Customer Communication Checklist for Pest Control Companies

Pest emergencies are urgent; if you don't answer, they will call the next company on Google. Use SkipCalls AI to handle incoming calls while you are in a crawl space or wearing a respirator so you never miss a $500 termite lead.

Ask the customer where they saw the pests (kitchen, attic, etc.) and how many. This helps you determine if it is a $150 one-time spray or a $2,500 full-house treatment.

Give a realistic estimate over the phone to qualify the lead. For example, explain that a bed bug heat treatment starts higher than a basic perimeter spray.

Customers hate waiting all day. Provide a 2-hour window and explain that you will text when you are 15 minutes away.

Send a PDF or text list of what the customer must do, like emptying kitchen cabinets for ants or bagging laundry for bed bugs. If they don't prep, you can't spray.

Confirm if there are dogs, cats, or toddlers in the home. Explain exactly how long they need to stay off treated surfaces (usually 2-4 hours).

Ensure you have the code for the side gate or the location of the crawl space hatch to avoid wasting time on-site.

Send a photo of the technician and the branded truck they will be driving. This builds immediate trust before you enter their private home.

Point out entry points like cracked foundations or overgrown bushes. Showing them the problem makes the $300 bill much easier to justify.

Use simple terms. Instead of saying 'Bifenthrin,' say 'a professional-grade barrier spray that is safe once dry.'

Warn the customer they might see MORE bugs for 2-3 days as the pests are driven out of hiding. This prevents angry 'it didn't work' phone calls later.

Take photos of rodent droppings or termite mud tubes to include in your digital report for the customer.

Email a summary of what was treated, which chemicals were used, and any structural repairs needed (like fixing a door sweep).

Don't leave without booking the next $125 quarterly visit. Explain that one spray wears off and prevention is cheaper than a new infestation.

Send a text link for a Google review 24 hours after the job. High ratings help you win more urgent emergency calls.

For major jobs like bed bugs or German roaches, a 1-week check-in call ensures the treatment worked and builds massive loyalty.