Friendly Pest Solutions, as part of its playbook for how the business operates, relies on an eight-step plan for team members to conduct professional, trust-building conversations that lead to clear recommendations and confident closes with customers.
"Image is everything," says JD Jaramillo, general manager of the company in Brandon, FL. "That's the way we try to separate ourselves from the industry."
The company, based in Brandon, FL, shares its eight steps:
Call ahead to agree on a meeting time with the customer. Arrive on time. Park to avoid blocking the driveway or mailbox. Wear PPE, including shoe covers and gloves, with a clean uniform. Offer courtesies such as retrieving a trash can at the street. Knock, and then step back to respect space.
Offer a warm greeting, confirm the concern, and set expectations for the inspection process (checking interior, exterior, attic, crawl).
Ask targeted questions: How did you hear about us? Where are you seeing pests? How long has this been an issue? Mornings or evenings? Have you had service or did you try treating it yourself? Pets, children, or allergies? Would you like to resolve it today?
Perform a thorough inspection of all relevant areas where pests could enter or nest.
Review findings with the customer plainly and confirm understanding and urgency.
Present your service and prevention steps tailored to eliminate and prevent infestations.
Highlight your use of technology, eco-friendly products, and equipment. Deliver peace of mind by explaining your certifications and training.
Discuss the company’s online reviews and the membership in professional associations that support the industry.
Confidently say: "I can start the service right now. Would you like to move forward?"
>> Check out the full case study here.
