Training sets the tone for success with bed bug management

Bed bugs have been crawling onto suitcases, backpacks and shoes, and hiding in homes, hotels, buses and schools since their resurgence in the late 1990s.

Clients desperate to rid themselves of Cimex lectularius are wise to rely on professionals to eliminate the blood-sucking pests. However, not every pest control company offers bed bug management services. Pest Management Professional’s (PMP’s) 2025 Bed Bug Management survey shows many companies have no desire to learn alternate control methods, deal with distressed customers or risk bringing bed bugs into their own homes or vehicles.

Bed bug management helps build a solid reputation that is good for business. Providing this much-needed service sets a pest control company apart from the others, and thorough, patient and compassionate pest management professionals (PMPs) help build their company’s favorable reputation.

A revenue builder

“Bed bug treatments require precise knowledge of biology, behavior and control methods,” says Jade Curtis, supervisor, Guaranteed Bug Control, Longview, Texas. “Offering this service showcases your advanced pest management skills and can distinguish your company from competitors who avoid complex pests.”

Owners and managers of multi-unit facilities such as hotels, apartments, nursing homes and dormitories often are highly motivated to get bed bug infestations under control and avoid the damage the pests can do to their reputations.

“These facilities are often willing to pay a premium for proactive inspections and guaranteed treatments,” she points out.

Anthony Sorrentino, ACE, agrees that bed bug jobs are rarely cheap. “Because bed bugs are difficult to eliminate — and require multiple visits, specialized equipment and expert knowledge — they justify higher price points,” says the director of business development at Pest Pros of Michigan in Portage, Mich. “Properly marketed and executed, bed bug management services can become a solid revenue stream.”

Indeed, readers who answered PMP’s 2025 Bed Bug Management survey reveal bed bug management services help generate revenue, as 66 percent say they differentiate bed bug job pricing based on the severity of an infestation. Many pest control companies charge accordingly for the extra time needed to inspect and treat a structure where bed bugs are rampant.

Sorrentino advises the use of multiple treatment tools to ensure success. “Combine chemical with mechanical, such as vacuum or steam, with monitoring, as each tool helps overcome bed bug resistance or harborage challenges,” he says. “This is where the pros separate from the amateurs, especially in cluttered or high-turnover environments.”

Loyal customers

Bed bug customers tend to be loyal to the pest control company that eradicated their infestation and will rely on them for additional general pest control services. Pest control companies that restore peace of mind and return lives to normal often are rewarded with a business boost.

“Bed bugs freak people out. The client’s emotional urgency creates an opening to build trust quickly, offer immediate solutions, and often upsell follow-up services or monitoring tools,” Sorrentino says. “When handled correctly, it strengthens client loyalty and word-of-mouth referrals.”

Companies are adept at watching out for bed bug work, PMP’s 2025 Bed Bug Management survey shows, as 60 percent of those asked say they offer free bed bug inspections for current customers.

These complimentary inspections are a crucial first step toward customer support, says Sophia Rodriguez, CEO of Sophie’s Pest Solutions in Oakland, Calif.

“When people suspect an infestation, they’re often overwhelmed with uncertainty and anxiety. Many hesitate to take action because they are worried about the cost, unsure about the severity or embarrassed to ask for help,” she adds. “By offering a no-cost inspection, we remove that initial barrier and create a low-pressure, judgment-free opportunity for them to seek professional guidance.”

Rodriguez says the free inspections also help educate customers because technicians take the time to explain what they are looking for. They can reassure customers that bed bugs are common and not the result of poor hygiene.

“Once clients understand how we can help, most feel relieved and open to moving forward with a customized treatment plan,” she says. “Our goal is not just eradication, but also education and peace of mind — ensuring each client feels informed, supported and confident in their next steps.”

Inspections are crucial to verifying bed bug infestations. “Always confirm bed bug activity — live bugs, cast skins, fecal staining or eggs — before launching into treatment,” says Sorrentino. “This builds credibility, sets expectations and avoids treating phantom problems that can be costly and lead to liability.”

Skilled staff

A successful bed bug management program depends on a highly trained team.

“Without skilled, knowledgeable technicians, treatments are more likely to fail and lead to callbacks, frustrated customers and damage to your reputation,” Curtis says. “Bed bug control requires precise identification, inspection and treatment techniques that only well-trained professionals can deliver effectively.”

Stefan Stankovic agrees, adding that technicians need more than just technical training when working with customers who have bed bugs. “Well-trained technicians are competent, calm and credible to the customer,” says Stankovic, manager of My Pest Crew in Chicago, Ill. “That makes it easier to earn trust, answer tough questions and guide customers through a stressful situation without losing control of the conversation.”

A well-trained technician also can combat misinformation customers may believe about bed bugs, adds Stankovic. “We train our team to explain the basics of bed bug biology in a simple and factual way, without overwhelming people,” he explains. “When a technician speaks clearly and with authority, it naturally replaces internet myths and bad advice without turning the conversation into a debate.”

The key is training the entire team how to talk to customers with compassion. It’s crucial that technicians and customer service representatives demonstrate patience and kindness, especially when customers become upset upon learning they have a bed bug infestation. Assuring them you have the know-how to eradicate the infestation — with their help, of course — can help ease their fears.

It’s like a three-legged stool, Curtis says. “Education helps prevent reinfestation and builds trust, while compassion eases the emotional stress customers often feel. But without solid technical proficiency, even the best communication and empathy won’t solve the problem.”

Because Rodriguez understands the stress bed bugs may cause, she makes easing the emotional burden the company’s top priority. “From the very first phone call, we take the time to listen, educate and reassure clients, because fear and uncertainty often make the experience worse than the infestation itself,” she says. “We help clients understand that bed bugs are hitchhikers, not a reflection of cleanliness, and that they’re not alone in dealing with this issue.”

Her team continues this compassionate approach during the initial appointment by explaining the treatment process in a clear, calm manner. The goal is to help clients feel empowered rather than overwhelmed.

“Instead of rushing straight into treatment, we make sure clients understand what’s happening, what steps they can take and how we’ll support them every step of the way,” Rodriguez says. “Building trust and providing reassurance upfront not only eases their anxiety but also sets the foundation for a successful treatment plan.”

Bed bugs carry a stigma that can leave customers feeling anxious and even isolated. “There often is a misplaced sense of shame that prevents people from seeking help right away,” Rodriguez says. “A technician who reassures rather than shames, listens rather than lectures and educates without condescension builds trust and encourages people to take action sooner rather than later.”

Bed bug management services are a win-win for pest control companies that alleviate customer fears while eliminating the infestation. “Bed bug treatments are one of the few services where urgency and pricing align. Customers usually can’t wait, and the cost is significantly higher than regular pest control work,” Stankovic concludes. “It’s a service that supports the business while solving a major customer need. If you’re not offering it, you’re leaving serious revenue and relationships on the table.”