Customer and employee retention strategies for PMPs

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Customer and employee retention challenges have created countless detours for pest control companies, according to Pest Management Professional’s (PMP’s) 2025 State of the Industry survey.

Pest control isn’t the only industry struggling to keep workers and patrons happy. Since the COVID-19 pandemic, service companies have been getting creative to help tackle the issue. In the pest control industry, these efforts appear to be working.

Customer satisfaction strategies

Anthony Sorrentino, ACE

When it comes to customer retention, 96 percent of those asked expect to retain more than 75 percent of their customers, the 2025 PMP State of the Industry survey shows.

Anthony Sorrentino, ACE, director of business development for Pest Pros of Michigan in Portage, Mich., developed a strategy that allows his company to carefully adjust pricing to avoid losing customers.

“Consider offering tiered service packages, where clients can choose from different levels of pest control services based on their needs and budgets,” he suggests. “Offering long-term contracts with fixed pricing also can help stabilize revenue despite inflationary pressures.”

Sorrentino acknowledges it’s usually more cost-effective to retain existing customers than it is acquire new ones. “Providing excellent customer service, adding value through regular communication, and offering specialized services such as inspections or preventive maintenance can help differentiate your business,” he explains. “This way, customers see value in your services despite price increases.”

Monitoring the number of customer cancellations is critical because too many can significantly affect a company’s bottom line.

Sarah Thomas-Clark

“That’s why it’s important to closely monitor cancellation rates and identify any patterns or issues causing them,” says Sarah Thomas-Clark, VP of Thomas Pest Services in Schenectady, N.Y. “By addressing these issues, providing excellent customer service, and practicing taking cancellation phone calls to present other options, we have been able to reduce the number of cancellations and retain customers.”

Finding ways to improve the customer experience also helps. Thomas-Clark recommends taking a hard look at the ease of doing business with your company, the quality of your services, and the overall customer experience.

“By consistently delivering a positive and seamless experience, we can build strong relationships with our customers and encourage them to continue using our business and refer us to their friends and family,” she adds.

Hiring solutions

Bill Haynes

The 2025 State of the Industry survey also shows 94 percent of those asked expect to retain more than 75 percent of employees. But not every worker is a keeper.

Don’t hesitate to part ways with employees who are not working out, says Bill Haynes, CEO of Haynes Exterminating in Buford, Ga. “You must have resolve. Acceptance of mediocrity is a culture killer,” he asserts. “Always look for talent, but creating a good work environment will help you recruit better talent.”

Michael Broder, president of BHB Pest Elimination in Wallington, N.J. and a PMP Editorial Advisory Board member and online columnist, suggests hiring someone with character as opposed to pest control experience. “You can teach a reliable, conscientious person pest control much easier than you can make them a hard worker,” he says.

Michael Broder

Creating a positive and supportive work environment is paramount, Sorrentino says, because rock star employees thrive in an environment where they feel valued, supported and engaged. “Focus on building a strong company culture that emphasizes teamwork, growth opportunities, and recognition for achievements,” he adds. “Offering clear communication channels, mentoring programs, and regular feedback can help employees feel connected and invested in the company’s success.”

Pest control companies that make an investment in their employees tend to have happy workers who are willing to stick around.

“Talented employees are drawn to organizations where they can grow and develop their skills,” Sorrentino says, and suggests making an investment in ongoing training, certification programs and leadership development opportunities.

“Employees who see a clear path for advancement are more likely to stay long-term, especially when they feel their employer is investing in their future,” he adds. “By fostering a supportive culture, offering competitive compensation and promoting growth opportunities, you can attract and retain high-performing employees who are dedicated to your company’s success.”

<p>The post Customer and employee retention strategies for PMPs first appeared on Pest Management Professional.</p>

from Pest Management Professional https://www.mypmp.net/2024/11/19/customer-and-employee-retention-strategies-for-pmps/
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