🐣 Egg Cycle Essentials
This service must be completed to activate a customer's 100% guarantee.
What is the Egg Cycle service?
This policy defines the correct order of discount offers.
What is the Progressive Discount Policy?
This is the first person you contact in an emergent situation.
Who is your direct supervisor or next in command?
When a customer says “I want to cancel,” you should respond with this mindset.
What is empathy and problem-solving intent?
The correct response when a customer cancels on the day of service.
What is educate, offer a solution, then consult a manager before rescheduling?
What customers waive if they postpone or skip the Egg Cycle.
What are touch-ups and follow-ups (100% guarantee)?
Maximum push-out for a bimonthly customer.
What is 120 days?
All emergent concerns must be documented in this tool.
What is Pestroutes (Red Note)?
When a customer says they’re switching to a competitor, ask this to find out what drew them away.
What is “What attracted you to the other company?”
The best offer when a customer can’t afford the 50% Egg Cycle discount.
What is a payment plan or deferred payment?
Maximum Egg Cycle postponement for quarterly customers.
What is 3 months?
The number of one-time discounts a customer can receive in their first year.
What is two (after January 1)?
A non-customer who makes a safety complaint triggers this kind of response.
What is document, notify leadership, and act with urgency?
This probing path is used when the customer says “I’m not seeing any bugs.”
What is “No more bugs” probing flow?
If a customer says "I never knew I was on contract," check for these 3 records
What are SCR, welcome text, and welcome email?
These three steps must happen before a postponement is allowed.
What are education, discounts, and manager approval?
What’s required before offering a second one-time discount.
What is manager approval?
This is required if a customer threatens legal action.
What is escalate to upper management and legal?
The first question you ask when a customer cites financial stress.
What is “Are your budget limitations temporary or permanent?”
When a customer won’t be home but needs interior service, offer this combo.
What is an exterior-only service with an interior follow-up?
Postponing an Egg Cycle adds this to the customer’s agreement.
What is one extra service added to the agreement?
The difference between a reschedule and a push-out.
What is: Reschedule = same month, Push-out = new month?
Escalation documentation must include these three things.
What are time, date, and action taken?
This probing technique should always be paired with education and solutions.
What is empathy/relating?
When a customer declines the Egg Cycle and service is pushed out, this email must be sent.
What is the Egg Cycle Postponement email?