Shape better customer experiences with team input


September 4, 2019

Scarlett Nolen

Scarlett Nolen

In my previous blog post, I talked about how the continuing evolution of technology gives our industry a chance for improved customer interactions. One way Truly Nolen is adding to this evolution is by making sure we empower our service offices by listening to our front-line employees who serve customers directly.

We understand our customers’ needs because as pest management professionals we actually visit people in their homes, making for a more intimate customer service experience. Because our industry has this unique customer service advantage and often feel like family to our customers, we should be open to incorporating feedback from our front-line teams when it comes to improving processes rather than making those decisions in an executive bubble.

In order to gain front-line insight, our company recently completed a comprehensive survey with all of our Customer Service Representatives asking them about the customer experience and ways they believe it could be improved. We are taking the data from this survey and aim to incorporate changes that make sense. I believe our front-line employees are the ones who have a pulse on the day-to-day interactions with customers and are essential to engineering an exceptional customer experience.

When you empower your service offices to help formulate strategy, you help strengthen your core beliefs and your culture. In addition, it will show you take their input seriously and are not arbitrarily scrapping something that has been working in exchange for a new program a corporate team wants to roll out without any empirical evidence.

In this regard, I am proud to say my father, Truly David Nolen, was ahead of his time. Along with a company-wide open-door policy, he gave out his home phone number to anyone who asked for it. Additionally, so many of our company ideas from the mouse car to certain products we use came as a result of suggestions from front-line employees. Therefore, companies gain a strategic advantage when they give front-line employees a voice at the executive table.


Truly Nolen’s Mouse Limo Driver Marty Phipps ready to enter the Amway Center floor at the 2019 Mascot Games. PHOTO: TRULY NOLEN

Scarlett Nolen was promoted to president of Truly Nolen of America on March 1. Nolen has worked for the company since 2012 in multiple roles. Most recently, Nolen was the district manager for the “Growth District,” a district of new service offices throughout Florida, Texas, New Mexico, Arizona and California. Prior to joining the company, Nolen graduated Summa Cum Laude from the University of South Carolina with a Bachelor’s Degree in Experimental Psychology and Summa Cum Laude from the University of Central Florida with a Master’s Degree in Marriage and Family Therapy.


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