Protocols
True or false: If you do not need any product, you do not need to do a count for that week?
False
Do we need to clean up rodent droppings?
No, we are not a cleaning service!
A customer says they are not receiving our emails or calls.. what should you do?
Verify email and number are correct. If correct, add to notes and advise customer to call office.
What is the first sign of a rodent infestation?
Droppings
Which part of our service requires PPE?
If the gate is frozen, should we reschedule the service ?
No, speak with customer to see if we can do anything interior. Even if the customer is not home, we can check for entry points in front of home and fill bait stations if any are in front.
A customer says at the last service the tech did not de-web to their satisfaction, what should you do?
Apologize for any inconvenience, pay extra attention to the de-webbing portion of the service you do.
What is commonly the most active area for rodent activity ?
Basement
Sick days and vacation days reset in what month ?
Janurary
In 2024 the month with the most rodent call backs was?
January
Sandra has been a customer for 2+ years now, she's had 2 follow ups and 8 quarterlies and she is frustrated that she continues to have rodent issues. Without even looking at her file or notes what is something that sticks out?
2+ years with only two follow ups..not making use of follow ups.
What are the two main rodent types we deal with ?
Norwegian rats and field mice
To be paid commission on a sale what two steps must happen?
1. Must be serviced
2. Customer must have paid invoice
What percent of cancellations in the month of December 2024 were due to customers unsatisfied with service ?
18%
Jeremy has called the office to cancel, he says our program has not helped with his rodent issues in his home. He has had 5 quarterlies and 4 follow ups, even a lead tech has gone out to treat the home. In the notes techs have noted they filled entry points that they could, but one of the holes is much larger than what we offer and techs have attached a photo at each appointment. Based on this, should the office offer a refund to this customer ?
No, there is an entry point techs have listed and documented that is out of our scope so if the customer does not fix this our program may not be as effective.
What causes rubbing marks?
Oil and dirt on the rodents fur
Ottawa office opened in what year?
2020
Why is the winter service so important ? ( 3 reasons)
1. Preventing and dealing with rodent issues
2. To prepare for spring/summer
3.Warranty
You arrive at a home, the customer at the door is frustrated and says this program is a scam and does not work. He mentions that he's been a customer for over a year now and he still has rodent issues. You look through the notes on file and see he's been using follow ups after each appointment, techs noted that they sealed entry points around home and no further entry points were found. What should you do?
a) Leave, this customer is angry and we do not need to deal with that.
b) Tell the customer to contact the office to get a follow up, or have the office help them cancel
c) Call a branch manager and let them know the customers concerns
d) Call a branch manager and brief them on the case, from that speak with customer about what you are able to do and have a lead tech come out.
d)
Field mice can have up to ______ litters in one year
four