Good ways to build recurring revenue


February 28, 2022

Photo: SmileStudioAP/iStock / Getty Images Plus/Getty Images

Photo: SmileStudioAP/iStock / Getty Images Plus/Getty Images

We asked Pest Management Professional’s columnists and editorial advisory board members to share good ways to build recurring revenue. Here are some of the experts’ responses from our February 2022 print edition.

Please take a minute to answer our latest one-question poll on this topic and let us know how you promote disinfecting and sanitizing services: Reader poll: Good ways to build revenue.

PMP’s Editorial Advisory Board and Regular Contributors

Dan Baldwin

Dan Baldwin, BCE, CCFS, CP-FS

Dan Baldwin, BCE, CCFS, CP-FS: “Transition your business relationships from transactional to partnership, even in the residential market. Don’t think of your customer visits as ‘stops’; rather, they are opportunities to help provide a healthier, pest-free environment. Think about what your customers need, and then think about the services your company provides. It’s all about fulfilling our industry’s basic function: Protecting the customer’s environment.”

Greg Baumann: “Keeping customers is the easiest way: Provide the best service, and go beyond the competition to keep those customers.”

Judy Black, BCE: “Focus on educating your ‘one-time’ customers on your professional skills and knowledge of pest pressures in your area. This will enable you to focus them on the value of proactive inspections and possible proactive applications — meaning an ongoing service is needed.”

Dan Gordon, CPA: “It’s a mindset. Make sure all of your team buys into it and pitches it whenever the opportunity arises.”

Jerry Schappert

Jerry Schappert

Jerry Schappert, ACE: “Things as simple as remembering a birthday or anniversary will endear you to your customers. A card or even a discount for that month’s visit goes a long way.”

Pete Schopen: “Make sure the same tech goes to the home each time. Customers like seeing the same face for every visit, and will accept a regular maintenance program more readily if they know that ‘their guy’ is coming.”

Foster Brusca: “Embrace technology. This all starts with having a good customer relationship management (CRM) software program that can manage your customers’ services and invoicing correctly. Next, schedule price increases for all current customers who are paying the below-market rate for your services, and then schedule price increases at least every three to four years. After that, get as many customers as possible on auto-pay by credit card or electronic fund transfer (EFT). This will help eliminate long-term bad debt, and will provide a steady revenue stream.”

Dr. Faith Oi

Dr. Faith Oi

Doug Foster: “Convert existing one-time customers to a quarterly or three-season program. Our customers already know, like and trust us, so it’s relatively easy to do. We also offer discounts if we bundle services like termite, mosquito and general pest control.”

Dr. Faith Oi: “Respond to customer needs in a timely fashion, and build a reputation for problem-solving. We are not the regulatory agency in our state, but we help our PMPs navigate the exam and renewal system. I’m not 100 percent, but I try to respond to industry inquiries within 48 hours.”

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