What is it that Customers Really Want or Expect?

This is one question that we at Invader Pest Management spend a lot of time on to ensure that our customers are happy.  This is a really tough issue when you get to the meat of it. 

We do a lot of training with our staff and when they are asked this question, we use to get all kinds of answers, like good pest control, their bugs gone, on time, friendly service people, you name it.  And yes, customers do want those things, but according to almost everybody who advertises, most companies all think that customers want, customer satisfaction or satisfaction guaranteed. 

But I ask you, what does it take to satisfy you?  Maybe it doesn’t take the same thing to satisfy you as it does to satisfy someone else, so how can any company guarantee everyone’s satisfaction, when we all want or would like something different to meet our needs and to be satisfied?  What, you expect me to talk?

At Invader Pest Management, I lean more towards “Exceeding Our Customer’s Expectations” vs. “Customer Satisfaction”.  Now “Exceeding Expectations”, just like satisfaction is similarly hard to do, because really, what are our customer’s expectations?  This is where we have really began to get into our employees heads and educate them to really think about it, because just like the same question as above, “What is it that a customer really wants or expects?”  We can come up with some of the same answers, obviously the number one answer that a pest control client wants is “results” and in fact, customers ‘expect’ results, they also expect us to show up when we told them we would, to look presentable, to not smell, to listen to their needs, to be experts at what we do, you name it, that’s why they hired a professional in our industry or any other industry for that matter. 

So, having made this point, then the question is, How do we Exceed our customers already high expectations?  Well, there could be many ways, but when you have a whole team of people, an entire company looking for ways to “wow” their customers is when you not only exceed your customers expectations, but you go from being just a good company to a great company. 

I know, the last sentence kind of eluded the question, but it’s true, when you get your people “looking for ways”, “being generous”, “giving”, “caring for others”, “putting others needs before theirs”, “becoming an extraordinary servant”, simply following the golden rule - doing unto others as we would have done unto our selves. That’s it in a nutshell - delivering desirable services.  Yes we still have to do the job we were hired to do, but there is so much more, and people recognize these desirable actions as Exceeding their Expectations, it’s definitely above and beyond what they expected from their pest control company, or any other service they may need.   

Believe it or not, it is the little things that matter so much.

We at Invader Pest Management would love the opportunity to call you our customer, and my service team will do everything in their power to “Exceed Your Expectations”.  We await your Call,  pick up the phone and Call 623-435-0228 and Expect to be “wow”ed!  Schedule Now!

Tagged as: Commercial pest management, Customer Satisfaction, Integrated Pest Management, Invader Pest Control, Invader Pest Management, Pest control, Phoenix Pest Control Services, Residential pest control