How to make your clients noteworthy

Doug Foster

According to Chinese philosophers, “The palest ink is better than the best memory.”

This shared secret from years ago is still relevant today, if not more so. One of the biggest challenges in pest control (or any customer service business) today is communication. It’s ironic that we have more forms of communication today at our fingertips, yet we still don’t use them effectively, or at all.

From the first phone call to your office and the information that subsequently is passed to your sales team and/or technician, clear and concise written notes are important for getting the work done right. I would argue that these notes are just as important as the products we use in the field.

Whether you prefer a tablet, clipboard or an old-school notebook, taking notes when talking with clients shows them that what they are saying is important. It also shows them that you are listening and paying attention, which leads you to ask better questions. Many potential customers seem surprised when I pull out my 3 x 5 notebook and start jotting down notes.

By the time you get back to the office at the end of the day, can you remember all the spots where you found termite shelter tubes, cockroaches in a restaurant, or the building manager’s name? Speaking from experience, as your company grows — or as you grow older — the importance of good note taking will become more evident. It also will make you look more professional in the eyes of your clients, creating value that in turn leads to charging higher prices.

But don’t take my word for it. Try this “ancient Chinese secret” for yourself.