LEADS & PHONE PRIORITY
What is your #1 priority during busy season?
Picking up the phone / no missed calls
What is the best timeframe in days to schedule appointments?
Three days out
Why might customers still see bugs after treatment?
Egg cycle not broken / residual activity
What is the FIRST step when a customer wants to cancel?
Connect and ask questions / show empathy
Who is the primary person for escalations?
Louise
What is the “1% rule”?
If there’s even a small chance they could become a customer, add them as a lead
What must you do before scheduling a next-day appointment?
Get approval from Dana or Rachel
Why do we use non-repellent products instead of instant kill?
Bugs spread it to others, improving effectiveness
You’ve just acknowledged a customer’s concern—what should you say next to begin explaining what’s going on?
Using a transition phrase like “The reason…”
What should you do BEFORE escalating an issue?
Attempt to resolve/save first
Why is it critical to check emails carefully for leads?
Leads can be buried and are worth $10–$50 each
If a job is far from a technician, when should it be scheduled?
Middle of the day
What typically happens after the first treatment?
You may see MORE bugs initially
What is the goal of the “close” step?
Get agreement and move forward with a solution
If no one answers during a transfer, what is your next step?
Add to escalation sheet + promise callback
What is the correct action immediately after identifying a lead?
Add it to the lead sheet ASAP
What should you always check before scheduling mosquito/tick services?
If they are Bundle and/or the weather
When should a reservice actually be considered effective?
After about a month if no improvement
What should you NEVER skip before escalating or canceling?
A genuine save attempt
What must you always select when canceling an account?
Correct cancellation category + notes
What type of calls should ALWAYS be added as leads—even if unsure?
Borderline, uncertain, or unusual requests
If a customer is due for another service within a month, what should you do?
Bundle/schedule both services together
What environmental factor greatly increases mosquito/tick activity?
Standing water / weather conditions
If a customer says “I don’t have any more problems,” what should you recommend?
Maintenance plan to prevent pests returning
What happens if you fail to attempt a customer save?
Disciplinary action (verbal → written → further action)