Customer Service is King

What is customer service? Customer service is providing what the customer wants when they want it. It sounds so simple, but in actuality it is difficult. Each person has their own definition of customer service. HomeTeam Pest Defense is a route-based business where we complete pest control at peoples’ homes. One person might want us at their house the same day of their call. Another might not want us for three or  five or more days because of their schedule. Another wants us to call with a reminder within 48 hours of the appointment and another may want a text while we’re on the way to their house for the appointment. It’s a constant juggle, but juggle we must.

HomeTeam tries to provide the best quality service experience possible each time we conduct a service. We have many success stories that we’re proud of as provided by customers:

• “Great customer service and effective pest control.”
• “The service man was very friendly and answered all my questions. He was willing to work around my animals and gardens. I was also happy to be able to speak to a person on the phone and not have to listen to recorded messages.”
• “The technicians are very friendly and accommodate our needs. They are very polite and thorough in their work.”
• “The HomeTeam technicians are always very polite and treat me as a valued customer.”

Unfortunately, we sometimes fall short of meeting customer expectations as the customers below explained.

• “The service guy did not put forth 100% and did not try his best to accommodate customer.”
• “We continue to have a cockroach problem in the home and have had several treatments since our initial call. We are trying to be patient but this year has been particularly bad and there hasn’t been a big improvement.”

We measure our customer satisfaction in two different ways. In one survey, where we measure ourselves twice yearly, the latest results show that 86.6% of our customers would recommend us to family and friends. In another, more frequently administered survey, our scores are amongst some top-tier well-known companies, such as Apple and Amazon.

We keep raising the bar. We continue to listen to our customers to make improvements. We appreciate the feedback from our customers and their loyalty. To view more customer testimonials, please visit pestdefense.com or follow us at Facebook.com/HomeTeamPest.