Keep Them Baited So They Don’t Switch: The Customer Retention Checklist

Remember when integrity and top-notch service were enough to keep customers coming back for more? Yeah, things aren’t like that anymore. New research indicates that despite being satisfied, a whopping 46% of pest control customers with a recurring plan admit they are likely to switch service providers. Don’t let it happen to you. Tip the odds in your favor and keep customers from making the switch with this handy Checklist.

Make A Plan 

You can’t afford to wing it when it comes to customer renewals. Instead, make sure you have a solid game plan in effect that addresses things head on, involves your entire team, and makes the most of every customer interaction.

Check Your Rates 

According to the research, a majority of those likely to switch pest control providers are motivated by price above all other concerns. If you’re not already doing so, consider implementing an early renewal discount to combat your competitors’ sign-up offer.

Know Your Demographics 

According to the data, people aged 45-54 and those earning $50k – $99,999 are among the most price sensitive. People aged 35-44 and those earning over $100k are more likely to try something new. Take this info into consideration and plan your messaging accordingly.

Provide Convenience 

The secret to success in any business is to be easy to work with. Automated communication tools, an online payment portal, and other software features can simplify things for your customers and give you an edge.

Be Responsive 

No one wants to wait around to talk to someone. Especially when pests rear their ugly faces. Instead, be proactive and easy to get in touch with. Also, leverage your routing, scheduling and communications software so you can take advantage of any last-minute requests.

Anticipate Customer Needs 

Periodically review your customer history and see if you can anticipate issues before they occur. Even if no red flags present themselves, it’s always a good idea to check in from time to time to see if anything needs your attention.

Take Complaints Seriously 

Don’t sweep things under the rug or dismiss your customer’s concerns when things go sideways. Take the time to actively listen and work to resolve issues quickly. This can help you win back trust before your customers decide to look elsewhere for service.

Try a Win-back Campaign 

If all else fails and a customer decides to leave, don’t fret. A well-timed “win-back” campaign— using email, direct mail, SMS, etc.—may drive them back into your open arms. Consider some sort of offer to sweeten the deal and you’ll be on your way

Your software plays a crucial role in helping you snag more renewals. Visit FieldRoutes.com today to see how we can help keep your customers right where they belong, in your book of business.