follow me around if you don't want to, but you're more than welcome to if you have any questions. (important) But i got you covered. Just so you know i'll also knock down any spider webs on the exterior. Once i'm done i'll come knock the door and report you my findings.
• Does that sound good "first_name"? (Getting agreement – important!)
• *Complete service
• Hi "first_name" i wanted to let you know i completed my service. The good news is i didn't find anything unusual. (This provide peace of mind which is a tangible result when it comes to pest control service) The ant service i took care of it will be totally fine. Just so you know i used gel. You don't want to kill any of them so they have time to bring that gel back to the colony. You might see a few more over the next few days, but in 2 weeks they should all be gone. like i said i also removed the spider webs. i'm also emailing you the service ticket that has all this information in written form for you.
• Your total for today is $190.86. Would you like to use a Visa or MasterCard? (note: we want to nudge them towards using a credit card)
  • If they already have a card on file, confirm that's how they will be paying: "Your total for today is $190.86. I have your card ending in 1234 on file. Do you want me to go ahead and charge that card?"
• All set. You'll get an email with your invoice shortly. You'll also get an email from the office with the date and time for your follow up service.
• Thank you and have a great day.

Service Call / Follow up / Reservice

• Hi "first_name". I'm John with Kapture Pest Control. I spoke to Zach in our office who let me know you're having an ant issue. Would it be ok if i came in? (asking permission / taking control)
• *Put booties on go inside.
• If it's ok please show me where ant issue is and i'll figure out what's causing it and i will take care of it for you. "first_name" there's no need to follow me around. Just show me where the ant issue is and if you have other things to do please feel free to take care of it. Just so you know i'll also do a quick inspection to make sure there's nothing else going on in your house to prevent you from having to call us again. Is that ok "first_name"?
• ok "first_name" please show me where the ants are.
• finish up.
• "first_name" i took care of the ants for you. Since i'm here i'm also going to take a look on the outside as well.  I'll also take care of any spiders and spider webs while i'm here.  Do you need anything else from me at this point? Ok great. Once done I'll finish up and move to my next appointment.
• *no need to go back and knock this time.

Regular Quarterly Service

• Park truck so customer can see the truck (by the mailbox)
• *Ring door bell
• Customer doesn't open door
• *Ring door bell again
• Still no open
• *Perform service. Finish up service
• *Knock door 3^rd time
• Customer answers
• Hi "first_name". You're back. I knocked on the door when I got here. I just wanted to let you know I finished up all of my services for today. I took care of the perimeter. I took down the spider webs. Everything looks great. We'll be back in about 3 months to take care of your house.
• Were there any issues or do you have any questions for me?
• Customer: "yes we're having ants inside."
•  No problem. Is it ok if I come inside?
• *Put booties on go inside.
• If it's ok please show me where ant issue is and i'll figure out what's causing it and i will take care of it for you. The good news "first_name" there's no need to follow me around. Just show me where the ant issue is and if you have other things to do please feel free to take care of it. Just so you know i'll also do a quick inspection to make sure there's nothing else going on in your house to prevent you from having to call us again. Is that ok "first_name"?

How to ask for Review

• Hi "first_name". You probably know that reviews are really important for us. Would it be ok if I send you a link so you can leave a review online about how happy you are with our service?
• Text review link
• Are you able to pull it up on your phone?

How to pass out Referral Flyer

• "first_name", I really want to grow my route. If you like the work I do, I would greatly appreciate if you could refer me to some of your friends, family or neighbors. It's really easy. You can just write it on the flyer or you can scan the qr code and do it online. Thank you so much.

Quarterly Service Where You'Re Not The Regular Technician

• Hi "first_name". I'm John with Kapture Pest Control. I'm here to perform your regular quarterly service. Your regular technician, Jim, is unavailable today, but I spoke to him and know exactly what to do.
• If there's anything else you want me to know please go ahead.
• "first_name" there's no need to follow me around. I'll go ahead and take care of your quarterly service.

Termite Inspection

During our quarterly service we are going to explain to the client that their program offers free termite inspections during the spring "It shouldn't take more than 5 minutes. Does that work?"

This will get us inside to start our inspection.

If You Find Termites

We go to the customer and ask to show them "I'd like to show you what I found. I think seeing it will give you a better understanding of what's going on. Do you have a couple minutes?"

As you show them, explain with confidence "Do not worry. We take care of issues like this all the time. We can get this resolved effectively."

"I will have my office reach out. They can go over the treatment and any other information that you may need. When is the best time for the office to reach out?"

Get it in as a lead so we can go and take care of the issue as quickly as possible.

If You Don't Find Termites

Look for conducive conditions that could attract termites.

Then we go upstairs and let them know that we did not find live activity. Tell them "I am going to go outside and complete our service. I am also going to inspect for activity outside and other conducive conditions."

1) Look for wood to earth contact:

• Move wood along tree lines to check underneath
• Check under wood that is on the ground incl. firewood etc…
• A deck built on the ground not on concrete footing
• A shed on the ground, but not on a slab or up on stone
• Rotting fence posts
• Old stumps around home

2) Then look at their gutters see if the leads push the water away from the home properly or are they dumping water right next to a house.

Are the gutters clogged and is water dumping against the home. Think there isn't enough rain? A one-inch rain will collect 600 gallons from a 1,000 square foot roof, while 4,500 square foot lot will receive 2,800 gallons! Now imagine when we get heavy rains.

This will saturate the ground around a home causing constant moisture.

3) Look for moss or dents in the soil from the rain. This is a major conducive condition.

4) Another condition or recommendation we should always be making is when siding or insulation is at ground level. When the foundation is not exposed there is an easy way for termites to enter the home undetected. Easy work for a termite.

If We Find Conducive Conditions

Go back to the customer after the service and let them know that we did not find activity but what we did find is x,y,z. these factors can attract termites and give them a reason to want to be around the home. But not to worry what we can do is set up a preventative program to protect the home. And if it is ok with them the office can reach out and go over the details and other information that you may need.

Other Termite Info

A high percentage of the homes we service have conducive conditions. About 20% of the homes in our service area have current or past termite activity.

If we just take the extra 5 minutes to take a look while we are at the home it will go a long way.

When people are on our protection plan they expect to be protected from all bugs including termites. Therefore, it's our job to bring these issues up to them so they have a chance to get the right program for their house i.e. full protection.