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Tackle Termite Troubles
1 Nov, 2008 By: Phil Nichols Pest Management ProfessionalInspection and customer communication are key components to overcoming this liability-laden pest
Termites have plagued pest management professionals (PMPs) for years, and control can be difficult. Termite control is a demanding and long-term process that requires detailed, proper inspections and complete explanations to customers of their situations.
To offer the best service to their customers while also representing their company in the best light, PMPs have to perform proper inspections. They also must overcome the obstacle of customer apprehension about the termite-service agreement. In addition, lack of an up-front explanations of the agreement is likely to be followed by lost customers.
 Termite True and False |
Inspections
PMPs face tremendous obstacles every time they perform termite inspections, including (but not limited to) the thoroughness and quality of the initial investigations. Proper inspections ensure customers receive accurate analysis of their individual situations. This is an obstacle because some technicians are not properly trained, and others simply do not perform thorough inspections.
Proper termite inspections should be performed by someone in the firm who has a detailed knowledge of construction, termite biology, behavior and control. Although termite inspections only covers approximately 30 percent of a slab on grade construction, termites can be hidden in the ground and/or within the structures. You must perform a thorough inspection of the visible areas as well as locate any possible structural or landscape issues that could allow termite populations to thrive.
Structural and landscape issues may include earth-to-wood contact, allowing termites access to the structure, or an above-ground moisture sources that are conducive to termite survival. If alterations can be made to remove these issues, notify the customer of the problems and offer solutions to assist in the repair and rectification of the situations.
Treatment Proposals
Once thorough inspections have been performed, sit down with the customers and go over, step-by-step, the proposed treatment for their situation based upon the findings of the inspection. Often, PMPs don't fully explain the inspections, so the customers understand their specific termite situations.
Review each treatment with the customers. Explain what happens procedurally and why the treatment was selected for their situation. Also explain how you plan to treat the soil, use baits, apply physical barriers, treat the foundation or wood — or any combination of treatments — depending on the situational needs of the customers.
Specific information should include graphs or sketches of the structures. This ensures accurate pricing and also helps customers understand treatments and the conditions that are favorable to termites. Help the customers understand how the products work and what they can do to aid in maximum effectiveness of the treatment.
Service Agreements
Termite agreements vary by company, but they typically include an assortment of exclusions and may not have a repair or retreatment guarantee. This is the last (and most important) obstacle PMPs encounter when performing termite evaluations. Some PMPs breeze over the exclusions and details of the contract, leaving the customer with a false sense of coverage.
Although the decision of what is and is not covered under the company's termite contract is not the job of sales staff, it is their job to offer complete disclosure of exclusions and ensure the customer understands all aspects of the agreement, even those that are perceived as negative.
Guarantee Policies
All termite contracts have conditions, if present in or on the structure, where repairs or retreatments are not covered. It is common for PMPs to skip over the specific conditions of coverage, which can lead to issues ranging from customer confusion to possible legal action. Examples of these conditions include earth-to-wood contact, above-ground moisture sources, the presence of live termites and cracks in the slab.
Retreatment only: If your contract only offers retreatment, make sure the customers understand that additional treatment is offered if termites are found after the initial treatment and within the service-agreement period. It's during this time that you need to go over the fact that your pest management company is not obligated to repair or replace anything damaged by termites.
Retreatment and damage repair: If your contract includes retreatment and damage repair, explain to the customers that if termites are found after the initial treatment, any damage that occurred within the service agreement period is covered and that your pest management company will repair the damages or make necessary replacements. There is typically a maximum dollar amount associated with this repair. A major point that needs to be addressed with this type of contract is that the customers must follow certain guidelines to be eligible. These guidelines, or exceptions, must be clearly defined to the customers — both verbally and in writing.
No guarantee: If your pest management company has decided the structure is not eligible for a retreatment or a damage repair agreement, this must be clearly explained to the customers.
Customer Responsibilities
It's necessary to explain to the customers what obligations they are agreeing to fulfill by entering into a service agreement with your company. These could include the removal or special treatment of any earth-to-wood contact, ensuring there are no above-ground moisture issues or taking special care not to damage barrier treatment while landscaping. If you let the customers know about these and other situations that may cause exclusions in the agreement, you will have created both loyalty and trust with the customers and encouraged referrals.
As a PMP, you have an obligation to educate your customers about your company's written agreement for termite protection. When customers understand the conditions of coverage, there are no surprises if reinfestations or damage is found and is not covered by their agreement.
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