Bill Hoffman, owner of Hoffman Exterminators, shares his approach on how to educate homeowners to increase retention.
Over the last 12 months, Hoffman’s Exterminating Co., Inc., increased their customer retention rate from 84 percent to 92 percent with a companywide push to increase total sites protected. Hoffman’s Exterminating is the largest independent family-owned pest control company in the South Jersey area and has been a Certified Sentricon Specialist™ for about six years. The company started out using only liquid termiticides but has since been increasingly using more of the Sentricon® System.
Bill Hoffman, owner of Hoffman’s Exterminating, challenged his 30+ employees to increase total sites protected and retain more customers. Along with that, there were opportunities to educate customers about Sentricon and incorporate general pest control bundling.
Here is Hoffman’s approach to retaining customers:
“If someone still wants to cancel at that point …,” said Hoffman. “Well, let’s just say I shouldn’t be getting any phone calls at that point. It’s important for Hoffman’s Exterminating to empower our employees and help them feel confident about answering those tough customer questions about termite control and the Sentricon System.”
This concept may not be new, but this is another example of how training office professionals can directly help increase customer retention. Invest in your employees.