How to communicate with customers about COVID-19


March 18, 2020



The National Pest Management Association (NPMA) has released resources for pest management professionals to utilize for business and customer communications as the coronavirus (COVID-19) continues to spread.

The NPMA said in a statement that its team is working with the local, state and federal governments to understand areas where pest management professionals (PMPs) can serve the public and to better understand what is classified as an essential service. The NPMA firmly believes that structural pest control is an essential industry that must continue to provide the valuable services the industry offers during this pandemic. PMPs who wish to support the NPMA’s stance can customize a letter to share with local municipalities. The letter is also being shared with the Centers for Disease Control, Homeland Security, Governors, the Environmental Protection Agency, ASPCRO, AAPCO and The League of Cities.

“In uncertain times like these, we all need to work together and do what we can to protect public health, food and property while also keeping the best interests of our customers and employees top of mind,” the statement from the NPMA said.

Richard Alexander, president of Pest Express, Centennial Colo., posted in the NPMA’s Open Forum this week, stating, “The letter that was sent by [NPMA CEO] Dominique Stumpf has worked to keep a municipality on regular service. I highly recommend that you put it to use. Yesterday, the city put all services on ‘hold’ until further notice. This morning I sent a copy of Dominique’s letter and received a very quick response to continue our monthly services.”

The NPMA will be hosting a webinar on Friday, March 20, 11 a.m.-12:15 p.m. EST. The webinar is being offered in an effort to share the latest policy news, human resources considerations and regulations to watch for, communications resources and basic info on licensing for sanitation/disinfecting. It is available at no charge but space is limited to the first 5,000 registrants, however, it will also be recorded and posted on the soon-to-be-launched site Reserve your spot now.

PMPs serve the role as a protector of public health and property, according to the NPMA. The association has shared a templated letter to help PMPs better communicate with customers who may begin asking questions about service offerings or to communicate any changes or interruptions in operations.

The NPMA recommends assigning an employee the task of checking the CDC’s website regularly for updates and then sharing the information with fellow employees. The NPMA post also addresses such considerations as time off work for illness and payment during absences.

The NPMA member’s-only page on coronavirus information is now available to the entire industry. Here, users can find up-to-date information, preparedness documents for employers and commonly asked questions.

Read more COVID-19 coverage here:


About the Author

Photo courtesy of Danielle Pesta

Danielle Pesta is the senior digital media manager at North Coast Media, the parent company of PMP magazine. She can be reached at

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