During his keynote at our PMP Growth Summit Jan. 31-Feb. 2, 2017, columnist Pete Schopen recalled the story of how he saved a four-star online review from being two stars. He was training a tech, and they were called to a bald-faced hornet account at a condo. They greeted the customer, and then realized the hornet nest was directly above the front door. On his doorstep, the duo asked the customer for the check up front.
That evening, Schopen noted a two-star review online — his first lower than three, ever. The comment with it was “They only seemed to care about the money.” He immediately called the customer, explaining why they wanted the money first: They didn’t want him opening the door again so soon after treatment, fearing angry straggler hornets might be hanging around. After the call, the man understood. He upped his review to four stars.
Protecting customers is an automatic for pest management professionals. Nowhere is that more evident than in vertebrate control. Our annual Bird Management Guide not only shares the stories of two exceptional bird management professionals, but also how you can allay the fears (and minimize the risk) of customers regarding avian flu.
I hope each of you takes pride in knowing that the work you are doing every day honestly does make the world a better place.
Editor Heather Gooch can be reached at email@example.com or 330-321-9754.