Key takeaways
- Audit and refresh equipment: Do not leave unmaintained materials behind; they reflect poorly on your brand’s standards.
- Lead with communication: Establish trust by setting clear expectations and listening to the customer’s history with the previous provider.
- Start with a clean slate: Perform your own independent assessment rather than relying solely on the previous company’s reports.
Dan Baldwin, BCE
Hawx Pest Control“Dan Baldwin “When taking over, don’t create biases by relying on the previous company’s reports before performing your own assessment. While it’s important to learn from reports and customer information, start with a clean slate, then add the account history.””
Foster Brusca
The Pest Posse“Set clear expectations with the customer to build long-term trust. Communicate clearly, document everything and, as part of the sale close, provide the initial service schedule, including any follow-up service dates as needed. All of this will assure the customer that they chose the right company.”
Doug Foster
Burt’s Pest Control“Let your work and results speak for themselves. We also replace exterior stations, interior traps, insect light traps and other equipment with our own private-label equipment.”
Eric Scherzinger
Scherzinger Pest Control“Don’t bash the other company. If there are deficiencies, educate the customer on how you do things differently and what they can expect from your service.”
Michael Broder
BHB Pest Elimination“From the moment you begin service, either take over and maintain equipment and supplies left from the old provider or throw them away. Any unmaintained materials look as if you are not doing your job.”
Dr. Mohamed El Damir
Adams Pest Control“Begin with a detailed conversation where the customer can explain their concerns, the history of the infestation, and their experience with previous providers. Understanding their perspective sets the tone for a successful partnership.”
Dennis Jenkins
ABC Home and Commercial Services“Assume nothing. Inspect and design the program that follows your company’s protocols. Communication with the customer is critical: If the old company lost the account because of poor service or effectiveness, it would not make sense to just implement the same program and not communicate with the customer.”
Taking over an account is a multifaceted process that requires a balance of technical execution and relationship building. By removing the physical remnants of past failures, performing unbiased assessments and maintaining transparent communication, your team can turn a new client into a long-term partner.
About the Author
RJ is the digital media specialist for PMP magazine. He can be reached at rsimon@northcoastmedia.net or (216) 675-6001.
Leave A Comment