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Stop the Call Back

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12 Ways to Avoid the “Call Back Curse”

We’ve all been called back on to look at a job we thought had been 

completed at one time or another. Call backs are the curse of the busy 

pest controller. Rushing from one job to the next, especially in busy 

summer months, we can sometimes forget to explain something or even 

miss a vital part of a process trying to be on time. 

Call backs not only put a dent in your profits, but can also affect your 

relationships with clients and their view on your service. Great 

preparation and a solid process can be the difference between calling 

once and doing a great job and going back inconveniencing both you 

and your customer. 

Expert pest controllers Grant Curry, Rowan Gregson and our own 

regional manger Richard Lawrence have shared their expertise for this 


As my father always used to say, “measure twice, cut once”. 

1) Have the correct expectations been set from the beginning? Good 

communication with the client from the initial call is essential to set 

realistic expectations. 

2) Timing of jobs is crucial so ensure wind, excessive heat, sunlight and 

time of day are taken into account when booking the appointment. 

3) Review customer records and customer history on usage of 

materials and quantities, also any problems previously experienced.

4) Always provide realistic and genuine estimates. Low estimates to get 

work ALWAYS end up costing you reputation and money. 

5) Do you have the right chemicals and tools for the job? Create a 

simple pre-flight checklist before you leave the office, this will ensure 

you have everything you need prior to leaving.

6) Ensuring your equipment is in great working order is essential for a 

trouble free site treatment. Always clean and maintain your equipment 

well and it will look after you in return. 7) Ensuring the customer fully understands their problem is essential in 

reducing call backs. Explain what you are going to do and what the 

likelihood of success is and whether a follow up treatment is advised. 

Creating a simple flyer to give to them “You’ve just been sprayed for 

XXXX”, can educate and encourage them to make contact in a set 

amount of time with a stamp. 

8) Create a service tick sheet. This is a thorough step by step process of 

your service you provide to ensure you are not missing anything on 


9) Ensure paperwork is easy to understand and complete. Ensure all 

materials, when and where used as well as the details of your warranty 

are clear. 

10) Always ask if their is anything else they need to know, if they are 

happy and even if they have any other issues they would like you to look 

at prior to leaving. 

11) Communicate after the job to understand how your services are 

seen by the public and improve where possible. Ask for reviews that can 

be used in marketing and pass them on to the business. 

12) Regular “tool box” meetings where all pest controllers input their 

experiences on a regular basis to improve the service for customers.

Unfortunately, even the best laid plans can fail due to human nature on 

both sides. 

If you have followed all of these and you still get a call back, let’s 

minimise the pain a little. Uncover what the problem is prior to returning, 

as you may not need to go back at all. 



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Guest Wednesday, 16 January 2019

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